All you need to know about ServiceNow Virtual Agent

ServiceNow Virtual Agent revolutionizes the way businesses handle inquiries by providing an intelligent, fully integrated chat solution. With its ability to resolve common issues instantly, it enhances efficiency and satisfaction for employees and customers alike.

I’m Deepa Belavigi and I will be your guide to this powerful tool that simplifies workflows, accelerates resolutions, and transforms service experiences!

What is ServiceNow Virtual agent?

ServiceNow Virtual Agent is a fully integrated, intelligent chat experience that allows immediate resolution of common inquiries. This means more concentration on urgent matters and improved satisfaction for both employees and customers.

Thanks to its guided setup and premade components, Virtual Agent can be swiftly implemented, simplifying the process for all users to address common IT, HR, and customer service inquiries.

Plus, it’s natively available on your Service Portal and in your ServiceNow mobile apps, so help is always a few clicks or taps away.

How to specifically design conversation topics with Virtual Agent?

To build and implement self-service experiences for instant business value, Virtual Agent comes with pre-built natural language understanding (NLU) models and out-of-the-box templates for the most common IT, HR, and customer service conversations.

Wish to get ahead of the game? By using machine learning to analyze incident data, Virtual Agent can identify important topics and then suggest pre-built conversations that can be added with just a click. Then, using straightforward language, employees and clients can obtain prompt assistance, for example:

What are the benefits of ServiceNow Virtual Agent?

1. Revamp your customer service experience
   Provide your employees and customers with a delightful experience by implementing automated solutions for common problems.
2. Allow users to help themselves at any time
   Enable users to find solutions within seconds—without having to wait for an agent to become available.
3. Clear immediate business value
   Receive instant return on investment through guided setup, pre-built conversations, integrations, and configuration tools.
4. Boost deflection rates and enhance agent productivity
   Automatically direct queries to a chatbot and reduce call volumes and improve efficiency.
5. Provide customized experiences
   Offer service at any time and location by using Now Platform® data to deliver tailored conversations based on each individual user’s requirements.
6. Multichannel assistance
   To interact with users wherever they are, integrate with any channel that allows for conversational experiences.
7. Single safe platform
   Prevent risks to control and privacy of business data. All communications and model training take place on one safe online platform.
8. Automated assistance
   Virtual Agent offers users help by automating common tasks and providing answers to frequently asked questions.
9. Integration with ServiceNow
   It is natively integrated with the ServiceNow platform, allowing it to leverage the data and workflows already in place.

How to get the most out of ServiceNow Virtual Agent

1. Identify common use cases:
   Determine the most frequent requests and issues that your users have. Then, use this information to create specific conversation topics that the Virtual Agent can handle effectively.
2. Build comprehensive conversation flows:
   Design conversation flows that can handle the start-to-end process of a task or query. Use decision trees, conditional logic, and context-aware responses to guide users through their interactions seamlessly.
3. Leverage pre-built topics:
   ServiceNow offers a library of pre-built conversation topics that can be used out-of-the-box or customized to fit your specific needs. These can significantly reduce the time needed to get started.
4. Integrate with backend systems:
   Connect the Virtual Agent to other systems within your organization to provide a richer and more dynamic experience. For example, integrating with your HR system can allow the Virtual Agent to provide detailed information about employee benefits.
5. Use Natural Language Understanding (NLU):
   Ensure the Virtual Agent can understand and process natural language inputs effectively. Train the NLU models to recognize the terminology and phrases commonly used in your organization.
6. Monitor and optimize:
   Regularly review the performance of your Virtual Agent. Use analytics and feedback to find areas where the bot may be falling short and continually optimize its responses and capabilities.
7. User training and communication:
   Inform and train your users on how to interact with the Virtual Agent. Provide clear instructions and examples of what the Virtual Agent can do and encourage users to utilize it for their queries and tasks.
8. Security and privacy:
   Ensure that all interactions with the Virtual Agent comply with your organization’s security and privacy policies. Handle sensitive information with care and implement proper security measures.

ServiceNow Virtual Agent helps companies auto-resolve 80% of customer/employee issues within seconds. Using ServiceNow chatbot benefits your organization by automating repetitive issues, saving costs, reducing time to resolution, delivering faster support and more. By effectively implementing and managing ServiceNow Virtual Agent, you can enhance user satisfaction, reduce the workload on your support teams, and streamline business processes.