ServiceNow customer delighted with his easy work experience

Taking chat from conversation to resolution

Deliver better self–service with an always–on Virtual Agent, so that customers and employees can quickly get what they need.

What is natural language understanding?

Natural language understanding (NLU) is a form of artificial intelligence that enables your employees and customers to make requests of Virtual Agent the exact same way they would ask another human. It works by first recognizing what the user wants to do and then extracts the supporting details needed to fulfill the request.

  1. Employees and customers submit requests to Virtual Agent from their mobile phone or computer

  2. Virtual Agent interprets the request and identifies what the user wants to do.

  3. The supporting details of the request are extracted to automatically answer questions.

  4. The Now Platform personalizes and improves the experience.

Intent:Place an Order KimEngineeringSanta Clara User :Department:Location: Device:Laptop Computer Can you order me a new laptop?
  1. Employees and customers submit requests to Virtual Agent from their mobile phone or computer

ServiceNow customer delighted with his easy work experience

Start quickly

Virtual Agent ships with the most common pre-built conversation topics for IT, customers, and employees, so you can deliver immediate value to the business. And since Virtual Agent is a native part of the Now Platform, you can deliver personalized experiences for each user by accessing the catalog items, knowledge base articles, incidents or cases, and profile information that matters to them.

You appear to be at our Portland office, so have your guest connect to Protostar-PDX network and accept the agreement terms CONNECT WI-FI < How do I get my visitor on to the guest Wi-Fi?
Okay, your account has administrative access to the laptop named JJ2814 for the next hour. GRANT ADMIN ACCESS I need to install a few pieces of software that our team is evaluating.
No problem, I’ve added kate.robinson@servicenow.com to the internal-only Project Managers distribution list. MANAGE DISTRIBUTION LISTS Can you add Kate Robinson to the Project Managers group?
The billing team issued a refund to your credit card this morning for case CS5231. You should see it posted within 2-3 business days. CHECK STATUS What’s the status of my case?
Please take a look at the following KB articles: Step-by-Step VPN Configuration Supported VPN Providers GET PRODUCT HELP How do I configure my device to work with a VPN?
No problem, I’ve updated CS6597 with that information. You can still expect the support technician to arrive tomorrow morning at 9 AM. UPDATE CASE It looks like I entered the wrong serial number for my product yesterday. It should be PJ-722-98.
Great, I have updated your employee profile and notified the payroll department. You’ll also receive an email confirmation of this change. UPDATE PROFILE I moved and need to update my home address to 459 NW Lone Rock Dr., San Francisco, CA 94115
Okay, I submitted your request for leave from August 3 – October 9 as case HR4372. An HR representative will be in touch with you soon to finalize the details. REQUEST LEAVE I’d like to start my maternity leave on 8/3.
Please take a look at the following KB articles: Travel and Expense Policy Expense Training for Managers FIND ANSWERS How much can I expense for business dinners?

Build for any scenario

A graphical interface enables anyone to visualize the entire conversation flow and rapidly build conversations. Editing is as easy as dragging and dropping new prompts or responses on the canvas, and you can go even further with decision logic and your own scripts. It’s as simple and powerful as you need it to be.

ServiceNow customer delighted with his easy work experience
ServiceNow customer delighted with his easy work experience

Building, training, and testing the NLU Models that understand everyday language is also something anyone can do. Train models by typing a few sample sentences of what users might say, and then highlight the details and synonyms which can be used to intelligently answer questions and execute workflows.

ServiceNow customer delighted with his easy work experience
ServiceNow customer delighted with his easy work experience
ServiceNow customer delighted with her easy work experience

Connect from anywhere

Virtual Agent is natively available wherever you need it to be. Employees always have access from ServiceNow portals and the Now Mobile app on their phones, and out-of-the-box integrations easily extend Virtual Agent to Slack, Microsoft Teams, and Workplace by Facebook. Deliver a frictionless customer experience by embedding Virtual Agent on any customer-facing web page and connecting to Facebook Messenger.

Native to the Now Platform

Virtual Agent is part of Now Intelligence — the best way for you to bring the power of AI to your organization — delivering all of the capabilities, security, and analytics you need to help people get work done easier, faster, and smarter.

Live Handoff

The chat history and conversation context can be seamlessly transferred to a live, human agent. Experts for each topic can jump into the conversation with a full understanding of the situation and quickly resolve the request.

Security and Trust

Avoid business data privacy and control risks — conversations and model training all stay within a single, secure digital platform. Spend less time worrying about security concerns and more time focusing on delivering great experiences.

Analytics-Driven

Make better decisions by using your own historical data to pinpoint and prioritize the conversations that will deliver the most value. Get insight and real-time visibility into the improvements being driven across the organization by Virtual Agent with out-of-the-box dashboards and KPIs.