ServiceNow Virtual Agent Documentation
Introduction
ServiceNow Virtual Agent stands as a cutting-edge AI-driven chatbot and
conversational interface seamlessly integrated into the ServiceNow platform. Its
primary purpose is to facilitate intelligent, text-based interactions between
users and the system. This results in a significant enhancement of service
delivery efficiency and support capabilities across diverse departments.
Topic – New Hire Orientation Guide
Plugin Installation and Template Activation
Design Details:
1. Activated the `sn_hr_va` plugin using the guided path.
2. Created a new topic – "New Hire Orientation Guide" leveraging the out-of-
the-box (OOB) template.
Proposed Solution:
1. Ensure the `sn_hr_va` plugin is activated in the correct scope, specifically
within HR Service Delivery Virtual Agent conversations.
2. Create the Natural Language Understanding (NLU) model named "Employee
Help Center" dedicated to the New Hire Orientation Guide VA.
Design Details - Create NLU Model
Design Details:
1. Added the Employee Help Center as the NLU model for the New Hire
Orientation Guide VA.
Proposed Solution:
1. Access the NLU Model topic creation interface to create the NLU model
named "Employee Help Center."
Content for New Hire Orientation Guide for Virtual Agent
Design Details:
1. Create a comprehensive "New Hire Orientation Guide" designed to offer
valuable information and support to new employees.
2. Enable the Virtual Agent to seamlessly raise an HR Case for personalized
assistance.
Proposed Solution:
1. Populate the "New Hire Orientation Guide" with relevant, detailed
information about onboarding policies and procedures.
2. Include strategically placed links to important knowledge-based articles
within the guide.
3. Implement a dynamic flow allowing users to effortlessly raise an HR Case for
assistance if the contextual search proves unhelpful.
Define Content and Train NLU Model
Design Details:
1. Define at least 2 distinct intents for the "Employee Help Center."
2. Define a variety of utterances for each intent.
3. Initiate the training process for the NLU model.
Proposed Solution:
1. Implement 2 unique intents for the "Employee Help Center."
2. Create a minimum of 10 sample utterances for each intent, ensuring the NLU
model recognizes a wide range of user expressions.
3. Rigorously train the "Employee Help Center" NLU model using the defined
intents and utterances, ensuring successful training, and continually improving
model accuracy.
Conversational Flow-
Live Agent Hand-off
For more complex issues, the ServiceNow Virtual Agent seamlessly transfers
conversations to live human agents, ensuring swift resolution and enhanced
user satisfaction.
Topic- Holiday Calendar
Plugin Installation / Verification -
Verify the `[Link]` is activated
Created a new topic – "Holiday Calendar" leveraging the out-of-the-box (OOB)
template.
Proposed Solution:
1. Ensure the ` [Link] ` plugin is activated in the correct scope,
specifically within Global.
2. Create the Natural Language Understanding (NLU) model named "Holiday NLU
Model " dedicated to the New Hire Orientation Guide VA.
Design Details - Create NLU Model
Design Details:
1. Added the "Holiday NLU Model " as the NLU model for Holiday Calendar.
Proposed Solution:
1. Access the NLU Model topic creation interface to create the NLU model
named " Holiday NLU Model."
Content for New Hire Orientation Guide for Virtual Agent
Design Details:
1. Create a comprehensive "Holiday Calendar" designed to offer valuable
information and support to new employees.
2. Enable the Virtual Agent to seamlessly to get holiday information.
Proposed Solution:
1. Populate the "Holiday Calendar" with relevant, detailed information about
Holiday calendar of Canada, US & India.
Define Content and Train NLU Model
Design Details:
1. Define at least 2 distinct intents for the "Holiday Calendar".
2. Define a variety of utterances for each intent.
3. Initiate the training process for the NLU model.
Proposed Solution:
1. Implement 2 unique intents for the "Holiday NLU Model."
2. Create a minimum of 10 sample utterances for each intent, ensuring the NLU
model recognizes a wide range of user expressions.
3. Rigorously train the " Holiday NLU Model " NLU model using the defined
intents and utterances, ensuring successful training, and continually improving
model accuracy.
Conversational Flow-
Live Agent Hand-off
For more complex issues, the ServiceNow Virtual Agent seamlessly transfers
conversations to live human agents, ensuring swift resolution and enhanced
user satisfaction.
