Ordinary chatbots lack the potential to offer conversational experiences due to their limited capabilities. Using an enterprise chatbot system is crucial for tackling the typical requests you receive, boosting customer satisfaction, and keeping employees concentrated on what is essential.
ServiceNow’s Virtual Agent is at the forefront of innovation when it comes to meaningful interactions. It delivers user support via a conversational messaging interface, allowing you to create automated interactions. This helps individuals in swiftly obtaining data and performing routine activities without the help of a human operator, thereby resolving issues quickly.
In the Tokyo release, Virtual Agent was optimized and upgraded with excellent features that enhances customer satisfaction. Sidebar is one that warrants special mention.
Let’s explore how you can leverage the upgraded Virtual Agent to improve conversational engagements among your customers.
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Moving on from ‘Stock Responses’ with ServiceNow Virtual Agent
ServiceNow Virtual Agent does not depend on stock responses. It combines machine learning and natural language processing (NLP) to grasp a customer’s purpose and reply in a more tailored, ‘sentient’ manner. It is sophisticated enough to recollect prior conversations, allowing it to learn how to control an increasing number of consumer enquiries.
In this manner, a virtual agent can be ‘taught’ to interact in the way intended.
- Do you just want it to route a consumer to the appropriate department?
- Do you want it to solve FAQs from stem to stern, with as little human intervention as plausible?
- Do you want it to acquire preliminary information to save time before handing over to a human operator?
All of this can be addressed by ServiceNow Virtual Agent unlike ordinary chatbots.
The Kernel of Modern Conversations – Virtual Agent’s Tokyo Release
The primary focus of the Tokyo version of Virtual Agent is to provide end-users with a far more sophisticated and frictionless conversational interface that addresses routine demands. Regardless of the domain you’re operating in, ServiceNow Virtual Agent can benefit your business in more than one way.
The following are just a few examples:
Appointment scheduling is a source of anxiety for both patients and healthcare providers. Choosing, adjusting, cancelling, and finalizing dates frequently necessitates both participants devoting time to something they do not want to do.
With the help of ServiceNow Virtual Agent, patients can effortlessly manage appointments without being obliged to wait in queue or calling during specified operating hours.
Having to contact helpline numbers or searching the website for basic information can get tedious to your customers and affect the reputation of your firm.
Leverage the power of ServiceNow Virtual Agent to make it effortless for your customers to garner basic information.
The Highlights of this Release
- Multi-Language Functionality
Automatically identifies and interprets communications into the user’s preferred language. When a user begins a dialogue with the Virtual Agent, it will recognize and react in the same language (e.g., English, French, Spanish, etc.) to provide the user with a better, more streamlined experience.
- Virtual Agent Conversational-IVR
Integrating ServiceNow Voice with Virtual Agent enables you to utilize the Virtual Agent Conversational-IVR (Interactive Voice Response) to manage phone-based client contacts, which improves omni-channel engagements.
In the event of an extension, you can utilize Advanced Work Assignment to redirect the conversation to a live agent to ensure a consistent service.
Now, Virtual Agent comes with a connectivity with Amazon Connect in the Tokyo edition, as well as an inherent adaptor to link ServiceNow Voice with Virtual Agent.
- Frequently Discussed Subjects
Administrators can now elevate up to six frequently discussed subjects to the forefront of Teams and Slack interactions. In the Tokyo update, you can also trademark your Slack bot.
Compose subject areas with the Virtual Agent Designer’s streamlined layout, which includes enhanced yes/no processing and provision for chatbot answer variants.
- Google Dialogflow Essentials
In addition to established providers such as IBM Watson or Microsoft LUIS, designate Google Dialogflow Essentials (ES) as the NLU provider for Virtual Agent.
The addition of end-user-friendly route identifiers and endpoint categories for third-party apps that are connected with Virtual Agent.
Lastly, New Portable Virtual Agent Web Client, a Seismic component, simplifies adding Virtual Agent to a third-party website.
The legacy method of embedding Virtual Agent in a third-party web page will continue to work in the Tokyo Release.
Moving on to the star of the Tokyo upgrade, let’s see how Sidebar complements Virtual Agent.
A Fresh Innovative Combo – Virtual Agent & Sidebar
Sidebar is a new real-time messaging tool that links employees to allow them to effortlessly and discreetly communicate with individuals or teams while working. Some of the predominant functionalities Sidebar is capable of performing and more:
- Evaluate workplace task-based or interaction-based reports in perfect sync.
- Exchange information and expertise in order to handle difficulties more quickly and effectively.
- With sidebars, you can start group conversations and invite other members to the group seamlessly and work on the issues collaboratively.
Sidebar is accessible as an app on the ServiceNow Store in the Tokyo version and necessitates Next Experience to be activated. Agents can collaborate with one another instantaneously using Sidebar. These Sidebar conversations encourage the flow of data and knowledge, allowing challenges to be resolved more quickly and with elevated solutions.
Attain Targeted Conversational Innovation
Virtual Agent is not only adaptable but also compelling in every aspect of its purpose. With the Tokyo upgrades and Sidebar, Virtual Agent has now become more powerful and shouldn’t be considered optional for your enterprise.
Nevertheless, appropriately deploying your ServiceNow Virtual Agent is critical to leverage its benefits. Whether you need assistance with creating a solid knowledge base; linking to existing apps; allowing multilingual assistance; ensuring your virtual agent has checked all of the regulatory criteria; and enabling expansion to other routes, AVASOFT will do it promptly in accordance with industry’s expectations and business objectives.
