Create Topics for ServiceNow Virtual Agent in Just 20 Minutes

Create Topics for ServiceNow Virtual Agent in Just 20 Minutes

Table of Contents

1. Introduction
2. Installing the Virtual Agent Plugin
3. Designing the Topic
4. Understanding the Virtual Agent Designer
5. Types of Activities in the Designer
   • User Input Activities
   • Bot Response Activities
   • Utility Activities
6. Input and Script Variables
7. Building the "Report IT Issue" Topic
8. Testing the Topic
9. Additional Features of the Virtual Agent
   • Natural Language Understanding
   • Multiple Language Support
10. Conclusion

Introduction

In this article, we will explore how to Create a virtual agent topic with minimum effort using the Virtual Agent plugin in ServiceNow. The virtual agent is a powerful tool that allows users to Interact with an AI-powered virtual assistant. We will cover the installation of the plugin, the design process of a topic, and the various activities available in the Virtual Agent Designer. Additionally, we will discuss input and script variables and demonstrate the development of a basic topic. We will also touch upon features such as natural language understanding and multiple language support.

Installing the Virtual Agent Plugin

To begin using the virtual agent, You first need to install the Virtual Agent plugin in your ServiceNow instance. Once the plugin is active, you will be able to access the virtual agent module and the Virtual Agent Designer.

Designing the Topic

The design of a virtual agent topic involves creating a flow Chart that outlines the conversation between the user and the virtual agent. The flow is built using various activities available in the Virtual Agent Designer, such as user input components, bot response components, and utility components.

Understanding the Virtual Agent Designer

The Virtual Agent Designer provides a visual interface for designing the flow of a virtual agent topic. It consists of a canvas where you can arrange and connect activities to create the desired conversation flow. The designer also offers a range of pre-built topics that can be customized to fit your specific requirements.

Types of Activities in the Designer

The Virtual Agent Designer offers different types of activities that can be used to build a topic. These include user input activities, bot response activities, and utility activities.

User Input Activities

User input activities are used to Gather information from the user during the conversation. These activities include text input, choice selection, boolean input, and more. User input activities allow the virtual agent to Collect the necessary details to understand the user's issue or request.

Bot Response Activities

Bot response activities are used to provide responses to the user's inputs. These activities can display text, images, links, and even HTML. By using bot response activities effectively, you can create a conversational experience that feels natural and engaging for the user.

Utility Activities

Utility activities are additional tools that can be used within the flow to perform actions such as data Lookup, scripting, and Record actions. These activities add more functionality and customization options to the virtual agent topic.

Input and Script Variables

In the virtual agent, you can use input variables and script variables to store and manipulate information during the conversation. Input variables are used to store user inputs, while script variables are used to store information generated during the flow.

Building the "Report IT Issue" Topic

To demonstrate the creation of a virtual agent topic, we will build a simple topic called "Report IT Issue". This topic will allow users to contact the virtual agent and create an incident for their IT-related issues. We will go through each step of the flow design, explaining the activities and variables used along the way.

Testing the Topic

After designing the topic, it's essential to test it to ensure it works as expected. We will Show how to access the virtual agent through the service portal and demonstrate how the topic functions in a conversation with the user.

Additional Features of the Virtual Agent

Apart from the basic topic creation, the virtual agent offers advanced features such as natural language understanding and multiple language support. NLU allows the virtual agent to understand user inputs in a more contextual manner, while multiple language support enables the virtual agent to respond to users in their preferred language.

Conclusion

Creating virtual agent topics in ServiceNow is a straightforward process that requires minimal coding expertise. With the Virtual Agent Designer and its range of activities, you can build powerful and user-friendly conversational experiences. By leveraging features like input and script variables, as well as advanced capabilities like natural language understanding, you can enhance the functionality and effectiveness of your virtual agent topics.