Monitor, analyze, and optimize ServiceNow performance, allowing businesses to make data-driven decisions to improve the user experience with ServiceNow Performance Analytics.
Virtual Agent
A virtual agent is a computer program that simulates human conversation through natural language processing and machine learning. It can communicate with users through various interfaces, such as text messaging and voice commands. Virtual agents can help improve customer experience, reduce costs, and increase customer service, sales, and marketing efficiency. They can handle a high volume of inquiries and provide 24/7 support.
Benefits of Virtual Agent
Improved customer experience
Provide quick and personalized responses to customer inquiries, improving the overall customer experience & satisfaction.
Increased efficiency and productivity
Handle a high volume of inquiries and perform routine tasks, freeing human agents to focus on more complex tasks.
Cost savings
More cost-effective than hiring and training human agents, as they can provide 24/7 support and handle numerous inquiries.
Consistency in responses
Provide consistent responses, ensuring customers receive the same quality of service regardless of the time or agent.
Scalability
Handle multiple inquiries as the business grows without additional resources.
Data collection and analysis
Collect and analyze data on customer inquiries, providing valuable insights into customer needs and preferences.
Features of Virtual Agent
Personalized experiences
Provide customized experiences for each user.
Conversational interfaces
Use the chat or voice-based interfaces to communicate with users.
Virtual agent designer
A tool to create and design virtual agents.
Natural language (NLU)
Use NLU processing to understand and respond to user inputs.
Issue auto resolution
Automatically resolve customer issues without human intervention.
Third-party channel integrations
Integrate with various third-party channels, such as social media.
Conversational analytics
Tools to track virtual agent performance & customer interactions
Topic recommendations
Provide recommendations on relevant topics to customers.
Multi-language support
Communicate with customers in multiple languages.
NLU workbench
A tool to train and improve the virtual agent’s NLU capabilities
Multiple NLU providers
Ability to use different NLU providers for the virtual agent
Live agent hand-off
The ability to transfer customers to human agents when necessary.
How Virtual Agent Works?
Intent detection
Uses natural language processing (NLP) to understand the user’s intent and determine the appropriate response.
Knowledge management
Retrieves relevant data from the knowledge base & third-party or custom sources to give an accurate response
Response generation
Generates a response and provides suitable options & actions based on the user’s intent and the retrieved data.
Action fulfillment
Perform automated actions, such as opening a ticket or resetting a password based on the user’s request.
Hand-off to a live agent
Transfer the user to a live agent for further support if the user’s request requires additional assistance.
Continuous learning
ServiceNow Virtual Agent continuously learns from user interactions, improving its responses and performance.
How Can Aelum Consulting Help with ServiceNow Virtual Agent?
Aelum Consulting can provide several services related to ServiceNow Virtual Agent. Here are a few ways we can help
Implementation
We can help you implement and configure ServiceNow Virtual Agent to meet your business needs. Our experts can guide you through the entire process, from planning and design to deployment and testing.
Integration
We can help you integrate ServiceNow Virtual Agent with your existing systems and workflows, such as your customer service platform or CRM. It can help you streamline processes and improve efficiency.
Customization
We can help you customize ServiceNow Virtual Agent to match your brand and provide a more personalized user experience. It can include creating custom dialogues, adding branding elements, and configuring response options.
Maintenance and Support
We can provide ongoing maintenance and support for your ServiceNow Virtual Agent, including monitoring and troubleshooting, updates and upgrades, and user training.
Virtual Agent Examples
Customer service
Provide customer support, FAQs answers, and chat, voice, or messaging for user interaction .
Sales & marketing
Interact or provide product suggestions or upsell options for collecting customer data and feedback.
Healthcare
Provide health advice, answer medical questions, and monitor patient conditions.
Banking and finance
Provide financial advice, answer banking questions, and assist with transactions.
Education
Provide students with data on projects, plans, & courses, helpful to assist teachers with administrative tasks.
Human resources
Virtual agents can be used in HR to assist with recruiting, onboarding, and employee training.
Government
Provide information on public services, answer questions, and assist with applications.
E-commerce
Provide customer support, answer questions, and offer product recommendations.
Frequently Asked Questions
A virtual agent, also known as a chatbot, is an automated conversational interface that simulates human interaction. It can understand and respond to user queries or requests using natural language processing (NLP) and artificial intelligence (AI) algorithms.
Virtual agents use NLP and AI technologies to analyze user input and generate appropriate responses. They can
Program to respond to specific keywords or phrases
Use machine learning algorithms
Improve their responses over time
Integrate with messaging platforms, websites, and mobile apps
Provide customer service, sales support, and other functions
You can use virtual agents in a wide range of industries and applications for entertainment and gaming, personal finance, and other applications. Some key use cases include
Customer service and support,
Sales and marketing,
HR and recruitment,
Education and training,
And healthcare
- Log in to your ServiceNow instance and navigate to the Virtual Agent app. Create a new virtual agent or modify an existing one, depending on your needs.
- Intents are the goals or requests of users in your virtual chatbot. So, you have to define the intents that your virtual agent should recognize and respond to.
- You have to create a dialog for each intent that you define. The dialog defines the questions and responses the virtual agent will provide.
- Configure the knowledge base to provide relevant data to the virtual agent. Use the ServiceNow knowledge base, third-party sources, or custom data sources.
- Test the virtual agent to ensure it recognizes and responds to the user’s intents correctly. Then deploy it to your website, mobile app, or other channels.
- Monitor the virtual agent’s performance and user feedback. Continuously improve its performance by adding new intents, dialogs, & knowledge sources.
Virtual agents can provide several benefits
24/7 availability,
Faster response times,
Improved customer satisfaction,
Reduced workload for human agents,
Lower costs for businesses
Provide personalized recommendations
Help users complete tasks more efficiently
Here’s a tabular difference between virtual agents and chatbots
| Feature | ServiceNow Virtual Agent | Other Chatbot |
| Communication | Text, voice, and video | Text |
| Interactions | Personalized and contextual | Fixed and scripted |
| Intelligence | NLP, machine learning, and AI | Pre-programmed responses |
| Purpose | Multi-functional and versatile | Task-specific and limited |
| Complexity | More complex and sophisticated | Less complex and straightforward |
| Flexibility | Can handle various inquiries | Limited to specific types of inquiries |
| Scalability | Scalable and adaptable to changes | Limited scalability |
| User Experience | High-quality and engaging | Basic and functional |
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