Virtual Agent provides solutions to common ServiceNow tasks like creating incidents and requesting time off through an easy chatbot interface rather than the ServiceNow platform directly. It has advantages for developers through its simple drag-and-drop flowchart design and quick testing. For users, it provides easily accessible resolutions with a single click. And for businesses, it improves service, reduces agent workload, and scales efficiency by automating routine tasks. Common use cases include resolving IT, HR, and customer service requests.
Virtual Agent provides solutions to common ServiceNow tasks like creating incidents and requesting time off through an easy chatbot interface rather than the ServiceNow platform directly. It has advantages for developers through its simple drag-and-drop flowchart design and quick testing. For users, it provides easily accessible resolutions with a single click. And for businesses, it improves service, reduces agent workload, and scales efficiency by automating routine tasks. Common use cases include resolving IT, HR, and customer service requests.
Original Description:
Virtual Agent Concept in Servicenow.
There are various topics that can be covered in it.
Virtual Agent provides solutions to common ServiceNow tasks like creating incidents and requesting time off through an easy chatbot interface rather than the ServiceNow platform directly. It has advantages for developers through its simple drag-and-drop flowchart design and quick testing. For users, it provides easily accessible resolutions with a single click. And for businesses, it improves service, reduces agent workload, and scales efficiency by automating routine tasks. Common use cases include resolving IT, HR, and customer service requests.
Virtual Agent provides solutions to common ServiceNow tasks like creating incidents and requesting time off through an easy chatbot interface rather than the ServiceNow platform directly. It has advantages for developers through its simple drag-and-drop flowchart design and quick testing. For users, it provides easily accessible resolutions with a single click. And for businesses, it improves service, reduces agent workload, and scales efficiency by automating routine tasks. Common use cases include resolving IT, HR, and customer service requests.
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Virtual Agent
A chatbot, which provides you the solutions without digging into the ServiceNow platform. Provide us the solutions such as creation of an incident, delegation of the user, Request for a Leave etc. in an easy way. Before going ahead, it is important to know the reason behind “Why Virtual Agent module by ServiceNow”, as a layman person who knows a little bit of ServiceNow can also create a case using the form and the left navigation bar. So, the below mentioned points will help us to know why to use Virtual Agent in ServiceNow.
Advantages: - There are total three aspects which makes Virtual Agent crucial for the ServiceNow. 1. Business 2. Users 3. Developers Rather explaining them in the sequence it is mentioned above, let’s go from bottom to upside as me myself is a developer 😊.
1. Developer’s Point of View
a. Easy to Implement, as the layout or the process of creation is like how we
create a flowchart. Creating it with some activity boxes, transition lines etc. All these things are already present, and we just need to migrate from the container to the flow pane by drag and drop. b. Quick Output, like we need not move to another page to check the output or what is the response we are getting after making few changes.
c. Modification, of the logic is way easier as the logic behind the flow is written in the activity boxes. And the naming convention of the boxes can help the developer in location the logic.
2. How are Users going to see it?
a. Easily Accessible, a small icon (Can be modified as per the requirements) at
the right corner which will be solving most of the issues without investing much time in going into the ServiceNow portal. b. More convincing as a single click can help us in locating a resolution to the user. Clicking on the “See All Topics” button inside the chatbot will provide all topics that will be resolved on conversation itself.
3. Business Minds
a. Improve service, by providing customers and employees instant answers
through 24/7 automated support. And more interactive session as providing answers to the questions on a chatbot is way more interesting than filling the form fields.
b. Reduce agent workload, by resolving common requests so your employees can
spend more time on complex inquiries.
c. Scale business efficiency, by lowering costs and handling higher volumes of
routine tasks. Use Cases: -
1. Virtual Agent ITSM
Resolve routine requests on demand and elevate the IT experience by automatically responding to the requests, like creating incidents, approving requests and ordering equipment.
2. Virtual Agent for HR
Make it quicker and easier for employees to get answer to routine HR requests automatically, like updating employee profiles etc.
3. Virtual Agent for Customer Service
Resolve routine customer requests by automatically answering frequent questions, creating product support cases, checking order status etc.
