Virtual Agent Academy: Work-From-Home Starter Pack

welcome again to the virtual agent Academy I hope you're doing well and stand safe this is nebulosity product manager in the virtual agent team our topic today is going to be about virtual agent work from home starter pack that ServiceNow just released in their share so what we're going to do today we're going to have an overview on all over these topics and we're going to try to publish them in few minutes and we do some customization we will be sharing with you links for that content pack and that blog that helps you understand what is out there please let us know if you have any questions and and we have a here Marcel and Tom that can help me with these questions so let's just start with it you know working from home is not brand new we all have been doing this some of us have been doing it for one day a week or more than that but we are at the stage where everyone's working from home all the week and not just you it's your whole team the whole company so the challenge changed right now for the IT department instead of supporting few people you need to support 100% of your workforce and now the this workforce is dependent on specific tools on IP to make sure that their tools are operating else they're gonna be blockers for the productivity now you have been there you work from home there's a lot of distraction a lot of things can go wrong and we need IT at that specific money moment to help us resolve these issues as soon as possible so we can continue with the other day there's gonna be a lot of distraction but when the distraction happening the tool that helps you communicate with your team have new things that something need to be fixed as soon as possible and IT you know don't have all the time being able to operate 24 hours 7 days a week to solve an issue so virtual agent can help me here and what we did we released few topics on the most common issues that you might have when you work from home for example we have a topic on meeting and this topic would take you through few steps to help you find the issue and if not to be able to log an incident to the IT department the same goes for WebEx and these topics that we released our build on top of virtual agent that means you can customize them and the content inside of them is have been designed to reflect the logic that slack or teams or or in our case Microsoft teams provide to their customers so you can see you are eleda in each one of these slides that we used the logic from them to build it in virtual agent now one more topic that we also release with the starter content is the cove in 1908 you and this is for your employees who have very common questions about how to what what are the symptoms all how can I protect myself and this you can consider as a template you can customize yourself to answer more generic questions about working from home now we're going just to start with it the first thing you have to do to be able to leverage this and use it is to activate the virtual agent plugins I think in earlier webinars a year we just in the virtual agent Academy we discussed how to activate the plugins and if you have an issues we can show you right now how you can find the right plugin so I'm logged into my instance we just need to make sure that you are in the plug-in view might be a caching issues and just refresh this page yep so the plugin that you would need is called perfect by typing star chat part the plugin that you need is a glide virtual agent I have it already installed in my instance and once you install it your are you will be able to see the virtual agent designer and module under here by going to virtual agent just confirm by opening the designer and as you can see the designers working in virtual agent is installed on your instance the second step is to download the content pack so as I mentioned earlier you have the URL in in chat here you'll be able to use that to download the virtual agent in my case I already downloaded the update set from there but what you can see in the virtual agent module it's under share then find some information on the topics some screenshot of those topics to be able to review them before you download I have this button to download updates it and there is a PDF that helps you understand the content of each one of those topics it's very important that you read this through but today we're going to cover most of now you downloaded the topics that it said now the second thing is to load it into your instance and the way to do that I'm sure you know how to use update sets you just navigate to retreat update sets in my case I imported the XML already and they have it and as you can see I already committed this objective the second thing we need to do is identify after reviewing and committing this we need to navigate collaboration to the designer to confirm that these topics are installed I'm just going to sort by update and as you can see there are these five topics as I mentioned also this is the covina King FAQ and you have the troubleshooting for slack WebEx Microsoft themes and zoom now in every organization and each organization might have different tool for example service now we use slack and we use themes and we use also zoom so it depends on your organization what tools what we need to do is to identify the topics that relevant to your company so let's take this example of having zoom active first thing you need to do is edit the topic or review it and that just to make sure that the logic that we use for zoom how to troubleshoot it also match your version that you have installed on the employees instances now by clicking on edit public flow you'll be able to see exactly what we have it's a big topic but it's not that scary so we're just going to it the first thing we try to identify what type of issue we have in zoom so as you can see here we have a static choice list and few options we have unable to receive email video camera is not working all your not working and we do not work in to only know them specifically green although and we have the option of something else and under it if you're familiar with this type of node it's a decision that helps you and navigate to the right flow so if the user entered videos not working it will go in this specific branch and what you see here if something else was triggered what we do we take that's what we do we take the description we create an ID ticket we like this incident and we display to the user and we end the conversation just straightforward now the way we try to resolve an issue and deflect it before create an incident for example if video cameras not working and we went into this branch we provide the details so first we need to know what type of machine the user is using in this case we try to ask is this for Windows or Mac and there are two choices after that we have another decision tree Mac and Windows these are the directions this type of node is called multi flow output it's very helpful we need to want to take the user through specific steps so let me show you what you can do as you can see the first step is text and it would does specific one thing but you also can have link type and again text so you can add different way I'm not going to add a new one but I would like to show you the options that you can use so in our case we use text and link but you can add images or HTML now how does this feel on the end-user what we can do we will preview this topic this is very common that Firefox try to prevent it so let me fix it very fast my case I'm just going to go with a crumb so as you can see these are the options that we sell before unable to receive an email video cameras not working or there's no working those are linked in the designer in the first stage if you type so if you would like to edit or change that part of the conversation you'll be able to edit this a static choice now I'm just going to go with you is not working model and I'm gonna get some directions for microphone so this is the multi output flow the first part of it is a text when you click on it it's going to be with the next part and all this is just one node now this will to help the flick the insulin before it's get created but I'm gonna go with the scenario that all this was not able to fix my issue I'm gonna say no so as you can see it created an incident for me after trying to deflect this issue and again you will be able to edit this very easily all you need to do just navigate to the logic that you would like and compare to the conversation and then do that edit now let's see if we have any questions so far before we move to the next topic Marcel do you have any questions no questions in the chat does anyone from the audience oh it looks like we do have a question so from an attendee do these topics already support multiple languages or what we have to manually perform the translations in the message table great question so these topics build as you can see with key words that means you can use the Cisco iMessage to translate all you need to do just making sure that these messages are in the city line messages and depending on the user profile those will be translated there we did not release this with natural language understanding intense because we wanted to make sure that you go like very fast with this topic but if you want that all we need to do is just to go and enable natural language understanding but being aware that this will be only in English if you use email you okay so I think that answer is the second question was there a reason we did not ship with Nou umm so it sounds like you weren't able to adjust that accordingly if you want to invoke NL you another question that came through can we edit these out-of-the-box topics or is it best practice to copy them and then recreate them no this is a great question I think always try to duplicate because this would be the way to go back if something went wrong you know you might edit a specific thing that you forget about it's always a good practice to even if you it's not a lot out of the box it's even about your topics let's assume you went and you build your own custom topic you put it on production you want to edit it we recommend duplicate do the edit then they pirkei the old one and released a new one okay that looks like all the questions for now perfect so as I said you need to make sure that you review all these topics now we're going to become other type of topic that we're going to review I'm going to go to my going to the slack one again might look like large topic but is not as clear so we try to understand what is the true exactly is it connectivity failure loading issues server or something else it's very important to add sentence at the end because you you're not going to be able to catch all issues at least give the user the option to be able to create an incident through the topic but at least you would have also some context that this issue is about slack so we have for decision tree flows here I want for the server the loading and the connectivity and again we confirm the issue then we go into this special node which is the multi global output and as you can see here I have it goes through opening slack then select troubleshooting and then clear that cache and clear in the cache as you can see is shared for two different two different branches so we just centralize it to save time and antennas now we're going to review this topic by opening and destiny so again connectivity failure is one of the issues loading issue server or something else I'm gonna go with loading issues so the first step is open slag desktop app then click help in your computer and then click Next let's assume we're doing that select troubleshooting next we'll take into the clear the cache are you in something special about this one you that you can get a link that can help you try to test the connectivity with the server slack and it's all my issue in this case we just said our cell phone and so on now we just reviewed the topic flows and we identify so we're going to pick these topics and then publish them now before we publish them we need to add into the service portal in our case I don't have it added so I'm just going to go and add the widget can click new portal 1 give the name and speed I'm going to pick the portal data when I add it to and click Submit now you can see virtual agent should be in the portal and as you can see it is here now I need to publish these topics simply this instance a little bit slow but until the close I'm just kind of publish the public and to do so I'm just going to go back to the other view that they had and cannibal fish down zoom:1 so if you're not gonna do any edits in this case you can do publish the topic as it is but if you wanna add some logic to it again we recommend that you duplicate it I'm going to also add slack topic you like because I want to duplicate it I'm gonna I'm gonna edit it so I'm gonna duplicate a small part of it so this is the new topic as you can see here we do always confirm and then now we what we're going to do here we're just going to remove the cache let's assume in your case in the version that you have looks like you don't really need the cash I'm just gonna ask sorry I'm gonna ask after you so the troubleshoot icon it just goes to issue is resolved I did a small edit to this I'm gonna say that I'll publish it now I should be able to see these two topics in the portal and you can see that they're not much work to release two topics that can solve one of the most common issues we have one more topic that we're going to edit but before that let me stop and see I see there's one question actually we have any questions yeah we do actually um so just to address one of the earlier questions that came in I know some people were asking where they can find replays of previous sessions so those are available on the community site the link has been posted into the chat please let me know if that does not work for you the other question that came in is a little bit more of a technical question so if we created a bat file or a dot ps1 or Exe files will that load and run on the user machines to do some basic maintenance can we invoke that file from within the virtual agent so what you can do if you can store that file under specific URL and then you would be able to provide it in as one link in the conversation I think there was an example here that slack I think clicked on loading I forgot which one was that but let me just Shane I think this was in reference to the Microsoft teams cache where you have to delete files and folders from dislocations so if you create a PowerShell script yeah yeah so one of the well one of the ways where I'm going to show you is to use a link store the store the link store the file under that link and then you be able to reference this link in the virtual agent as one step so one of the steps that we went through with slack that ask you to click on this link to test the connection with the server so you can replace that or add that under the multi output flow once this load I'll be able to show you let me refresh again so let's go to the teams so let's assume that you would have it as link you'll be able to add click Add response click on link here and provide the link that had the file that you user need to download and once they click on it I guess download will start yeah I hope that answers the question any other question myself not at this time if anybody in the audience has questions feel free to post those now we're happy to answer them perfect so let's go into the kovat topic so this topic is is empty and all it does is just a template and with specific questions so what is covered and once the user click on this it's gonna take him through this specific branch all you need to do here you just need to choose the answer to this question and just add the texture and then publish it that's all you need to do for all of these questions depending again on the policy in your company that will require some legal confirmation from your side that this is the right answer I see we have a new question how can we hide few topics from the explore menu okay so there is an link myself if you don't mind maybe we can share that on how to hide topics from the community meanwhile I can show you how to do it just to keep the link as a reference so you will need to go to sis underscore CS topic that's nice there is a column called the year age topic is visible I'm gonna filter out all the false one so technically these are the topics that available let's assume I want to take the new slag out I'm just going to select this as holes let's kill this conversation I'll restart again so as you can see the new slacks not available here but although you can do that I would recommend that you keep all the topics here because for it it depends on the preference of the user some of them might wanna know exactly what does your virtual agent can do and what cannot and that can set some expectation for the user about these are the things that I can do and if it's not here maybe should contact a live agent don't appeal one question that came in from an attendee if if a customer is using virtual agent with NLU currently and you add these topics that use keywords you want to just quickly review what the rework would be to just have two Enel you sure there might be a bit longer but let's do it it's a good question so first thing I need to do I need to activate natural language understanding and select if you are using ServiceNow as the natural language understand save great now Marcel I would need your help now to type in that chat for me if you guys want to actually let's do it everyone type how many different ways that you can ask slack issue so I can use these when I create my utterances so please take a minute and everyone type and utterance how would you ask about slack issue for a chat button meanwhile I'll kritis new ad in the studio within your application yeah duan the bill setting this up i will post a link there is an article out on the community site on how to do this so i'll make sure everybody has that as well so we're going to use all the transit that you're just sending us right now the scope is already taken so I'm just gonna this is a big interesting so let me refresh again great I see your utterances so I'll be using them in a moment so in order to while I'm creating this one of the things that really important that you'll be able to do when you enable natural language understanding is ask you try to understand your employees language the way they talk because to a specific chat pod for example when you ask ServiceNow about an incident you might say I take it or you know we have a specific language so we want to make sure that we build a model is using a natural language from real data let's close this and refresh okay perfect so I have now a new application I assume if you have that you just need to do are create a new file navigate to natural language understanding let's create a new model and I think I have Studios not installed we'll give the plugins time to load just confirm that all you know you plugins are installed in our case I didn't install the natural language understanding for that out of the box but I would really encourage you to use the out for the Box one when you start I'm going to install the Builder you you you and available that's loading we did have a question related to language come in so attendee was asking is there any way to enable real-time language translation in the live agent Kinect for both the user input in the agent response so an example would be of the user types of query and in Spanish the live agent can review it in English and then the person who initially initiated that would see in Spanish in real-time is the question for live agent only or for virtual agent so for virtual engine is not possible to add dynamic translation at this stage that that is not supported and I don't think there's a way right not to do it in a scalable within the current in New York Orlando we are having languidly language on our roadmap to support long term now when it comes to live agent I don't think also it works with Kinect I guess they might be latest feature from ITSM side I am not sure about it but that might be possible I think if you want to confirm me just leaving this question in the community one of the product manager will be able to answer you on that perfect so install the studio they just confirm again I'm just gonna create a new model great so called it 19 and you model I'm just going about their confidence at 70% now we have two topics that are out there one is slack and the other one teased Marcus I'm just going to create one for a slack because we started with that so I'm going to create a new intent slack issue this is the intent now I'm going to take a minute to start thanks for all those a transition gonna use them so right now as you can see I'm trying to enter different ways that a user can ask I would suggest at least then we might be asking why don't we have import we are releasing that in the upcoming release that you'll be able to gather this as an excel sheet and uploaded I'm just doing this manually it's not a lot work talking a few seconds and let's see if we have stopped with this let's click train hopefully there are no errors perfect no errors and let's this so the way I'm going to is I'm gonna take a sentence that we didn't use and it came from David now this was not discovered so one way to do is to lower the threshold but I can still add more so I'm gonna add this one I think I'm gonna pick another one I think someone said trolling is like but I'm just gonna fix the table still don't have the right one so I'm just going to add it click trend yeah it's a ready train because you can see publish i'm just inside working think oh in this case oh I so much like is not working it's broke hang very similar god we got some better results right now so I'm gonna take this intent this model I'm gonna click and publish it it's published let's go back to the designer now we need to change back to the global I'm gonna select the new model that we just published and we have one intent in our case just gonna say that and I'm gonna publish it okay is this a quick test let's refresh this you you you going to cancel this conversation because this one we can go just Alberto refresh my flank is not working perfect although slack was hidden now you can see if they'll being able to discover but again we had two topics when it's not scalable so you need to create one intent for each one of those topics I see there is a question is if a customer asked via question and the intent is not in here where do you see these questions this good question so let's try it right now we don't have for example teams enabled so I'm gonna ask about teams and then we can look for the answer marshal is not working for me today this is something that now we're really supported and what virtual agent can tell you I'm sorry but I did not understand the way to find out where all this being stored so if you have New York or after you can go to open and all you predict log good last as you can see here these are the utterances that virtual agent received so marks of team is not working and if you open this you have here the response from natural language understanding as you can see is empty but one way to do that if you navigate to related list let's add the intent related list I'm gonna add few columns that are very helpful when you are debug those are in other issues Shawn selected prediction and I'm just gonna remove them soon okay let's see this so as you can see here the utterance was my team's not working and mapped mean that this utterance that did not return in our case here was not really mad Shawn did natural as an option selected was not selected by the user Auto selected means was not Auto selected by virtual agent so this is there was no prediction here but I'm gonna pick the other one where slag got triggered so I think it's just up in this loop Thibodeau while you're pulling that up you know customers may want to also know did the fallback topic or the error topic invoke as well if the utterance was not recognized yeah so the fallback topic is the topic that get triggered when virtual agent does not understand and the error is when there is an error in the system like if you had a syntax problem or anything in your script that trigger virtual agent could fall into error that will that error is the right topic fallback it nothing wrong happened but virtual agent does not understand so two different experiences so in this case we had my slides not working today and as you can see the prediction came with slack issues that was the intent it was not it was also selected to because it ran from itself that was the prediction confidence 0.97 it was mapped to a topic so if the intent our discover was loose or what we say there is no topic associated with it this map will be false shown when we get that option of multiple topics virtual engine is not sure what do you mean and we'll show you different options it will show you that this topic was displayed part of the list so I hope this answer the question here where you look at it but since we are reading to this I would recommend for you also look into if you are on Orlando instance click on interaction and starting from Orlando an interactional virtual agent is stored in interaction table so for example you can see here this interaction was it's or just plain open to get the latest one and let's open I'm just going to add the transcript so with that interaction you should be able to see that transcript that have been between virtual agent and user let's pick one so as you can see virtual agent here is more information this is exactly what type for me when I try to test a convict topic it's really powerful table you should try to leverage it as much as possible now what you can find under it also some related fields for example in this topic and insulin was created so you would see under this interaction the incident number that is related to it and let's assume there are a lot of topics that are not just one you would see them listed here too I think there's another question there is so an attendees asking can a customer usable topic be made to be NLU enabled yeah so the way to do that building blocks are not topics they're just common thing but the way to do it you just build a new topic and it will be one node right it just will be that reusable topic and you just link it to an intent that building block don't link it itself because there is no way first but it might be problematic you want it to be centralized and if you think it should be exposed then build the topic and give it a name give it an intent and publish it yeah and I think it's important to mention to the the intent to topic mapping is a one-to-one so you can't have this map to multiple topics that won't work but just be be cognizant of that exactly I think one more question is there a feature to add questions from the interactions to the utterances meaning the table you just pulled up is there a way to automatically create new entrances from that automatically no and you don't want to do that because let's take the worst case scenario I asked you guys here to type how do you ask slacking I gotta address that you really don't want to use to train right so you don't wanna you don't want to add that automatically you want to review it because virtual agent is supervised machine learning you want someone just to review then inject these into the model so I hope this answers your question this is what we see as a dis practice when you come to tune in the model okay and we have one more does virtual agent suggest knowledge articles or do they have to be specifically built in and I think a good example of that would be that the co bid FAQ topic where it's God text responses currently but you know with the option to builder and links to knowledge from there yeah one one way exactly Marcel said let's say new topic to fix this chiropractor oh something we didn't do yet and you don't want to have this you don't want to have like specific link so what you can do you can leverage your usable topic and you can trigger search so let me show you what you can do you edit this and you take topic block you just add it and in our case here I don't have it but let's do it since we're really talking about it's really a good question to the reusable topic blocks are new for Orlando so if you're on McGruder New York you're not gonna see reusable topic blocks so just be aware yeah but in New York I think my cell there is topic specifically for search knowledge based right and what you can do you can embed that you can embed the logic of searching by but that will require you few scripts the few lines of scripts that you need to do inside of the topics starting Orlando there's no script and get for that so let's activate that one it's under virtual agent ID same so you wouldn't activate by December Allegiant conversations I should pick another instance today okay hopefully this won't take long so what's gonna happen let's talk about topic vlogs there's some logic that you would need to re-build in every topic that is very common search knowledgebase create an incident contact like agent so you don't we wait until New York you had to rebuild that logic in every topic now starting Orlando topic block will enable you to have that build once release it as a block and then you will be able to use it from different places so for example out of the box we have survey a transfer to live agent but right now I'm activating few out more out-of-the-box topics so we're gonna see search knowledgebase part of this list I'm going to select on it and that what's gonna happen then what's gonna happen I'm gonna take the utterance and send it to the search so you'll be able to embed search for a knowledge base not just one link so this might take a while so just leave it as this I'll take the next question okay our interaction table is empty but our V has been in production for a few weeks now just confirm if your production is it on Orlando because this feature started in Orlando now if you are in in New York the interaction table restore the interaction between virtual agent and the user only if that interaction went to live agent if it went to live agent in New York we store it Orlando we store all the interactions now our interaction only created when the ticket is opened known in Orlando it's it is created at the end so you can have that stored I hope that answer your question and the second one can we limit a virtual agent respond from a specific knowledge-based category only but not all knowledge are okay so if you have specific knowledge Arctic knowledge bases that you want what you can do once this is done seems here we'll just wait for this one because this still can answer you so yes you'll be able to do that all you need to do let's just refresh this one you would need to send the parameters for the right topic okay so as you can see after the plug-in finished now you have more topics installed and the logic is you would have that common things in a virtual agent that you use different places stored here for example search catalog item contextual search does this so here you would if you navigate to we can see any documentation of this variable but your your question knowledgebase would be sent as a parameter to the reasonable topic and you will be able to get the results and then you just need to display it if you want to learn more how to use it I would encourage you to look into the out-of-the-box topics that are reusing this there are a few good examples there so you just need to duplicate do the edit and you're good to go the bill so if they want to extend it to a knowledgebase category meaning you know there's within one knowledge base there might be multiple categories with that require additional script or do we have out of box so no no I understand so you would need to go to the topic block in this case this one this one need to be customized so keep moving so you would need to duplicate and build your own topic block we use the logic from here add category as a parameter that you send to the API and then release that that topic block and reuse it so if you need to do some modification we'll be done here okay and one more question someone's asking can you hide to show me everything topics based on criteria so I'm assuming that's user criteria or HR criteria so if only certain managers need to see the Kovach catalog items but not employees so can that list be changed based on the user ok so the look yeah good oh go ahead oh ok so the question is on this part let's navigate to the portal so the greeting can be customized depending on the user what I would avoid doing is evaluating the topics sorry hiding this button because if you hide it natural language understanding would be disabled too so you would just go with a list of options and I are good with that you don't want natural language understanding yeah you can hide that but you need to give a few options and that might require you some scripting what was the other part of the question myself it was to be able to limit it by the user meaning you know if an organization just wants their managers to have access to the Cova topics but not all employees meaning they've got the information funneled more from a supervisory level in this case the solution won't be in the hiding the thing let's say we have this coffee topic you would just need to edit the role you just put the right role that should be able to see this one not all topics so I hope this answers I will go with this instead of hiding that button itself last question will take it can the VA learn patterns from users via is think of it as a kid you need to teach it does not sign from itself so you need to take the knowledge and the insight from your incidents knowledgebase use chat and feed it to natural language understanding build topics automatically that cannot be done and again that standard right now that we have supervised machine learning and we don't want it to teach itself now how do you find patterns that's much easier when you look into the product like performance analytic and clustering those tools can help you find those common requested services from IT or a different Department you can take these and build topics to match that ok I think we have two minutes I would like to reiterate what we did today so we had activated the plugins downloaded the content pack imported as an update set and committed that reviewed the topic block the topics pick the ones that match our organization publish toast and added them to the portal as you can see in few minutes you can go live on those topics I would really encourage you to try to download them and please share your feedback with us we have a link in the community that can help you understand the scope of that and we would love to hear from you so I'll leave it at this thanks everyone stay safe and we'll see you in the next virtual agent academy

Channel: ServiceNow - Now Community

Views: 606

Rating: 5 out of 5

Keywords: ServiceNow, ServiceNow Community, WFH, remote, chatbot, setup, 101, basics

Id: W-iit5zQ22Y

Length: 55min 10sec (3310 seconds)

Published: Tue Apr 21 2020