Below is an excerpt of the topics

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After being greeted by the virtual agent, the user asks his question: "How do I set up company emails on my smartphone?" The virtual agent activates the context search, particularly for keywords such as "smartphone". In the NOW system, the search results in a suitable knowledge base article. The knowledge base article is suggested as a link in the virtual agent dialog. The user opens the link and receives instructions on how to configure the email account for his smartphone. If this help is not sufficient, the virtual agent can forward the user to a service employee (live chat).

case study NOW-HRSD
In total, ServiceNow has predefined 18 topics (chatbot conversations) in the NOW module “HR Service Delivery”. This enables the virtual agent to be quickly put into operation for the most common HR tasks.


Update address
Add emergency contact
Ask a Question
benefits overview
vacation request
The example from the HR area deals with the topic of "vacation request". Due to the restructuring of the intranet, a user is not sure where to find the link to the HR tool for applying for vacation. They don't want to uk consumer email list spend a long time searching, so the virtual agent is started in the service portal. The query is "How do I apply for vacation?" The virtual agent suggests a knowledge base article with the current vacation regulations and the link to the application form in the HR tool. The user follows the link and applies for vacation as usual.

added value of the Virtual Agent
In general, chatbots such as the Virtual Agent have the advantage of availability. All users can ask their questions around the clock and solve simple problems themselves (self-service). With the help of machine learning, the experience with the Virtual Agent is constantly being improved in order to deliver better results and to support complex queries in the best possible way. In addition, users can reach their desired goal quickly and without long searches using a guided conversation.