Introducing the ServiceNow Virtual Agent in Zoom Team Chat

[Victor Chen]

Modern teams need the ability to access and request information, directly from the contexts they work in. In an effort to work smarter and reduce app fatigue, Zoom and ServiceNow are pleased to announce the availability of the ServiceNow Virtual Agent, available now to install in the ServiceNow store and configurable for use in Zoom Team Chat. 

The ServiceNow Virtual Agent allows users in Zoom Team Chat to Interact with a ServiceNow bot to create tickets, check status and take actions. It takes natural-language queries from users, like “Can’t get onto VPN”, and uses artificial intelligence and text analysis to parse those requests into a set of custom scripted answers. More specifically users in Team Chat will be able to engage with the Virtual Agent on the following tasks:

Request Application Access - Quickly submit tickets to gain access to applications, or receive support on those applications.

Request Hardware - Gain access to hardware when you need it. Whether you’re making a hardware purchase request or submitting a device replacement request, the ServiceNow Virtual Agent allows you easily request and track hardware status.

Request IT Help - Create an IT ticket directly from Zoom Team Chat. Seamlessly view ticket status, priority, and gain access to articles to troubleshoot the issue.

These automated queries eliminate redundant and repetitive tasks for service teams. More than just increased productivity, the ServiceNow Virtual agent frees up team members’ time so that they can delve into complex issues and provide better one-on-one customer care.

 

How to Get Started 

Request the Conversational Integration with Zoom Team Chat  app from the ServiceNow store and download it to your instance.

1. Find the application under All Available Applications and select Install. Navigate to the Zoom Team Chat Integration > Installation page.
2. By default, the “Automatically link ServiceNow user profiles” option is selected. If not already selected, click this option to enable automatic linking of user profiles. When you click Install, ServiceNow will attempt to log into Zoom Marketplace.
3. Log into Zoom Marketplace. Installation starts in the background. After the installation completes, a message confirms that you successfully installed the Now Virtual Agent integration for Zoom Team Chat.

The Virtual Agent bot and Zoom team chat are now integrated for use on your ServiceNow instance. Your messaging users are automatically linked to their ServiceNow accounts. During auto-linking, Virtual Agent maps the email accounts of messaging users to their email accounts defined in their ServiceNow profile. When the email accounts match, the user is automatically linked, and if they haven't then users can use the Link to ServiceNow button when they begin a bot conversation.

For documentation on exploring and configuring Zoom Teams chat, see here: Documentation.

Streamline Productivity with the ServiceNow Virtual Agent

This integration empowers users to save time and energy by bringing their existing ServiceNow workflows right into Zoom Team Chat. Get started today by visiting the ServiceNow Store to access the Conversational Integration with Zoom Team Chat!