What’s new in the Tokyo release – Conversational Interfaces

[ServiceNow]

by Gene Eun  

In the Tokyo release, we’re introducing several innovations that we’re thrilled about. In this blog, we’ll share what’s coming for Virtual Agent and an exciting new collaboration tool called Sidebar. 

Virtual Agent  

The key emphasis for the Tokyo release of Virtual Agent is providing a more modern and seamless conversational experience for end-users. 

It starts with multilanguage support that dynamically detects and translates conversations into the user’s language of choice. For example, when a user initiates a conversation with the Virtual Agent, it will detect and respond in the same language (e.g. English, French, Spanish, etc.) to give the user an improved, seamless experience. 

 

To better support omni-channel experiences, integrating ServiceNow Voice with Virtual Agent allows you to use the Virtual Agent conversation as an IVR (Interactive Voice Response) to handle phone-based customer interactions. To provide a seamless experience in the case of an escalation, you can use Advanced Work Assignment to route the call to a live agent. In Tokyo release, we have an integration with Amazon Connect, a pre-built adapter to integrate ServiceNow Voice with Virtual Agent. To learn more, visit our product documentation on Integrating ServiceNow Voice with Virtual Agent. 

Lastly, admins can now promote up to 6 commonly viewed topics to be displayed at the top of Teams and Slack conversations. You can also apply branding to your Slack bot in the Tokyo release.  

Sidebar 

Sidebar is a new real-time messaging application that connects coworkers so that they can easily and privately discuss with individuals or groups while they work. It allows agents to collaborate and have discussions in real-time around a Workspace task-based or interaction-based record. Agents can use Sidebar to exchange information and knowledge to help them resolve issues fast and with better outcomes.  

Agents initiate group discussions in Sidebar by entering preliminary information and context and can add participants such as other agents and subject matter experts to help.  

In the Tokyo release, Sidebar is available as an app on the ServiceNow Store and requires Next Experience to be enabled. 

To learn more, visit Sidebar in our product documentation. 

To see more feature released as part of Tokyo, see the video below!

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