Virtual Agent Work-From-Home Starter Pack For IT and HR

[Ankit K]

With the outbreak of COVID 19 affecting almost every realm of life and business we understand the dire need of solutions that can help our customers manage the increased strain on IT organizations as many employees are moving to remote work. The Virtual agent(chatbot) application can play an important role as a self service alternative while embracing the spirit of social distancing.

We at ServiceNow are introducing the Virtual Agent Work-From-Home Starter Pack which offers a quick start and blueprint to enable Virtual Agent to help address work-from-home needs.

The purpose of the Virtual Agent WFH starter pack is to give our customers predefined topics that serve WFH IT use cases as below:
 

• Frequently Asked Questions (FAQ) topic to address questions that employees may ask about the  crisis.
• A topic for Zoom users to troubleshoot and resolve common issues encountered when hosting a meeting using Zoom.
• A topic for Cisco Webex users to troubleshoot and resolve common issues encountered using Cisco Webex.
• A topic for Microsoft Teams users to troubleshoot and resolve common issues encountered using Microsoft Teams.
• A topic for Slack users to troubleshoot and resolve common connection issues.

Additional IT Service Management topics and HR Service Delivery content

• ServiceNow additionally provides prebuilt topics to handle the most common IT issues, including searching the knowledge base, opening or checking the status of an IT ticket, and ordering an item or requesting software access from Service Catalog. Please refer to ServiceNow product documentation for ITSM Virtual Agent conversations on Madrid for more information.

• ServiceNow also provides prebuilt VA topics for HR to handle common HR Service Delivery issues such as pay discrepancy, leave of absence, and updating an employee profile. Please refer to ServiceNow product documentation for HR Virtual Agent conversations on Madrid. Additionally, several Employee Experience Packs for HRSD customers deliver prebuilt process flows and content for use cases such as Health Alert communications, Onboarding, Transfers, and more.

How to get it

We have two versions of this pack.

    Version 1.x is for Madrid.
    Version 2.x is for New York.

On New York: This Virtual Agent Work-From-Home Starter Pack targets keyword-based instances and does not include NLU artifacts such as pre-trained models. If you have an enabled NLU on your instance, you may choose to augment these topics with your own NLU model for a more natural and engaging conversational experience. Please refer to ServiceNow product documentation for Natural Language Understanding in Virtual Agent on New York for more information. 

To download the pre-built process flows and sample content please view the listing on Share ServiceNow Developer site.

 

Click the "follow project" button at the top of the sharesite page to get updates, including new versions with enhancements or compatibility with other releases.

*Note: this pack requires entitlement to the ITSM PRO, HRSD Professional or HRSD Enterprise. Please check with your account team for licensing questions.

If you have questions, comments, or feedback on our WFH starter pack feel free to leave a comment or a post within the Virtual Agent Community.