What's new in the San Diego release for Conversational Intefaces

[Charlie Steiner]

In San Diego we are introducing several enhancements we’re super excited about. In this blog, we’ll detail what’s coming for Conversational Interfaces (Virtual Agent and Agent Chat & Advance Work Assignment) and how you can find out more information on each change.

 

Virtual Agent

Starting with Virtual Agent, the focus for San Diego is about modernizing experiences and delivering new insights to our admins.

The Conversational Interfaces (CI) Home page is a single, modern space for admins to configure and manage both virtual and human agents. This new experience simplifies the setup and configuration process by focusing on tasks important for specific points in their conversational journey. From first-time setup, to go-live, to assisting with maintenance and updates, manage the end-to-end journey without needing to dive deep into any one part. Admin Console also consolidates all admin configuration and other settings making it the single, intuitive destination for managing conversational experiences.  

For more info see the CI Homepage docs.

Topic Recommendations

Topic recommendation is a fantastic way to easily analyze your incident data to derive which Virtual Agent topics would be most impactful if implemented on your instance. In San Diego, we’ve added even more data sources that can be combed through for even better recommendations. These data sources include Failed NLU utterances and agent chat transcripts. 

Conversational Analytics

Conversational Analytics is a tool where admins can monitor and improve the performance of their conversations. The dashboards help you refine topics and can increase the percentage of issues resolved by Virtual Agent. As we did in Rome, in San Diego we've added additional layers of analysis to paint more complete usage pictures from which admins can base decisions on. Start tracking click metrics for links in chat to items like KB articles, search results, and more. You can now further delve into NLU analytics with insights into – correct/incorrect predictions, unsupported utterances, and top predicted topics. For more information on Conversational Analytics and how to get started, check out this edition of Virtual Agent Academy.

Watch our Conversational Analytics focused installment of the Platform Analytics academy for a deep dive into this capability and how it can benefit your virtual agents.

For more information see the Virtual Agent release notes.

 

Agent Chat & Advanced Work Assignment

In keeping with some of the themes of Virtual Agent, we are introducing several enhancements to agent chat and Advanced Work Assignment (AWA)

Agent Chat and Advanced Work Assignment (AWA) work in tandem to ensure agents do not only have the tools to easily resolve an issue but are only assigned work items they have the time and skillset to take on.

Universal Capacity

As a part of configuring AWA, we are introducing Universal Capacity which gives admins and managers holistic visibility into agent workloads.

Agents will work across service channels, but up until now their workload was only evaluated on a per-channel basis. Universal capacity lets managers define and oversee an agent’s workload across all channels, helping to ensure an end-user is always properly supported.

See the product docs for how to get started.

Sensitive Data Masking

Personal and/or sensitive information may need to be shared with agents to help solve an issue and to ensure it stays confidential we have introduced sensitive data masking. Configurable by admins, information like credit card and social security numbers will be hidden with automatic, intelligent message masking.

See the product docs on sensitive data handling here.

Profanity Filtering

Automatically hide and monitor profanity, configurable to your preferences. To ensure neither agents nor end-users share profanity in a conversation, Agent Chat will hide words and phrases set by admins while simultaneously notifying a manager of the profanity.

Start configuring profanity filters with this product docs page.

Misc.: the "AI Search" topic block has now been replaced with the "Run AI Search" topic block. Please be aware when using AI Search in your topic or flow. 

See more in our What's New in Conversational Platform for San Diego webinar

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Join us for the The Now Platform San Diego event.

Mark your calendar for the Now Platform San Diego release broadcast  

Join us for the San Diego release broadcast —a global digital experience where we’ll be unveiling exciting, new innovations in the San Diego release across different markets.  

The broadcast digital event is April 6 and is part of the Knowledge Digital Experience. Your registration for this broadcast provides free access to all that the Digital Experience has to offer, including 200+ sessions beginning in May.

Make sure to watch the San Diego release introduction session with Dave Wright, chief innovation officer, as well as 21 sessions on demand, where we’ll highlight different ServiceNow® products, innovations, demos, and the Now Platform. The times of the broadcasts are:

• AMS: April 6 at 9:00 am PT/12:00 pm ET,
• EMEA: 7 April at 8:00 am GMT/9:00 am CET
• APJ: 7 April at 9:00 am SGT /11:00 am AEST

Register now

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