More powerful low/no-code authoring tools

Multi-language topic authoring

Author, translate, and test topics in multiple languages, now all within the Virtual Agent designer panel. Use the Localization Framework integration to manage all aspects of translating Virtual Agent topics via machine translation, a third-party localization provider, or both.

Omni-Channel Topic Testing

To continue enriching our omnichannel experiences, we’ve also improved authoring and management capabilities to better handle deployments of Virtual Agent across channels. Preview topics in Slack or Microsoft Teams during topic development in Virtual Agent Designer.

There are numerous other enhancements to Virtual Agent Designer including new topic blocks, chat components, and a number of updates to topic development with Natural Language Understanding.

Please see the full Virtual Agent release notes for more detail

Better insights to measure and improve

Conversational Analytics is a tool where admins can monitor and improve the performance of their conversations. The dashboards helps you refine topics and increase the percentage of issues resolved by Virtual Agent. In Rome we've added an additional layer with funnel analysis. This new analysis brings insights and optimizations of conversation paths to address why users may dropping off.

There have been additional updates to Conversational Analytics including:

• Saved views for: conversations and users
• New metrics for Incident Auto-Resolution
• Deflection Tracker
• Transcript Analysis

Every release our Virtual Agent teams strive to enhance experiences, provide better tools, and make it easier for teams across industries to embrace Virtual Agent. Many of these enhancements are driven by you! Thank you for all of your feedback and support in our Community and across our other channels. Please see the full Virtual Agent release notes for more detail or post any questions you may have below.

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Join us for the The Now Platform Rome event.

Mark your calendar for the Now at Work, Now Platform Rome release broadcast

Join us at Now at Work 2021 to learn more about what’s new in the Rome release. You won’t want to miss the Rome release highlights in a keynote session with Dave Wright, chief innovation officer as well as 20 sessions on demand, where we’ll highlight different ServiceNow® products, innovations, the Now Platform, and best practices for upgrading to the Rome release. Register today based on your region:

AMS: https://www.servicenow.com/ams/en/now-at-work.html

EMEA: https://www.servicenow.com/emea/en/now-at-work.html

AP: https://www.servicenow.com/apj/en/now-at-work.html

Japan: https://www.servicenow.com/apj/ja/now-at-work.html

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