all right i think we can uh get started uh welcome everyone to the live on uh servicenow uh event uh my name is bharath padakhi and today we'll be talking about conversational interfaces and servicenow chatbots uh recipe for success um let's get started uh so a quick agenda here i'll quickly introduce myself in a second and uh my partner in crime uh shaker who's uh on the ideas and product management team as well we'll uh we'll quickly introduce what ideas and standard and professional packages look for you and then dive uh straight into the overview and the product capabilities around conversational interfaces in our marching agent we have a we have about three demos as well so we can actually show you uh the product and not just for you uh with slideware so hopefully uh it will be an engaging conversation but before we get started a few housekeeping items uh there will be a q a uh after the presentation uh hopefully hopefully we can we can set aside 10 or 15 minutes uh uh for the q a please use the q a feature to ask the questions throughout the session and as as you're asking questions please introduce yourself we love to know uh uh who you are this session is uh being recorded and it will be shared on the community forum uh after the session uh once the session ends though you will have we will prompt you for a short survey uh we would greatly appreciate any feedback so we can continue to learn and improve uh with these events and then uh [Music] before we get started into the actual agenda itself as a follow up with today's sessions we are having a meet up uh next week um i suggest that uh you take your learnings from today and bring your follow-up questions to this meetup for a deeper dive uh on starting your virtual agent journey uh this meetup event is a great opportunity uh to not only learn from servicenow experts who will be present at it but also engage with your peers um hopefully we will see there from as a follow-up to this session as well and i believe we just dropped we should have dropped the link to register for that meet up in the chat session so please use the session to register all right so let's get started excuse me so my name is uh bharath padakhi i'm part of the idsm product management team here at servicenow so anything that you see within core itsm from incident problem change major incident management on call scheduling request management service catalog walk up uh virtual agent capabilities servicenow portal service now mobile all of those capabilities with respect to itsm are owned and managed by my product management team and today i have abhinav shaker joining me hey everyone i'm abhinav shaker and i'm a product manager with itsm at servicenow i'm part of the team which takes care of itsm virtual agent conversation along with it i also have a product called itsm success dashboard which is a new product that we have launched recently in san diego and i also take care of benchmark as a product so nice to have you all and looking forward for an insightful session thank you amina so let's get started here before we get into the meat of the conversation itself i wanted to make sure uh i share with you how we package products here with itsm and just kind of give you an understanding of where the different capabilities like so what you're looking at here in the center uh or in the dark circle here essentially our platform capabilities uh that are available to all itsm uh customers whether that's cmdb benchmarks mobile reporting capabilities knowledge uh service level management service and assessments all of these capabilities are what we consider platform capabilities and are available to all of uh idsm customers but for its and standard customers above over and above the platform capabilities there are some additional capabilities which you should hopefully are already familiar with the incident and problem management changes release management request asset and cost walk up they're all part of ips and standard and with san diego you will also see a new capability called digital portfolio management that is also now available with ids and standard the digital portfolio management is the successor to what we used to call the service portfolio management so if you're curious please do check out as san diego goes ga in the next couple of weeks here please do check out digital portfolio management uh if you're interested from itsm standard as you move on to itsm pro uh again i do want to call out everything within itsm standard is available to itsm pro customers the additional capabilities that are available in pro include the virtual agent capabilities which is why we are here today you have the predictive intelligence capabilities within itsm pro which is the home for all of our artificial intelligence and machine learning use cases performance analytics continuous service improvement and vendor manager workspace as well with with this year you will find that our devops change velocity capabilities are now included as part of itsm pro it's no longer a standalone sku that you have to go purchase separately it is if you if you are an entitled if you are entitled to pro devops change velocity capabilities are available to you and of course finally dynamic translation has a capabilities also packaged within our itsm pro and finally we have a third uber package called the idsm enterprise uh where you will find our workforce optimization capabilities as well as our process optimization capabilities bundled in there so moving on to the next slide upgrading the package is essentially the way we look at it we we consider standard as modernizing an experience automating with itsm pro and essentially optimizing your servicenow experience with our idsm enterprise package upgrading your itsm package we believe gives you a terrific advantage as an example companies have seen a deflection of 50 of all incidents coming into the service desk using the virtual agent capabilities i.t service desk agents have now have are seeing an 80 accuracy in auto assigning of tickets as artificial intelligence and machine learning automate a lot of the repetitive manual work and eliminate the human manual error so your employees can find answers instantly and your service desk agents can focus on more fulfilling work [Music] i think one of our case studies has almost 104 hours saved per agent yearly as a result your workforce overall tends to be tends to have a much greater uh job satisfaction and a lower turnover we've also seen agents save 20 hours a week on change tickets with the devops change uh integration by connecting dev tools to a change management for automatic ticketing and approval say goodbye to all of the silo tools and instead instantly monitor and analyze performance gain visibility on business processes and continually improve to cut costs by almost 30k a year and finally reduce your backlog by 70 with performance analytics uh delivering id insights for your teams so that your service and operations teams can make data-driven decisions right there's some of the examples of case studies that are available from our customers that are public references that you can see on our uh dot com site before we get into the virtual agent capabilities itself i did want to make you folks aware of some of our services offerings that are available a lot of these have been built piloted through through a majority of last year essentially responding to the needs of our customers we've been hearing about this a lot from you folks and these are now available for customers there are three flavors here the first one is called virtual agent essentials which is essentially a designed to help you kick start your va journey we will work with you in your sub production instance to turn on 16 pre-built conversations turn on the necessary channel integrations and essentially help set you up to move that from your subproduction environment into your production and go live with it your now intelligence uh implementation service is a much is a full-blown uh implementation service where we will come in work with you understand your requirements and we will help you build 15 virtual agent conversations of your choice uh within your environment and help you with uh going live in addition though the the now intelligence implementation service is uh teach me how to fish service so which is uh essentially we will we will train your folks as well on the different capabilities on the tools that our services pass services folks or our partners are using uh to actually build these capabilities and the final package is the or the final services the virtual agent think about this as your managed service offering where essentially a forest fee we will we will set the solution up for you we will activate everything necessary and essentially maintain and manage the solution for you it's hands-off our experts will meet with you on a regular basis uh whether that's building new topics whether that's fine-tuning uh your nlu models tuning your search capabilities all of that will be managed by our team essentially like i said uh managed service offering so with that let me let me let's get into the meat of the conversation now um one of the primary goals we hear or one of the primary objectives we hear from customers when they want to start on the virtual agent is of course uh enabling employees to self-serve and essentially find the answers that they want within uh the automated channels and reduce the load on on the human cue or the agent queue uh employees uh typically coming through multiple channels it could be through mobile devices it could be through teams or slack interfaces or facebook at workplace or even the servicenow portal our virtual agent is available on all of these uh channels at 24 cross 7 are ready to help the employees get what they're looking for one of the common questions before i start building this up one of the common questions i get from customers as they start their virtual agent journey is hey look i've spent i've spent a number of years building my catalog building my knowledge content i've set up portals is it time for me now to go build virtual agent topics for every single use case out there and my guidance to them always is no that's not the case your cat your existing catalog and your existing knowledge are the most powerful tools uh at your disposal the virtual agent can use your existing knowledge and existing catalog items to actually help answer the user's queries and get them to the right place with ai search which has been available since quebec on the platform uh you can now essentially surface the existing catalog items and knowledge articles you via the ai search through virtual agent to your employees with ai search not you can not only tap into uh knowledge that exists on the platform but you also can enable external knowledge whether that's sharepoint jira confluence integrate that into ai search so your employees essentially are getting a unified experience across the platform when it comes to building automated resolutions or topics i always recommend customers to be very purpose driven or specific identify your high priority use cases identify your most valuable use cases and build your virtual agent topics or automated resolutions for those specific scenarios for everything else your catalog items and your knowledge articles will essentially help answer your employees questions this also gives you broader coverage across the platform what are automated resolutions it's a combination of virtual agent topics nlu models and any workflows and integrations uh that are part of it uh all of these are i would consider them as one single bundle as a itsm team uh if you folks are not aware we have been releasing uh virtual agent content on the store on a regular basis i think through most of last year we used to do it on a monthly basis where we would release a combination of specific use cases of virtual agent topics pre-built nlu models the flow designer flows and any integration hub spokes to automate the third party integrations all bundled as one package and available to ids and pro customers already without any additional uplift uh starting this year we are moving to more of a quarterly cadence and i have a slide later on which will essentially uh show you what some of that content looks like right so the intent there from our end is to reduce the burden on your end for you to have to go build contact yourself from scratch a lot of the out of the box content is already available for you hopefully it works for you right out of the box but you do have the builder capabilities on the platform if you do want to extend those out-of-the-box use cases or if you want to customize it specifically to your organization's needs you have the ability on the platform with the virtual agent designer the nlu workbench or the flow designer capabilities now uh excuse me the virtual agent can always cover every single thing there's always going to be things out there that the virtual agent doesn't have an answer for i highly recommend customers to set up the live agent capabilities and turn on the live agent transfer capabilities with the virtual agent uh you here you have a seamless transition whether the virtual agent is unable to help the user or if the user just wants to talk with an agent within the same interface whether that's on teams slack in the portal or on mobile you don't have to change interfaces the virtual agent essentially behind the scenes brings the live agent into the conversation so you're not looking at different interfaces uh the live agents essentially if you have a queue out there the virtual agent will transfer you to the next available agent if you have a advanced uh work assignment we'll essentially use skills capability availability to bring the right agent into the conversation one of the capabilities that we will we will show off later on uh in a demo today is the autopilot where the live agents can essentially run a virtual agent conversation on behalf of the user while in a conversation with the user all right in addition to users reaching out to the virtual agent we also have the capability called actionable notifications which is essentially you can use the virtual agent as a channel to reach out to users whether that's proactive notifications announcements surveys day-to-day tasks like approvals ticket updates getting a comment or additional information from your user you can leverage actionable notifications which is again part of the virtual agent capabilities to reach out to end users uh from the system finally uh the last capability that i'll talk about here you will still find users come to other channels like a portal or or or even an email channel where they just send an email and a tickets created within the system the virtual agent helps deflect some of those capabilities as well this this capability is called issue auto resolution we internally love to call it agent zero but the official name is issue auto resolution which is essentially when when a ticket comes in through either the portal or the email channel the virtual agent quickly intercepts that ticket tries to see if it actually has an automated resolution uh for that specific use case if it does instead of routing the ticket to the human queue the virtual agent essentially takes over the ticket proactively reaches out to the user using actionable notifications and see if it can actually help the user uh right then and then right and again we will we will show you all of these capabilities uh as far as we move forward so let's move on to the next slide so the big question how do i get started we've had a number of conversations uh with customers over the last couple of years around how they think about the virtual agent journey and essentially we boiled it down to four major buckets uh the first things customers asked us or you folks asked us was how do i understand what i should be building how do i know what are the most relevant use cases on my platform where can i focus so i'm not i'm not running an analytics outside of the platform to better understand can service now provide the tools and capabilities to essentially understand my data and understand what i should be focusing on the second piece is the build itself this is where our builder tools such as the virtual agent designer or the nlu workbench comes in where we essentially have tools and capabilities to help you build the solution and deploy the solution the third main bucket was the experience here again the primary concerns were around delivering an engaging seamless experience to end users a modern experience to end users so employees can employees can actually interact with the virtual agent and get the help that they need and finally the last bucket is measured yes i i've gone through this journey i've deployed the capabilities but is it working uh is it is it uh are our employees happy with the experience we again have capabilities on the platform which is which help you essentially measure the experience so you can continually improve uh over a period of time this is i should have built this as as a continual improvement cycle which is essentially once you measure you come back into explore and you continue to iterate this the virtual agent journey isn't a once and done a kind of journey you you mature through the journey as you learn uh how your users are interacting you continue to measure you continue to understand what user feedback looks like and you continue to improve that experience over a period of time so over the next few slides here i'll go into each of these individual buckets and talk about some of the capabilities again in full transparency we have we we only have an hour so i'm not going into every single capability that's out there i do want to surface the the key ones uh to you folks uh so let's start with the conversational interfaces over the last year and a half and i think it was the quebec release uh we we've had we've had a steadfast focus on the administrator persona one of the challenges we often heard from you folks was that the administration experience around the virtual agent capabilities was extremely complex it was hard to navigate and understand what was available where it was available and and you were left to your own devices trying to figure out what the landscape was and what capabilities were available so in response to that we've continued to build the admin experiences uh with san diego the the conversational interfaces homepage and the ci home page has has taken another fresh look essentially what we are driving towards is that the ci homepage becomes the one stop hub for everything virtual agent so you can set up and configure and maintain your virtual agent and agent chat capabilities the ci homepage also dynamically recommends any relevant plugins that you may not have turned on or store apps that may be available for instance if there's new content packs that are available for virtual agent conversations you will see those recommendations come through in the ci homepage so you don't have to go to a doc site you don't have to go you don't have to scour through the release notes we are trying to ensure that we can inform you and provide all of the resources for you in a single place also any virtual agent capabilities topic recommendations issue auto resolution ai search nlu all of these capabilities can be turned on from within the ci home page uh you it will also help you add your chat to portals install your integrations configure your branding and one new thing that's available with the san diego release is that try your bot capability where once you have done some of the configurations you can essentially uh use the trio bot capabilities to see how the virtual agent actually looks the next big thing that i do want to call out here is topic recommendations again in in the spirit of helping you understand what your instance looks like what your data looks like topic recommendation essentially runs and runs an analysis on your platform on your data and surfaces results which essentially informs you what key areas that you could focus on so some of the data sources that topic recommendations uses are incidents requests uh live agent chat transcripts uh that are actually happening on the instance nlu uh fallback utterances all of this can be fed as data sources into topic recommendations where it will then cluster uh these data sets and surface key insights such as hey here's a vpn a topic cluster versus a password reset versus a citrix session or uh active directory group issues right with san diego we also have this summary statistics box which also tells you potential uh coverage that the virtual agent can give you uh with with these uh specific data sets uh one thing i did forget to call out is what you see are essentially we are anything that we surface as or anything that we ship as content backs with our virtual agent topics they are essentially surfaced here so you can see what previous topics are already available for the clusters or areas that are being surfaced within our topic recommendations so with that uh let me switch into a quick demo uh and while i switch here uh uh we'll we'll have a quick poll uh come up uh for you folks as i'm as i'm transitioning into the demo you would greatly again appreciate your responses so we can better understand right 66 percent all right let's uh i'm gonna go ahead and end oh one more nine folks all right i'm gonna go ahead and end the poll here it looks like under consideration hopefully thankfully no one in the not considering market which is why you're here thank you under consideration uh a 67 installed but not using 11 and used frequently uh 22 hopefully again if if you're under consideration installed but not using this session helps you uh uh with better understanding what capabilities you have and also uh going back to the service offerings that are available these are available for you folks if you want to work with the servicenow folks to actually get started on this journey uh so let's let's get started here uh i am in the conversational interfaces home here so i just wanted to give you a quick tour of this so essentially you can you can select a specific portal that you want to deploy your virtual agent to you can open the portal again as you see here you can this this the ci home essentially brings all of the necessary capabilities for you in a single place as i scroll down here preset cards which essentially give you the right set of steps all the necessary steps that are needed to complete the the virtual agent journey you can go and pick each one of those we have specific settings that are recommended here so whether that's branding adding it to a portal setting up greeting topics the analytics uh capabilities again one of the things we hear from customers is they weren't even aware that there are analytics dashboards that were available already shipped out of the box again surfacing those capabilities for you folks setting up the channels and if you have if you want to turn on either an ipsm virtual agent or hr virtual agent or a csm virtual agent you can essentially uh turn those plugins on here as well and the final thing that i'll show you here is the chat settings on the conversational interfaces home uh again coming in uh all of the chat settings are brought together in a single place giving you uh a visibility into what plugins are already installed and what plugins are available for you so hopefully this helps you in better understanding the overall uh landscape and navigate the landscape the second piece that i want to show you here is the topic recommendations capability again a few few different things to introduce here you can always uh get new recommendations which is if you look at the different data sources here which is incidents requests live agent transcripts fallback uh attracts us from nlu fallback addresses we are also adding hr uh cases to this uh i think i believe in this quarter is where we are adding it so we have a default settings here where we where we run the scan for a specific period of time and i believe we do it for three months out of the box uh you folks can change that setting but essentially once you have chosen a source and you run an analysis to get recommendations on the system here's what you're seeing right so essentially what there are two sections here uh topics that the virtual agent understands and can handle what this means is we have intents and we have topics that are already available pre-built topics that the virtual agent is ready to handle right so so when i look at here whether that's a vpn connectivity reset password email issues collaboration applications all of these topics are shipped out of the box and can be turned on easily within the virtual agent clicking on any one of the card essentially gives you the ability to go here and add it to va if you already haven't added it there's a second section at the bottom here in topic recommendations uh as i scroll down here this is va understands but cannot handle yet as i was mentioning we do ship nlu models out of the box there's a rich it taxonomy that's already shipped out of the box run based on the analysis what the virtual agent is telling you here is hey i have these clusters i understand what they are they are in the service now out of the box taxonomy but there are no topics uh for here the watching the servicenow team hasn't yet surfaced or released anything around this topic but you have the ability still to actually go build specific virtual agent conversations if you choose to for these specific topics again you can select one click add to here and it's going to launch you into the virtual agent designer one of the pieces i forgot to call out here uh with each of the clusters you can actually see how many incidents within that cluster or how many requests within that cluster actually match that topic and also the summary statistics box which essentially gives you an idea of how much of the incident volume in that period that you ran this analysis for how much of that the virtual agent can potentially handle if users are actually using the virtual agent so hopefully again uh this gives you a sense for uh how to use the virtual the ci homepage on the topic recommendations excuse me uh so let me switch back uh to the presentation oops so moving on from the explore phase into the build phase uh i'm not going to focus a lot here on the our virtual agent designer capabilities or the nlu workbench uh capabilities hopefully you folks are already familiar with this i i'd rather focus the conversation on the content that is being shipped again a lot of this a lot of the virtual agent topics and pre-built integrations what i call as content as one one single block uh is being released in in active conversations with customers we are engaging a lot of the customers to understand what some of the highest priority issues are for them uh we are engaged with our field with our partners to understand what kind of use cases we are hearing from customers and where they need help and like i said through most of the 2020 and 2021 we had a cadence where we'd release content on a monthly basis i believe we have about 100 plus conversations now and integrations that are available uh already on the platform uh we have switched to a quarterly cadence uh starting this year uh so essentially it's a combination of virtual agent topics pre-built nlu models which has the entities intent the vocabulary all bundled in and the integration of spokes are also packaged into this content in addition to uh specific automated resolution content we are also releasing a number of other types of content whether that's self-service so if you notice meeting connectivity walk-up check-in topics or even actionable notification topics where out-of-the-box approval notifications ticket status update notifications uh all of these are shipped out of the box as well uh in terms of uh as part of the same content packs so again hopefully you don't have to build a lot of this on your own it's available for you as you update our latest content packs moving on to the next bit here with the san diego release and the virtual agent is now available as a primary bot so you can provide a unified chat experience for your employees prior to san diego the servicenow's virtualization could only act as a secondary bot but now you have the ability to orchestrate uh with other bots and essentially have a servicenow uh virtual agent be the primary bot the primary interface for your end users we have out of the box integrations with microsoft azure and google dialogflow so the servicenow bot can essentially orchestrate between any of the third-party bots or another servicenow bot on a separate instance within your organization the greatest advantage here is the common conversational model and data storage all of that is is seamlessly integrated into a single model within the primary board so you can essentially do your reporting and analytics across a single data model and not have to go across a third party console okay the next piece you're switching from the build i'll get into the experience pieces i think we're about 30 minutes in uh looks like we are good on time one of the one of the capabilities that i do want to call out this has been available uh uh since quebec for us is the ai search uh capabilities the iai search is available uh within your portal as replacing the zinc search that we have had ai search is available within now mobile uh and within the virtual agent with san diego a number of the within the virtual agent the ai search capabilities will be automatically turned on what do you get with ai search essentially it's nlu based intent detection so whether your employees are typing in uh just a keyword a question or a statement uh nlu is embedded or is is inherent within the ai search so you can essentially understand the intent and service the right results for your users uh the earlier point that i was making about bringing external content external knowledge sources into service now the ai search external adapters help you integrate uh external sources we already have integrations for sharepoint and we are working with partners to release additional uh capabilities but as a framework and with servicenow as we always do it is an open framework and you have the ability to actually integrate your own knowledge sources into service now if we already don't have that integration uh genius results essentially are uh so if you notice at the top here this is essentially a genius result it is a top result with a very specific card and an action embedded within the genius results so users don't have to scroll through a set of results we can tell them what the top result is and essentially take an action from within that search result itself semantic search semantic search is also available with an ai search which is again so we can provide precise answers within knowledge articles and faqs to end users think google search instead of just showing you our links to articles we will actually surface the snippet from within the article uh that that answers the user's question rather than the the whole article of course we will have links to all all the set of articles in the entire article uh within the search results as well but the the q a will essentially be surfaced as a top result or a primary result for the end users and finally there is no additional steps needed to use ai search within the virtual agent uh what we call fallback search within virtual agent ai search is automatically integrated and turned on by default so when users actually come in and interact with the virtual agent and there are no topics ai search kicks in behind the scenes automatically and looks at any catalog items or knowledge articles that may be available that could actually help answer the user's questions so next one here actionable notifications again i've spoken about actionable notifications a few times uh it actually helps you drive employee engagements and it's not just about a task repetitive tasks such as whether that's approvals or ticket updates where typically employees may have to go to a portal somewhere or look at their email to actually take care of these tasks you can use the virtual agent to proactively send these notifications to end users so they can actually finish the tasks well within the virtual agent channel itself the auctionable notifications can also be used to send broader mass notifications whether that's outage notifications to an employee base organizational announcements or if you want to send service actionable notifications are a great mechanism to actually use and send those uh issue auto resolution as i was talking about it earlier uh agent zero again uh proactively uh intercept any incidents coming from your portal or email channels and and and see if we can actually help the users before it gets to a human queue get them the answers that they need uh before before they have to wait uh for an agent and i'm hurrying through some of these so i can actually show you a live demo here my apologies live agent transfer and agent chat again my i always recommend this to customers the virtual agent can't always cover everything so make sure ensure that you have uh an out for your end users if the virtual agent can't help them in some cases it could be asking the user if they want to create a ticket instead or an even best case scenario if you have a a a service desk queue that can actually answer user's question connect them to live agent uh through the virtual agent itself so let's let's go into the demo here and as i switch back again into the demo we'll have we have another poll question uh for you folks um so if you can see the question please thank you so what are the deterrents for you to adopt va we'd love to hear from you folks okay let's start seeing responses come in thank you not a lot of responses this time let's go ahead and end the poll thank you thank you for sharing i appreciate it all right uh so let's let's get into the demo itself uh i'm here i'm logged into the virtual agent uh chatbot here so let me start with an actionable notification demo so as you can see in the queue here as i'm in the virtual agent experience i actually have a notification that's that's already queued up uh i can go ahead and hit new details and see what the approval notification is all about so in this case is actually an approval uh for a request from one of the employees or team members on my team the request is for a lotus notes uh application so here again the the approval notifications can be triggered for any sort of uh task right so in this case it's a it's a request management use case but you could trigger change request approvals or any approvals within the platform can be triggered using the virtual agent and as i look at the details again you have the ability to not only embed the details of the request within the notification itself as you can notice here i have the ability to actually go and and look at the request on the portal if i needed to right so in this case i believe i have enough information to make the decision so i can either approve reject or review in this case for a happy path i'm just going to go ahead and approve you can always hit reject and you or you can even uh gather comments from the approver to see if they can actually uh provide the comments as well you can enforce that with the end users the next version of actionable notifications i want to show you here let me set it up so in this case i am what i'm going to do here is i'm actually going to come through the portal and i'm actually going to go ahead and submit an issue and see if the virtual agent can help me i want to create an incident so let's go ahead and search for that oh hopefully i wasn't locked up oh there you go all right uh sorry about that so so this is this is one example of ai search genius results being turned on within our portal already so this is actually a top result not only is the search result shown as a genius card but you have the ability to just action from right here again as a framework you have the ability to configure and curate these genius results to your needs so in this case i'm going to go ahead and hit create request it takes me to the create incident uh record producer here i'm going to go ahead and just say hey i'm facing a vpn issue since this morning and go ahead and hit submit so if you notice here instead of actually being assigned into one of the service desk queues the virtual agent essentially has interrupted intercept rather intercepted this was this particular incident and it's a and as it as it's working through that incident to see if it can actually uh help the user it continues to add uh work notes uh into the task so in this case it's it's essentially trying to understand the intent behind the incident and see if it can help the user so right now if you notice a notification just popped up again this uses actionable notifications as a backend but in this scenario the virtual agent essentially reaches out to the user and says hey look i just noticed you submitted an incident i i have actually have a resolution for you it and i can help you resolve this incident the the employees have the ability to just say no i don't wanna i don't want this i'm just gonna wait for a human or you could say hey yes help me now in in at which point the virtual agent is actually going to kick into the conversation contextually and actually run the user through this in this case this is actually running the topic you've kept it simple here it's an app it's a basic set of questions and a set of instructions for the user just to kind of run through this so once once the virtual agent is able to help the user it's going to ask does the steps work for you yes they did and finally we can also enable closing the tickets well within that channel without any human or agent intervention over here so i'm going to go ahead and say yes close it and then i got the help that i needed and if you notice automatically the ticket has been resolved on the portal here right so the next thing that i wanted to show here was an automatic automated resolution showing off an integration that the virtual agent can enable so in this case i'm going to go ahead and say hey i'm having an issue with citrix so what i'm going to do here is i have i'm logged into one of my demo citrix instances and i'm going to launch our citrix session here all right that's going to go ahead and start the session so let's just say you have a hung session and you needed to reset so i've reached out to the virtual agent asking uh it to help me so what the virtual agent is doing behind the scenes here is that it's essentially going out into your environment and figuring out what uh sessions you already have out there so in this case i have a number of different sessions enabled in this case this is the desktop cloud xd uh site test one instance it's actually so you can see that it's actually going into a live environment and bringing the necessary information so in this case i'm gonna go ahead and say no go ahead and reset uh this particular instance for me and you should notice uh you will see here that this particular instance essentially there you go signs me out resets that session and you can trigger a survey as well uh behind the scenes here so i can go ahead and say yeah that was a great experience thank you the last bit that i wanted to show off here as part of the demo is essentially the live agent transfer so in this case i'm just going to go ahead and say i want to speak with an agent to make things faster yes i do require live agent support uh on the other end uh abhinav is essentially logged in as an agent uh uh in one of our instances so let's see so i'm going to go ahead and say that's actually waiting for me hi beth i have been having issues machine for the last week my citrix sessions my timing is horrendous i apologize would you kindly be worth it so this is essentially me now interacting with beth so abhinav is essentially interacting or representing beth here and so in this case what what that's essentially saying you say look i i i'm unable to help you at this time but what i can actually do for you is i think you should go to uh to a tech launch the nearest tech loan so technician can actually help you and in this case that's actually suggesting that hey i'm gonna i'm gonna start a virtual agent conversations that'll actually help you get into a walk-up queue this is what i was talking about earlier it's the autopilot feature where if there are existing va conversations that the user was unable to get uh get to the agents can now instead of actually doing this work manually can just keep start a virtual agent conversation while in a live agent conversation so in this case there are two locations available i'm going to go ahead and select santa clara tech lounge since i'm here it looks like there's no one waiting in line right now and i can check you in right away so i can either schedule uh for a later time or i can just say hey look i'm just gonna get up and walk out there and go to the tech lounge right now there you go well i need something there you go i i'm checked into the walk-up uh line i can i can go from here uh and go take i'll essentially get the help that i need at the walk-up launch so this was this was essentially the demos that we had you line lined up uh let's go back to the presentation for the last couple of slides oops okay uh the last set of things that i wanted to cover here and again we'll try and go through this a little faster the itsm success dashboard is is a new capability uh it was released on the innovation labs in rome towards the end of last year it is now fully ga and available with the san diego release the intent of the itsm success dashboard is to provide an uber dashboard for executives who who who are key stakeholders who do not want to be in the day-to-day operational data but are more uh tuned towards business kpis and want to understand how their investment within the itsm pro application is actually working are they actually getting a value for money the itsm success dashboard is essentially built to address those questions i would highly encourage you folks to check it out like i said it's available full ga with the san diego release we are seeing a lot of interest here again if you folks are interested in this please leave us a line in the chat and and we make sure that our product managers reach out to you i mean in this case essentially so we can we can start a conversation and we can show you what the itsm success dashboard is all about the second dashboard i wanted to bring to your attention is the conversational analytics dashboard this is more of your operations dashboard this is going to take you under the hood where you can actually essentially see virtual agent usage conversations and then you usage and essentially see what's working what's not working what is my survey what do my survey responses look like what are they telling me do i have what kind of active usage am i seeing on what channels am i seeing what kind of topics are being used so the more nitty gritty under the hood operational data is is covered by the virtual agent analytics dashboard so from here uh we just quickly go over and show you what the dashboard looks like i mean that's going to quickly uh take you through that i mean if you so what we are looking at right now on screen is ipsm success dashboard and this is the new product that uh as bird just told it was released as an innovation lab in rome and is now generally available since san diego so with this particular dashboard uh we intend the i.t leaders and the process owners to to get an insight into how their ids and product implementation of performance is looking looking like and also with this particular dashboard they'll also get a view into how is the service quality being maintained by this uh agents at the service desk so we have few uh kpis that i quickly run through so for example in service quality we uh track customer satisfaction scores mean time to resolve or remediate a issue and the percentage of reach percentage of tickets which has breached sla so we have given the context of each and every uh kpis on the right hand side where you can find more information on each of the kpis that we are tracking now similarly we have few other kpis which tracks the performance uh part of our entire product right so we have sell solve our self-service percentage called deflection percentage and things like that now with this dashboard uh actually this that particular dashboard is based on a prescriptive kpis that is provided by servicenow and it helps track the efficacy of different uh resolution channels like kb virtual agent and service catalog so if you just have to look our uh take a glimpse of it so over here you would see that we have cell solved using virtual agent knowledge as well as the catalog catalog writing so next we'll jump into a quick glimpse of virtual agent analytics which is conversational analytics dashboard this is the dashboard which will help you gain insights into virtual agent engagements functional metrics like what is the deflection count how is what is the number of active va users how is your conversation looking day or day versus how how successful is virtual agent overall right so we have few key metrics which we can go over and the first and you can even deep dive into each uh how your nlu versus how your usage looks like so essentially these are this dashboard and these metrics would help you in diagnosing and streamlining the va conversation and in turn help you reduce the live agent escalation and ticket volume and this would be achieved through deflecting the low value high volume issues through eu as a channel so with these two out of the box analytics rule you would be able to measure and subsequently take the improvement actions that is required to improve the overall self-service at your organization so that was a quick demo i'll hand it back to bharat to go through the next set of thank you abhinav thank you for that i don't know if you folks are seeing the message garbled uh here okay uh hopefully this is better now uh now and uh victor let me know if the screen is not available it's not visible uh so again as we close this out uh i do want to just bring this back home for you folks we've heard this often from customers that they need some help of the virtual agent services are service offerings are available that i spoke about earlier virtual agent essentials now intelligence implementation service and virtual agent optimize please do if you're interested in any of these uh please do connect with your account team so we can actually get you the help uh if you need it uh next there are a number of useful resources that are available and i just noticed uh uh we have the meetups coming next week so please do attend those and we have the virtual agent community that victor here runs a very popular uh forum do use those resources um again as i was saying 22nd march is is the meet up as a follow-up to this session so if you have questions and answers that you're not asking here today or the questions aren't popping up today you can come back to this session and you can ask those questions uh we will be there and we'll help answer those questions in more live q a uh kind of setting all right so with that i wanna i wanna see if there are any uh questions uh within the group everything is answered till now okay i mean let's see we have another eight minutes if you have questions please feel free to ask them here we are available any specific uh part of the demo that you folks would like to see again uh happy to happy to run through that again for you folks use the q a the chat feature to let us know necessary for actionable notifications great question uh no it's not uh employee center we've had the service portal for a number of years employee center essentially is the path forward for us employee center is available to all uh itsm customers we would recommend that you move to employee center because that's where all of our future investments are happening a lot of the new capabilities the new taxonomy the new look and feel is being built on the employee center but it is not necessary for actionable notifications great question any others or any other specific part of the demo like i said feel free to let us know and happy to go back and show you a little bit more pressure while we're waiting we could hopefully we could potentially bring up the survey as well uh at this point thank you oh i i completely forgot about seeding the third poll question i apologize yeah if uh of all the features let us know which ones uh of interest to you folks and uh we can see how we could uh help you folks some of that okay so response is streaming in issue auto resolution seems to be the winner at this point of time just as a i don't know if you folks i didn't get a chance to show this off but we do have dynamic translation for agent chat capabilities within the virtual agent where again this is this has been available uh for for uh at least a couple of releases i believe now which is essentially you could have a an employee and an agent speaking different languages in the live agent uh scenario and we will essentially use dynamic translation under the hood to seamlessly translate uh uh the conversation for the end users neither one knowing that the other person actually isn't speaking the language uh we are enabling some of those capabilities for virtual agent as well going forward in the tokyo and uh utah releases so hopefully that will that will be helpful for you folks uh i did i i should have touched upon the dynamic translation piece um but we didn't get a chance to okay all right if uh if there are no other questions i i really appreciate uh you folks joining us here today thank you hopefully this session was helpful uh for you folks uh again i look forward to seeing you folks in the meetup uh next week please bring your questions please hit us with your questions so we can actually help you answer and and get started on your virtual agent journey this is victor uh before we drop we we did one last question come in the last second can actual notifications help in controlling licenses and can we speak about it more in next week's meetup i'll answer the next week's meetup part yes we we would we could talk about it more in that meet up and then brought if you want to take that other question in controlling licenses um i'm not i'm not uh i'm not sure what uh license are we talking about uh software uh license uh again let's take that as a as a question for the meetup next week i'm not fully sure uh uh what the question i'm assuming uh it's uh around uh sam and uh software licenses uh but again we can we can bring this up in the meetup and see if we can actually have a follow-up question item licenses help in controlling fulfiller licenses so actionable notifications oh i see so so to do an approval if you're talking specifically about approval use cases anybody who does an approval still needs an approval license or a business stakeholder license even if it is through the virtual agent channel if that's that's basically what you're asking for yeah even even if even when virtual agent triggers an actionable notification and gets the approval the you still need a business stakeholder or an approver license to do that otherwise yes looks like i got that one right nice thank you all right thanks everyone i think we're at the top of the hour again i appreciate your participation uh thank you for being here and i really look forward to seeing you at the meetup next week