hello welcome to what's new in the conversational platform for virtual agent agent chat and awa in the san diego release my name is victor chen and with me is tanks already and we are with the conversational platform outbound product management team first let's talk about what's new in virtual agent in san diego we now have a new conversational interfaces home page which is one destination for everything you need to know and configure a conversational experience the ca homepage guides admins through the entire implementation journey and it is a one-stop hub to set up and configure virtual agent and asian chat and dynamically recommend relevant plugins and store apps for customers to install capabilities on the say home page include the ability to enable features such as topic recommendations issue auto resolution and search in nlu you can also add chat to your portals install integrations and configure branding you can configure agent chat settings and you can test your virtual agent with try your bot topic recommendations is receiving updates in san diego you can use topic recommendations to identify pre-built virtual agent topics to automate high volume issues you can now analyze and filter recommendations by product and data source such as incidents and requests live agent transcripts and nlu fallback utterances and we also provide summary statistics for potential deflection metrics for recommended topics the va designer is also receiving enhancements in san diego there is now a unified view to manage your languages for va topics and nlu models you can request edit and test topic language translations there you now have the ability to create nlu intents directly from a new or existing va topic and the software and hardware entity type support for slot fill is now enabled in va designer for secure inputs we now support multiple secure inputs in a single flow we now have the ability to configure and show dynamic url links in va topics you can sort a table and you have the ability to view read-only scripts and conditions in the va designer virtual agent notifications is also receiving enhancements in the form of dynamic content you can now show dynamic field data in the notification content from tables and we now have push notifications appearing for the now mobile app for virtual agent messages we now enable the servicenow virtual agent to be a primary bot interface for other third-party bots or other servicenow instances virtual agents we provide out-of-box integrations with servicenow microsoft azure and google dialog flow and it has a common conversation model and data storage in primary bot for unified reporting and analytics the conversational analytics dashboard also has new enhancements in san diego including user search metrics for ai search and contextual search as well as ability to view chat transcripts in a chat ui the conversational integration with microsoft teams is also enhanced in a february store release we now show a live typing indicator for live agents there is now an embedded view which serves as a pop-up window within teams for records such as knowledge-based articles and catalog items and we now support multiple instances for a single microsoft teams tenant for nlu in san diego nlu workbench in san diego is now streamlined to help you better configure and test your nlu models you now have the ability to use intents from pre-built models to create new models and you can now import data from a csv file to create models we provide summary views for intense entities vocabulary and vocabulary sources and we show a guided phase for managing model content testing and publishing models conflict review and best testing are now integrated with the model management process a new feature in the nlu workbench is expert feedback loop you can sample user utterances with suggested intent to provide feedback domain experts in your organization can now provide feedback on predictions to improve the model i'll now hand it over to my colleague sam yuta to talk about agent chat and awa enhancements in san diego let's start with the sensitive data handling it securely transmits data between live agent and the end user for example by mistake if an end user passes their social security number the data will be masked and it sends an agent with a mass data as you seen in the screenshot with all those stars you can define your configuration which data that you want to mask and the plugin that's used for sensitive data has been provided here it's a glide sensitive data handling profanity filtering we released basic version of profanity filtering in rome release now in san diego we have added some advanced features to it for example let's say now the manager can look at those profane messages and they can also set an alert to end to agent that how many times that they're using so that they can track and warn them not to use that language some of the features are on download and activation a pre-trained ml model so which detects agents text and send the notifications there will be a warning threshold how many times the agent is using anything that crosses beyond the threshold there will be notification sent to an agent and also to her supervisor and all the profane settings are also managed in the admin console universal capacity before san diego we were only giving a capacity limit for agents on service channels when i say service channels we have different set of service channels like chat sms and incidents case task how the interactions and the interactions coming to an agent now with universal capacity we can define a universal capacity for all the agents a part of their capacity given for the service channel so what it does is it looks at the majority of the capacity for all the service channels the agent is working on so it doesn't overwrite existing capacity provided for the service channel but it sits on top of it and allows the agents to work on multiple service channels so the agent can accept different work items based on their universal capacity and it is not in a mandatory one you can define and you can deactivate and it's an uh it's available in the admin ui and once the universe capacity is provided the agent is not allowed to exceed the universal capacity support for next so servicenow is promoting next experience as our future there's a lot of changes happening to our ui those changes will also affect our agent in workspace uis and also advanced workers in mint uis so these are some of the examples where you will be seeing a different color combination and even the format's been changed the notifications the way it was displaying in the past versus how you see in san diego releases would change it gives a better user experience for a better look and feel connect support duprication especially in san diego we are heavily announcing connect support deprecation plan before going to the plan i quickly want to talk about what is connect chat status of connect chat so our connect chat is our legacy product which is a peer-to-peer chat conversations customers can continue to use connect chat on the older ui 16 but no new features and we only fix the p1 bugs as an alternate to connect chat there's a new solution is being targeted to release in tokyo our next experience is not going to support connect chat correct support and its status so connect support is our legacy product agent to request a chat conversations we are formally deprecating uh connect support the announcements are being sent to all the customers you can also find this information in our community channel so we are no more supporting connect support and after utah there won't be any support at all so new installation restrictions has already started in paris so we are announcing in san diego to all the customers to move on to the next alternate options so one of the best technology that that is agent chat and advanced work assignment which does much more than connect support so please do take a look at our asian chat and awa and their capabilities i will be attaching those resource and useful resources to the bottom of this video in youtube again connect support it is not supported by next experience if any customers are still using connect support and connect chat there will be some work around option but as a best practices it always best to move on to the move on to migrate to agent chat and advanced work assignments and here is a connect support planning so in san diego march 2022 we will no longer be deploying or activating the plugins so they won't be those connect support plugins won't be visible now in utah march 2023 we are ending complete support for all those plugins which means that if customers instances if they still have connect support they'll be maintaining by themselves from service no there won't be any support so now with that said what options customers has there are three options the best is to migrate to our latest technology which is advanced work assignment and agent chat on workspace it has much many capabilities compared to connect support and it gives a better experience and makes your agents much more effective second option is maintain the unsupported plugins as custom code let's say if you're not moving migrating to our latest technologies if you still wants to maintain it that's up to you you can maintain but from servicenow you're not going to support third option is contract with servicenow or a service loan solution partner let's say if you want to look at other available options you can work with service now customer outcomes team and also service no solution partners to get any help but out of all these as i said the best option is to migrate to our latest technologies advanced work assignment and agent chat thank you for listening and we'll see you in san diego