hello this is what's new in conversational interfaces for the tokyo release today we'll be covering what's new in virtual agent agent chat sidebar a new product interactive voice response or ivr and advanced work assignment or awa following our presentation slides we also have demos of some of the features at the end let's get started first our safe harbor notice for forward looking statements virtual agent in tokyo the first thing we'll cover are improvements to the conversational interfaces home page on the top you'll see home page metrics that provide quick access information to the overall health of the virtual agent deployment you'll also see expanded dynamic call to action cards these are richer cards with intelligent card behavior that appear based on existing configuration you'll also see a new progress panel or bot accelerator that provides guidance that encourages the most important task to configure language detection and dynamic translation for virtual agent users can now have a conversation with a virtual agent in any language of their choice regardless of the language user profile when the user types in another language the virtual agent will automatically detect that language and translate itself and all conversations issue auto resolution for hr issue auto resolution will now be enhanced to include support for email and sms as response channels iar will determine case criticality for immediate routing to life agent if needed and it will deliver ai search results for all non-critical cases google dialog flow integration is another new feature in tokyo we've now added google support as an lnu service provider alongside existing support for ibm watson and microsoft lewis you can then leverage google dialog flow es for nlu pro intent predictions and entity recognition within the servicenow virtual agent virtual engine notifications are now be enhanced to support higher volumes the default of recipients per notification has been increased from a thousand to a hundred thousand the default number of notifications allowed per day has been upgraded from ten thousand to a hundred thousand and their system properties that have been created to further increase the limits based on customer specific use cases in terms of the virtual agent analytics we now have downloadable transcripts available downloadable transcripts and csv format are available in the conversations tab in the analytics dashboard it'll provide information such as system events information bot responses nlu thresholds met spokes being called node block information and so forth in teams and slack we now have promoted topics so we're introducing promoted topics and admins can configure up to six promoted topics to be displayed on those channels they can also set up a different set of promoted topics on teams and then a different set on slack this is available in the store release of the teams and slack integration store apps respectively in slack you are now able to brand your bot so you are now have the ability to configure the bot name and the icon for slack and we have provided new configuration pages connected to the messaging app integration page to allow you to do so this is also tied to the store app of the slack integration so virtual agent's interactive voice response is a new feature within the virtual agent api plugin that enables support to be carried out over phone channels so what this means is you can now enable requesters to interact directly with your virtual agent using only their voice to receive that same level of automated support it uses virtual agent topics and nlu to carry out the conversations meaning you don't have to learn a whole new method of development to build out these conversations in addition requests requesters can also be transferred to a live agent where their request is routed using advanced work assignment as a note you do require third party contacts center solutions such as amazon connect or 3c logic to implement this new feature omnichannel callback is a store app that's been released in tokyo as well that provides requests with their ability to indicate if they want to call back so a typical use case will be where support agents are unavailable or if the wait times are long and you can decide if incoming questions should be offered to be called back at the nearest opportunity a number of configuration options exist including how you greet users receiving a callback and also the conditions around how it should try and call the professors back so how many times should you attempt to call them back and when should you stop trying this is available as a standalone store application next up we have advanced work assignment the first new feature being released is that of the new advanced work assignment apis now this is really really exciting because they provide you with the ability to expose the results of advanced work assignment to external systems this means you no longer have to save within service now to use advanced work assignments broken routing mechanisms essentially freeing you up from using the agent workspace inbox module these are primarily designed for use in conjunction with a subflow which is created using servicenow's flow designer which means that you can easily connect with third parties such as microsoft teams or slack or salesforce using those available spokes some of the available calls including getting and setting agent present states looking at agent capacities and then also accepting or rejecting work items another new feature being released for advanced work assignment is that of order assignment this provides the ability for you to assign work directly to an agent based upon their current availability capacity and skill set essentially preventing them from accept having to manually accept or reject this work the configuration is defined at the assignment rule level so it's actually set per assignment group for work item so you can have a situation where one group might be offered the work first if everyone rejects it it can then go to a second group where they automatically assign that incoming work it can be configured to be displayed either just in a card or both the card and tab on the agent workspace view and root can also still be transferred to another assigned to another agent within a different queue agent chat in tokyo due to a high demand from the customers we have added the feature conversation history overview which allows the agents to look at all the conversations that's been happened before it is assigned to an agent conversation history conversations can only displayed when the agent is having a chat window opened sidebar in tokyo this is our new product that we have released in tokyo as a store app so what is sidebar 2 sidewall is it gives the ability for the agents to discuss with other agents and other subject matter experts to resolve a ticket faster with high quality agents can initiate any group discussions from the servicenow records so sidebar does support servicenow records incidents cases the best thing about this one is now the agents can interact with other subject matter experts let's say non-agents or any other person in any other group who can help them to resolve the ticket faster for the end users docked windows we have given the ability for the agents to have multiple interactions with the different users on different discussions so agent can have all those docked at the bottom sidebar quick actions we all are aware about agent chat quick actions it's a similar one that will have quick actions in sidebar providing like slash and the reference number like that or slash kb it defines it to the kb articles so agents can use out-of-the-box ones or custom quick actions within the sidebar utility menu when you activate sidebar every agent will be looking at the menu on the right side of their panel to look at what all the conversations that's been uh going on it displays the total number of new activities that entered for that agent with the numbering the agent can click on that chat icon to see the panel there where they can look at the chats like all chats unread chats or save chats so save chats it will have if an agent wants to save any of the specific chat for a future reference they can save it in the it goes into the save chat so that they can go back and refer for the future and search agents will have the ability to do the search on all the conversations that's been exchanged with the other agents so that if there is a deputy to kind of a ticket being assigned to the agent they can go and look for the previous information and get some more help and try to result faster than interacting with the other ones it's a quick help one activity stream integration agents can choose a discussion to get into an activity stream so they can choose which message to post into their activity streams all the activity streams that will link into the activity of that particular record so agent can remove a message from the activity stream at any time they can also pin a discussion within the activity stream so that it will always show at the top of the activity for our first tokyo demo guest speaker howard shaw will show off dynamic language detection and translation for virtual agent va is greeting this user in english because that is the preferred language defined in their user profile the user can then type what they're looking for and in this case the request is in spanish asking what do i need to do to return to the office virtual agent detects that the utterance is in spanish and immediately asks the user if they would like to switch to spanish for the duration of this conversation when the user confirms yes the va window will refresh into spanish including supporting text and then ask the user to confirm that they are interested in returning to the workplace note at the top subheader of the virtual agent window there's a message that lets the user know this conversation is being dynamically translated again trying to set proper expectations with the user in case there are any slight translation inaccuracies provided by the external translation services when the topic begins it asks if i would like to return to the office of which i can say yes then it will ask if i have received a booster and i will say yes again va then responds that the user is ready to return to work and to please social distance and wear a mask and then thanks the user for chatting with the virtual agent this entire topic was built in english only with an english nlu model however the language detection and machine translation services dynamically translated the entire interaction with the user and virtual agent into spanish let's now go to a demo to see the virtual agent interactive voice response feature in action thank you for calling servicenow help desk let me know how i can help you you can describe your issue in a short sentence or you can select from the following list say when to choose account issues stay tuned to choose the laptop issues account issues options again what account are you trying to access ooh got it you said google right yes what issue are you facing please say the number to indicate your choice say when to choose can't login save you to choose receive a security alert say free to choose account permission say repeat to hear those options again two oh dear please briefly explain the issue i received a tick saying my google account has been compromised please stand by while i connect you to a live agent hi i received a security alert from my google account got it it appears you're kind of showing no suspicious flags how did you receive the security alert via text message what did it say my google account has been compromised please respond with the password to ensure your security i believe that is a scam text please do not respond your password regardless i will lock your account and send it to the security team for review we'll contact you via email once this is complete and your account is available again thank you sidebar is a new product released in tokyo august 2022 as a store app let's see beth angelan wants to work on one of the incident that is a critical so she clicked on i can't launch my vpn client since the last software update to start a sidebar discussion she has to click on discuss button subject automatically populates with the title of the incident add participants and she's going to send a message here and click on start discussion per record there will be one sidebar discussion window opens if you observe the instant is also added as a record into this window so that the other participants can click on that record and understand what's going on with that incident and what is how they can help let's see on fred's side how this discussion uh visible on his instance in for instance if you look on the right side there is a sidebar discussion icon which is showing the patch count of two which means there's a new discussions has been entered into fred's sidebar discussions menu there's one previous but let's focus on the latest one that he received fred can click on open record to look at the incident which beth has sent let's see fred is aware about this and he says that known issue fred can also look at other discussions that's available in his menu box fred can also search through his discussions to find a useful information by clicking on search account you can use a keyword to search for the matching discussions so our search uses ai on the background so it will go and look at all the available discussions where fred is is added as a participant if fred wants to send any kb articles so there's a quick actions out of the box available with search kb which will show the list of the available kb articles with the with the matching keyword fred can select one of the keyword and he can also send to beth when he signed the kv article goes as a record for the other participants to look into let's say fed a friend decides to pin this message to the activity stream by right clicking and post to activity stream now let's go back to bath instance so if you look at the activity stream whichever is the latest message that's been saved posted into the activity stream will show up at the top thank you for listening and be sure to check out the tokyo release on your servicenow instance