all right I'm gonna kick up so first of all thank you so much for joining this session um and and welcome uh to this maximized value from virtual agent with package services um my name is Anna Alston I'm the service owner here at servicenow for a package implementation and white Club services for virtual agents and talking about the location I see some location there in the chat so I'm located in New Jersey and but I'm born and raised in Sweden so if you're wondering where the accent is coming from that's Swedish all right so what are we covering today so today's agenda before we're gonna dive into the VA services and um we're gonna quickly cover why virtual agent uh and before we end this webinar we will allocate some time for Q a uh and I'm happy to let you know that we have Isabella from our itsm MBA product team and Renee from my VA delivery team joining me joining the Q a segment and Crystal for my service marketing team will also join in and help with monitoring some of the questions and throughout the session in the chat but first and let's have some announcement and and housekeeping so you just want to put it out there we are having uh different webinars and and meetups um coming up in the future uh so there are schedules out there I think and we might be posting a link in this chat so you can see what's coming up so don't hesitate and take the opportunity to join other sessions that we have uh and also a little bit of housekeeping so um first of all please stay on mute you're actually going to be on mute the whole time and that's important to know so you're not going to be able to get up mute so if you have a question don't put it in the chat um one of my colleagues might be able to answer it quickly in the chat um but we also have the QA session at the end we'll we'll bring up those questions and this will be recorded and it will be posted on our community Afters you can go back and listen to it or share with a colleague also after these sessions and there will be a short service sent out so we'll really encourage you to answer that survey and give us feedback and that is also going to be an opportunity for you to put your contact information if you want us to um if you want more information if you want to work with us further to on this topic or any other topics all right so diving quickly into why virtual agents let's start talking a little about current state so what what is today's reality so I would argue that most of you would agree with a quote on this slide saying workloads are constantly increasing and and humans are often the bottleneck of clearing them and intelligent automation is the way forward also with the center I'm confident that many of you are probably already working on one or several digital digital transformation initiatives already and probably being pretty busy at doing so and if we look at some studies that's been done out there that our Workforce today um on those users are having some pretty demanding expectations um six to seven percent of respondents on one study said that they expect mere instant responses to shut 64 are consumers claim that 24 7 service is the most useful chatbot functionality and I must say I was not surprised when I saw those numbers and would also stress that a good customer experience is actually dependent on that however to meet those expectations you would need to have a pretty Flexible Staffing model of people of humans responding to those shots and you would need 24 coverage unless uh you decide that hey let's look at the opportunity of implementing a virtual agent so let's talk about how servicenow virtual agent can help with some of those expectations that the user said today so the virtual agent is allowing you to deliver an omni challenge Channel experience you can meet your customers where they are are they working on the portal are they using mobile devices uh email voice and and what I see is one of the most powerful channels out there is a messaging app such as teams and Slack so our virtual agent your service now on our platform is using all the application platforms workflows and that we have and all the user profiles and the data that comes with that and and all the different knowledge spaces pretty much all the goods on the platform to help Drive the outcomes of a VA implementations and I would say the key overall outcome is increased employee experience and that is also what we see that our customers are mostly looking for and that is driven by multiple outcomes so for example ticket deflection is like key reducing the number of incident cases and requests and also in increased productivity and it's not just productivity of your I.T teams it's also productivity of your entire Workforce and then also the 24 7 availability I'm not gonna to drain this slide but I know many of you like numbers like myself uh so this is a good slide to review to get a better understanding of what outcomes a VA implementation service can bring so looking a little bit on the right side here so let me point out some of the numbers uh on this slide we see that organizations can deflect 25 of the incidents reduce incident handling time with up to 35 percent and obtain 20 increase in request Automation and all those kpi will result in hot dollars but I would say it's not the same number for every organization and and you you can also impact this so Drive adoption Drive usage it's key when you have implemented a virtual agent and and sometimes it's actually needed we see customers out there that they need to create an internal marketing marketing campaign you have the bot out there but if the users are not really going there they need to be informed and an internal Market marketing campaign can be pretty powerful okay um let's go into the main topic of this webinar so we're going to talk about what our package VA services are um and what we see are package offerings will were all driven by what is a different customer needs as we only realize that the needs of the diff the needs are different due to our customers uh a customer's skill level their experience with VA technology and availability of resources so it was not like hey every customers need the same type of service when it comes to Virtual agent it all depends so we have um defined and packaged um with clear pricing three different offering so I'm gonna start giving you a quick overview of these three and later we're gonna double click on each one of them so let's start to the left so virtual agent essential this is our wrap me up service it's a quick implementation service that we offer customers that need help with the first release of EA what is allowing us to help customers quickly stand up VA is that we are leveraging our already pre-configured conversations so today we have a library of over 100 conversations and our product team they're constantly expanding that list um and the outcome of this service is is a live VA I bought with about 16 conversations it will be branded to your needs and will in we will integrate it with your message messaging tool if you have that such as Steam and Slack um uh and also um integrate with live agent if you have that if we move to the left and not intelligence this is our enable me service this is also a one-time implementation service so what difference this offering with the prior is that the scope is not just limited to pre-configured conversations so if our analysis of your ticket data indicates that hey a good topic a good candidate for a virtual agent conversation and would require a custom design and build because we don't have it pre-configured it could still be included in this code but more importantly as we deliver this service we will collaborate with your team so so when we leave your team is going to be better prepared and equipped to continue the VA Journey because we have enabled you so both of these services will take you to the crawl phase and maybe a walk face uh on your VA roadmap but you definitely want to continue to fully work and then run and fly face to maximize the value and and this is where our third offering comes into the right here so virtual Aid and optimize this is a white cloud service and yes we would deliver just like the two and one-time implementation Services a first release but we would continue to deliver the service throughout your entire itsm Pro license terms uh so we would execute on your roadmap for you by continuing building out more conversation and also report on and optimize the conversations that are already in Productions so this service we call it do it for me uh and you can think of it as a managed service for virtual agents okay so we're going to do a quick poll here uh on based on what you know so far which of the three services is most attractive to your organization and think about what your needs are so what skills do you have what is your availability of resources and that then determine which is more um attracted to you all right so it's pretty even I was moving back here and yeah I see also that some of you um also believe that you have the capable resources so that's great uh hopefully uh these are services that I was describing here can help you kind of determine the approach that you're gonna take to do this uh yourself okay I think we're getting to study all right pretty even across yeah I'm gonna click that all right so let's double click on on these Services we're gonna start with virtual agent Essentials so this is the quick grant me up oops sorry so why and we call this vae to make a short vertolate and Essentials so our experts and leading practices are saying stock symbol and this is exactly what these offerings deliver and and maybe even more important important they don't delay so start embarking on that via Journey uh nah and and with this offering you can do that with a relatively small investment using our experience resources to help you like kick off that um via journey and put you on a good path so this is an overview of the engagement um our team will run intent Discovery and advice and work with you to determine what pre-configured conversations to be included in this release and also work with you to understand okay what are the things that we need to tweak for these pre-configured conversations to to work for your organizations and after that the bulk of the work is done by our team during week three to six and when the conversations are being activated we act on those requiring and tweaking them and we set the branding that you have given us and then do the Integrations with your messaging tool and then at the end of the engagement you will be conducting uat and you will also move the conversation to production and our team will be there to support you doing that and this is just an overview of what we're doing and the key here is we do a lot for you uh for for this engagement but but I do want to point out that you own the uet and maybe even more importantly that it would be your team or or maybe a partner uh that would take on the optimized activities after the conversation it's live in Productions so you can maximize the perform performance going forward so it's just a one-time implementation service and we actually see that some customers that we work with they start with version 8 and essential and then they realize oh we need to continue on this journey so then they are showing interest in our our managed Service as a as a phase two nah intelligence let's talk about that so on this slide I'm gonna start to the right [Music] um your organization will be enabled through this engagement if that is critical to you this is the service for you but also I haven't touched on this uh up until now this offering also actually includes two other areas from a pro license and so the team will enable and configure predictive intelligence and performance analytics on top of VA and to deliver an even more powerful Better Together service and this is an overview of this engagement is about 10 plus weeks um what I want to point out here is the execute phase uh so we will deliver about three sprints and the way uh since this is uh enable me engagement the way we work is during the first print our team uh would take a lead and during the second Sprint we will work with your team very collaboratively and during the third Sprint we want your team to take a lead with our resources to support you and and this is how we throughout the engagement can enable you and also if you look at the overview of this slide uh again similar to the previous but instead of saying hey we do it for you we're doing all this uh activities together it's identify the most common topics the design and the build and and same with uh previous service you would own the uat and you would own the ongoing optimized and enhancements of the service after we leave because we would be there only for the first release that brings us to the third service offering which is virtually done optimized and I just want to point out that this is not a service that we sell as a standalone service this is a product that we have combined with our itsm Pro license so it's a product and Service as one so so why video so I have heard more than once talking to customers saying hey we definitely see the value of having a virtual Aid and but to be honest with you we don't have the skills we don't have the experience or or maybe we have the skills and experience but we don't have the bandwidth to to do this to get it stood up and then also care for it and and work on expanding it to really get the value out of it so um but because teams are just very busy and I'm sure you guys are attending this webinar as well so then my question is like don't wait um your team getting uh available already like let us do it for you uh and then when at the time when your team is ready and when you might have obtained the skills working with us or your workload for for whatever that reason is it's more manageable you can take it on and maybe at that time also the the service is more mature mature so it doesn't require as much work so remind you for this offering so our experts will Implement manage and optimize the the service and we're going to double click on that in the next slide uh but what I want to point out here is that you own the prioritizations of the backlog here so even though we do a lot of the work your team will be in the driving seat kind of determine what what we work on so what we work on is going to come to okay what what use cases and conversation and topics are more important for your organization that you want to create conversations for and of course this full transparency it's your platform you're you're on the technology uh so you would have full transparency of the the the service that we will deliver to you and the performance of that service and then in summary I want to say like the key thing here is time to Value so that is a key takeaway so there's no way you know like I said I think there's no way a reason for you to wait until your team is ready we can do it for you okay okay so this slide is a overview of the uh service offering for virtual Aid on optimize so you can see the two key uh activities that we will deliver to you throughout the term of your license agreements and most of you have a three-year term when it comes to itsm Pro is that we wouldn't have so we would create and activate conversations and that is designing and building customer specific conversation for you as well and that will also optimize so we'll report on the performance of the service we will maintain uh and existing conversations uh and and report to you and the next side actually double click a little a little bit of that so uh common questions we get is like so how fast can we go and how many conversations would you work on so we um we will work on three conversation conversations concurrently kind of the three topics in your backlog uh and some of those conversations might we might be able to uh deliver pretty fast because it might be an already pre-configured conversation that we have in the library but as you can imagine there probably some use cases out there that are pretty complex and that require more designed uh and more custom build and and some of the automation that needs to happen in the background your team might might be owning some of those pieces too so it's hard to say that we can deliver X number of conversations during a certain period but we will be working on three conversations concurrently when it comes to optimized and maintain a touch about this upon this so we will train the mlu in the background we will refactor existing configurations and conversations and also search capabilities to constantly kind of optimize uh the service and we will conduct uh meetings with you uh concurrently so weekly and bi-weekly meetings to report on the service and keep you guys engaged and this is a sample of if you are new to Virtual agents so you haven't done anything uh and then you sign up for this service the first release would be like almost like a one-time implementation similar to Virtual agent Essentials um so I'm not going to go into that but like the first uh two three months it will help you be help you stand up the service but after that we go into a more of a monthly Cadence so it kind of depends on what your stlc Cadence is today and often often you you move things to Productions but but this is a sample monthly Cadence um that that kind of give an illustration what it could look like so our team will work with you uh having meetings and Status meetings this is again making sure that you have full visibility and transparency on the performance of the service and also this is where you will be able to provide uh taking on the driver's seat and determining okay what is most important to you when it comes to use cases and then what should be prioritized and put on the top of the backlog uh and then we have weekly touch Point meetings with more Technical Resources to understand the status and activities other roadblocks uh and how do we overcome those and then our team in the background will do a lot of work that you might not uh see so the team will run performance report you will look at the performance of each and every conversations to see that they are performing to the level that's needed and determined and suggest tweaks maybe need to refactor um uh an existing conversation and maybe you need to retire conversations uh and all that and and then of course brexit fix it if something breaks the team will will fix it uh if a conversation is not operating the way it's supposed to be intended and then on the bottom of the slide here and we're also go into like a more standard uh agile Cadence when it comes to and designing and building new new conversations and writing uh addressing user stories from that and that one might be used to source for for new conversation but also use the stories and or actionable items that need to be taken care of um from already existing conversations all right so that actually brings us to uh the research slide so we have um uh we call them data sheets out there where you can learn more about these different service offering and I believe um Crystal and one of the ladies are gonna copy and paste the links to this in the chat um but I think we will distribute them them as well and that is something that you can take back I think you're getting this recording and then the pdf version of the slides as well but those data sheets are good to to share within your organizations and also if you want to learn more of any of these Services we are here um so please connect with your account team but also put your information and your name and email in the exit service so we can take an action on contacting you and um and make sure we identify the account team uh that is there to serve you so we're going to end this before we jump into the Q a with another poll and we actually have the same poll questions and to see if that hey now when you know a little bit more about the different service offerings um which of the three service offerings do you think is most attractive to you [Music] I don't know if I can see a trend yet I wanna I don't want to speak too early all right so I see it actually looks like I mean no I'm not I I okay I'm not gonna speak too early I said now intelligence enable us uh optimize when we do it for you and then also it's great to see that uh but I've been listening to this webinar you believe that you can actually do this yourself that that that's great to see and virtual event Central the ramp up is looks like it's less attractive after understanding more on about the others because they have about 70 of you participated so let's see if we can get there or maybe it's us on the panel that hasn't participated for me well all right I'm gonna end the poll now and um go into q a and I think what I was thinking using 30 minutes for the presentation of 15 minutes for Q a so I think we're right on time so I'm gonna open it up as Crystal and ladies have you seen any questions out there that we wanna bring up here hi Anna this is Bella I was just answering some questions and um one that we might want to address is um if you're wondering more about the cost of the itsm Pro Plus um or or that upgrade from Pro to Pro Plus I would definitely work with your account team um to get more of that information and then the only other one and maybe you want to touch upon to is if this is included in CSM Pro or if it's on our our roadmap yeah so if you have a CSM Pro so you are entitled to to itsm Pro and and you need to have a HSN Pro to to get the the virtual agent license uh if that is the case then we definitely can and can deliver the one-time implementation Services if you are however are interested in one of them the vao the managed service or the white cloud service uh I would still encourage you to connect with your uh account team to see how we can meet your needs there okay all right any other questions Anna this is Crystal just to clarify that there was a question about which license exactly do you need for the VA optimized if you could just go over that one more time it'd be great yeah um so you need to have you need to be licensed for itsm Pro uh so when we combined the service we call the license iterson Pro Plus so that's why we have product and service so you need to have a minimal of its own Pro and another question came in and it was about um the price for the now intelligence service yeah no I can definitely um talk about the pricing so the non-intelligence to to this question the price is 156k I believe um and the price for um virtual agent essential is 50K and then the the pricing for the managed service is not it's depending on the number of the fillers that you had so it's it's an add-on to your current item Artisan Pro Plus it is on Pro um license cost so so that one I cannot give a one price for everybody so you're gonna have to work with your account team I mean it depends on how many followers you have there's another question about whether the service is available to government agencies the vao service or any other services yeah so right now the managed service is not available [Music] but at this point our managed Service uh you need to be in a commercial uh service now data center for us to be able to deliver that and uh follow on to that question can you have any of these Services if you're on Prem oh I think that Randy I'm gonna see if you can chime in I know that the managed service we wouldn't deliver on-prem but I believe we can deliver regulated intention and intelligence to on-prem but I don't want to speak for you do you want to shine in there Renee sure yeah we we can deliver the vae the essentials band The now Intelligence on on-prem okay thank you any other questions looking through the chat you know I think we've answered everything um if you have a very specific question to your account obviously you should contact your account team um in terms of pricing as Anna suggested not and I'm not seeing anything else all right now there's actually one more there's a question about multi-language support um and it's not it's not really questions more of a statement so um I can you speak to whether we we offer multi-language support for the different topics so our team yes so our team will deliver the service in English but but the product itself is have a lot of multi-language uh support capabilities but we will not have resources um designing and building conversations and translating into multi-language however I know for some of the one-time implementation Services there we have teams in media for example that deliver it in in German and I think maybe like in France as as well so there's definite conversations to have with your account team and and we can work with our delivery team so it depends on which language and how many language uh and so on and if it's if you if you're interested in the managed service versus them the yes one-time implementation but but formally we in in our service descriptions we're we're pointing out that we are delivering the service um in in English only okay a couple more questions question from Russell how about your IL for gov Cloud managed by servicenow yes um we can deliver in the il4 environment thank you Renee and then there's a question from David sorry and just to add on that is very specifically just the essentials the one-time implementations the essentials or the intelligence not the managed service so yeah thanks for clarifying in that yep oh hang on there's another question from David can you incorporate inventory and life cycle management I'm not quite sure what that means uh maybe David [Music] right yeah I so um at this time you would be able to incorporate some of that into the now intelligence or the managed service offering um but it would definitely be a um partnership so you know depending on who is supporting your inventory management um you know if it's you or if you're looking to have servicenow um Implement that for you um we can do that but that then we would work in coordination with that team but the VA Essentials does not uh incorporate that yeah and the reason for that is because we're using the pre-configured conversations and and those are in the area mostly iksm foreign and I don't see anything else I think we've covered everything but if someone um if we've missed anything feel free to enter your information in the survey also someone can contact you all right so I just want to thank everybody for joining and and providing and being engaged with the questions and looking forward to seeing the the feedback and then the questions you have as you um do the exit survey as well okay thanks everybody thanks for your time all right I'm seeing that we have some people joining welcome everybody we're going to be starting this uh probably two minutes after the hour and while you're waiting feel free to put your location in the chat see who's joining today foreign starting this session in about one minute then it's going to be two minutes after before I start is everybody able to see this screen maybe give a thumbs up in the chat if you have any issues yes let's let's you know right all right I'm gonna kick up so first of all thank you so much for joining this session um and and welcome uh to this maximized value from virtual agent with package services um um my name is Anna Alston I'm the service owner here at servicenow for a package implementation and white Club services for virtual agents and talking about the location I see some location there in the chat so I'm located in New Jersey and but I'm born and raised in Sweden so if you're wondering where the accident is coming from that's Swedish all right so what are we covering today so today's agenda before we're gonna dive into the VA services and um we're gonna quickly cover why virtual agent uh and before we end this webinar we will allocate some time for Q a uh and I'm happy to let you know that we have Isabella from our itsm MBA product team and Renee from my VA delivery team joining me during the Q a segment and Crystal for my service marketing team will also join in and help with monitoring some of the questions and throughout this session in the chat but first and let's have some announcement and and housekeeping so you just want to put it out there we are having uh different webinars and and meetups um coming up in the future uh so there are schedules out there I think and we might be posting a link in this chat so you can see what's coming up so don't hesitate and take the opportunity to join other sessions that we have uh and also a little bit of housekeeping so um first of all please stay on mute you're actually going to be on mute the whole time and that's important to know so you're not going to be able to get up mute so if you have a question don't put it in the chat um one of my colleagues might be able to answer it quickly in the chat um but we also have the QA session at the end we'll we'll bring up those questions and this will be recorded and it will be post on our community Afters you can go back and listen to it or share with a colleague also after this sessions and there will be a short survey sent out so we'll really encourage you to answer that survey and give us feedback and that is also going to be an opportunity for you to put your contact information if you want us to um if you want more information if you want to work with us further to on this topic or or any other topics all right so diving quickly into why virtual agents let's start talking a little about current state so what what is today's reality so I would argue that most of you would agree with a quote on this slide saying workloads are constantly increasing and and humans are often the bottleneck of clearing them and intelligent automation is the way forward also with I said I'm confident that many of you are probably already working on one or several digital digital transformation initiatives already and probably being pretty busy at doing so and if we look at some studies that's been done Out There Our Workforce today um on those users are having some pretty demanding expectations um six to seven percent of respondents on one study said that they expect mere instant responses to chat 64 are consumers claim that 24 7 service is the most useful chatbot functionality and I must say I was not surprised when I saw those numbers and would also stress that a good customer experience is actually dependent on that however to meet those expectations you would need to have a pretty Flexible Staffing model of people of humans responding to those shots and you would need 24 coverage unless uh you decide that hey let's look at the opportunity of implementing a virtual agent so let's talk about how servicenow virtual agent can help with some of those expectations that the user said today so the virtual agent is allowing you to deliver an omni challenge Channel experience you can meet your customers where they are are they working on the portal are they using mobile devices uh email voice and and what I see is one of the most powerful channels out there is a messaging app such as teams and Slack so our virtual agents your service now on our platform is using all the application platforms workflows and that we have and all the user profiles and the data that comes with that and and all the different knowledge spaces pretty much all the goods on the platform to help Drive the outcomes of a VA implementations and I'll say the key overall outcome is increased employee experience and that is also what we see that our customers are mostly looking for and that is driven by multiple outcomes so for example ticket deflection is like key reducing the number of incident cases and requests and also in increased productivity and it's not just productivity of your I.T teams it's also productivity of your entire Workforce and then also the 24 7 availability I'm not gonna to drain this slide but I know many of you like numbers like myself uh so this is a good slide to review to get a better understanding of what outcomes a VA implementation service can bring so looking a little bit on the right side here so let me point out some of the numbers uh on this slide we see that organizations can deflect 25 of the incidents reduce incident handling time with up to 35 percent and obtain 20 increase in request Automation and all those kpi will result in hot dollars but I would say it's not the same number for every organization and and you you can also impact this so Drive adoption Drive usage it's key when you have implemented a virtual agent and and sometimes it's actually needed we see customers out there that they need to create an internal marketing marketing campaign you have the bot out there but if the users are not really going there they need to be informed and an internal Market marketing campaign can be pretty powerful okay um let's go into the main topic of this webinar so we're going to talk about what our package VA services are um and what we see are package offerings will were all driven by what we saw different customer needs as we only realize that the needs of the diff the needs are different due to our customers uh a customer's skill level their experience with VA technology and availability of resources so it was not like hey ever customers need the same type of service when it comes to Virtual agent it all depends so we have um defined and packaged um with clear pricing three different offering so I'm gonna start giving you a quick overview of these three and later we're gonna double click on each one of them so let's start to the left so virtual agent essential this is our wrap me up service it's a quick implementation service that we offer customers that need help with the first release of EA what is allowing us to help customers quickly stand up VA is that we are leveraging our already pre-configured conversations so today we have a library of over 100 conversations and our product team they're constantly expanding that list um and the outcome of this service is is a live VA I bought with about 16 conversations it will be branded to your needs uh will in we will integrate it with your message messaging tool if you have that such as team and Slack [Music] um and also um integrate with live agent if you have that if we move to the left and now intelligence this is our enable me service this is also a one-time implementation service so what differs this offering with the prior is that the scope is not just limited to pre-configured conversations so if our analysis of your ticket data indicates that hey a good topic a good candidate for a virtual agent conversation and would require a custom design and build because we don't have it pre-configured it could still be included in this code but more importantly as we deliver this service we will collaborate with your team so so when we leave your team is going to be better prepared and equipped to continue the VA Journey because we have enabled you so both of these services will take you to the crawl phase and maybe a walk face uh on your VA roadmap but you definitely want to continue to fully walk and then run and fly face to maximize the value and and this is where our third offering comes into the right here so virtually don't optimize this is a white blood service and yes we would deliver just like the two and one-time implementation services at a first release but we would continue to deliver the service throughout your entire itsm Pro license terms uh so we would execute on your roadmap for you by continuing building out more conversation and also report on and optimize the conversations that are already in Productions so this service we call it do it for me uh and you can think of it as a managed service for virtual agents okay so we're going to do a quick poll here uh on based on what you know so far which of the three services is most attractive to your organization and think about what your needs are so what skills do you have what is your availability of resources and that then determine which is more um attracted to you all right so it's pretty even I was moving back here and yeah I see also that some of you um also believe that you have the capable resources so that's great uh hopefully uh these are services that I was describing here can help you kind of determine the approach that you're gonna take to do this uh yourself okay I think we're getting to study all right pretty even across yeah I'm gonna click that all right so let's double click on on these Services we're gonna start with virtual agent Essentials so this is the quick ramp me up oops sorry so why and we call this vae to make a short vertolate in Essentials so our experts and leading practices are saying stock simple and this is exactly what these offerings deliver and and maybe even more important important they don't delay so start embarking on that via journey and nah and and with this offering you can do that with a relatively small investment using our experience resources to help you like kick off that um the journey and put you on a good path so this is an overview of the engagement um our team will run intent Discovery and advice and work with you to determine what pre-configured conversations to be included in this release and also work with you to understand okay what are the things that we need to tweak for these pre-configure conversations to to work for your organizations and after that the bulk of the work is done by our team during week three to six and when the conversations are being activated we act on those requiring and tweaking them with uh set The Branding that you have given us uh and then do the Integrations with your messaging tool and then at the end of the engagement you will be conducting uat and you will also move the conversation to production and our team will be there to support you doing that and this is just an overview of what we're doing and the key here is we do a lot for you uh for for this engagement but but I do want to point out that you own the uat and maybe even more importantly that it would be your team or or maybe a partner uh that would take on the optimized activities after the conversation it's live in Productions so you can maximize the perform performance going forward so it's just a one-time implementation service and we actually see that some customers that we work with they start with Virgin Aid and essential and then they realize oh we need to continue on this journey so then they are showing interest in our our managed Service as a as a phase two nah intelligence let's talk about that so on this slide I'm gonna start to the right um your organization will be enabled through this engagement if that is critical to you this is the service for you but also I haven't touched on this uh up until now this offering also actually includes two other areas from a pro license so the team will enable and configure predictive intelligence and performance analytics on top of VA and to deliver an even more powerful Better Together service and this is an overview of this engagement is about 10 plus weeks um what I want to point out here is the execute phase so we will deliver about three sprints and the way uh since this is uh enable me engagement the way we work is during the first print our team uh would take a lead and during the second Sprint we will work with your team very collaboratively and during the third Sprint we want your team to take a lead with our resources to support you and and this is how we throughout the engagement can enable you and also if you look at the overview of this slide uh again similar to the previous but instead of saying hey we do it for you we're doing all this uh activities together it's identify the most common topics the design and the build and and same with uh previous service you would own the uat and you would own the ongoing optimized and enhancements of the service after we leave because we would be there only for the first release that brings us to the third service offering which is virtually done optimized and I just want to point out that this is not a service that we sell as a standalone service this is a product that we have combined with our itsm Pro license so it's a product and Service as one so so why video so I have heard more than once talking to customers saying hey we definitely see the value of having a virtual Aid and but to be honest with you we don't have the skills we don't have the experience or or maybe we have the skills and experience but we don't have the bandwidth to to do this to get it stood up and then also and care for it and and work on expanding it to really get the value out of it so um but because teams are just very busy and I'm sure you guys are attending this webinar as well so then my question is like don't wait um your team getting uh available already like let us do it for you uh and then when at the time when your team is ready and when you might have obtained the skills working with us or your workload for for whatever that reason is it's more manageable you can take it on and maybe at that time also the the service is more mature mature so it doesn't require as much work so remind you for this offering so our experts will Implement manage and optimize the the service and we're going to double click on that in the next slide uh but what I want to point out here is that you own the prioritizations of the backlog here so even though we do a lot of the work your team will be in the driving seat kind of determine what what we work on so what we work on is going to come to okay what what use cases and conversation and topics are more important for your organization that you want to create conversations for and of course this full transparency it's your platform you're you're on the technology uh so you will have full transparency of the the the service that we will deliver to you and the performance of that service and then in summary I want to say like the key thing here is time to Value so that is a key takeaway so there's no way you know like I said I think there's no way a reason for you to wait until your team is ready we can do it for you okay okay so this slide is a overview of the uh service offering for virtual Aid and optimize so you can see the two key uh activities that we will deliver to you throughout the term of your license agreements and most of you have a three-year term when it comes to itsm Pro is that we wouldn't have so we would create and activate conversations and that is designing and building customer specific conversation for you as well and that will also optimize so we'll report on the performance of the service we will maintain uh and existing conversations uh and and report to you and the next side actually double click a little a little bit on that so uh common questions we get is like so how fast can we go and how many conversations would you work on so we um we will work on three conversation conversations concurrently kind of the three topics in your backlog uh and some of those conversations might we might be able to uh deliver pretty fast because it might be an already pre-configured conversation that we have in the library but as you can imagine there are probably some use cases out there that are pretty complex and that require more designed uh and more custom build and and some of the automation that needs to happen in the background your team might might be owning some of those pieces too so it's hard to say that we can deliver X number of conversations during a certain period but we will be working on three conversations concurrently when it comes to optimize and maintain a touch about this upon this so we will train the mlu in the background we will refactor existing configurations and conversations and also search capabilities to cons constantly kind of optimize uh the service and we will conduct uh meetings with you uh concurrently so weekly and bi-weekly meetings to report on the service and keep you guys engaged and this is a sample of if you are new to Virtual agents so you haven't done anything uh and then you sign up for this service the first release would be like almost like a one-time implementation similar to Virtual agent Essentials um so I'm not going to go into that but like the first uh two three months is will help you be help you stand up the service but after that we go into a more of a monthly Cadence so it kind of depends on what your stlc Cadence is today and often often you you move things to Productions but but this is a sample monthly Cadence um that the kind of give an illustration what it could look like so our team will work with you uh having meetings and Status meetings this is again making sure that you have full visibility and transparency on the performance of the service and also this is where you will be able to provide uh taking on the driver's seat and determine okay what is most important to you when it comes to use cases and then what should be prioritized and put on the top of the backlog uh and then we have weekly touch Point meetings with more Technical Resources to understand the status and activities other roadblocks uh and how do we overcome those and then our team in the background will do a lot of work that you might not uh see so the team will run performance reports you will look at the performance of each and every conversations to see that they are performing to the level that's needed and determined and suggest tweaks maybe need to refactor um uh an existing conversation and maybe need to retire conversations uh and all that and and then of course brexit fix it if something breaks the team will will fix it uh if a conversation is not operating the way it's supposed to be intended and then on the bottom of the slide here and we're also go into like a more standard uh agile Cadence when it comes to and designing and building new new conversations and writings addressing user stories from that and that one might be used to stories for for new conversation but also use the stories and or actionable items that need to be taken care of um from already existing conversations all right so that actually brings us to uh the research slide so we have um uh we call them data sheets out there where you can learn more about these different service offering and I believe um Crystal and one of the ladies are gonna copy and paste the links to this in the chat um but I think we will distribute them them as well and that is something that you can take back I think you're getting this recording and then the pdf version of the slides as well but those data sheets are good to to share within your organizations and also if you want to learn more of any of these Services we are here um so please connect with your account team but also put your information and your name and email in the exit service so we can take an action on contacting you and um and make sure we identify the account team uh that is there to serve you so we're gonna end this before we jump into the Q a with another poll and we actually have the same poll questions and to see if that hey now when you know a little bit more about the different service offerings um which of the three service offerings do you think is most attractive to you foreign [Music] I don't want to speak too early all right so I see it actually looks like I mean no I'm not out okay I'm not gonna speak too early I said now intelligence enable us uh optimize when we do it for you and then also it's great to see that uh by listening to this webinar you believe that you can actually do this yourself that that that's great to see and virtually even Central the ramp up is looks like it's less attractive after understanding more on about the others I could say about 70 of you participated so let's see if we can get there or maybe it's us on the panel that hasn't participated from me we have all right I'm gonna end the poll now and um go into q a and I think what I was thinking using 30 minutes for the presentation and 15 minutes for Q a so I think we're right on time so I'm gonna open it up as Crystal and ladies have you seen any questions out there that we wanna bring up here hi Anna this is Bella I was just answering some questions and um one that we might want to address is um if you're wondering more about the cost of the itsm Pro Plus um or or that upgrade from Pro to Pro Plus I would definitely work with your account team um to get more of that information and then the only other one and maybe you want to touch upon to is if this is included in CSM Pro or if it's on our our roadmap yeah so if you have a CSM Pro so you are entitled to to ASM Pro and and you need to have a HSN Pro to to get the the virtual agent license uh if that is the case then we definitely can and can deliver the one-time implementation Services if you are however are interested in one of them the vao the managed service or the white cloud service uh I would still encourage you to connect with your uh account team to see how we can uh meet your needs there okay all right any other questions Anna this is Crystal just to clarify that there was a question about which license exactly do you need for the VA optimize if you could just go over that one more time that'd be great yeah um so you need to have you need to be licensed for Isis roll uh so when we combined the service we call the license itisan Pro Plus so that's why we have product and service so you need to have a minimal of Addison Pro and another question came in and it was about um the price for the now intelligence service yeah no I can definitely um talk about the pricing so the non-intelligence to to this question the price is 156k I believe um and the price for um virtual agent essential is 50K and then the the pricing for the managed service is not it's depending on the number of the fillers that you have so it's it's an add-on to your current item itis and Pro Plus it is on Pro um license cost so so that one I cannot give a one price for everybody so you're gonna have to work with your account team I mean it depends on how many followers you have there's another question about whether the service is available to government agencies the vao service or any other services yeah so right now the managed service is not available [Music] but at this point our managed Service uh you need to be in a commercial uh service now data center for us to be able to deliver that and uh follow on to that question can you have any of these Services if you're on Prem oh I think that Randy I'm gonna see if you can chime in I know that the managed service we wouldn't deliver on-prem but I believe we can deliver regulated intention and intelligence to on-prem but I don't want to speak for you do you want to shine in there Renee sure yeah we we can deliver the vae the essentials band The now Intelligence on on-prem okay thank you any other questions looking through the chat you know I think we've answered everything um if you have a very specific question to your account obviously you should contact your account team um in terms of pricing as Anna suggested not and I'm not seeing anything else all right now there's actually one more there's a question about multi-language support um and it's not it's not really questions more of a statement so um I can you speak to whether we we offer multi-language support uh for the different topics for our team yes so our team would deliver the service in English but but the product itself is have a lot of multi-language uh support capabilities but we will not have resources um designing and building conversations and translating into multi-language um however I know for some of the one-time implementation Services there we have teams in the media for example that deliver it in in German and I think maybe like in France as as well so there's definitely our conversations to have with your account team and and we can work with our delivery team so it depends on which language and how many language uh and so on and if it's if you if you're interested in the managed service versus them the yes one-time implementation but but formally we in in our service descriptions we're we're pointing out that we are delivering the service um in in English only okay a couple more questions question from Russell how about your IL for gov Cloud managed by servicenow yes um we can deliver in the il4 environment thank you Renee and then there's a question from David sorry and just to add on that is very specifically just the essentials the one-time implementations the essentials or the intelligence not the managed service so yeah thanks for clarifying in that yep oh hang on there's another question from David can you incorporate inventory and life cycle management I'm not quite sure what that means uh maybe David [Music] right yeah I so um at this time you would be able to incorporate some of that into the now intelligence or the managed service offering but it would definitely be a um partnership so you know depending on who is supporting your inventory management um you know if it's you or if you're looking to have servicenow um Implement that for you um we can do that but that then we would work in coordination with that team but the VA Essentials does not uh incorporate that yeah and the reason for that is because we're using the pre-configured conversations and and those are in the area mostly Ikea Sam foreign and I don't see anything else I think we've covered everything but if someone um if we've missed anything feel free to enter your information in the survey also someone can contact you all right so just want to thank everybody for joining and and providing and being engaged with the questions and looking forward to seeing the the feedback and then the questions you have as you um do the exit survey as well okay thanks everybody thanks for your time