so welcome to the virtual Asian academy uh as always uh please visit our community site for content and experts the link or the daily link is there we do have a new community site so take a look at that and then if you like what you're seeing on if you're on YouTube watching us on YouTube thank you and if you like what you're seeing go ahead and click that like subscribe button that way you'll be notified each time our uh Academy is post up to YouTube um it is always this session is recorded and will be available on YouTube usually by the end of the week or definitely by the beginning of next week so today is we're going to talk about getting started with a virtual agent for the Tokyo release and I would say about 70 of this Academy bill will be reviewed but then 30 will be net new because we're gonna be touching Tokyo features functionalities they're going to leave the little a bunch of little things here and there it's going to make your lives easier and provide you new user experiences and I want to share that with you all today so let's just gets Dive Right In so there's our agenda we're going to talk about overview some slide work followed by an exercise and then a q a and as always if you have questions use that q a panel um and um I or others will help answer those questions so first some paperwork out of the way so we do have new plugins and features in the Tokyo release so the net new plugin for uh in the store app available to you is the Omni experience standard feature set and that is required if you want to take advantage of some of the enhancements in the conversational interfaces home page as well as a new feature such as sidebar which is our new collaborative chat tool we'll talk about that later in the season uh in in Academy of course we also have updated store apps whether it's the iot7 virtual agent a conversation Store app our conversational integration with teams slack workplace as well as conversational analytics so as you upgrade to Tokyo please also take a look at upgrading those store apps if you're currently using them and if you're not using them I recommend that you should and then in terms of new features um the ones we're going to be going over today uh again enhancements to the CI home page you now uh are allowed promoted topics for teams in slack uh we you can now update branding icons on your chat widget and we'll show that today as well as a little things here and there in the virtual agent designer in terms of UI changes and we'll show that as well and of course there's many more if you listen into the academy a couple weeks ago uh or maybe like a month ago we did talk about Dynamic translation for virtual agent that was another um New Tokyo feature so if you haven't if you didn't catch that Academy definitely go ahead and check that one out all right let's go to the exercise um real quick so this is briefly what we're going to cover in the exercise before we do I'm going to do a quick pull which is two questions I'm going to launch this pull and one pole deals with Tokyo release and the other poll deals with how you want to be notified of our Academy so as you all know there's a new community and I'm trying to figure out what's the best way to communicate to you all um when and what our communities are so uh take uh maybe 30 seconds to fill in the questions so um click away while we do that I'll just briefly talk about the exercise we're going to talk about the CIA home page what plugins to install Etc we are going to do some setup greetings branding promoted topics Etc we are going to visit the um first conv um you know virtuality designer to create our first conversation and then we talk about next steps as well okay five more seconds get your get your Clicks in thank you all yeah I'll go ahead and show the results looks like you guys you guys uh are going to a majority of you are going to install Tokyo end of the year that's great and looks like the majority of you uh have the team's two scale schedule and memory not look which is also great uh or receive emails and reminders about it which is which is also good so thank you all for that so that let's Dive Right In so the uh back to the screen here so the first thing you're going to do is go to the conversational interfaces home page okay and if you haven't already I would favorite that page because you can go back to it and there are Dynamic cards that show up and update as you do more and more the configuration I'll show that in a moment once you go into configuration homepage for those of you who have not started the um installed the virtualization plugin you're going to get this one when you first um go to the home page and you there's a big button that says get the virtuation plugin so install that once you do that this page will update and it's going to ask you to install more plugins uh Slash store apps namely The itsm hrsd Virtuous conversations and it's going to let you request AI search I recommend you do those two things so recommend so install either the itsm and or hrsd Store app conversations because those are out of box conversations that you don't have to build from scratch like we provide them for you the nlu models are provided for you so this definitely provides you fast time to value and then as search is a is a very powerful tool that plugs right into virtual agent so that if there is no uh topic or conversation available to the user's query it will search your knowledge base your service catalog and invite you uh immediate and accurate results so once you install the virtualizing plugin and once you've installed the iits-7 or HR conversations you'll see something like this and you'll see what that's netting you in the top is we now have summary analytics on the top of your of your CI home page and we also uh provide you again as I mentioned it Dynamic cards and a first card that's going to show up is the extended version of the CI home page called the Omni experience standard feature set plugin it's gonna you know it's gonna ask you to update that so I recommend you do that and then it'll ask you to Brand your Bot so on and so forth so those are the first steps you're going to take you're going to install your plugins and store apps once you do that you're going to get a much a more enhanced CA home page and I'll show that to you now so here we go so I'm going to go to this conversational homepage as I as I mentioned I'm going to favorite it whoops did it log me out probably some inactivity there do it again interesting why everything's favorite but no matter I'll just go to the same homepage and it's going to look like this so um you have your analytics here I could probably extend this a bit further to see more things but you also see I have other recommended cards for me to do because I've done branding and Etc already but I've I haven't done some other things you also have a bot accelerator so if I expand this this is new in Tokyo you know it in terms of like provided guidance it actually tells me like what I should or shouldn't do some things I have remaining to do and I can click here if I wanted to get started on that um separated between launch boost right and tune so bot accelerator is a new Tokyo feature for those who want to know hey what should I do next after I built and launched my virtual agent okay so the first thing we're going to want to do is um go to settings oh well if I try my bot now let's do that I'm probably going to get a very generic greeting and a very generic bot right um so let's Spruce it up a bit so I'm going to go to settings and I'm going to change the greeting for the bot I want it to be more than just High I want to actually greet me properly by name so if I go to the virtual agent tab here under settings I'm going to configure the greetings I'm going to do two things all a couple things actually um so you'll see some extra uh Records such as a default phone experience this is for the ivr experience in Tokyo uh we're not going to cover that today but let's let you know what that is for but you do want to you want to go into the default chat experience record click into that and this is where I can change my greetings as well as add a promoted topic or a pinned topic so under set of topics you notice that the greeting topic is just a regular greetings I'm going to change that to Dynamic readings so the dynamic radius topic is part of the itsm virtual agent conversation so I remember I told you all to install that one and that one's going to be a a much richer greeting it's going to say hi my name it's going to probably show me some top uh list of tickets if I had any and it's just going to give me a better user experience likewise for fallback uh if the user types something and nothing shows up this fallback topic usually just says I'm sorry I can't help you please try again or please please treat something else that's not a great experience either I'm going to change that to a search fallback so click into the record and click search fall back click save and then what that's going to do is the next time I I type something that doesn't have a conversation it'll run a search for me as a fun fact I'll search again my my knowledge base and and or my service catalog okay I also want to add a promoted or a pinned topic so let's do that real quick I'll click add topic just and let's see I'll add check ID ticket status that's a very popular one now uh new in the Tokyo release is you can now add a promoted topic to your teams or slack integration so that wasn't available in the past but now it is and the way you do that uh you probably saw a little preview here you do have to create a new greetings record and when you do of course the setup topics and the promoted topics is the same uh you may have to add more than just this I just added two for for Simplicity here but under details you do want to make sure that when you provide the context for let's say slack when you edit the conditions you want to say hey for uh this greetings and promoted topics I want device type is slack or maybe device times is is teams whichever it is you click set and then that way you'll have promoted topics appear in your slack or teams okay so if we give the uh bot a try now I think let's see if I go to the virtual agent page or if I go back to home and I try to bot real quick the analysis my name hello Vincent gives me a list of issues and I announced on my uh promoted topic check ID ticket status great now let's go into branding I mean this is kind of boring some you know teal colors it's still called virtual agent let's change that up a bit so let's go back to settings and let's go to branding here go to the default printing page do you have two records one's for employee Center which is separate but we want to go to default branding and I'm going to give my bot a name I'll call it say let's we see chat here and um you can customize the colors all you want and I'll give you a preview this was uh you know available as of San Diego but new in Tokyo is icons I can now change some of the icons here okay so for example for start conversation instead of let's say instead of this one I can add an image and I'll go into my images or go into my desktop folder and let's say I want to use this image here this uh pointy Arrow one okay I can do that now uh you can change any of the images or any of the icons see down here that you can change the three dot menu icon itself uh it's so on Etc I can remove this if I want to and it looks like this you definitely want to test the UI when you replace the icon just to make sure that it looks good right this looks okay I wish it was white but you know that's if I wanted to I'd have to find another image that was white or maybe just because this image was transparent that's probably why and we can test that we can test that a bit but that's how you change branding icons which is new in Tokyo awesome and we see chat that got updated too so now let's go into designer so I set up my greetings motor topics branded it set up a fallback now it's time for me to uh to design some topics so let me go back to the home page here I could also go back to um here and type designer but obviously I can find a way yes I believe is this button that takes me to designer yeah so let's say you know I I just know from experience that um email is used as one of the top issues right or things I want to solve with virtual agent right so good thing again the itsm virtualized conversations have email issues template that I could just duplicate and publish right out the box without touching everything so I flip into here now the template is read only I don't recommend using this um you can but I recommend you instead duplicate this I'm going to call it email issues or maybe I want to call something different uh it's not gonna be it's not going to have the word template at the end I'll click save and this creates a copy for me that I can modify making my own right you'll notice I have keywords I have not enabled nlu yet though we will in a second and um something in Tokyo they've cleaned it up a bit so the advanced properties are now in these drop downs so if I want to look at topic visibility uh live agent any additional things like category that is all tucked away in these accordion folders and if I go to flow here we have uh let's say if I click into a static choice for instance we also have some the advanced features also tucked away just for a cleaner look so that uh in in the past you've had to probably you know scroll all the way down and I'm not even sure if the prompting choice is up top now they are now the most important things you need to fill out are prioritize to the top and everything else is tucked away here in the accordion drop downs for a text response I know this one uses a script but if there was an outage um it would give some message saying yes you have an outage I could also add an alternate message so what this does is I you know it will now randomly select one of two things to show either the first one or another one and this makes your Bot more personable it seems more unique right so every time someone goes to this conversation it may not show the same thing twice because I can say like I am sorry now there is an outage so again randomly show one of these two and again makes it makes your Bot a lot more lively in person so I click save I can click test but we'll test it you know later and I'm going to click publish and that is that cool so now let's test this bot like live like in service portal so if I go to my service portal foreign open up my virtual agent here this shows the my testing site but if I if I start typing oops I don't know email issues because I have keywords it's going to find it's going to do this pop-up here uh and I'll and I'll run the email issues topic so that's keywords which is okay but if I were to say you know I have email or issues with email which is definitely something your user will most likely uh type other than just email issues then it'll show some other topics of course email issues is one of them but it may show some others and this is okay but not great so what we want to do is we want to enable nlu which is a much more it's natural language understanding and that'll allow a much more uh great a better experience trying to land and exactly what the user wants um as you can see here we have our greetings this was from the test this is the real one promote a topic we have our uh button here uh that that we branded so let's go back and let's turn on nlu so um I'm just gonna just try to end this conversation real quick maybe run this random topic uh I do recommend you turning virtualization feedback on as well that's that was another setup topic so let's go to here back here in the uh say a home page and now let's go set up nlu so you notice and it knows that I don't have nlu turned now so it's telling me to so I'm going to view go ahead and click view nlu settings I saw I took a peek at the Q a someone asked will this work on mobile as well uh well what to work on mobile as well I assume The Branding don't know why this is taking so long let me oh the moment I try to click away it loaded because of course it does um I'm I'm in settings virtual age you see that this is off for nlu I'm going to click view settings and that was way faster and I'm going to activate nlu here a service provider we now enable certain we provide service Mount nlu you also we also allow you to use Lewis if you want we allow you to use IBM Watson if you want and new in Tokyo we allow you to use Google dialog flow if you want as well okay so three options two plus one new in Tokyo so I've enabled nlu I'm using service.no um you know I've got these turned on so now let's try the bot again and uh see if we can do a server oh let's see end the conversation which kind of it's going to do a little bit of a reset uh I can just refresh the page for good luck and then we I hope someone's not using my instance yep someone's using my instance great I'll use the tester instead so I'm going to click try my bot hopefully this is a separate session otherwise I'll just log in as a as someone else so I'm going to test it here I'm going to say I have email issue oh you know what I'm sorry I need to do something first I need to go back to the designer for email issues and I need to enable I need to set up some of the nou in here as well so I'm gonna now that I've enabled nlu here I'm going to refresh to the designer go back to my topic and nlu intense show up here I don't know why maybe I should just uh close a couple things start from scratch designer search for email issues weird let me make sure nlu is actually turned on in my instance I'm pretty sure I clicked save huh I guess I didn't click save my bad okay there we go blue blue bar nlu save successfully now let's go back to the designer goes to show don't get to not get distracted by uh fancy Tokyo features to to be talking about before I click save there we go so now the nlu intent tab will show up here so under properties I want to select the nlu model which we included for you called itsm nou for virtual agent and Associated intent should be called email issues there it is easy peasy again this is all provided for you already out of box with the VA conversation so you didn't you did not need to build any of these intents and models so now that that's published now let's go back to this service portal here may need to reload it or at the tail end folks almost there you'd like help with email issues is that right yes it is thank you for confirming I that was actually one of the selection options in the configuration and then it'll send my it'll go through the email topic so there we've created our first conversation we've done all our setup what are some next steps right so let's go back to the ca home page and we'll talk about that so once you've piloted your virtual agent you set up the greetings to fall back a couple topics you do want to look at how your virtual agent is performing right so you do want to look at your uh bot performance you're going to see a home page last 7 10 whatever days but if you want to go to the our actual analytics dashboard you can just click right here to view details and annual uh virtual agent Analytics and this provides you with a whole host of other uh things to look at here I can extend the uh timeline a bit to give you guys more data to look at uh deflection configuration itsm has one provided again for you already you'll need to create that either right so these are all different analytics you have two ways to access so one is again this link the other way is if you're to go come from let's say your home page you just type in um conversational Analytics should be one of these here yeah and under here virtualization dashboard right um you definitely want to after you know you may create some topics let's say you're like oh what topic should I build next or what topic should I build at all definitely check out get topic recommendations right and that what that does this topic recommendations analyzes your um incidents analyzes your uh fallback utterances Etc to determine what are the top top virtual agent topics that would deflect the most amount of cases so simply click get new recommendations and it would just automatically run it for you um so what are things to look at definitely um you want to enable a notification so you can get those straight from from your virtual agent all right so if you go to Virtual agents under settings you want to turn on notifications here you can turn on multi-language Dynamic translation as you as you did below here you probably you know saw a little unplanned preview of that there um nlu and then you also want to set up um you may have a teams or slack uh collaboration tool that you want to integrate with you can do that under settings General and channels you can see I have slack already installed we can install slack or teams you just have to install the plugin first in order for these buttons to appear otherwise I'll be grayed out like that and then you know once you've gotten that working you may want to look at agent chat as well go to agent chat you can activate that right click save this time like like I should have last time and uh yeah so that's how you get started virtual agent we went through a lot of things um again this will be recorded uh for any questions uh I know we're at the time else down for questions yeah uh someone asked well The Branding work on mobile I I don't know but I can give back I can post in the YouTube comments uh later I don't know off top my head I'm not sure I don't think it does I think Mobile's a little different different UI any other questions okay if not again thank you all for attending um thank you for joining the academy we'll be back in two weeks on November 1st again same time and uh we will do some more uh interesting things with virtual agent all right thank you everyone the recordings will be on YouTube so it'll be public and viewable to everyone if you want to look at the playlist it's in it's in the nook it's in the now Community Channel or if you search servicenow virtual agent Academy you'll probably see a bunch of the uh old uh academies and you'll see the new one once we upload it by the end of this week thank you everyone take care