all right let's go ahead and get started good morning good afternoon good evening wherever you are in the world while we wait for more folks to filter in as they are joining uh additional resources as always please visit our virtual agent at nlu Community for more content and experts we are going to you know be sharing more information about the Utah release although you are here for that reason which is a good thing welcome uh we also have an agent chat AWA and sidebar uh Community Forum as well so go ahead and uh you know Point your browser towards that this session will be recorded and if you're watching this on YouTube as recording and you like what you're seeing go ahead and click that like subscribe button uh you can subscribe to the channel subscribe to our playlist and you'll be able to see all our past academies as well as other content from the servicenow ecosystem hey guess what knowledge is coming soon May 14th to the 18th register for Nas today if you haven't already I will be there um some of the other some of my other presenter colleagues will be there and you'll want to learn more about virtual agent agent chat sidebar we've got a lot of great sessions and labs and Creator con uh sessions coming in there so if you haven't already go ahead and register for knowledge with that we'll go ahead and get started so this is what's new in Utah for conversational interfaces Utah General availability is coming out tomorrow so you have a one day sneak peek of everything coming out although if for those of you who already used early availability you probably see some of the features already which is great if you have any questions go ahead and use the Q a feature on zoom and then that way we could address those questions uh you know during the course of webinar and we'll leave some try to leave some time at the end as well so that let's start with virtual agent so the first thing I always like to talk about is a conversational interfaces home page so we've made enhancements to this in the Utah release for example we have new product tours on various Pages uh we have the new ability to change the font of your virtual agent or upload a custom font if you like for your virtual agent and then something to call out is that nlu is now defaulted to on for net new Utah instances so if you're upgrading we're not going to switch you on by default but if you are starting new uh in Utah moving forward nlu is defaulted to on uh as always don't forget to install the Omni experience standard feature set plugin I know some of you are if you're missing features from the ca home page that plug-in is probably what you need to uh install to see new features in the CI home page and um you know a picture's worth a thousand words I will show a demo of of to see at home page in a bit but just wanted to do a summary of the new features coming soon teams and slack integration enhancements so we have a brand new messaging app integration page that's part of the conversational interfaces home page looks like this a lot more uh you know visually appealing I'll just say uh for slack for those slack users we now have instance multi-instance support for single slack workspace so you can now connect multiple service instances to a single workspace if you choose to we have Smart linking and teams so in Tokyo you may recall we have Smart Lincoln and web we've now expanded that to Microsoft teams you can Define uh opening options for links uh when you click on a link in teams uh in the virtual agent integration for teams and we you also can install or set up a SSO since uh you know users will likely need to be authenticated to open up those links that you display in teams and then finally we have automated manifest file generator so this is used for self-configured Bots for Microsoft teams and and uh for those customers who are on GCC who have who are trying to connect multiple instances or are using alternative collaboration proxy you probably created a custom self-configured bot in Microsoft teams while we made that process simpler now in the Utah release okay and so with that I'm going to start a demo to just a video see what all that looks like as you can see here you want to navigate to the conversational interfaces home pages type in conversational interfaces and you'll see that the Eli is pretty similar we did tweak some visuals and then on the right hand side as always we have a bot accelerator to you can see step by step on how to implement the chat bot let's first look at the new branding feature so we click into branding from settings and here is an example of the product tour I talked about you can kind of get it you know some images and some description on what you can do on this page and other Pages have product tours and then let's look into branding you can see you know colors we've been able to do that for the longest time icons this was a Tokyo release and then here is fonts and you can change uh the fonts and other and we provide a variety of fonts out of box for you and then if you want you can also upload a font either from a website or upload a font file and you'll be able to see a preview of that on the right hand side here you can see the channels and Integrations uh page that I talked about uh since I haven't installed slack you can kind of see slack is kind of down the bottom but here since I've installed Microsoft teams I can manage it there's my tenant name if I go into settings I can this is where I can set up the uh link authentication I told you about for SSO here you can also set up the the enable notifications how to link automatically link profile and and so on so yeah those are just some of the features I talked about that's coming new as part of the conversation interfaces home page foreign also coming into Utah release are proactive triggers now this one this is a cool feature that folks have asked about for the longest time you can actually now practically send uh context context specific messages to users such as a greetings message or vertical agent topic and it'll pop up out of the widget and you can enable this trigger you can enable these pop-ups on large articles catalog items uh portal which as you can see in this page here or any other page that you access via URL okay so this is a store app so go ahead so if you're interested in this you go to the servicenow store and you install that productive triggers plugin and I'll show you what it looks like here you know if I just go to the service portal real quickly I can set up things like you know what is my pop-up going to say uh how often it pops up when does it pop up and there it is right there it's a good way to just show users hey you know this is available to you I'm over here because I know sometimes that widget can be you know hard to spot in a portal and then uh yeah it shows my the text that I configured in the pop-up and then here I have it set up to a greeting although if I wanted to send it to a topic I can do that as well okay so we're going to go into more detail on proactive triggers and message previews in a future Academy but just wanted to show you that that's possible in the Utah release low code by the way you don't know there's very little scripting involved scripting is optional but I know in the past you might have done had to do some scripting to do that but no longer next in Utah is ATF for virtual agent this was a long time customer request we've delivered it um you know at you know we were initializing support should I say you know we're not done yet uh support for ATF you'll be able to create test cases for virtualization topics and you'll be able to capture them in virtualization topic test Suites and just like ATF you can or other applications of ATF you can uh you know run more than you can create more than one test case per topic you can also run more than one test case at a time and then you can see you know step-by-step uh success or or failure again I'll show you a very quick demonstration of ATF so uh you know you can click manage test cases and here you see my existing test cases pass fail if I don't have a test case for a topic they're listed here and then you can see that I can run a test case just via the test button up on the top right and there you can on the top you now have a create test case button and then you can run through the test case uh create go through a certain Branch or do a certain thing to capture that test case and here I'm just going to go through this topic really quickly and then once this Topic's done and I say Yep this is how I want my test case to go I can stop the test case save it and then what I'll do it'll appear on my list of existing test cases and I can go back to it and uh run it anytime and or run multiple test cases at once like I mentioned earlier there it is at the bottom so yeah so that's an example of uh or that's a demo of ATF for virtual agent uh next feature we have a notifications enhancements for the virtual agent you can now configure Channel by channel uh whether you are you know where you want notifications to appear you can now disable the skip button and actual notifications and then you have the ability to control the notifications prompt that users receive when notifications are about to appear for the user so just a more fine-tuned control for you there group Choice input node so this is going to be a new input node in the virtually designer and you'll be able to create experiences such as the screenshot you see there you can group up those choices uh you know text and images are supported you can do select you can single select or multi-select and this is supported on web only in Utah although uh we'll symbol to support this via Apple business chat that's coming via a store release later on this year we have enhancements to omnichannel callback so this was a Tokyo release and uh we can now we're now enhancing it to provide uh support for callback on all our other existing computational integration channels such as slack teams uh virtualization in addition to the voice Channel we we released in Tokyo uh we now support the ability to invoke a scheduled callback at a specified date and time addition to the existing ASAP callback functionality and then we add a support for Zoom to be used at a as an outbound channel for for agents to conduct the call uh back on so we did provide a we did release a zoom integration out of box and I want to say the Q4 store release you might have seen an article about that so then you'll be able to apply that to here uh there's many more miscellaneous things just some quick call outs AI search results have now expanded to more than three results at a time in Virtual agent uh We've uh and enabled SMS authentication with MFA uh if you're using text as a channel we're providing multiple ux enhancements in Mobile virtual agent and then a quick call out if for those of you all you know two people in the world perhaps still using uh Internet Explorer 11 that is no longer supported uh on Virtual agent in the Utah release so just a quick call out there uh for those uh still using Internet Explorer I'd suggest you migrate to either Edge Firefox or Chrome so that's all I have I'm not going to turn it over uh so that's all I have for virtual agent at least for you so I'm not going to turn over to my colleague Eliza to talk about what's new in advance work assignment awesome thank you so much Victor so we've got two new exciting updates for Brownsburg assignment the first is that of the release of the new advanced work assignment admin console so if you're familiar with the conversational interfaces homepage this is very similar to that in which you can go here if you're just setting up advanced work assignment for the first time and find all the information that you need to be able to get your advanced work assignment um set up and running or even if you've already implemented um your own version of advanced work assignments you can actually come here and discover new plugins that you might not have no one existed or just get tips and tricks to kind of expand that out so it's really neat I recommend taking a look um just you know to see if there's anything you might have missed while implementing so next slide and the next feature is something that actually affects functionality of advanced work assignment and it's really really exciting these Q triggers um uh basically enabling you to so when a user is waiting to be connected to a live agent we are now allowing you to perform actions in that time so you can set it up so if the user has been waiting to be connected to a live agent for five minutes you can send them a message saying like Hey we're sorry about this long wait um please give us another couple of minutes you know so you can send an a message while they're waiting in queue you can also say Hey you know it's been 15 minutes how about you just go ahead and create a ticket and start that new virtual agent topic from that queue so it's not just kind of as some of you might have noticed you know where our users waiting for that live agent connection there's no way for them to sit out of that or anything unless the user does that so now we're giving you that option to kind of give the user um some more options in there or just give them updates to say we still know your hair it hasn't been disconnected or anything like that so I really think it's a neat feature and I recommend checking it out um as you can see on the screenshot here we've just got them and the acute level so take a look on your Utah instances now with that said I'll hand over to Sam to go over what's new in agent chat thank you Eliza so what's new in agent chat we have released a cross-channel conversational history in Utah release in the previous we had conversational history which just shows the agent what they have been discussed with the requester with the cross-channel conversational history it shows all the previous conversations the requester made through different channels like slack video teams Etc so agent can see all those conversations within their agent chat window every Chad that's been discussed in Cross channels it highlights in which channel the conversation happened when it started when it ended it also shows what was the conversation then was so that helps the agent to understand what request today is looking for and how his past um issues being resolved or if he is coming back for any unresolved an issue and trying to get the help again this conversation is available only during the live chat conversations for the agent chat this feature is available in Aiden chat plugin next slide please let's get into what's new in sidebar for Utah relief so we have added more enhancements for sidebar now the participants inside bar discussion they can edit and delete their messages which they have sent in those discussions any message that's been deleted it shows a message message has been deleted to all the participants within those discussions likewise if any message is being edited it show it tags the message showing it's been edited so this is available this is visible for all the participants so that participants be aware that the message is being edited so that they can go and look into it again so the feature available by right clicking on a message and choosing to edit a message or delete a message next slide please so another enhancement is using at mentions so now the participants can use at and look for an a uh look for other participants and address them to help them with any information uh for resolving that particular issue so when at mentioned with a person name mentioned it does two things so one is it sends a notifications a general notifications that gets into the Bell icon notifications showing you've been mentioned inside bar so that way they know that they've been mentioned in the sidebar and now they can also look at at mentions in their sidebar menu we added a new tab mentions if a participant is not added into those conversations so they can add themselves into their participants with the attention and start helping the other participants in it next slide please so for Utah we have provided the sidebar to integrate with Microsoft teams which means the participants and sidebar discussions not only adding the servicenow users they can also add teams users and the users in teams may not require to have their servicenow accounts so they can be directly added into the participants and they can make all the conversations like exchanging emojis exchanging files and adding new participants from the teams uh and deleting any participants from the teams everything will be available for the team's user and all the changes that's been made during these conversations either in service now and also teams it's been reflected and visible to all the participants within that group conversation so we are providing this integration as a standard feature whereas Microsoft will be charging a nominal fee for the exchange of these messages so for a best practice to reduce that amount you can also choose the list of users that you want to add into sidebar discussions while configuring the setup with that said let's get into a demo and see how this conversation is happening between sidebar and teams let's say an agent who locked logged into his workspace and looking for an incident looking for all the incidents then he picked on the incident that he wants to work on now he clicked on The discus button to start a sidebar discussion and now here he's looking for a teams user If You observe there the team's user his Microsoft ID and his icon teams icon has been added means the user is only available in teams not in service now whereas if you see the system admin he's available in both and can be added so the conversation has been started and a new discussion window has been added now I am in teams with Lee who can check the group chat in his teams account you can see who all the participants been added there and he can also reply to the message that he received and here he can he can send emojis which will be received on the sideboard side and now the freight can also choose to send an emoji to the teams user you can also share any helpful files and attachments so the format of the attachments it looks different in sidebar and in teams because of the different systems and the behaviors so now Lee received the Emojis and he also received the file from the sidebar you can also share files from teams which will be visible inside bar so that's all for the demo we will be doing an advanced uh sidebar teams integration we'll be walking through what steps needs to be done for the integration followed by the dive offer demo showing the other capabilities so please look out for a Academy session that will be coming in future foreign so with that said Thank you and uh let's open the Q a all right so um in uh Sam we do have some questions for you about conversation history and side of bar if you will and if you have any questions please ask them in the Q a channel I see some questions in the in the in the chat too and then while we're addressing those questions finally I do have a poll for you this is the this is a big Mega poll uh basically of all the features you've seen which one did you like and I'm gonna run the poll right now I try to include as many questions or as many of the features you saw as possible I'm gonna launch it right now so go ahead and fill in that poll and uh you have to scroll down to see some uh of the uh choices don't worry about question two that was an error but yeah while we cover that poll uh Sam go ahead and take a look at some of those questions in Q a Q Vector I'm looking at those questions foreign that's been asked about the conversational history yes it is available in Tokyo but that is uh only for the previous conversations that's been happen on that particular incident alone whereas now we are showing the cross uh Channel conversation history which means any conversation that happened in other other locations like in Facebook messenger message or interview or in slack all those messages are pulled into the agent chat window to show them where all the conversations been happen from that requester and the other question is what would be the advantage of sidebar FMS teams is already widely in use most folks log in to teams and stay logged in all day long so the sidebar teams integration does help agents who are working in the side part service now workspaces and if they want to connect with Microsoft teams who are not the users in the sidebar system so they can look for those users and get the help from the teams so this does help for example an employee is looking for a help and there was an incident and it said for uh agent looking into the incident and wants to connect with the team's user to help him solve the issue they can start the discussion and add the team's user and help him to solve it that's that's one use case I'll also mention uh Sam we we will have a future Academy on the sidebar and teams integration right yes yes awesome so yeah stay tuned for that you know more academies on the proactive triggers which we know is going to be a big deal and then more academies on the the team's uh cyber integration um coming coming soon as well so stay tuned for all that uh yeah go ahead continue with the questions thanks there's another question can Agent pull and drop screenshots into the live chat uh as of now this is uh not available so agent still has to click on the attach button and attach the files but we do have plans in future of to bring this particular feature down the line yeah I think I can add drag and drop is currently only available in the web agent workspace uh nowhere else well in teams as well just because teams I think no I don't think teams allow sorry just the agent workspace uh for for web so Victor there's a question for a virtual agent can we have a session on submitting catalog items in a pop-up from virtual agent uh yeah we can I'll look into how to do that um but that is a Tokyo release feature and um you'll probably you're probably looking at again smart links slash URL navigation catalog items so yeah we can look into doing something for for that because I know that's a big deal we might combine it with uh with teams as well now that teams is allowing that uh too so yep good call out the next question what are the attachments that sidebar supports so we support our uh JPG files and uh PDF files but please make sure the file is not too big uh while sending to the other participants especially who are in teams the other one on the Utah release notes there is a VA designer enhancement enhanced slot filling capability for nlu topic discovery would be nice to have it cover in upcoming Academies um okay I I need to look at that you're probably right I just haven't looked at that yet is it possible to exclude emojis from teams integration if this is with sidebar teams integration we do have a uh option in the sidebar console where you have to uh you can deactivate emojis so that emojis won't be visible for the sidebar discussions at all does Microsoft teams user require any special role or licensing to chat with sidebar users uh so for this one you don't need the users uh in your Azure system so because you will be integrating the users in Azure with the site within sidebar and pulling all those users in the Azure system within the sidebar so definitely what are the roles that they make required to use the teams those are required whereas on sidebar side in service now so integration pretty much takes care pulling all those users into the system there are no special roles required for the team's users within the sidebar but whereas the agents and the other sidebar participants they do need roles for the sidebar to be accessed and added as a participants foreign bar will it display whether the Earth mentioned user has access to the current record so there are two things that happens when uh used at mentioned with the user so if any user who needs to join into those sidebar discussions they must have the sidebar access so right roles need to be added to that user if they don't have access to sidebar they can only see at mentioned notification in their uh Bell icon notifications where they can check with an admin and see if they really need to be added into those conversations down the line and request the access so Victor we have more questions and we are right at the time so yeah so uh we'll probably keep going for a little longer if you guys can stay on that'd be great if not you know definitely uh feel free to drop off I understand time is is precious and of course this will be recorded we'll just probably wrap up the the Q a and then call it a day so we'll just keep going but for those you have to drop thank you for uh joining uh Yasmin asks there's a new feature for Via analytics yes there is for uh the chat transcript downloadable file so this one's uh so that you can download chat transcripts as of I believe Tokyo and that's in the conversations Tab and that's simply we just added more column data uh for those for for conversations using flow designer Integrations hubs folks so uh that's that's a quick one but uh it's definitely there for you to try out uh if for those of you using uh flow designer spokes in there uh Anonymous asked is is it possible to split nou model per countries that are per language it is manually um you you're not you're not able to have secondary models in different countries you are to allowed to have um different primary models per country I I don't recommend that option though because you usually want to have nlu models focused around um subject matter right and then rely on secondary models with language to separate uh to separate it that way so um it is possible just not recommended as a best practice speaking of best practice uh we if you're on San Diego should we wait until we upgrade to Utah the spring or can we activate it now and figure after the Utah uh upgrade given that you're in San Diego I think it's okay you can start now and then upgrade to Utah I say that because the ca home page is available in San Diego so you're not starting from way behind so uh whichever gets you closest to being able to start up a you know a trial run right or do some piloting would be would be best and then you can then skip Tokyo and go straight to Utah if you want and then a lot of the UI you know say homepage and stuff will will be there or at least we'll be familiar for you again just don't forget that um that Omni experience standard feature Set uh Store app foreign Anonymous ask do we have a feature where we can provide language drop down and the topics will be translated in that language just for virtual agent session and not update users language um I don't know what we mean by that but I'll tell you what we do have uh in in the virtually indesigner you you are able to manage different languages for topics and then in the Tokyo release you may have heard that we do have Dynamic translation now so managing languages for topics and nlu models is a lot easier now so I would I'd recommend you take a look at that and then last question how to have virtual Legend dashboard split per country uh currently not available but it's a good question uh something we can take back to and in fact uh one of our analytics product managers is currently on the call so a good call for him to to take back to his his team for further consideration and then Katie asked the sidebar question I think Sam will just leave this to you and then we'll call it a day yes looking into it so I met most of the meeting and sidebar we used for example to leave messages for live chat agents and even there are no live chat agents available uh as of now we don't have this capability as we uh look Side by our discussions as a uh uh I mean as an advanced discussions for the agents to connect with other agents and the subject matter experts to get the help resolving the instance or the cases will definitely take this isn't a feedback and pass it to the team and see if we hear more from other customers we will uh bring it in future okay so with that uh that's it thank you everyone for joining our conventional interfaces Academy what's new in Utah as I stated this will be recorded and uploaded to YouTube in the coming days so stay tuned for that you'll be able to share that with anyone from Mr session and then of course we are back another two weeks for more conversational interfaces goodness thank you everyone have a good rest of your morning or a good rest of your day thank you