alrighty so welcome to the what you need to know to jumpstart virtual agent um this is a live on servicenow session um this is our Safe Harbor notice in case we do talk about any forward-looking statements we just want uh you to know it's based on what we believe is coming out um but there are still uncertainties that may come up and things may change as far as housekeeping is concerned we have saved time at the end for question and answer so please use the question and answer button in the meantime along the way if you do have questions the presentation will be recorded and shared on our servicenow community we do webinars and meetups webinars are recorded meetups are open conversations and dialogue we have this one recorded so it can be shared for purposes later on after the event you will be prompted to fill out a short survey and we really appreciate all your feedback it helps us make every session just that much better alrighty um again today's session is a part of the live on servicenow curated events series to connect to you and with experts and peers that can help you deploy products faster and Achieve value faster so we hope you can join us or some other sessions um you'll see the schedule by scanning the QR code or checking out the link that was just dropped in the chat just pause right there in case you're using that QR code awesome quick introductions my name is Isabella I'm a Staff product manager with our it service management product um I have been with servicenow for the last five or six years now um primarily working on our virtual Asian product and I am joined with Jason and I'll let him introduce himself yeah good morning good afternoon good evening or if you guys might be joining Jason Leung I'm part of its sub product management team and I focus also on our virtual agent product um happy to join and share some of the ways we can get started with virtual agent today awesome thanks Jason alrighty so we're going to start off strong with a poll so our question to you is what um is your virtual agent timeline at this point I think this is um there you go the right question here you go um are you implementing this quarter oh I still think this might be the wrong question if we can change to the next one um are you planning to implement virtual agent this quarter this year you haven't quite put your plans together to share or you are other so um I think Isabella I think I may have put the wrong questions in there if you could pivot for like two minutes while I just said I am so sorry no worries at all let me know um when that is pulled up and we'll come back to the polling um we'll start off with the foundations first and then we'll go back to the polls so it service management is built on the power of the platform I like to show this slide to really set the foundation for our conversation and showcase that extensive Suite of itsm so starting off with standard this is a part of our core of itsm it's really how organizations modernize their I.T and then building upon that we have the products in our automate package or itsm Pro this is really bringing the power of AI and ml to our existing Suite of products and it affords you expanded capabilities and functionality as well for those organizations that are ready to optimize their people and processes we also have itsm Enterprise which brings the power of Workforce optimization and process optimization into the conversation but we're really here to focus on Virtual agent so virtual agent if you'll see here is really where you're going to see that 50 deflection of incidents um requests that are coming in from your organization and a lot of what we want to talk about today is how we can set you up and how you can think about virtual agent in order to achieve that minimum of 50 incident deflection we have other sessions as well um that will be more geared towards best practices in the later in the upcoming weeks but right now we're really focusing on what you need to know just to get started with virtual agent at a high level what's involved in it what are the what is the functionality look like and where you need to focus your time and energy on so I'm going to pause there to see if our poll has been brought up awesome so we're going back to our poll question so what is your virtual agent implementation timeline we really like to talk about this to see where everyone is at that we're chatting with that way we can really gear the conversation to where you are on your journey so we'll just leave it open for a full minute um about 40 more seconds if you could answer if you're implementing this quarter this year or you're you're not you haven't quite set firm plans on where when you're implementing also if it's other you can add to the chat some details about what your implementation plan is alrighty uh just about 15 seconds or less I think we still have a few people that haven't answered but that's okay so so just to end that poll and we can share the results so we're seeing about 22 percent of our participants who are implementing this quarter so this is great um this session and our next session will be really helpful for you as you're on this journey implementing this year again you're doing the right steps and getting as much information as you can in the beginning of the process and then if you don't have plans yet hopefully this conversation that we're having right now might start um formalizing helping you formalize that plan as well and then other uh we've completed the pilot and waiting for implementation that's amazing uh we love to hear if you have any questions or any concerns too at the end we can chat about it too alrighty so um the next question I was going to ask as well is if you're planning on implementing virtual agent in the next six months would you be interested in a Hands-On uh workshop with q a um our spaces are limited for that as well so we want to give you optimal opportunity to sign up for that if you are responding yes which quite a few of you are we will try and drop the link for registration in that in the chat so that you can sign up right away and you don't have to worry about spaces being full it is a Hands-On Workshop so we don't want too many people um so that we can really help um yeah help everyone on one by one awesome so I think we're almost at completed um number of responses about 70 are saying yes very interested um 30 are not ready for that part yet no worries we will have more of these sessions in the future if this upcoming one isn't going to be the right timing for you um yeah so that's great um we're going to jump right back into it so as I was mentioning how can we get you to that 50 deflection um so I want to give you kind of a basis of how you're enabling uh self-service here so employees go to the phone team slack whatever it is that you're using for messaging channels and they send a request or incident to the virtual agent they have an issue going on or they have a request that virtual agent then uses the power of automated resolution via the out of the box conversations that itsm has provided or other bu's business units as well as any conversations that you have designed for your specific employees needs and requests with the power of nlu flow designer integration Hub and AI search to really deflect and answer these questions create incidents fulfill requests things like that really the power of your virtual agent and the thing that I often tell people to focus on first is your catalog and your knowledge base so the catalog items that you create the knowledge articles you create are really going to be what deflects them most and where you should be spending a lot of your time so making sure that that's a really robust set of knowledge bases catalog items Etc so that when you do start your implementation with virtual agent and you do start using it it is actually providing more value for your employees from there we also have a seamless handoff to live agent as a fallback or just as a switch to live agent for those that still need further help and the virtual agent was not able to deflect everything we know those those situations happen so we have that seamless handoff within live agent as well we have almost a virtual agent experience so say the live agent has a standard set of questions they're going to go ask the individual regardless of what the um virtual agent was able to accomplish or not so say you know oh this is your request we need you to fill out this form or these set of questions you can enable autopilot so to ask those questions to gather that information so that that agent can then focus on some other things or actually executing things in the background um so we almost have like a virtual agent within the live agent experience as well additionally from there we do want actionable notifications going back to the employee so those can be you have a request waiting for approval a comment has been updated on your incident whatever it might be we do have that actual notification going back to the employee as well and then we do know that some people are going to go to your classic portal or email to get help and requests we also have issue Auto resolution with our virtual agent issue Auto resolution is when something comes in through portal or email and the virtual agent picks up that incident or that request and acts as a first line of defense they've proactively reached out to the employee they say hey I saw you have issues with your VPN would you like my help with it employee says yes run through that conversation specific to VPN connectivity issues and then the employee can either say yes that resolved my issue please close this or the employee can say I still need help please assign it to an actual agent and that agent will then be assigned it and it will they will be able to proactively reach out to the employee so those are kind of the Dynamics of what's going on with virtual agent that I like to talk about I know that's a lot so just keep in mind that every little part of virtual agent works very seamlessly together so kind of how we like to talk about getting started as I mentioned your service catalog and your knowledge articles are going to be your cream of the crop the best part of your virtual agent if you can refine that and get that really robust because that's where the virtual agent is going to get a lot of its value from from there we have our admin Center our admin Center is where um your admins can go to make sure that they're on the right path to getting virtual agent up and running and whatever the business outcome they're driving towards is um in addition to that we have the CI home page which is more specific to conversational interfaces so all the plugins you need to set up virtual agent AI search nlu any configurations you want to make for your design your brand um your all of that can be done within our CI home page as well and it's very easy very intuitive with um kind of some some bars and some progress information on how much your virtual agent is set up then we also have topic recommendations topic recommendations is when you can analyze all your historical issues requests whatever it might be and the model will then spit out you know this is the area where you've had most of your requests or incidents this is where you should focus on building conversations it's your low hanging fruit where you can bring a lot of value to your employees because they're constantly coming in from phone from email from wherever it might be and it'll break that down also based on language as well so you can make sure to really Target the areas you're looking for with the right kind of conversations it's it's where you want to get started with your virtual agent a lot of this too Jason will go through in our live demo so then you have VA designer and nlu workbench VA designers where you can go customize your conversations based on your organization's need and nlu workbench is where you can do a lot of your tuning of your models and then finally we have VA analytics and success dashboard now that you've done all of this work we want to see how your virtual agent is performing and frankly how all your servicenow products are performing in your environment so you can use analytics to see where your successes are where your gaps and opportunities might lie and where you want to then direct your roadmap to what you want to build next what you want to configure update Etc so that's a great area to kind of close that Loop um going and off I'm going to see if there's any questions in the Q a no I'm not seeing any um any in the chat Jason that we need to chat about first before I keep going I think we're good we can continue on okay great so I mentioned collaboration channels so for collaboration channels some key steps you'll need to take is ensuring that you have all the valid servicenow entitlements um there's conversational Integrations with Microsoft teams that require Glide virtual agent plugins and then as an admin you'll need to navigate to install all these relevant plugins and if needed make sure you always visit the servicenow service now store for the latest plugins and after installing you'll have to configure some of these conversational interfaces or Integrations like Microsoft teams but all of this can be done in our CI home page which makes it really quick easy and intuitive to get it all done kind of going off this for those of you that are our Microsoft teams users no matter where you are with servicenow today your organization can get more value and deliver better experiences for your employees from existing Investments with servicenow and Microsoft teams so no matter how your org deploys applications the integration is flexible and you can start with a brawl walk or run kind of methodology here if virtual agent is strong then consider integrating it with teams as an additional channel that will make employees access even easier so really just meeting your users where they are that way the work remains seamless and they're getting more value out of servicenow and specifically virtual agent as well and it is available for the two um different licensed itsm standard hrsd standard with virtual agent light agent to employee chat major Incident Management employee Center as well as itsm and hrsd Pro or Enterprise license where you get all of the above the full Suite of virtual agent and employee Center Pro um that you can you can take advantage of um so as I mentioned live agent so you can configure agent chat to enable live agents to chat with your customer with your users and manage various conversations and features we also have advanced work assignment which will intuitively route the incident the request to the correct agent with that right skill set so that's important to note as well we also have Dynamic translation so language detection and dynamic translation for languages that are not supported or do not have a nlu model already configured out of the box you can now leverage our language detection and dynamic translation to seamlessly translate user conversations and leveraging existing nlu models so you could be in conversation and it doesn't have to be the individual's primary language that they're speaking in if they switch over to Spanish the virtual agent will pick up on that and say hey I pretty much I've detected that you're speaking in Spanish would you like to switch this conversation in Spanish they can say yes or no and continue that conversation naturally as well alrighty um as I mentioned before itsm and some of the other products within servicenow hrcsm have already built some conversations out of the box itsm has about 75 plus um conversations and feature functionality with itsm that you can leverage out of the box so really a lot of the value is activating and using these out of the box conversations modifying them to fit your business requirements obviously but not starting from zero you can also start from some of these conversations that have already been built for you you can configure in a way that is not disrupted but also I towards the future of more conversational experiences with your employees okay topic at knowledge 23 we showed a preview of the first products that will be generally available with our Vancouver release for generative AI the first is the generative AI controller app which provides the intelligent connection layer to third-party large language models Services the first two that ship out of the box will be open Ai and Azure open AI the second part of this release will be the updated version of AI search that is now optimized for generative ai ai search assist is the first application that uses the generative AI controller to improve genius search results in Portal virtual agent and Global search um now that second part the AI search is under controlled release as well so it is not generally available if it is something when you start implementing virtual agent down the road it may be available just for all users most people here are just now getting ready to implement or thinking about implementing so this can be you know a little bit more on the horizon for you alrighty so I know I talked a lot so uh we have some questions if you can throw it in the chat um what are your desired business outcomes a lot of what we work on here within service now is deflecting incidents in cases increasing agent productivity and improving employee experience so those are the three areas in which we keep in mind when we're building conversations when we're building the next features and functionalities so we'd love to hear in the chat um which business outcome speaks to you the most additionally what would you like to learn more about when activating virtual agent that would help you achieve these desired business outcomes and lastly what are some challenges in achieving these outcomes that with virtual agent that we can potentially assist you with [Music] I also see two questions in the chat so I'm gonna wait a moment and let everyone throw their answers in the chat and we can look at those but there is a question how does it route to the right agent and particularly we are Global we need questions from ee in Europe to go to the EU team um specifically for a live agents so using advanced work assignment um your agents have skills assigned to them languages assigned to them and so those requests or incidents that come in using the short description things like that it can classify what skill is required for that incident or that request and then route it to the correct agent also based on availability as well I don't know Jason if you know can you route them based on location yeah there should be some opportunities to do that I don't actually see that question so I don't know if it's directly it's the question answer from this term we'll just yeah there should be um there should be running criteria that can be based on location as well um with with some of that routing for live agents amazing okay um so some questions in the chat um Andrea says hi Jason they are classified for internal use and employees how would I use now assist and virtual assistant in this in that case yeah um for this one um really like virtual agent is just serving um content based on what your users have access to so there's two flavors of it one you can either if you build you know a public topic that surfaces some of this content then everyone that can reach the virtual agent would be able to see that content if it's driving based off of say like a knowledge based article it will respect the permissions that users can see for that so in this case let's say for example um depending on where you deploy your virtual agent whoever the users are that can reach that um are going to probably in this case be your employees I would imagine and if they have access to the KB articles just using a basic search function those would be the same ones that surface for virtual agents so I'm not sure if the concern is for external users that would see it I think your control and gating mechanism there would just be where you actually deploy where virtual agent can be reached or interacted with by an end user some thanks Jason so looking at the chat a little bit further it seems like probably deflect incidents and cases and improve employee experience are the two areas in which people are most focused on for their desired business outcomes some challenges are justifying itsm Pro itself which I totally hear you and is something that we the part of the reason why we have like success dashboard and VA analytics as well is to really showcase the value of these products as well um if users are using chat and we do not have teams or virtual agent integrated then we are missing an opportunity to provide communication exactly so that integration those collaboration channels are really key to see a lot of the value of virtual agent um so I think we have one more question in the Q a are there any out of the box metrics for virtual agent to Showcase employee experience Improvement um Jason do you want to just talk about that when we do the demo any of the metrics we have for BA analytics yeah yeah I think um said good uh good opportunity circus we do have a I think Isabella touched up a little bit on it but there is a virtual agent analytics dashboard that does show some of the key metrics um and those are pretty standard across the board on what what you have and then we also have another success dashboard that's a little bit more ietsm specific but both offer insights on how the Bots are performing and what you're getting out of it yeah alrighty stop sharing and hand over to Jason for our demo yeah and maybe just one last note I see Andres had sent something else in this case I think um just to make sure we're not conflating two different things the virtual agent out of the box today isn't necessarily sending any data out to open AI unless you're using some of the controller capabilities where you're augmenting the capabilities so all of that can be technically controlled so right now the data in in terms of virtual agent how it's deployed wouldn't necessarily send data out to open AI if that's the consideration you have here Andres or concern rather okay I will just uh to my screen here so um conversational interfaces you know a good starting point when you are looking at um deploying virtual agent this is the home page and from here there was some basic statistics that you can see um my instances and have a ton of activity but you can kind of just lean from this it'll show you a snapshot of how your bot's performing basic information like users conversations specific issues there's a little bit of a drop down that shows you the the days that are um that you can see but if you want to drill down into more detail you can go into the VA analytics tab I'll show this a little bit more toward the end but what I want to just kind of highlight here is this is a good starting point it's the home page for the conversational interfaces and this will continue to iterate on each release but there's various call to action tiles that go through and show and surface what you should potentially do next we've got this nice bot accelerator in the latest release that kind of goes through sort of the main stages of build launch boost and tune and so going through these these kind of give you a little bit more of a prescriptive guidance on what are the things that you should kind of look at next in terms of for your conversational interfaces or virtual agent deployment to get the most out of it um I like to kind of look at you know if you're if you're new to Virtual agent and you haven't really looked at or analyzed your current incident load to understand where your hot spots one good place to start is um the recommended topics there is a topic recommendation tool that does do an analysis based on your incident or potentially other areas that you're deploying so if you're looking at HR you can also look at cases but in the purposes of of this deployment I'll just go over to topic recommendations and you can reach that a few different ways either from the home page looking at you know the essentials tab to to start get started here or you can go into it into the left nav on your instances once you have the virtual agent Suite installed so topic recommendation here will um I've already ran the analysis but it's right now it's triggered on some of the sources where I'm looking at incidents interactions requests and some of the fallback utterances that have already happened on the system you can tune these to more specific areas like maybe you have specific incidents that you want to exclude maybe there's a lot of machine generated incidents depending on how your servicenow environment is configured you can exclude those and based on you know looking at the advanced settings you can kind of change and tune that but for the purposes of this I've set it up just to look at these four and out of those um it's kind of uh grouped together 17 and and 28 of requests that could potentially be mapped to topics so in this case if we just kind of look at these are kind of areas that I've already kind of looked at so it's reset passwords or potentially change passwords these are also looking at other areas that today they have clustered the incidents but not necessarily there is an out of the box topic that matches to it so you can still kind of go in here and um add specific um intents and intense is really sort of you know what is the intention of the user and what is it that they're trying to get and if there's an automation or knowledge based article or potentially a catalog item that could surface to them and kind of complete what they're looking for so um this sort of kind of offers a little bit of a heat map on what it's found um some of this is maybe irrelevant to your instances but just in terms of My Demo instance I've got a few different areas maybe there's like a finance thing what I can do is select any number of these items and what it'll do is it'll create a stubbed out Topic in Virtual agent designer and from there use it you as a admin or platform owner can go and build out the topic and so the difference here just to kind of go back and reiterate these are going to be out of the box topics that either exist or maybe you've built topics that kind of map to and so these will be using probably templates that we have already and we'll make a copy of it so um what I'll do is let me add one of these here and then what it'll do is it'll take me to the designer so you'll see this button that kind of comes up here but this is a really good starting point because you don't necessarily have to you know activate virtual agent or anything to to kind of get this started you can open this run an analysis on your instance kind of get an idea where you have some some major clusters of incidents and start planning what your virtual agent would look like so if I go here add to VA I've got different models that I can select um to add to and what this is doing is the models are the natural language understanding models that are used to understand the intention of the users so in this case I've got a few different models set up so I'll just add this for now to my test model and it'll then create this into the designer app and so I'll let that kind of ADD but let me jump over to you know looking at the topics and the the designer experience just so you kind of have a little bit of a look and feel for it so um if I go here let's see Jason we have a few questions that I thought maybe we could answer sure um so somebody asked can HR have their own conversational interfaces separate from ite yeah there's uh there's some um so the Bots can all be configured uh separately on different pages so you could have the same virtual agent exist on different pages and what you can do is you can Surface specific topics and that's probably a good segue to the designer experience but from there you can kind of segregate topics based on you know what personas are are going to it and also what pages are being surfaced to look at that any other questions um IMS seems not part of interaction any reason um I'm sure if maybe they can elaborate in the chat on that question yeah maybe more elaboration there would be helpful and then the last one is can you configure essentially um can you configure a virtual agent to be on your teams and not on Portal and then if so would you recommend um and uh for internal users that are actually I'll answer this question offline okay sure so you can so after that Edition you can see that it added it and I could go to designer from here or you can look at this main Tab and go into the designer and this is you know a drag and drop experience um there's different tiles that you can kind of add to it but let's look at sort of the recommendations that were just added so um I've got a few that I've already set up before but some of these were ones that we just selected and added and for the ones that don't have topics you'll notice that it has this topic flow needed so you'll want to go in and kind of configure it what this has done so far is just really created a placeholder and then but what it's what it's actually populated is the nou intent as part of that and it's taken the utterances that it's found from your incident records and and started and gave you kind of a starting point to identify that so that's kind of what that whole topic recommendations initially starts with and you can kind of build these topics as needed but to the earlier question there's there's a properties tab here where you can kind of Define what channel is something specifically shows up in is there any specific context and so that's how you can split off specific like HR topics or I.T topics depending on where someone enters okay any other questions before I go no I think we're good okay yeah so this is uh this is a designer experience um we have some categories of out of the box topics as Bella had mentioned before so you'll see um there are some its um specific topics I've got some workplace ones that are installed as well as part of this but um you can kind of deselect the categories and see the full list of topics um and what usually you'll look at is let's see if there's a good example we've got some actionable notification topics which can do some basic actions but just to kind of show you the look and feel of a topic we've got you know quite a bit of different components that can be leveraged here that are pretty comprehensive in terms of being able to interact with the platform there's things that are looking for user inputs there's some bot responses that the bot can respond with and then on specific utilities to maybe even look up or or um trigger any sort of flow designer actions if you guys are using our integration Hub Suite of products but you'll just kind of see essentially like you know here's the topic flow this is a little bit pretty straightforward um in terms of just being able to add comment to an incident it looks through incidents for the user and then it'll look up some of those pieces so that's sort of the designer I think probably just spent a little bit of time looking at the end user experience before I jump back into the admin experience so that everyone here has kind of a look and feel so I know there's some conversations around uh Isabel as you have just previously mentioned like where to deploy the virtual agent this is on the portal um it's it can be defined really whether you want to deploy this on a on a service portal if you're using Employee Service Center you can deploy it there you can also exclude the web channels right it doesn't doesn't preclude you to necessarily say you have to actually put these on the web they could just be interacted only through teams so or any other channel maybe you're using slack and you want to only deploy it on slack so all of those can be really controlled based on you know what channels you want to configure and you can do that from the admin experience but I thought maybe if folks haven't really seen the end user experience you can sort of see here's here here it's surfaced I've got some promoted topics that I can show that you know maybe there's common ones that people have issues with maybe they're trying to reset something or they have some VPN issues you can Surface those topics at the top this isn't a requirement otherwise typically you'll see some sort of show me everything so they can kind of look through a laundry list of topics that are available or they can type in you know some sort of request you know maybe I say I'm I'm having I'm having some email issues and Ill surface probably any relevant email topics and so kind of going back to what we talked about so here it's triggered the email issues um let's say these aren't really specific ones that I um that are relevant to what my issues are I could maybe say something like a different issue um problems with my Outlook something or something right we can kind of look at this and it'll give an opportunity where it can then search the knowledge base so this is sort of where if you're starting the journey with virtual agent it's good to have a good knowledge based article curated it's good to have a decent catalog because if the topics and typically you won't you know initially when you're starting have a huge long list of topics already built um and kind of getting started so it helps to have some sort of fallback experience so users don't get very frustrated in terms of what they're looking for so hopefully if the content is available out there there's an opportunity to the for the virtual agent to not only see if there's a topic that matches and if not then look into knowledge-based articles or catalog items that could potentially help so it gives kind of two two or three shots of opportunity for the virtual agent to help before potentially transferring to a live agent so I could say you know I can maybe look at one of these articles and then say that uh that's helped me Resolve my issue I'm sorry I was going to say somebody a question that's relevant to this um says somebody asks or mentioned that people don't often see in the bottom right corner and they're wondering if it could be moved up or a pop-up can show when their user lands on the page any way to make it more visible yeah that's a great question um probably in terms of the visual look and feel these can all be customized this is just a default we do have some proactive triggers that have been introduced in the last couple of releases that can enhance that experience so it would pop up and say hey I can help you here it can Surface here that's a good segue also into proactive notifications um so you know a lot of times we're thinking about virtual agent in a portal or even in teams as more of a reactive like an end user has to go out and look for that right to to know that that's an engagement Channel that's available to them one of the big big benefits of virtual Asian is the proactive experience so let's say there's you know incident that's been opened or maybe there's some announcement or maybe there's a call to action to say Hey you know you're you're overdue on some maybe goal setting or something from HR and we need these documents the virtual agent can build based on triggers send a notification to them through the channel choice so you know if you're using teams it could send a notification on teams to let you know hey there's um there's something that needs your attention so then that becomes you know a proactive reach out which oftentimes then you'll get a little bit more value from virtual agents so it's good to think about the proactive and reactive experiences you know not just like typically what you think of like I know I'm going to go to this page to talk to a bot and kind of get started so okay um let me kind of just jump back over to the to the admin experience there's a ton of stuff we could talk about we could probably spend hours on this or full day workshop on it but you know there's um there's some uh there was some discussion around like adding a portal um adding it to specific channels so this is kind of where you can configure and specify where um the actual chats actually are set up so this shows some of the live agent q q mechanisms um this is adding the bot to that specific portal page so if you were doing it for a service portal you would do it here if it's for ESC there's a similar entry that you can also set up here but this is also where you can you know deactivate these so that they don't surface on those specific channels if you didn't want um I will uh I'll talk a little bit about conversational metrics and then from there I'll wrap up and just uh open it up for any other questions that people have so you know if we're looking at specific analytics usage let me just jump to one of the uh one of the let's see where I have it okay so VA Analytics um you'll see the the kind of the information let me see if I've got a instance with a little bit more data give me one second here and so as um as this page is loading you'll see that um there is some different overviews so right now this one um on my instance or it wasn't a ton of activity but based on the deflection configurations you have so we've got some itsm default ones that show up and based on those um how they're captured on the topics they'll show you you know what's what's happened in the previous days you'll see things around active users I'm still loading my other instance so give me one second let me see if I can get get it loaded okay all right looks like I'm having some issues with my other instance but anyways I will just show so so this one it'll kind of give you a look and feel in terms of the number of active users um topic flows that have been completed and then the channels so if you had different channels you could see a snapshot of where people are engaging with a virtual agent and there's several different um different uh metrics here that you can look at based on Trill down you can look at specific conversations you can look at a little bit of the flow based on the date you can see you know what that conversation dialogue looked like and then also what was the completed state or end state but there's a pretty comprehensive set of metrics here that allow you to kind of really understand what is happening with the bot and how you could potentially make improvements on what topics are resonating with folks like which ones are being hit and uh you know if you had sort of good well right now this I don't have too many topics here so they're just showing both but you can kind of see if you had what content then you would have a little bit of a snapshot on which topics are not performing well because they're not either being completed by end users or there's um the they're not actually resolving in users query so then that's a good opportunity to to look at and evaluate those topics and see how you could potentially improve them to to give a better experience and then so there's some other few areas like predictions you know understanding what the user is saying and how to how to improve that prediction so that they get to the correct topics there's opportunities to kind of look at you know where people got to the right thing and where there's potentially incorrect predictions so yeah I won't go over the rest of these but suffice to say there's a pretty comprehensive set of metrics and information that are tracked by the bot that can help you understand the performance and improve the performance of your virtual agent in terms and lastly we do have a success dashboard that um that is a little bit more its own focused but it will aggregate some of the information from your incidents as well as from virtual agent and you can kind of see that it's just one subset of kind of the pieces you'll see but you'll be able to kind of look at the breakdown of um like for example in this case I've got 21 self-solved um rates and this will kind of pull in and you can kind of drill out and look at details and these will be a little bit more tight specifically to your um your business objectives that you've defined within the itsm space so here I um I've got kind of a breakdown of itsm issues that were solved by a virtual agent and then you can kind of see the number um based on that and from that you can also look at self-solve that was potentially driven through knowledge-based articles and then if there are specific automations so this is kind of where that information from virtual agent can then surface and show as a snapshot and how it's performing against other areas and potentially where you can improve and find opportunities for additional deflection okay um that's all I had to show I'll open it up to see if there's any questions feel free to type it in the chat and as well is there any questions that there there are some questions in the Q a function if you don't mind getting to them and I can wrap up um a little bit longer so you might want to like actually read them and digest them rather than me trying to read them out loud okay sounds good all right so I'm going to take over she screen sharing um we have one final poll question so um after this session um are you more likely to implement virtual agent for your organization um yes you're accelerating your plans or starting plans still no plans yet um or other just kind of general idea to see the impact of understanding virtual agent at this high level a little bit better so if we can start that poll let's see having a little trouble on my end oh there we go it just was on my other monitor never mind alrighty so just a few um or moments still mostly just starting start plans which is great we love to see that everyone is um that's participating is still ready if you do not have if it's not really changed your plans yet that's totally okay we understand we're not expecting just one hour always to make that um much of an impact but hopefully over time after you've sat with this information it will help you with your plans to implement virtual agent get started with it so I'm going to end that poll we don't need to share the results but as I mentioned there most people 59 said yes start plan so that's great um so moving forward just a few more um things to note here so we do have virtual agent expert services available we have three packages for this um ramp me up which is where you get a quick roll out of about 16 pre-built conversations for your organization and then we have the now intelligence implementation service which is enable me so about 15 conversations activated and you are enabled to continue on your virtual agent journey and lastly the do it for me which is our virtual agent optimize this is really where we have a team of experts come in delivering quarterly projects releases enhancing your virtual agent enabling you and optimizing your existing conversations as well um so those are the three services that we offer we also have jumpstart your virtual agent so really the focus area here is cloning your instance activating and configuring virtual agent based upon your data where you can preview what look what it looks like from a virtual Asia perspective in your own environment and then you can we can share best practices and learnings from other customers to accelerate your adopt to accelerate adoption and then provide documentation and implementation guides to help you configure and find fine-tuned virtual agent going forward we also have two near virtual agents so solving requests quickly increasing Workforce productivity through machine learning and driving towards continual service improvement um so really helping you tune your virtual agent to drive towards these business outcomes at your seat seeking so for any of these services please reach out to your account team as well they can help figure out what's best for you talk to the right people and get you connected so lastly some of our Pro tips so upgrade we have upgrade Essentials training as well we have that should say Utah sorry upgrading to your Utah release upgrade kit a step-by-step guidance on now create as well as release and upgrades posts blog posts things like that on our community page and then leveraging our in tool platform or sorry in platform tools to manage your upgrades um lastly always measuring success this is something we we discussed a little bit earlier but um you can use this success dashboard to really see the performance and progress of your um all your itsm products and other platform products as well performance analytics you can use that for um individual uh virtual agent understanding of the performance measuring success predictive intelligence you could see predictive Precision um as for pi indicators as well and then again as I mentioned conversational analytics dashboard to really see the performance of virtual agent um I know I'm running through this all a little bit fast we can also drop in some resources for you all to ensure your success into the chat and then I think that's all just in the nick of time we have five minutes left um if there's any other questions that we need to answer Jason just let me know if not um thanks everyone uh we'll just stay on to answer the last few questions and then we will again thank you everyone for joining hopefully this session was helpful and feel free to join us on our June 22nd Workshop it's a lot more Hands-On we'll work through an instance together um and yeah it'll be great thanks everyone