all right let's get started soon first off thank you everyone for joining our live conversational interfaces Academy um as always check out our virtual agent nlu Community Forum there you can find the latest content including some of the stuff we're going to talk about today as well as uh you know the ability of the place to ask questions give answers thank you everyone welcome from all around the world thank you for joining I know you know time zone you may be very early for you or very late um but uh thank you all for for attending as I was saying visit our community Forum we've got virtual agent and a Yukon content there we've got agent chat AWA and sidebar content there as well um if you're watching from YouTube and you like what you're seeing go ahead and click that like subscribe button that way every time we upload a video you'll get notified um and then uh as with all our academies it is recorded and this recording will be uploaded to YouTube within the week thank you some housekeeping items um so hey Vancouver is coming soon it is around the corner it will be released September 20th and Vancouver release is available in pdis today if you go to developer.servicesnow.com it is available so go ahead and check that out uh one other uh housekeeping item is that there's no Academy on September 5th which is the day after holiday or take a breather there so no Academy on the 5th okay um so uh it's you if you used every two weeks yes it is every two weeks every two Tuesdays but into Tuesdays it's the day after Labor Day so no Academy go ahead and just take a breather enjoy time you know with friends family and friends or you know catch up on that work that's uh you know that that that's always there So today we're going to talk about issue Auto resolution or iar and we're going to talk specifically about how to add custom intents to issue resolution now before I start I have a quick Poll for you and I'm going to launch this poll now and essentially it asks are you using uh iar and um you know you have yes not yet but will be or what is iar okay I'm gonna stop the poll because I think I have a pretty good sense of where this is going to be and I'll sure go ahead and share the results and um I think I ought to send flowers or a cake to the one person who said yes and then uh not yet but will be which is great and I'm gonna talk more about IR today and why it's so awesome and then for those of you who were asking what is iar heck even better a good chance for you to learn what is uh issue Auto resolution so let's jump right into that so what is issue Auto resolution resolution is a feature uh for it and for HR that provides a proactive virtual agent conversation to resolve tasks that have been submitted so if you imagine the flow if I submit an incident and there's a virtual agent topic that supports that incident then um virtual agent will tap on my shoulder send me a proactive notification saying hey I noticed you you log in instant can I I can help you with this would you like me to help right and if if the users clicks yes help me now and it actually runs that virtual agent topic if it says no wait for human then it'll go back to the queue and for someone to get picked up right what else can it do it can use AI search as fallback so if I submit an incident that virtual agent can handle but I you know but it's it's something I want to send people to search automatically it'll say something like hey it would like me to help you and the person says yes it'll actually send send them search results and again like I'm going to move down the bullet points there it can route instance to human agents if you want and you can track this all with Analytics okay so it's a very powerful proactive tool all in the name of deflection it's in the name of deflecting incidents and resolving them so that they don't go into the queues they don't hit slas they don't get you know involved they don't involve human human intervention it's all automatic proactive okay as you can see here it works on teams works on slack and this notifications yes they don't always show up on Portal but they almost always show up on teams and slack because they're always on right for users so again in combination with teams of slack very powerful if you have questions by the way go ahead and put type put them in the Q a not in chat because I that gets kind of long sometimes in Q a and at the end or at the at certain pause points I'll take a look at the Q a all right so what so what types of problems are supported with virtual agent issue Auto resolution well we have 13 and 10 supported including printer issues VPN connectivity hardware issues not listed as I'm pretty sure software issues is also included so any incidents um you know submitted about those intents and topics are will get that shoulder tap but what if we want to add more than those 13 right 13 still you know 80 20 rule right I'm sure those 13 cover 80 of the topics right but what about the long tail what if we want to add more can we well today I'm about to show you yes we can foreign so I'm going to jump right into the demo here this demo follows a not a community article that I wrote out last week and I'm going to put that Community article I'm going to use chat actually now I'm going to put that article in the chat so that all of you can follow along okay and this is available in the Utah release so uh if you're in San Diego or Tokyo release you have those 13 intents if you're on Utah you can now add more Etc in the Vancouver release which is coming up Safe Harbor we're going to have an iar tuning platform for you a tuning console for you if you will okay so you know we're request we're continuing to innovate on on iar if you search on um YouTube you'll find other issue out of resolution content that I've created in the past for virtual agents so just type in you know servicenowcademy iar or issue Auto resolution and you'll find those okay so okay I'll stop sharing the poll I believe that was still up for some reason and uh okay so the thing about the demo is that foreign for you to do this or for you to replicate you will um need to file a now support case because I am going to be changing a property that is main maintenance only okay so um if you want to do what I do if you think this is cool um you'll need to follow now support case if you just want to stick to those 13 and those 13 are documented in their product docs then you don't need to now support case you can just you don't have to do any of this right so this is just for adding custom intents all right so let's go ahead and get started I'm going to switch screens a bit here just one second uh stop that share I'm gonna first switch change that system properly I'll show you what it looks like you won't be able to do this I'm going to show you this anyway so that you know in that now support kitchen can be very specific it's like hey do this because I want to do XYZ right so there is a property called I'm not going to type the whole thing out you probably already see some of it glide.nlu dot model dot purpose dot iir dot enable thank you there it is you click into that you change it to true all right that's going to enable custom intents for uh for I for I for iar okay you may occasionally us here may refer to uh this as uh itsm iar and it's because there are there are different um pieces uh there are different um methods for IR for it and iar for HR so you may hear me say IR for it occasionally or itsmiar okay so if this system property basically does it allows um it opens up the nou field to be available on the IR configuration page and I'm going to show that show you that in a moment okay so now that we have our uh you know now that we're ready we can now create a custom intent and to do that we need a new nou model so let's go build an nlu model so I'm going to click on all and by the way in terms of requirements um you will need of a a pro or Enterprise SKU because this involves virtualization this involves nlu right um and you need to be on I hope you're all on San Diego or later because yeah you'll need at least that okay so let's go to nlu and let's go to models and when I say create a new nlu model it's very easy okay so I'm going to start from blank I'm going to uh give it a name you know I are custom intense description is optional I'm going to put it in English and it's going to ask me here what are you creating this for when I drop this down I want to select iar okay and then this is optional too you know I can I can give it it doesn't matter oh it can be all mostly select that's cool but yeah so once you once you do that you click next I'm not going to create this uh I'm gonna you know you you click next but now I'm going to show you one that I've already created just to speed things along and and not uh drag out too much here and you can see I created a custom uh a model for iir custom intents okay now a model requires at least two intents okay that's gonna that requirement goes away in the future again Safe Harbor but for now two intense and uh let me show you what I built here so I've built two intense uh one is meeting room issues and this is an existing itsm intent and did I have to build this from scratch no I didn't all I need to do is Click import intents let it load and I can import and intent from any other model this is the itsm nou model and I could check as many intents I want to import and click import there are probably other models here uh yeah virtual machine management password reset but this itsm line with 38 intents probably where you want to import from so I can do all that but the goal is custom intents right so I created a custom intent or a new intent just by clicking new intent called book study room because I know that does not exist in the in any other model right and when I did that and then I just typed in some random utterances uh you need at least more than five I created eight here in our Reserve study room for me I want a quiet room I just came up with eight random utterances okay once you do that you click train very easy to train an LED model you just click that button print incomplete I can try so if I can say you know I want to book a study room this intent should be one of the top ones if not the top one uh there it is 100 good job I'll even give them a thumbs up right okay so now that's trained I'll go back to my model I used to I used to the um the breadcrumbs up here and let's go ahead and publish it view face tattoo publisher model uh no test results around although of course you always want to uh run uh run a test result if you want to and then publish model and publish great so now that we've published nlu model we need to create a virtual agent topic to bind to the uh the model and the intent that we just created okay so let's go ahead and go to Richland designer so I'm going to go to Virtual agent oops agent I'm going to go to the designer I favorited this foreign and I'll show you the topic I built uh let's go book a study or study of some of our study room there we go so I created this topic and it's a very simple topic it was just gonna say let's book a study room you know add an emoji and that's it now when I said bind this to uh to the intent I don't I don't do it here normally you do but for iar for custom intense you don't have to do it here I'm going to do it somewhere else I'm going to show you where okay so we we uh we created the topic don't forget to publish the topic save and publish so you can see this is active so I've published this already and now let's jump into the IR configuration so um I have it open here but I'm going to show you how I got to here so let me just close that let me go to all and there are two places you can access this from you can access this from the conversational interfaces home page okay or you can just type in if you start typing in issue Auto resolution there it is settings simulation we want settings click on that and you can see there's a one there's a record already available for you which is called incident because it's IR is looking off the incident table so in the past you might have heard this feature called incident Auto resolution but then we realized well you know it could be in the future more than incidents right so uh we call it issue Auto resolution but the main use case is incident um and a lot of this is already built for you you don't have to touch this and if you uh if you want to use iar without custom intents you can do it today and you can pretty much not touch anything the only things you probably have to touch is of course make the active equal to true okay task configuration we're going to assign it to Virtual agent the channel you know if you're we're going to pick this up we're going to pick up an incident if the channel is either email or self-service and if the requester's color that's kind of you know speaks for itself right um machine learning models so the machine learning model is you it's there's a there's a there's an ml model that's powering iar right how does IR know about this incident to pick it up and to you know recommend you a topic the the datum is being trained on this data set active is anything is so you know we're including act you know active or inactive incidents in the past created in the last 12 months and of course we won incidents have been resolved or closed because we don't want to train them you know open or new incidents right uh trading language is English and this is where we add our custom nou model called This is that field I told you about that opens up when now support changes that system property for you okay so to add my nlu model I click on the magnifying glass now in Utah there's a little bit of a bug here or a hubbub it shows your sysid not a very elegant no you name but I promise you this is the nlu model remember when we selected the drop down to say this is an iar nou model that's what makes it shows up here I can I see there's only one available and narrows it down a bit I select it and this is it how do I know that this you know gobbledygook is my nlu model if I highlight it and click on the I icon it actually gives me a yes this is your you know iar custom intense uh model blast published today right so I know this is it despite the names so apologies there on behalf of of you know the product team but we're going to get that fixed uh in Vancouver uh what else to show you remember when I told you that iar could also oops let me turn off my notifications here remember when I told you that iar can Surface AI search you set that up here okay now you do need to select all of search of all these so take a screenshot of this or just pause the video here this is also available in docs but I'm just but you know it's here to show you you check this and then for eBay vam you select virtual agent search application service portal AI search display topic you don't select the fallback topic we actually have a topic for you called iar Dash AI search and search results uh portal service portal that's the setting that's it okay um and then notification preferences yes this is important too uh this should be true by default but if it isn't just you know check it but certainly like how do you want the user to be notified by uh by iar we're going to use Virtual agent in this case but email is a notification Channel SMS is a possible notification Channel too okay so IR is pretty powerful in that regards so now so that's that's all fine and good it's a mix of both in included of uh configuration and some key conversion you may need yourself and at this point if this is all you wanted uh with that custom intents then IR is ready okay and you just you just grab and go uh but let's add that custom intent so we you know we added that ml model and at this point you may want to click train now I'm not going to click train here I've already trained it but training does a couple minutes so if you don't have so you may need to click that uh but once you once you do that you go down here to intent to topic map and these are all the auto resolution intents that are available so if I were to submit incidents about printer issues or that one's false about meeting room issues or about a reset password virtual agent was tapping on the shoulder right if I want to enable them all to true I can do all that right I just click on I'll do that now click on the I icon open that record active true right I have the configuration for iar is just turning things to True uh I feel like right but let's say we want to create a new one so you can see I've created one but I'm going to show you how I did this you can see I did bookstate room already but you click new here okay and this is where I bind intent to topic so you'll because I uh trained and published the nou model uh with type equals iar and because I've trained that the iar record with that buttoned up on the top right there I showed you earlier you should see these are all the 13 I mentioned right earlier in the slides but you also see under machine generated you'll see the two intense meeting room issues which is kind of a is it uh oh yes not even yeah it's not even one of the 13 but it's one of the out of box intents that I can add as a custom iar intent and of course my super custom one which I know IIT doesn't cover book study room you can see that's there so I select that and then what should be what should my match topic be I click on the magnifying glass hopefully you'll see my magnifying glass oh if you're not then let me uh polish let me let me uh share a whole screen here uh uh desktop two uh click on magnifying glass you see that right yes you do and then these are all my virtual published virtual Asian topics and you can see book State room is there I select that and I click submit okay so that's how I created This Record here oops there we go book study room okay so once I do that you click update you click train and again it'll take a couple minutes right depending on how many how much data you have and you know and and then once it's done it'll it'll pop up it'll pop up a message for you saying it's done and and there's actually a progress bar here that every time you refresh this page you'll go from 0 to 50 to 80 to you know to 100 basically okay all right so that's it all right uh so now let's go ahead and test this out so let's say I've got an incident here this is how this is a let me start from the beginning here let me go to incident uh Mark asked is there a retrain frequency is there did yeah uh there is no standard you can do it as often as you want I would say though probably you know once every couple months would not be a bad idea especially when new flavors of uh incidents start cropping up that you want to account for in iar so you can always manually retrain but manual is boring entire Sim so if you want to set a retrain frequency excuse me you can do so good question so um you can see I've done it already in the past but we're going to do it again let's click on new incident and let's set up uh let's open up Service uh let's open a virtual agent here just make sure that it can take an a notification so that uh so important note first off make sure that notifications are enabled in Virtual agent and make sure notifications are enabled on profile I don't know if this profile has it but the platform profile does so make sure just in all then notifications it enabled for your users that's like one of the number one the top three issues like IR doesn't work well is is notifications enabled right uh so let's go ahead and I'm going to start a random topic but the important part is I end the conversation I'm at an end State here uh I'll click no for now okay and we may get more notifications but we'll try to find the one that we want right so this is an I'm at an end State when you're a Microsoft teams or slack you're probably going to be at this state already it's just that web client I need to actually actively be in this end State okay so uh that's ready so now I go to here I'm a caller short description I'm gonna book a study room I want to book a study rooms for me okay now where is uh oh I'm trying to find that remember I selected a self uh channel to be self-service service or email I'm not seeing that here so maybe I need to uh create new from here instead let's do that here we go yeah okay color is nope not my address caller is me where's me uh I want to book a study room for me and channel is self-service and I'm going to submit this okay this is the one I just submitted and you'll notice very quickly this got assigned to Virtual agent okay and if I were to open up this incident and let me see if I can do a split screen here I'm going to get a notification here soon so let me just uh oops I don't want to show you my email how do I do it well it looks like it's coming hey notifications arrived you can continue blah blah blah so this is this is a a state change because it changed from uh new to in progress which is great uh so I'm going to skip that one that's not the notification I want okay it's gonna I'm gonna need to type show notifications to get the one that I want so show notifications so here's the one I want yeah some of this is here this is regarding your you're going to get a notification this is regarding your recent request I found something that can help you right away which is some help now yes you know let's view that notification and this is my request so I can either Say yes help me now or no wait for a human but hey I want service now and I click click yes tell me now and it's going to run the virtualization topic let's book a study room there you go anything else you need to relate to this issue this ticket I could either say keep it open or no close it I'll close it because this topic helped me this virtualization topic got me out and done and going back to here you can see the state is closed resolved that's it not a single human was involved That's The Power of I are up there comes a another notification saying as a result okay let's try something we don't have time but if I were to click if I were to uh do I have history here no I don't um we don't have time because I do want to answer questions but if I were to submit an issue that I know could be helped but that is helped by AI search like Hey how do I deal with Spam or you know whatever your KB article or laptop of you know uh queries incident created you can always run AI search it'll it'll say hey I think Asos can help you looks like help yes and I'll show AI search results so you should try that out too on your own okay uh so yeah that's iar definitely try it out if you don't need custom intents then configuration is pretty straightforward again some active flag set to True uh of course you need your one of your need to enable so some of your some of those uh intents I showed you um publish those topics and and train the IR model and um you know it should pick up incidents that are probably very common for your organization uh in the time remaining I'll go over some questions here uh from Adam will the support case to modify the property required after Vancouver as well see that's the thing I'm not sure it will it might be available to customers in Vancouver so yeah Safe Harbor is a maybe certainly in Utah you will need now support and then what is the importance of retrain frequency I think I mentioned in the other uh other question on retrain frequency you know the flavor of your incidents will change over time right uh whether you know new things pop up or whether as employers are on board they see new things so it's probably important to train your retrain your iar every couple months uh at least once a year so that new incidents can be taken into account for the machine learning model that this uses uh Jacques asks just to be clear the assignment to Virtual agent was only because of the iir config AWA played no role in this right that is correct AWA did not play a role it's got assigned to Virtual agent because of that iar configuration earlier I think I don't have it yeah I do have it open anymore because I because of this okay and connections are successful you definitely want that and last question reading through the documentation there's no there's there's on plug I'm going to assume that means no plugin I do not see it comes with the first two listed I was supposed to see this plug-in CS Auto resolution so you don't need to install any plugins for iar that plug-in that you noted down there should already be installed automatically when you install the virtual agent plugin if it isn't yes you may have then yes you may need to install it manually although I never had to personally at least not as far as I can remember okay so the plugins you do need at least is the virtual agent plugin and the out of box itsm nlu and virtual agent conversation plugin those two okay and then Adam asks if IR fails what is the assigned to Value after the virtual agent topic runs um uh let's see I'm trying to parse this question here uh oh if I if if IR doesn't pick up you know your incident it just remains unassigned until an agent picks it up so it's it's it's it's an and it's it's an all or nothing approach as far as I've seen before cool I think I've addressed all the questions and I'm sorry for going over time but yeah again it's a great feature hope you'll take a look at it hope you'll take a look at iar um and then once you get the hang of ir then you can just uh you know start adding custom intents right uh and uh it's again a great tool for for deflection