[Music] thank you [Music] foreign [Music] hello everyone good morning or good evening wherever you are in the world welcome to Creator toolbox it's a show brought to you by us the servicenow developer program and our guests where we like to demo new service Now features for every developer's toolbox uh anything that you might be doing in service now hopefully we can bring some value to you and show you some of the new cool things that we have to offer you inside each new release uh it's speaking of new release in the top right corner above Victor's shoulder you'll see a little logo that says Vancouver release that's how you know that we're in the Vancouver release and we're in the midst of doing a bunch of different things with a bunch of different shows and blog articles and podcasts and if you need if you want to ever see what we're up to go ahead and go to devlink.sn Vancouver and you'll be able to see all the different things that we have done already and have all the things that we have planned for the future be sure to check that out before we jump into our content for today we'll do some introductions hi again My Name is Earl Duque I am a developer advocate here at servicenow I've been with the company for about two years now and before that I was in the higher ed space doing service now development for several different locations before joining servicenow um that's me and I'll pass over to Victor hello I'm Victor um I'm an outbound product manager for the virtual agent excited to be here I'd like to thank Earl and and Lauren for inviting me and uh yeah can't wait to talk about what's coming up soon and hey y'all my name is Laurie McManaman I am on the developer advocacy team as well I just had my six year anniversary with servicenow and prior to that I was also a servicenow developer so very excited to be here and see all the cool stuff that we'll be showing today yeah and so uh now we're gonna go ahead and jump straight into the content uh I asked Victor to present uh any and whatever he wanted to present about what's new in Vancouver for a virtual agent and so I'll go ahead and give the reins over to Victor and if you have any questions or if you have any comments or just general excitement jump to jump into the chat uh we keep an eye on it all of us and if anything is pertinent to viewers that might be watching this afterwards we'll make sure to ask you on screen and make sure um we try to answer any questions that you might have all right Victor what do you have for us well we have the Vancouver release for you and particularly what's new in Virtual agent so I'm gonna let's see here I'm going to switch my monitors because although this side is my is my is my good side I want to be looking at you know this way for the whole time so let me just quickly do a switch through of the uh screen presentation here yeah Chuck and I always joke about that we always put our share screen on this way so that when we're in Street when we're doing our live streams it looks like we're looking at the content as we talked about it yeah yeah I get all mixed up because mine's mirrored like for me it looks normal I have to remember for y'all it's flipped so I'm always like looking the wrong direction yeah yeah exactly so first off hi all um in the comments would love to know um you know whether or not you're currently using virtual agent or not um if all of you are virtual agent experts I'm gonna jump straight to the deep end and show you all the cool stuff uh if not I can start from the beginning and kind of take a little slow um in any case uh virtual agent for those of you who don't know we actually have a chat bot built into the now platform that's native to the now platform and is there to assist you with q a with self-service and deflection so when you or your end users have have questions or they want to log an incident or something then rather than trying to go to an agent all the time or trying to log a ticket all the time you can use the virtual agent and that just decreases the amount of manual work and just work in general that you're all I have to do right so the first step always in order to set up this chat bot is to go to our conversational interfaces home page so we'll go there first now I've got it favorited and personally you should probably favorite it too that's just my opinion um so you know you don't need to be a data scientist or an engineer to build the virtual agent you're not gonna you're barely gonna see any scripting today you might see like one line of script which is more like a variable declaration than anything but other than that the virtual agent is low code and what you're going to see is we're going to provide a lot of out of box um uh content for you so again you don't have to build the virtual agent you can you know just go up and at it right so this is a conversational interfaces home page now for those of you coming from Utah you're going to see it's got a bit of a UI refresh right so um you know when if you haven't installed anything the first thing I'll tell you hey is you'll have buttons to install the virtual agent plug-in and the and all these other plugins but once you do all that you'll get you'll see this right you got the uh conversational analytics dashboard up here and then you have recommended actions like I'll tell you what to do and as you do them um like you know you can brand the bot you can create the greetings Etc it all gets pushed down and you'll it'll surface more things for you to do so it's Dynamic and curated in that way okay so um you know for so from Utah to Vancouver I'll tell you what's coming in what's new in Vancouver uh if you go to settings we redesigned it so that um it's now more of a list view I think in the past you probably saw it as a tile view which you knows plus pluses or minus but now it's just one list so you just kind of scroll down and see what you want here I'll tell you what's on what's off uh this is General I'll show you virtual agent uh you CLD features that are available for you to use for virtual agent you'll see the AI search is on AI searches on by default you'll see anal nlu configuration here nlu also on by default natural language understanding and notifications is on by default which is which is good and we'll go over that in a minute right so this is a new UI for Vancouver this tile list you as opposed to the tile Left Right View another thing we've taken into account is we've now made uh the CIA home page follow your Polaris them or next experience team so if if for the you night owls there if you prefer to do dark mode thank you thank you well you're welcome the ca homepage now also does dark mode so I click that's going to load and yeah all this is Now supported right I will always cheer for more dark mode or we have some uh regulars in our audience that tend to like to mess with blimey if you remember blimey's theme the puke Green Team I don't I've never seen that one or maybe I have just didn't know it was called that name or you just shut it off from your brain early on entirely possible too another cool thing we've done is we've exposed the um the scope control here as well so in the past if you're in the CN home page you wouldn't you wouldn't have been able to see the scope and if you had to change it to like go out change it come back in no more it's it's right here so we do have some apps for example proactive triggers is a separate Store app in a separate scope and you can see you know it's uh blocked here because you have to change you know you have to change your scope so I can just do that here for proactive triggers which it's a Utah feature I recommend you'll check it out but basically what proactive triggers does is when someone lands on a service portal page yes the lower you know you get the the bot icon lower right hand corner right well some people don't see that you know or they don't know what that is the productive triggers actually pops up a pop-up saying hey I'm a chat bot I can help you like it's it makes it more visible and you've probably seen that UI before another chat Bots out and like the customer service realm so it's no different and it's it's very easy to set up again coming from Utah you can see here I change scope uh this is uh active activatable now so I'll just do it doesn't change anything for me and uh yeah I can just go about my day so those are some of the changes we just uh we made in Vancouver for the sake of consistency I'm just going to change this back to light mode sorry or default mode ah I'm just kidding I'm blind go to your screens yeah so definitely a great thing there so you know low code again is one of the tenants and Theses that thesis that we you know instill in all our conversational interfaces products another uh new console or yeah admin low code console that we've built is for iar or issue Auto resolution uh Post in the chat if you've heard of it or using it but for those of you who don't know what it is let me show you what that is I'll go to my navigator I'll type in issue Auto resolution go to overview so issue Auto resolution is again an extension of what that I that thing I was talking about where we don't want you to uh get a live agent involved in rote routine tickets right if someone lost a ticket about an email issue or something that you know virtual Edge can handle don't look don't you know the the ticket should be routed directly to the virtual agent virtually you can say hey I can help you with this can I help you and the user will be like yes you can help me or no I still want to talk to rather talk to a live agent but the goal of iars to deflect tickets to the virtual agent instead of having them sent to the live agent another quick question for you Victor is there a specific best practice that you would recommend people utilize iar like what types of is our best handled by iar I guess yes there is I can show you in like in 60 seconds because okay sorry no that's a good question and I can answer it by showing something coming very soon cool so uh this is the overview of the issue Auto resolution admin console you can tell it's pretty similar as you know the other one as the CI one so if I go into settings so the issue at a resolution applies to incident tickets and you can tell I've already been testing it after I've turned it active on uh I turned it on so I can go into edit configuration and you basically get a step-by-step of how to configure iar it's very again a very useful tool and I don't have to do much here it just tells me you know every a lot of things are configured out of box already I can I can click continue it goes down through all these lists you know this help uh sidebars new as well I can expand or collapse it if I want it explains to me what all the fields are uh so yeah this assigns incidents to the virtual agent request your caller right um I won't I won't explain every single detail because again a lot of this is just configured out of box uh continue to do the machine learning model so I've trained it already but usually you have to click the train button that's pretty much the only configuration the machine learning configuration you have to do just click this train button right and then cancel your question Lauren in terms of what are some what are some things that can help with these are the default Auto resolution intents it can help with printer issue email Hardware these are all virtual agent topics so if I were to log in an incident with a short description saying I have issues in my email or with my printer or what have you you know if you know a lot of our it admins they already know from experience stone stone cold experience what are the issues that most afflicts their organization if it's in this list they should turn it on and that will deflect uh you know at least half if not more of of those tickets so typically from like just like the high level look of this list right it kind of reflects things that no matter what's happening with like the the experience the user is having is homogenized right like if they need to reset a password everyone does it in the same way it appears the same way the person a lot of the time yeah uh so like if it's more of a uniform problem it's even easier handled by like virtual agent I guess yeah absolutely you know agents don't want to be dealing with email and VPN issues either right yeah from our experience our servicenows experience you know with our it organization they also know that hey it's these top issues that affects organizations the most this uh there are more topics than this I've either click new here uh there's several there's about 16ish you can choose and then in the in community there is a uh article where you can add your own custom excuse me intent slash topic as well as under it's this this is like a heading it would be under here but I didn't create one here so it's not shown here but you can create your own as well and yeah you just set up your own intent set up a topic make it active and you're done in this case you can see here I've actually created uh or I've actually activated the email issues I are and I've I've mapped it to a topic that I created which I basically took the you see how this says printers use template these are just template I just duplicated it you know remove the word template from the title click published and that's my that's my topic like it was that easy to create a topic so yeah you don't have I did not create any of these topics they are available for you already you just duplicate them remove the template word or call your own name you know call whatever you want click save click publish boom virtualization topic out of box for you that's it don't need a budget on topic don't need to build your own nlu model everything's available for you so yeah definitely I'll demo this in a moment but definitely check that out so uh I can continue on here apply AI search uh continue to response channels you can you can tell I've turned virtual agent to true connection successful that's good essling reminders yeah I didn't touch this at all and then once you're at the review stage all you do is um there's a save button or a well I've already saved I've already enabled it but if you hadn't enabled it it's active now there will be this big enable iar button up here you just click enable and then you're done that's it so a very powerful flow and tool with very minimal configuration that's that's guided basically so this admin console also available for you in Vancouver we also have a question from the audience if someone if you have a end user that didn't find what the um iar solved for them was correct uh is it the same thing as just going back in here and retraining the model once you do answer it with a agent response or do you just deactivate the the intent um and then or the criteria for it and then do it go from there again yeah it's be it'd be about tuning the nlu model and um let me just think here I don't think I've run into that problem before because usually if it doesn't pick anything up it just doesn't do anything right that ticket will stay there and the agent will have to look at it or somebody have to look at it I don't remember for a fact whether I tune because iar has a model you saw it here I wasn't remember I didn't remember if you treat if you tune this model if you tune the itsm model itself but on the safe on on the safe side the very least uh if it doesn't you know the is if it doesn't get a positive it could get a blank and in which case nothing happens to the ticket if you get like a a wrong intent um worst case scenario the user just says no don't don't help me or you know tell the virtual agent don't help me just let a human help me and it'll continue on its merry way and I can show you what that what that looks like in a bit cool yeah uh where are the questions but I saw I see Adam's comment that was the last comment I saw was there another place that had questions that was the place yeah that was Adam's question oh okay I didn't see a question mark I thought it was a comment okay cool cool um all right so that is iar uh what else is new in Vancouver so for those of you who um are using virtual Asian today virtual agent can work it works in a variety of contexts it HR and CSM just to name a few um a lot of our customers some of our customers they have virtual agent in different contexts they have vertical engine in it context you know they call their I.T bot you know Earl right and Earl just helps with it topics right and uh they may have another virtual agent called Lauren all it does is HR all it helps with is HR topics right and the IIT bot Earl is in service portal the HR bot is in employee center right so how do we keep these Bots separate because in the back end it's the same virtual agent right so in the past let me just come to let's see let me just show you an example here so I'll go to the service portal and then I'll go to employee service center to show you what I mean so here's a service portal bot right and then an employee Center which I'm hoping they're all using mine's a bit sparse go ahead and set it up we also have um the virtual agent right what used to happen which was a problem from our customers is that if I start having a conversation here in the service portal it would get mimicked here in the HR portal because it's the same bot right and um that would be problematic because a may not be relevant obviously if I'm asking if I see it stuff in here and potentially worse if I had to see HR stuff in here in this it context well HR stuff sometimes private sometimes you don't want you don't want people to see and stuff so it would just be kind of um mixed and the workaround used to be some of you may know about um this you'd have to implement a a variable called skip load history which is basically every time you you started a new conversation somewhere it was just wipe the history and start a new conversation right well you don't you don't have to do that anymore in the Vancouver release we now allow multiple conversations per context so I can start typing in here and s in service portal start typing here in employee Center and they would be separate all right so let me show you how that works I'm going to go back to the conversational home page foreign just like anecdotally because I came from the University and I always talk about how every University I've worked for is multi-tenant and I I loaded up my last workplaces uh service portal just now the one that the service portal for all the service portals that's how ridiculous it is and so either they have an HR portal they have a it portal they have a portal just for the engineering school and each of those have their own knowledge bases their own agents trying to solve their cues and before Vancouver if you a load a virtual agent you would hit you would hit that issue of oh I had a question for this group and now I'm talking to this group and so this solves that which is really good for all of my multi-tenant friends yeah absolutely we you know we have a lot of customers who run who run into the same problem and that's why we kind of we built this feature here so uh I'm in I'm in settings I'm under virtual agent and you'll see here there's a new box called multiple active conversations and you can see I've turned it on you can see the default is service portal so let's go ahead and click on manage settings here and by the way for those of you who are following all this is mentioned in our release notes which I am sure I think Earl has the link for and all of this excuse me is mentioned um in our documentation so whether it's about multiple active conversations or whether it's issue out of resolution all this is is well documented and you still have to take a look okay so uh in multiple conversation to see I have my two consumer account uh contexts SP or service portal this is by the this is the default one if you don't set anything up this is this is the default context right and then I created another one I all I did was click new and and type something in I click new again just to show you what it what it looks like but this is what it looks like okay and I had created one for ESC all I did was type in the ESC this is the portal suffix right that's that's this here uh sorry that's too fast this here and I just give it a short description in play center whatever give it a false and that's that so how do I make sure that s how do I make sure that ESC context points to employee Center let me show you so once you set this up okay you have to set up this context in the portal setup so let me show you what I mean so we're going to go to the portal page I'm trying to remember where that is if I can't find it here I'll just go back to the home page and show you there thank you because it's in front near the bottom because I've done it already here is I can add to portal you can see there's SP there's EC Polaris this is the one I want so this part looks familiar to you if you've ever set it up in service portal and you can tell I've typed it into here consumer account contacts colon ESC rifting we're going to do in the entire demo and some people may not even call this scripted but this is all I did uh zoom in on your browser just slightly just a little bit uh sure let's do this just commit yeah perfect thank you yeah yeah I didn't type anything type I didn't type any editor of this stuff didn't touch it all I did was added this uh with the comma right before okay I'm wondering are you I'm gonna guess that a nice little interface might be added to this to be a layer between or is this is there a reason why we showed them as the script and not like a UI that add it adds that line for them it's probably habit because we actually do put a bunch of variables in here like branding key that skip load history I talked about earlier is usually put in here uh load active only is put in here so you know even for you know low coders like myself uh live agent only is is a variable this server script you know maybe we renamed this to something more user friendly to not scare people but we put a bunch we type in a bunch of variables in here uh so that it loads when the web client is loaded that's embedded in ESC or service portal so um you know the lazy answer would be force of habit but you there's there's a good point that yeah if we want to completely get rid of any script blocked whatsoever we would put a UI on this but otherwise um it's been like this for for a long long time and a lot of people are familiar with this kind of interface for a while for variables and you're right it's not really scripting because all we're doing is adding key value pairs to something and it's all it's all in the documentation anyways it's not like you're coming up with new code yeah yeah if you if you search in the documentation I think it's called virtual agent variable literally just type that into the search bar we basically tell you every variable that's that's possible every CIS parm or system parameter that's possible so yeah it's all it's all documented including this variable I just I just put right here so that's all the configuration you need to do so now if I open up Employee Service Center here in service portal here I could do something like you know check ID ticket status and I'll check my ticket statuses and nothing happens here this is this has no idea what's going on in the it realm I could even do something I don't know run up HR topic here and this is doing its own thing it probably even ends the conversation because there's nothing else and I continue on my Merry way here different contexts different conversations no need like in the past if you were to do this in Utah you would start mirroring yeah not in Vancouver anymore yeah I can continue on my Merry way this is done and close this and this is done too so yeah that's that's a new thing in Vancouver if you have virtual agent in multiple portals I recommend you turn this on there's some yeah it's it's highly recommended unless you unless your portals don't mind interchanging maybe it's two different it portals I I you know whatever the use case is uh but more often than not we recommend our our customers if you have different portals with different contexts to implement this Vancouver feature yeah uh let's see what else let's let's you know we talked about topics all that's actually design some topics let's let's dig into that so let's go into I'll close this for now let's go into the designer I'm going to show you guys some cool things yeah yeah so remember that email list I showed you about for IR let me so this is a designer uh one new thing that that they added in Vancouver here is something called explore additional topics link and what this basically does it actually tell like for I for all those out of box i t top I told you about it actually tells you if there's any detent dependencies needed so all these topics on the left hand side here let me zoom in again all these products on the left hand side here are topic that we provide for you out of box you don't have to build them we give them to you already some of these topics require no dependencies at all like check ID ticket status you just publish it and you're good to go some of the more um Advanced ones you do need spokes or some other Plug-In or or something and we actually tell you so you don't have to like fumble around if you're trying to run the topic now it might give you some error might just like not do anything well we actually tell you hey install this spoke and then you'll be ready to use this topic so it's a good it's a good reference point for you if you're interested to use these topics it's almost a good troubleshooting page too because you can easily see if it's not in stock yeah exactly so it's a good it's a good resource uh let's see what else let's um let's go to email let's go to that email issues template okay again I didn't have those topics available for you already I'm going to go ahead and duplicate this topic again I've done it before but I'll do it again just for you guys and uh the duplicate buttons now behind the three dot menu is we kind of cleaned this up a bit this was getting a bit but this area is going to be button heavy so you know that's that's here click duplicate and we'll call it email issues Dash two and you'll notice it's got some it's got the nlu it's already binded to an nou model and intent so you don't have to touch any of this and you'll see something new called dialog x that you can enable it's enabled by default so what what are dialogue acts basically it's it's a machine learning term but you know in English what dialog X basically is it allows you to naturally type responses that will be understood by nlu more than just topic Discovery like hey I have issues with email but other things than other things than that specifically there are three one is the affirmative right so if I type yeah yup yup you do or whatever right uh you know for for negative if I type nope or I'm okay or something I'll pick up on that as well it could also modify right like if I uh if I type oh you know I I typed one thing but actually meant another thing you know then um you know it'll change that as well did you have something to say Earl or um no I was listening to you I just put the excuse because we were chatting because I just put the cam back up oh okay okay I I thought we were like yeah whenever the camera comes I was like oh back to the you know back to the presenters but that's okay I was just uh Victor you're so responsive to the chat and to um us engaging you so this is actually thank you so much for being so engaging whenever we do that it's fun you're like one of the few people that notices like oh on Facebook they're back let's talk like oh yeah you know what when CNN you know flashes back to Anderson Cooper you know he's like you know he's ready his next thing is this one you mean yeah let's let's discuss what are your thoughts yeah yeah cool so yeah so all you do is just you turn this on and now you can I'll show you what it looks like so you know you have this the did the steps work for you like that's in there already I can add another Branch here a Boolean branch and I'll put it under let's see where do I want to put it under did the steps work yes I'll ask them under here right do you have any other questions right notice when I dragged in this bowling in Vancouver and now says oh you're dragged in a bullying and a bullying is usually like true or false if it's false do this if it's true do that right it now automatically asks you do you want to be do you want to add a decision note automatically for a Boolean if I click yes it adds my decision node uh automatically there's the false and the true is somewhere I need to follow the layout the true goes you know to the original Branch so that just saves me a lot more drag I used to like drag in a decision and click Plus or whatever we automatically do it for you for Boolean because we know like 99 of the time you know for bullying you need a decision node and you have at least two branches right so that's done for you and then um yeah if it's true we'll um let's do this if it's false in in other words if I don't have any other questions I'll go to here but if it's true I'll say I'll add a no and I'll say uh okay okay let's take you back right and then uh I'm following my lines here see this line here I'm going to take this error I'm going to go back to the top right it's going to go back to where where to ask you here user issues right so just to recap I added two booleans now I need to give this Boolean a name um any more questions I'm good you have any other questions right again low code they need to code anything it's all drag and drop I can use any of these input nodes these response nodes these utilities uh so so on and so forth okay so just to recap I added a bull in to ask any of the any other questions if it's false and this again these true false they're given to me automatically built to me automatically this false no no questions continue on this merry way if it's true I say okay we'll take you back and it'll do that right so now let's save this and let's test it and because I shared my monitor it should show you the test there it is okay good so here's my issue here's here's my first question right and I can just say authentication issues it'll help me out and here I could take I could type yes I can click yes but what if I just said yep if it did you can now tell okay I understood a dialogue act a firm step did work yes um do you have any other questions I could type at this point I could type you know nope or yes or whatever but let's say I wanted to change my answer above let's say oh instead of authentication issues I'd say you know actually my email is or I can't receive whatever whatever the one my other original option I can't receive email I can now modify my previous um answer right you like to change user issue of course I'd have to give it a better variable uh can't receive email correct yes it'll it'll loop back automatically and give me the node for can't receive email so that's so good yeah it reminds me of uh doc intelligence stock intelligence is a very similar thing where it's like where this like basically like a confidence meter of how close you are to guessing correctly you know it's not even that it's it's actually restructuring like I mean Victor if you show the virtual agent designer again it's a it's a there is a lot of paths it's a lot of different things yeah can you imagine like in the user experience to I'm down at the bottom of this tree and I realized I should have answered something at the very beginning a different way and so okay the the one I'm I try to be a fairly calm person in all my interactions but the one thing that makes me so angry is when I'm like seven um menus deep into a phone call with a box oh yes and I realized like I'm gonna need to start over again I will throw my phone at the wall yeah so the fact these are the kind of things that is so much better for a user experience of oh I should have I meant to say this earlier and now I don't have to start the conversation over the dialogue acts as catching that that's I'm into that so good yeah no absolutely um yeah I experienced that too it's like you know those phone calls you know oh should I press two or three I'll press two I was like nope I should have pressed three this is not the right and then yeah so it's it's the same concept you can you can see I type nope and that negates and that was a no and it sent me straight to you know it actually shows you it actually shows you the path if you notice like um so like a a light up path that actually shows in blue all the things you've done so when you're testing your virtual agent here actually tells you all the pass I went through here to to the end so another you know this was in Utah but I think in Vancouver they made it even nicer to to light up your path and not have that path disappear behind your tracks so you can actually see all the pass it went through as we did this test this lit up this lit up it's so something you know another way for you to to trace your steps so to speak okay so yeah that's that's new in in Vancouver sweet uh let's see uh let's see in designer what else is yeah those are the big ticket items in designer um let's show you the you know speaking of new UI I'll show you some more new lot some more new UI and then time permitting I will uh show you iar which isn't a Vancouver feature but it's still you know a consequence of the Vancouver uh that new UI I showed you earlier so um let's exit out of the virtually any designer let's go back to here let's look at the nou workbench so if I type in nou workbench excuse me if I click on models you'll notice that and all your workbench is also undergone a UI refresh in Vancouver and you know we don't we we don't redesign and refresh admin consoles just for the heck of it we'll actually do it for a reason we make things cleaner we take user feedback we say Hey you know emphasize these things minimize these things these are all the feedback that you know we take into consideration when we modified uh these admin consoles while this loads some other things to note uh I should have noted previously and I'll note here for that for this conversational home page you do need uh or I do highly recommend a plug-in called uh Omni experience standard feature set that makes the CN home page but that just flushes it out more in terms of features and I'll type it into the comments because I know it's a it's a mouthful of a a mouthful of a plug-in name or Store app name uh which I did not come up with so that's the plugin you need for the conversational interfaces home page for the nlu workbench same thing yes the workbench is provided to you out of box here uh how do I get rid of this apple okay I'm going to figure out how to get that back because I just I don't even and now it's gone forever no more talk for you I work anymore um so for the nou workbench there is also another plug-in I recommend to get this new experience it's called I think it's called nou Advanced features or nlu work uh workbench Advanced features and for this plug-in it may already be installed for you you just need to update it just click the go to the plugins page click update and you'll get this and you'll notice that we've organized your models by virtual agent models iar models and AI search models and for the VA models this is my personal model that I created only has one intent I could toggle on all the pre-built models that service now built for me and you'll see the setup models the HR models the itsm models all the ones that are not um uh all the ones that are not custom built they are not editable either but I can always duplicate it and modified tune it if I want so that's new we have helpful resources for you so all links to our docs our Forum everything is here we have a nice video for you as well for the nlu workbench all that's new and then at the bottom here you can boost your model performance you can tune discover new intent that's intent Discovery there's a new feature in Vancouver called irrelevant detection we're not going to go over it but I can talk about it um I could talk about it a bit it's basically like hey there's there are these irrelevant utterances people type in mark them as a relevant so that they get ignored or get ignored for a particular intent right uh conflict review like old some of these other tools you've probably seen before right so these are all here if I wanted to create a new model you know the the options are the same just you know snazz your UI I guess you can either use a pre-built model import from CSV or start from scratch right so even if you're to create you're a brand new nou model you don't have to start from scratch all the time if you have a CSV file if you have if you want to copy an existing model you can do all that as well so again we're trying to make things as quick and as low code and as automatically as possible even if you need to tune or create your own nlu model I see in the comments section that um hey isn't that sidebar yes so good that's a good point and and I'll I'll expand that concept sidebar um the Omni experience standard feature set contains a lot of features including sidebar and including the a uh you know more configurations on the same home page and more configurations uh for new features so it's a bit on us that we kind of crammed a bit uh some a lot of stuff in that uh one plug-in so you are you are correct when you're saying that plug-in has sidebar but it also has a bunch of other things as well um so yeah new UI for the workbench and then the last new UI I'll show is for the dashboard and the dashboard also has this new feature I'll show you as well so if I go to the virtual agent dashboard everyone who use uh you see there's that issue again where I go from one place to another it shows with blank screen I'll start from the home page well that's loading um I feel like I want to give a good shout out to the virtual agent team because I feel like virtual agent is one of the products I feel always jumps very far forward every single time there's a release compared to a lot of what I've seen across service now and I remember virtual agent two and a half years ago versus today's a much very different product with a lot more features a lot more feature Rich a lot more future feature Rich too which is always really nice to see yeah I mean kudos to the virtual agent team I mean they they take a lot of customer feedback and partner feedback to heart and if you if you haven't used virtual assistant's Quebec or Rome or San Diego I highly recommend you take another look at it because like you said Earl they've made so many enhancements to it uh and then if you've never tried it at all then you're in luck because again you're you get a bunch of new cool new features everything's low code and then uh and if not just provided you out of box for for a minute you know you can create a a an amazing chat bot in an hour just by turning on AI search which is embedded native to the virtual agent right and you turn on a couple topics right and that probably deflects a vast majority of your issues and tickets Etc you know you turn on iar for one or two topics and half your VPN tickets and email issues tickets potential deflected right and you can tell I just if I really wanted to I could do I could have done all that just in the time that we spent together on this you know webinar right so it's very it's very fast and all documented we have the community Forum which I know earlier of the link for ETC so so yeah and again this dashboard it was it uh this you this the main UI of this command code back but they've been adding more things to the dashboard and they added funnels and a funnel analysis and I think it was Tokyo or San Diego and if you've you know if you've done if you've worked for Tableau you know what a funnel is right it looks like it looks like this that's just an example and then what I wanted to show you for the dashboard is um this is the this is the overview right how many active users just won me right uh Etc you can drill in it shows you the definitions of the dashboards of the metrics here the go to topics and I just click on the topic I don't need to click into the subcategories but just click on topics I'll wait for it to load a bit it actually shows you okay here are all the worst performing and best performing topics and there there aren't a whole lot of topics uh being run right now right um but you can tell if let's say you have multiple um again multiple categories of topics you have it topics you have HR topics you have you know legal topics right you can now cat you can now filter that your this analysis to certain categories so in the past you know all your topics would be here and you couldn't really kind of decide which ones you wanted and that can just say hey just give me the itsm IT issues topics and I'll just show you the analysis for your IIT issues topics it's also multi-select I want it issues topics and the I.T self-service topics I add that pill and it'll show me all the it topics don't care about the HR topics right so you can now filter uh category topics from here if I remove these you can tell like best performing worst performing since I only have like four topics it's the same bar chart just flipped so between best and worst that's why uh let's see Inc any incomplete ones uh maybe a couple times but yeah so anyway uh we we've had customer feedback saying hey I don't care about it topics I don't care about HR topics give me what I want and we now allow that in the dashboard okay so that's that's this is this category selectors is new and vancure for for the virtual agent dashboard I think this is very cool because I you know I've had that um comment yeah before as well especially when there's so many topics trying to be displayed on that graph and you can't read the exactly if yeah I'd show you my Utah dashboard has like 10 topics just from the variety of things and demos that I've built right so it gets unwieldy but it's it's a good practice for you to categorize your topics you can do that in the virtually designer all right in here I'll show you real quick uh designer and go back to here go to properties you can see dialog X is there additional categories I've given you know I could edit I can edit this I can these are the categories that are provided out of box I can create my own you know outside here but yeah I definitely recommend you categorize topics if you want to be able to quickly find them right either in your dashboard or even in your designer here right I can select categories give me just the itsm I.T issues one the one created by me which is all of them because I created all of them uh status is active right and these are these are it give me topics only no topic blocks and that whittles it down to here okay thanks nice cool uh let's see we've got nine minutes let me show you iar and then let me let me show you IR let me mention something as a sneak peek and then we'll open up the questions okay so uh let me play the role of a lowly of fuses here make sure a lowly user okay our audience is all developers right and creators and Builders so it's okay I mean I'm gonna I'm gonna create an email issues incident I'm just gonna be like I don't I'm not going to use the virtual age and I'm gonna I'm not gonna you know okay oh you're that kind of user you're that guy you're that guy okay fair enough fair enough ticket ever right um uh let's see caller is me I'm Mr madman I should give myself another name it's a bit presumptuous of me and then Channel self-service if you recall now in iar when I say hey what are the entry criteria callers myself channel was self-service and there's one other I forget but this was certainly one of them and let me type in issues like you know I'm having email issues sending right something super obvious I'll and then you know oh I'm too lazy I'm just going to copy and paste my self-descript short description description Etc here right I'm going to submit it and I expect a live agent to help me with my my every whim here right well no instead you can see that this this ticket automatically got assigned to the virtual agent okay and um I'm about to get a notification but we understand like look you're not gonna you know no one's always on the portal I'm not even on Portal every time when I'm in service now but when you integrate with Microsoft teams when you integrate with slack right that's on all the time so you'll get the notification that you're about to see for this user and I just need to give it a couple seconds if and for whatever reason if it doesn't pop up here I'll go into the incident and I'll show you what it what what what it says in the incident I'll just do that now I'll just do that now while I wait but if I go into this incident you can see this uh comment here hey to get additional assistance on this task please respond to the notification from the virtual agent chat widget this should come anytime now above if not yeah right otherwise I'll start a new conversation and I can always well there it is yeah let me see if I just try to type notifications if it shows up my list of whatever right uh yeah here it is take a number so this is what you should this is the notification you should get you'll get this in teams or slack as well and it's like oh help me now or wait for humans like oh I'll be you know I'll say help me now and then what I'll do is just launch a virtual agent right and then this all looks very familiar to you right can't send email and there we go yeah yep it did nope I don't and then this goes on hold uh is there anything else you need to release this ticket I can close it or keep it open nope close it this is resolved and no resolution information no resolution notes but it's resolved and uh yeah and the agent is none the wise the agent still probably either working on their ticket or maybe they're just driving to work having a lunch break and and a live agent never saw this ticket to begin with automatically deflected nice and if I were to go to the uh to my IR admin console another thing that we show is are the results of all these deflections right if I go back to issue a lot of resolution go back to overview you can obviously two one which I tested yesterday or a couple days ago and then two the one I just did 100 deflected 100 cases close by Co close by user yay the the that number right there that's the one I that is always the most showy when I said in my past for like reporting to leadership or yeah uh that like look at all the cases close by the user themselves instead of having to be agent um so I mean you just said it right flexions uh one of the things I always try to do is make sure to tell people um watching like the importance of these features and stuff like that virtual agent in general like I used to be I started at a help desk when I joined I.T um having to have I as an agent I would have email chat um a chat um via some third party because we didn't have virtual agent back then um and then all of our incidents and stuff like that all at the same time if any of those could be deflected that's perfect and on the flip side when the user goes to like our service portal um one of the things that we always would argue about of like well what do we have enhance first do we think people will navigate to a service catalog item or a knowledge based article or do we think they're gonna type into the search bar um and search for it like which paths do most people choose any of those if we can add more deflection points like a little chatbot on the side that does that for is another way to deflect these um from more Aid more incidents coming into more agents and stuff like that that's all helpful to people that are in this all day trying to solve cases but all those easier cases and you if anybody's worked at and helped a help desk you know we get we you know help desk agents get millions of low level like right yeah I can answer these with a template yeah there's so many different ways to answer them and on the flip side too there are there are problems that only humans currently can help solve right they're super complex maybe there's a lot of emotion involved and so like allowing agents the ability to spend time on those where they can truly leave a meaningful impact as opposed to dealing with stuff like this that's so much more valuable you know yeah yeah like every you know we really emphasize on deflection that's the whole point right of um the virtual age we mentioned we measured a flexion in the dashboard I just showed you as well and I just posted in in the comments another tool deflection tool is proactive triggers right in um in the portal it'll pop up to say hey I can help you right instead of you starting to log a catalog item or search a knowledge based article the proactive triggers if you look it up in if in the Utah release what could also do it could pop up when I land on a particular catalog item or knowledge article so if let's say I read a large article after five seconds I'm about to be like this doesn't help me blah blah blah we can pop up a button count to five hey we notice you're on the email issues knowledge article can we help you more if they click if they click on the bubble it can launch say the email issues virtuation topic right so that's just another use case possible for proactive triggers so definitely look into if you're okay it's that's that's a Utah feature if you're on Utah you have it already um and then iar the the the this cleaner admin consoles is new in Vancouver but iar is is available in in Utah is in Utah as well with the 10 plus 12 plus uh intense built out of box for you they can just activate the topic activate it on iar and and you'd be good to go Oh and before we end you said you had something you wanted to tease yes so the uh you know I don't want I didn't want to bury the the lead here so in Vancouver there is a little thing that we're releasing called generative Ai and yeah that thing and it's going to be uh you know we're gonna brand it under now assist so for virtual virtual agent is going to be the beneficiary of that as well uh and we're going to have something in coming out in Vancouver called now assist for virtual agent and what it essentially is it's a it's a extension of AI search so if you've had AI search enabled and if you have now assist for search enabled which again is new in Vancouver you'll see generated uh question and answer results in the virtual agent I don't think we have time to show you today but I'll try to explain it in 10 seconds or less or uh yeah so definitely check out now assist in Vancouver and you'll be you'll you'll see that in the virtual agent uh come come Vancouver time frame nice yeah all right well we're getting just to about time so again lots of things that we covered on this um on this episode today one of the things I always love about having Victor on one people don't realize that a lot of knowledge and being able to explore new features is just being able to see it once in front of you and Victor you're always so good about showing us very comprehensively a lot of different things a lot of different areas around that so thank you again for joining us today um other announcements uh Victor if you have anything to plug um anything uh check out the community forum for virtual agent nlu as always our release notes and uh yeah definitely you know if you haven't checked out the virtual agent yet or if it's been a while definitely go in there you know we're constantly improving the product making it easier and easier faster and faster and uh yeah I mean you know happy chat botting check out our calendar again devilink.sn Vancouver for more stuff that's coming up we um are are actually starting to add more episodes too so if you haven't looked at it in a while um always check in every once in a while because people like Victor or any of our other um product managers they say hey we have more things coming out in the second half of Vancouver can we show off um that's been like yeah just add you into the counter so make sure to pay attention to those things thank you again everybody um for joining us I hope you have a great uh morning or evening depending on where you are in the world and see you again next time I think there's a live coding happy hour this Friday so make sure to tune in awesome thank y'all yep thank you everyone have a good one bye bye [Music] thank you [Music] thank you