I rate ServiceNow Virtual Agent nine out of 10. Once you get it installed, you must keep helping it to mature. Think of it as a child that you're teaching to speak, and you can go a long way with it. If you don't maintain it, your data will become stale, and people will get frustrated. I've used virtual agents from other organizations. You ask a question, and it says something irrelevant. I know it isn't a real person, so I try to rephrase my question with keywords, but I still end up in left field. That can be frustrating. Eventually, I gave up and tried to get a real human being.
Map out your goals, then map the conversation workflows and then work on your community of practice if you have that. It's important that conversation flows are well managed. ServiceNow is a good virtual agent but it's not the best in the market. There are other VAs with more advanced cognitive or AI skills. Nonetheless, it has some good features. From the beginning, I had access to everything under the hood on the Virtual Agent of ServiceNow, and that modularity gave me limitless freedom. The idea of freedom in a box, the modularity in a box, is big at ServiceNow. Understanding the limitations up front, means that it's clear how far you can go. The modularity and transparency of the engine made it easy to understand what was going on.
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I rate ServiceNow Virtual Agent nine out of 10. Once you get it installed, you must keep helping it to mature. Think of it as a child that you're teaching to speak, and you can go a long way with it. If you don't maintain it, your data will become stale, and people will get frustrated. I've used virtual agents from other organizations. You ask a question, and it says something irrelevant. I know it isn't a real person, so I try to rephrase my question with keywords, but I still end up in left field. That can be frustrating. Eventually, I gave up and tried to get a real human being.
Map out your goals, then map the conversation workflows and then work on your community of practice if you have that. It's important that conversation flows are well managed. ServiceNow is a good virtual agent but it's not the best in the market. There are other VAs with more advanced cognitive or AI skills. Nonetheless, it has some good features. From the beginning, I had access to everything under the hood on the Virtual Agent of ServiceNow, and that modularity gave me limitless freedom. The idea of freedom in a box, the modularity in a box, is big at ServiceNow. Understanding the limitations up front, means that it's clear how far you can go. The modularity and transparency of the engine made it easy to understand what was going on.