One capability that can provide a lot of value is the Virtual Agent chatbot capability that ServiceNow offers alongside its NLP engine. Virtual Agent allows users to interact via text chat with an automated system to quickly handle simple tasks, even when no human agents are available. If a Virtual Agent is unable to handle a query, then it can be transferred to a human who can carry on the support conversation using the chat interface built into the agent workspaces.
Incorporating Virtual Agent into your user experience
Virtual Agent is typically presented through a service portal in the form of a webchat window. Virtual Agent serves as a highly automated first line of triage and can address user needs that would otherwise have required the services of a human agent.
Virtual Agents can also be exposed through an external chat channel such as Microsoft Teams, Slack, the ServiceNow mobile application, and even custom conversational interfaces...