How do you create a virtual agent conversation?

Creating a virtual agent conversation in ServiceNow involves configuring the Virtual Agent, a powerful tool that allows you to build and deploy conversational interfaces. Here's a general guide on how to create a virtual agent conversation in ServiceNow:

1. Login to ServiceNow:

   • Access your ServiceNow instance and log in with the appropriate credentials.

2. Navigate to Virtual Agent:

   • ServiceNow typically provides a dedicated module or workspace for Virtual Agent. Navigate to this section; the location may vary based on your instance's configuration.

3. Create a New Topic:

   • In the Virtual Agent workspace, look for an option to create a new topic. Topics represent specific conversations or interactions that the virtual agent can handle.

4. Define Trigger Phrases:

   • For each topic, define trigger phrases that users can use to initiate the conversation. These trigger phrases help the virtual agent understand when to activate a specific topic.

5. Configure Responses:

   • Specify the responses that the virtual agent should provide when the topic is triggered. Responses can include text, links, or even actions that the virtual agent can take.

6. Add Variables (Optional):

   • If your conversation involves collecting information from users, you can add variables to capture and store that information. Variables can be used to personalize the conversation and tailor responses based on user input.

7. Set Conditions and Branching (Optional):

   • Use conditions and branching logic to create more dynamic conversations. This allows you to handle different scenarios based on user responses.

8. Integrate with Other ServiceNow Features (Optional):

   • ServiceNow Virtual Agent can integrate with other ServiceNow features. You can use it to create incidents, perform knowledge base searches, or execute various IT processes. Configure these integrations as needed.

9. Test the Conversation:

   • Before deploying the virtual agent conversation, use the testing tools available in the Virtual Agent workspace to simulate user interactions and ensure that the conversation flows as expected.

10. Deploy the Topic:

    • Once you are satisfied with the configuration and testing, deploy the topic to make it available for end-users. Deploying a topic enables users to interact with the virtual agent based on the defined trigger phrases.

11. Monitor and Optimize:

    • After deployment, monitor the performance of your virtual agent conversation. ServiceNow often provides analytics and reporting features to help you understand user interactions. Use this data to optimize and improve your virtual agent over time.

Please note that the steps mentioned above provide a general overview, and the actual process may vary based on the version of ServiceNow you are using and any custom configurations in your instance. Refer to the official ServiceNow documentation for detailed and up-to-date instructions on creating virtual agent conversations.