Chatbots in Practice: Increasing Efficiency with the ServiceNow Virtual Agent

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In order to simplify administration and make training more transparent for all parties, it is advisable to digitize training. All data to be managed should be found in one application. This particularly applies to progress in the curriculum and the management of grades, projects and exercises.

You should know by now how important and special training at adesso is. But we wouldn't be adesso if we didn't continue to work on ourselves. In order to improve training even further, it makes sense to digitize certain administrative tasks and network more.

In my master's thesis, I developed a concept for the digitalization of training courses. The implementation of the platform is desired by many trainers and trainees and the Microsoft Line of Business has planned to implement it.

You can find out more about the entry opportunities at adesso on our website .

If you would like to learn more about exciting topics from the adesso world, then take a look at our previously published blog posts .

Possible uses of the Virtual Agent
ServiceNow's Virtual Agent can currently be deployed in the following uk consumer email list three NOW modules for contact with customers and users:

IT Service Management (ITSM)
Customer Service Management (CSM)
HR Service Delivery (HRSD)
The Virtual Agent is available as part of the NOW platform, which enables later expansion to other NOW modules.

In the following, we will look at two challenges from realistic customer situations in the context of ITSM and HRSD, their solution approach and the added value of using the Virtual Agent.

case study NOW-ITSM
To get started, it is worth identifying common, trivial requests to achieve quick wins. The ServiceNow NLU model for ITSM already offers pre-configured topics for typical use cases to determine application intent.

Here is an excerpt from the official manufacturer documentation:

Topic “Ticket escalation”:
Increase ticket priority Incident INC0010023
Can the priority of my open incident be increased please?
Topics “Checking outages” and “Service deterioration”:
Are there any company-wide issues currently reported?
Is there an outage?
Topic “Email setup”:
I want to set up email reception on my mobile device.
How do I set up corporate email on my smartphone?
The following problem is dedicated to "email setup". A user wants to set up an email account on his smartphone. After an unsuccessful configuration attempt, he considers how he can get help. The first thought is to call the IT service desk hotline. Then the user thinks of the NOW service portal. He opens the portal with the integrated virtual agent.