Core Features of Virtual Agent and What's New in the Xanadu Release

Core Features of Virtual Agent

1. Natural Language Understanding (NLU):
   • Detects user intent and processes queries using NLU models.
   • Supports multi-language interactions.
2. Out-of-the-Box Topics:
   • Predefined conversation flows for common IT, HR, and customer service use cases.
   • Topics can be customized or extended.
3. Customizable Conversations:
   • Use the Virtual Agent Designer to create custom topics and workflows.
   • Drag-and-drop interface simplifies conversation building.
4. Integration with Third-Party Channels:
   • Works with Microsoft Teams, Slack, and custom web interfaces.
   • New integrations include WhatsApp and SMS (via Twilio or similar services).
5. Live Agent Handoff:
   • Seamless transition to a human agent when needed.
   • Transfers conversation history for continuity.
6. Proactive Notifications:
   • Virtual Agent can proactively reach out to users with relevant information.
   • Triggered by workflow or specific conditions.
7. AI-Driven Insights:
   • Analyze interactions to improve conversation flows.
   • Monitor and enhance user satisfaction and efficiency.

What's New in the Xanadu Release
1. Now Assist Enhancements

• Intelligent Response Synthesis:
  • Provides concise answers from multiple data sources instead of a list of search results.
  • Enhances response clarity and user satisfaction.
• Contextual Multi-Turn Q&A:
  • Allows users to follow up with additional questions during conversations.
  • Maintains conversation context for a seamless experience.
• Small Talk and Topic Switching:
  • Supports casual interactions, making conversations feel natural.
  • Intelligent transitions between topics without losing context.

2. Redesigned Virtual Agent Designer

• Improved Interface:
  • A cleaner, Workflow Studio-aligned design for easier topic management.
  • Tabs for working on multiple topics simultaneously.
• Conversational Subflows and Actions:
  • Out-of-the-box subflows are now conversational, streamlining their use in topics.
  • Simplifies complex workflows with prebuilt actions.

3. Expanded Channel Integrations

• Microsoft Copilot Integration:
  • Virtual Agent can interact directly within Microsoft 365 Copilot.
  • Users can request information and perform actions from ServiceNow without leaving their Microsoft apps.
• Slack and WhatsApp Enhancements:
  • Updated Slack integration supports Virtual Agent interactions, catalog item requests, and knowledge base searches.
  • WhatsApp integration extends Virtual Agent's reach to a wider audience.
• SMS Integration:
  • Support for SMS-based conversations, making Virtual Agent accessible on mobile.

4. Improved NLU to LLM Transition

• Efficient Migration:
  • Simplifies the migration of NLU topics to new Large Language Model (LLM)-powered topics.
  • Displays utterances and associated triggers for better mapping.
• Entity Support:
  • Enhanced recognition of entities during migration to maintain conversational accuracy.

5. Enhanced Monitoring and Reporting

• Virtual Agent Analytics:
  • Improved dashboards for tracking conversation success, failure, and user sentiment.
  • Provides actionable insights to refine workflows.
• Performance Optimization:
  • Reduced latency in topic triggering and faster response times.

6. Accessibility and Customization

• Branding Updates:
  • New options for customizing the Virtual Agent's appearance to align with your organization's branding.
• Accessibility Improvements:
  • Enhanced support for screen readers and other accessibility tools.