The new ServiceNow Virtual Agent integration gives employees 24/7 automated support within Workplace Chat. Here's how it works.
Imagine you're planning a vacation but get stuck because you don't know your company's holiday policy or your paid time-off balance. So, you take the rare step of logging into your company's wiki, where you find the holiday calendar after trawling through a few pages.
Untangle work with Workplace
From informing everyone about the return to the office to adopting a hybrid way of working, Workplace makes work more simple.
Next, you log into the HR system for the first time since you updated your tax information. Finally, you find your annual vacation balance in a document buried in a matrix of folders. And while you were busy with all this, flight prices shot up! Fun stuff.
Fortunately, there are easier ways to access essential HR and IT services—especially with the release of ServiceNow's Now Platform® Madrid release.
The ServiceNow Virtual Agent integration for Workplace is now generally available
If you use Workplace and ServiceNow®, you can now get 24/7 automated support within Workplace Chat. This includes support for IT requests and HR tasks. Just open Workplace Chat, search for the Virtual Agent, start a conversation, find answers and get immediate assistance.
No more navigating multiple systems, remembering usernames and passwords or relying on hope to find the info you need. Sold? Great! Here's how you can enable your company with this experience.
ServiceNow® Virtual Agent
What is ServiceNow Virtual Agent for Workplace?
ServiceNow Virtual Agent is a chatbot that helps you build conversational workflows, for employees and customers, to resolve common ServiceNow actions via Workplace Chat. And with Virtual Agent Designer, you don’t need a computer science degree to create the bot of your choice.
Anyone can design conversation workflows, without scripting and advanced skills, and you can seamlessly transfer conversations to a human agent, whenever you like. The integration also provides out‑of‑the‑box conversations for ServiceNow applications, like ITSM and HR, via Workplace Chat. You can easily customize and connect these templates to workflows specific to your enterprise.
CIOs who embrace connected applications like ServiceNow and Workplace have the edge
Employees expect the applications they use at work to be as well-designed, easy to use and reliable as those they use at home. And people will always need multiple tools to get work done, so you need seamless connections between these tools to experience healthier connections between employees.
Organizations that do this well are better connected (Gallup, 2018), and they have more productive employees and businesses. The ServiceNow Virtual Agent integration enables you to deliver the kind of integrated, mobile-first experience that connected companies enjoy.
"Work happens across a variety of tools, and the more those tools work together, the more easily we can get work done,” says Lara Caimi, Chief Strategy Officer at ServiceNow.
“Individually, ServiceNow and Workplace help employees work better. With the new ServiceNow integration for Workplace, together these two powerful platforms can help employees wherever they are - across devices and on a single screen."
"As a Workplace customer ourselves, we see the value of making it faster and easier to access ServiceNow through Workplace Chat.”
ServiceNow® Virtual Agent
Virtual Agent also allows you to:
- Quickly resolve common requests, freeing up employees to work on more complex inquiries
- Scale business efficiency by lowering costs and handling a higher volume of routine tasks
- Provide employees access to ServiceNow service catalogs, Knowledge Base items and IT incidents
- Integrate configuration requirements
The ServiceNow Virtual Agent comes with the Pro package in the following SKUs: ITSM Pro, HR Service Delivery Pro, and Customer Service Management Pro. Your IT team will need to upgrade if it is on other ServiceNow SKUs.
If you have questions on how to enable the ServiceNow Virtual Agent for your instance, please contact your ServiceNow account team who'll help you get started, or use this contact form request.
Learn more about Virtual Agent here
ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective companies with which they are associated.
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