Get instant resolution to repetitive IT service tasks and requests with ITSM Virtual Agent - an automated, conversational chatbot that understands natural human language. ITSM Virtual Agent provides customers and employees with a 24/7 self-service experience that meets users where they are to deflect tickets, reduce call volumes, and automate common requests, freeing IT staff to work on more meaningful tasks while increasing employee satisfaction and productivity. ITSM Virtual Agent Conversations include common IT conversation workflows to help you accelerate the deployment of your ITSM Virtual Agent.
ITSM Virtual Agent includes several predefined topic conversations designed to help your users complete common IT-related tasks. These topics are focused around four key categories:
- IT Self-Service
- IT Issues
- ITSM Fulfiller
- ITSM Actionable Notifications
Issue Auto Resolution feature provides the ability to proactively deflect common ITSM incidents to ITSM Virtual Agent. Virtual Agent will initiate a conversation with an end user after they submit an incident through a non-conversational service channel, if an existing ITSM Virtual Agent conversation can resolve the issue.
- New
- Changed
- Fixed
- Minor defects
- Removed
- Install the following plugins on your instance:
- com.glide.cs.chatbot
- com.glide.service-portal
- com.glideapp.cs.sm_topic_blocks
- sn_itsm_nlu
- sn_pwdreset_va
- sn_managevm_va
- sn_va_cmn_ee
- Properties that need to be created or set to activate the content pack:
- com.snc.itsm.virtualagent.portal_url