so let's think about this you've lost a package but not to worry you're using a chat bot on amazon it guides you fluidly through the conversation to an acceptable resolution as a customer you trust the experience you're empowered but more importantly you're satisfied with the result now think about this same experience at a company similar to yours your email is not working and you're waiting waiting on hold or just waiting on an email back on a resolution it is an extremely painful experience at work remember this can be just as painful for the help desk agent on the other end an agent that is bogged down by numerous password reset requests or email is down or is the laptop is broken request it's an experience that both sides all of us want to avoid so in this demo i can show you there really is a better way this demo will show how servicenow rapidly delivers on purpose-built virtual agent conversations with over 1400 out of the box employee expression really delivering anytime anywhere self-service with native mobile apps and browser access and then finally how to leverage your existing knowledge base articles to provide employees with relative workarounds configuration tips faqs etc all of this and also allowing help desk agents to work on more mission critical tasks on the back end so let's begin this is servicenow's employee service center a service portal that is a one stop shop for employees to get answers to any need no matter the department it hr legal finance it doesn't matter all the complexity on the back end is hidden and then now platform seamlessly delivers for both agents and requesters now to the bottom right of the screen we have our virtual agent more precisely it's a virtual agent with natural language understanding or nlu that delivers human-like conversational customer experiences so instead of selecting a slew of topics like we see here all the employee has to do is type in password reset and it kicks off a secure password reset process all without calling into a live agent or waiting on that dreaded email with direction on how to fix it now servicenow's virtual agent can provide assistance in other platforms beyond the now platform such as microsoft teams or even slack no matter the preferred workspace the virtual agent provides experiences anytime anywhere without degradation to help contacts or losing the auditability of the information on the back end i will show you the ease of setup and how we track this important part of these interactions a bit later in this demo so no matter the type of request facilities i.t hr finance virtual agents who provide guidance or self-help no matter where the answer lies within the organization so let's try an issue with pay once again by simply typing in the issue the virtual agent not only recognizes the problem but offers a few options toward a solution with one of the options selected the virtual agent immediately populates a knowledge article specific to paid discrepancy the employee can mark it as helpful and save it for later use for the sake of this demo let's say that that article did not help and we see an in-chat calendaring feature that helps pinpoint specific payment periods and the additional comments are added to the ticket that will be auto routed and auto assigned to the right human agent in our other itsm demo extend the self-service experience we touched on a variety of benefits around a genius lounge type experience for example during these unprecedented times such as quarantine and self-distancing both the virtual agent and genius lounge pickup experience can ensure that employees continue to have the tools they need to be productive even when working from home so for the sake of this demo we can see the virtual agent is able to tell us which lounges around the world are open and we can see that san diego is open 24 7. within the virtual agent we can also gain insights about the locations such as hours of operation is there online check-in available how many others are in the queue before us we even have the ability to make a contactless laptop pick up first thing monday morning without ever contacting another human so we discuss how we want employees to get help anytime anywhere now this is the now mobile app a mobile first application for enterprises and their employees this virtual agent is native to the now platform a single cloud platform so employees can have the same robust experiences as we saw on the desktop so again there is not a need to search through a variety of topics to find what they need all users get the same experience both on mobile and desktop again because the virtual agent is native to now platform setting your company's emails on your mobile device becomes a breeze with nlu even has the ability to recognize the device and offer a step-by-step prescriptive approach and how to set up your email on your device again without ever needing a human agent so remember the days of searching around and searching and searching for that conference room opening doors to see what's empty or needing to run back to your desk and check to see what's open so now you can book your conference room while on the move all via your mobile device this is very useful when you need to keep a safe distance within the office during these unprecedented times as i mentioned servicenow offers over 1400 out of the box employee expressions servicenow va designer allows companies to view conversational flows and tweak them to match their specific needs even the ability to create your own conversation from scratch now here's a best practice tip when tweaking any of the out-of-box servicenow flows i recommend duplicating the conversation and then making adjustments to that duplicate as not to corrupt the original version let's continue along we can see we can dive into specific departmental categories as well as adjusting general settings but earlier we saw how va works seamlessly within ms teams now servicenow offers out of the box integrations with slack ms teams workplace all to ensure that your employees get the same robust experiences no matter where they like to work and finally what good would these experiences be without the ability to track and understand the quality of services the company is giving its employees out of the box dashboards offers insights to key performance indicators around your virtual agent solution giving you and your company complete control on the ability to adjust extend or report on your self-service initiatives all in this single pane view well this concludes my demo there's so much more but hopefully again this gives you insight in how to deliver enterprise grade consumer experiences anytime anywhere we saw how you can deliver these experiences with a native mobile app or browser access also how to leverage existing knowledge base articles to provide employees with relevant workarounds or step-by-step configuration tips and finally we saw how easy it was to deliver those 1400 out of the box virtual aging conversation and even the ability to adjust to your company's specific needs now for a deeper diver on this or any of the subject matter please reach out to your account rep also check out some of these useful links found here and with that i thank you for spending your time with me