[Music] hi everyone welcome to glidefast on air i'm lauren jankowski the marketing manager here at glidefast and i'll be moderating today's webinar how to optimize customer service with virtual agent and 3c logic i'm excited to announce to you to your presenters for today josh grostoff a senior architect and service delivery manager from glidefest consulting and g the vp of business development at 3c logic before we get started i'd like to give you some background information on glidefast blindfast consulting is a consulting firm that is dedicated exclusively to servicenow as an elite servicenow partner our expert team of developers and architects have worked on both sides of the table on the customer side and the consulting side our company was founded by architects and we're proud to have a team of over 100 experienced consultants an average csat score of a 9.7 and many more accolades as you can see here now i'm going to let g tell you guys a little bit about 3c logic thanks lauren and thanks for those of you joining us today so once again my name is guillaumji for short working here at 3c logic as the vice president of business development 3c logic is a cloud call center platform that specializes in complementing the digital channels which we're going to cover here myself and josh uh within servicenow and really it's to help fulfill that voice component if and when individuals feel need to interact with a live agent and it can be leveraged across the servicenow platform for customer service uh employee help desk uh or it services we're actually built on amazon web services we have global deployments that says four it's actually now on five continents uh we're the number one ranked technology application on the service now stored uh one of our call of fames was we won one of the first hackathons uh at servicenow knowledge18 so looking forward to sharing with you some of the benefits of what 3c logic and servicenow can bring together awesome thanks gianna thanks for joining us on today's webinar and as another perk of all of you attendees today we'll be giving away a 50 visa gift card at the very end of the webinar so you make sure you stay until the end and we'll announce the winner then i'll be monitoring the q a throughout today's session so please send in any questions as they arise and we'll do our best to answer them now i'd like to hand things over to g to get started yeah thanks lauren so it always helps to anchor any conversation with just a few facts right uh sort of get an understanding of what is it we're talking about today what what problems or use cases are we trying to solve for and what i find interesting is in this age of digital transformation it should come as no surprise to those you know who've attended today that uh three out of four 75 percent of most customer journeys will actually originate in digital channels now the definition of a digital channel is going to be something along the lines of self-service email chat chat bots uh and so forth um but what's interesting is while a lot of conversations may start there within the whole concept of of omni channel um a third 33 percent of those conversations will actually end or find their way to a live agent so what we're going to discuss today here is not um whether or not digital channels have a place in the customer service value chain i think that argument has been settled the answer is absolutely yes but it's really how can you make sure that that is equally complemented uh with uh voice and telephony services so that if and when a situation gets escalated gets complex um is time sensitive that your agents are available and your customers for that matter able to reach them uh in a timely fashion in this pandemic as a perfect example you can imagine call volumes across call centers went up so one of the things we're going to want to try and solve for is how can we balance those needs with some of the deflection that digital channels can can offer which of course my friend josh is going to cover first awesome well thank you very much g uh thanks for everyone to for joining today and really looking forward to talking more with you about virtual agent and open frame as well so just before i get started uh for everyone on the line my name is josh brostoff i'm a senior servicenow architect at gladfast consulting i've been working on the servicenow platform for over six years and done multiple different virtual agent implementations so that's kind of one of my my areas of specialty which i'll be focusing on today during the webinar just a little bit of an overview in the agenda that we're going to be talking today first and foremost what is virtual agent so giving you a better understanding of uh you know how it's used on the servicenow platform and the value it provides to customers and really the art of the possible right so kind of giving you an idea how can you deliver value to your customers that you have with virtual agent and do things like call deflection and other things like that and the different channels you can use it in as well then i'm going to be handing it off to g to kind of talk about open frame cti and you know how it works he's going to give you a little you know run through as well and he's going to transition into a demo to to talk about that as well and then at the end we'll open it up for q a so if you have any questions please feel free to put them in the chat throughout the course of this presentation awesome so we're going to start off by just talking really what is virtual agent right so virtual agent is a conversational bot platform for providing assistance and is completely built on the servicenow platform so one of the really nice things about this is it helps your end users and yours your customers as well self-resolve their issues without having to do things like necessarily contact a live agent so it's really important in that kind of self-service model that your organization may be trying to um you know adapt to and adopt so you know that that's one of the the main pieces of this and as part of it um you can display virtual agent on your service portal so whether you have a customer service portal um or you're using virtual agent for your internal it you can have what are called these different topics where essentially depending on what a user types in you can kick off certain topics so something very key to remember which a lot of people you know ask about is virtual agent you're not interacting with a live agent you can transition to one but all of this is being done virtually through what's called a topic so it really takes a user through a workflow and it really guides them to what they need without having to you know interact with that live person so this is really you know what's great about this is you don't have to staff up your service desk um or your you know necessarily your call center as you've once once had before because a lot of this you can do through these virtual agent topics so just kind of showing you on the screen here how this would unfold and how it looks in service now you can have the messages which are sent from virtual agent as well as how the bot responds and there's all different types of functionality which i'll be walking you through during this presentation as well so like i was kind of you know saying before this really helps drive this self-service based model so we're living in a time where people don't want to you know they want to resolve their own issues they don't want to have to always call in or always chat with a live person they want to just be able to do it themselves um that's that's and that's great for both parties because not only does it help your organization with call deflection and incident or case deflection but it also helps that individual get the answers that they need faster than ever before um and like i was saying it really requires that you staff up you know you don't have to spend as much money necessarily staffing your service desk or your call center to be able to field these common and repeatable questions so that's one thing that's you know virtual agent is really good at doing is following repeatable questions that um that get asked right so whether it's about a warranty on a product what's the status of my case there's all different types of out-of-the-box topics and for various different categories that we'll be reviewing as well as part of this so that's one of the really strong things that that virtual agent does as part of it so the different components of a virtual agent so there's really different three main components there's the conversational interface so this is what the user actually sees when they come into your service portal whether it be internal or external facing and something that's really nice as well is you can actually have this so someone doesn't even need to be logged in so someone can access this conversational interface you know publicly so whether you're using it for state government or your company you know there's it's really nice that people don't actually need to log in and you can embed it on external sites um as an ad frame it's also supported on mobile as well so not only are people able to access this directly from their browser they can do it from their mobile device which is which is really great and it also integrates with slack and microsoft teams so these are really plug and play there isn't a lot of coding that you need to do to set this up so you don't need to necessarily go and you know hire a developer to build an integration to one of these applications you actually get this out of the box which is great the second main piece of this is the virtual agent designer so this is if for those of you who may be similar with the workflow editor it's a very no code low code application what i mean by that is it's very drag and drop functionality so depending on how someone you know types in an input to the virtual agent chat you can have it respond to people with what you determine right so there's not a lot of coding that you need to do as part of this obviously you do have that capability to be able to customize things a little bit further but that's one of the really nice pieces of it and it can also be used for various different pieces of your you know depending on what your use case is right so whether you're using it for customer service management hr or it um it we you know servicenow supports those out of the box which is great and then also if you can't get your issue resolved people also want to be able to call in and that's really where virtual agent ties in nicely to you know 3cs logic solution is being able to call in if they can't get their issue resolved because like you was saying there is always going to be those people who prefer to call in or just virtual agent can't resolve their issue so they're all though there also is capability for that as well which is great some examples of the conversations that come out of the box with virtual agent as part of csm and it service management are very repeatable things right so whether they need to check their case status they need to get help with an order or a product so it has you know direct use cases for customer service management but also internally as well so if someone needs to submit something through the service catalog or they need to reset their password very repeatable things that your organization or your service desk may be doing today virtual agent can handle so you really start to get a lot of that call deflection um and incident or case deflection through this by starting to automate a lot of those processes so your you know agents can spend more time actually focusing on more complex issues and kind of offload some of that to the virtual agent solution within servicenow so like i was saying there is um you know there's there's four main pieces of this that are plug-ins with servicenow that you get and you get some a lot of really really strong out of the box functionality so you don't have to build your topics from scratch uh servicenow gives you those through itsm virtual agent conversations hr and csm as well so a lot of the things that are repeatable from organization to organization that give you as as part of this as well and there's the core piece of it that that comes into play as well which kind of turns on everything all at once so with that being said what i'm going to do is kind of just transition into a live demo of virtual agent within servicenow just to kind of give you a better idea of how this works all right so um what you can see here is basically we have the virtual agent interface right so whether you are using this um for customer service management hr or it you can embed it into the service portal it's very drag and drop and it's also supported on mobile as well um so here's an example of this coming up you have the interface the bot responses as well as what the user wants to type in and what's really nice is the user can type something in and there's what's called natural language understanding so this is a really strong piece of this where people can type something in and you can actually train servicenow through machine learning to actually respond back and guide them towards the right topic as part of this so if we go ahead you can either type something in or you can actually pick from a topic that exists so for this one here let's just say i wanted to go help go ahead and get help with a product the system is going to ask you to briefly describe your question or issue and for example let's let's say that i had a you know a question about my computer and what it does is it's going to bring up everything in a knowledge base so if you have relevant knowledge articles related directly to a product or something else those can come up and those can really help drive case deflection as well and if someone you know if they're not able to get their issue resolved virtual agent can even do things like going ahead and creating you a case so it will ask you do you want to create a case and it can actually auto generate one for you right from the client which is great and you can obviously click the link and get taken to it there's all types of other out of the box topics as well and of course you can build your own but just to kind of give you an idea of other things that you can do as well if i wanted to start a new conversation here let's just go ahead and start up a new one just to see some of the other things that it can do you can do things like you can choose uh to get transferred to a live agent you can check your case status so if i wanted to see all of my outstanding cases and actually see where something is you don't have to call in to actually get more information about the status of your of your case or your incident or something else also from the top here as well like you know like g was saying you're not always going to be able to resolve your issues um directly through virtual agents you also have the ability to call support so this ties in very nicely to 3c logic solution where it can actually route you directly to an agent through the phone or you can also pick to get routed to a live agent directly from there as well so what i'm going to do to kind of just give you a better idea of some of the capabilities that you can have around virtual agent so we're going to go into what's called the designer and this is really where you can actually create your own topics you can actually you know copy out of the box topics as well and then build them depending on your organization's use case so for example the one that i just picked here let's go ahead into this get help with a product you'll see that what's really nice about this is it's very no code low code it's a lot of drag and drop functionality building a workflow about how you want to interface with uh with your end users or your customers right so you can see that there's someone typing in a short description you can execute a search against the knowledge base if the user is not able to find what they want you can actually go ahead and auto generate a case directly from here and you can actually embed other topics within other ones as well so you can reuse them so that's a really nice piece you don't have to recreate things from scratch obviously if you wanted to you can embed scripts but you can do things like responding with images cards which show newly created cases you can present users with lists that they can pick from and all other things like that so really a ton of capability around being able to design your own topics depending on your organization's use case and obviously you get a ton of these different topics that servicenow gives you out of the box with virtual agent whether it be for hr csm or just itsm as well one of the really nice pieces is how easy it is to set this up so you know typically for other you know implementations of other products i would say virtual asian is a lot easier to set up just by how servicenow does this so really you can configure things like a greeting topic an eric topic an error topic or transferring to a live agent directly from the screen so really easy to set this up it doesn't take you know a lot of going into these individual topics drilling down and deciding which decision to make you can make topics that are actually universal to everything so really they gave you a great way to be able to to do this as well as setting up natural language understanding for your topics as well they do give you you know what are called utterances so depending on what someone types in you can direct them to a topic directly from that utterance so again there's just so many different pieces that you can do for your organization's specific use case in continuing to deliver better customer service whether it's driving case deflection and saving your organization money while also having a great user experience by allowing them to self-resolve or if they need to it can tie in directly to you know something like 3c logic solution where you can actually do it you know directly from virtual agent and just call in if they're not able to get their issue resolved so what i'm going to do is actually go ahead and transition back to g at this point so i'm gonna go ahead um and he's gonna talk to you a little bit about open frame thanks josh appreciate that so yeah so so picking back or picking off where you left off so what is open frame uh well open frame is a uh is a platform component within servicenow that allows you to embed voice uh as part of the agent experience within servicenow which i'll show you in a live demonstration and for those who don't know what cti stands for it's computer telephony integration so effectively what you're doing is allowing agents from a single agent workspace on this case the service knowledge and workspace to have telephony be part of that agent experience and solve for that telephony channel as a compliment again to all the things that that josh covered so some of the value propositions one an integrated cti is going to give you that single agent experience uh if people are working from home today which obviously is sort of the growing trend uh they don't necessarily have the luxury of having the same multi-screen capacity that they might have or been used to in the office so being able to put everything in a consolidated yet workable fashion cti sort of allows that for you on the flip side uh it again is an extension to the digital channels that servicenow uh solves for so now you're trying to solve or actually bring together really a complete omnichannel experience and the goal here is not to weigh one channel against another so much as to make sure or acknowledge the fact that customers are going to call you from everywhere and so at that point or may try to reach you across multiple channels at which point you just want to make sure that you're available on those instances you can also leverage information from servicenow to help really improve the customer as well as for that matter the agent experience so by that i mean no different than the way you're in which you're using knowledge base to present articles using the virtual agent when you have a customer coming in through a live feed like telephony can you identify who the caller is why they might be calling and more importantly who's going to be the qualified agent to fulfill facilitate that inquiry and then what can you automatically present to the agent from the servicenow purview that's gonna allow him to just dive into that inquiry so an example would be let's say josh is a customer calling in about an issue that case happens to be a case assigned to me as the agent wouldn't it be an amazing experience if i as the customer could automatically be presented to josh um so that he can go and tackle my issue because presumably he's the one most informed about what it is that uh that inquiry might require and last but not least uh you know we talked about remote enablement right the idea that wherever you're able to access servicenow you have an internet connection then presumably you have the equal ability to also field calls so again in this remote world that we find ourselves in can you make sure that if and when people call and again it's typically when things have reached a degree of escalation so typically it's relatively important that you're available can you make sure that you have that business continuity regardless of where your agents may be right and so if you talk about the components number one servicenow open frame it's a platform component that's available to you in all releases since madrid um you just have to enable it we'll go through some of where where that resides within servicenow and how you can leverage it and again in this case we'll use our own solution as an example and at the same time the goal here is to not just solve for telephony but all the workflows that go into it so some of the typical acronyms you might hear an ivr or an acd skill based routing these are all fancy terms for workflow management um so i'll show you just how you can easily create a customer experience no different than the experience uh that it takes to build uh you know the virtual agent and then again using uh asr or advanced speech recognition or text-to-speech um you can still do self-service use cases over telephony but if and when there's a need to you can obviously forward it to the most qualified agent uh and hopefully at that point they'll have the tools available to solve the issue right then there okay so the first part we're going to start here is obviously within agent workspace um this is where the agents would presumably be the recipient of any interaction uh be it a chat a case item a ticket in this case or or a call this is presumably where you'd want them to operate from so uh agent workspace obviously your work can come in through your inbox the cti is this phone icon here in the bottom left-hand corner so the frame itself is actually open frame in this case we've used 3c logic to embed our telephony application um but to the agent it's one seamless experience right um one of the things that you can do with openframe which is quite cool and i'll show you how to administer that in the background is you can actually allow for calls to be synced side by side with the other digital channels in other words you can have a universal agent status they're not marking themselves available in one platform for chats and another one for telephony it's all one single experience so if i go ahead and mark myself available for calls you can see how now this agent uh is available uh and qualified to receive any interaction across all of these channels including telephony which we are bringing in natively into the servicenow experience and what's cool there is when you talk about channel management if you were to do something as basic as doing an outbound call so i'm going to go ahead and do a click the call from servicenow it's going to call my cell phone here i'm going to go ahead and accept right what you can see is i have all of the telephony call controls um and at the same time servicenow is equally recognizing that i as an agent i'm on a call it'd be great if you don't distribute additional work items to me because it's quite likely that i may not be in a position to address them in a timely fashion so if there is another case or a chat that presumably could go to another agent who they are available go ahead and send it to them until i'm done with this call so again the same thing could be done in the form of a screen pop in the interest of time i know it's a friday i won't go through an entire inbound ivr call but you can identify an individual based on the prompts that they give you and it could be their case number it could be their phone number and so forth but everything and everything that happens at the end of an engagement can be tracked inside of the phone logs and tied back to that customer case ticket whatever the service record within servicenow could be and you have all the relevant information both previous calls as well as the ones that may have just been concluded in terms of what was the duration what was the satisfaction of the call based on maybe outbound sms surveys or telephony surveys that you might send to the customer post call as well as a link to the call recording and then you could get into very interesting use cases like speech analytics and sentiment scoring um which is something that's a whole different topic but again something that you could weave into the fabric of your servicenow investment so again the goal here is for telephony to be an extension that is complementary to the digital channels is not meant to be a replacement again we actually fully support the the idea behind called deflection there are some things that really should never go to an agent for example something as simple as a password reset or a question that has already been addressed previously and is available to you in a knowledge base but if and when there's a need to you want to make sure that your door remains open and that the access to your agents is actually streamlined so if we go into a little bit of what that looks like in the background and we look at the administration couple things so first open frame again is a platform component within servicenow you can manage your configurations uh depending on which solution you choose to use open frame to embed telephony again selfishly we're using our own product here 3c logic but you can see how you can actually create your own cti skus and have access to or point to the appropriate underlying service that's going to fulfill the the telephony uh use cases you can also tie into advanced work assignment so again the ability to allow the synchronization of multiple service channels um is done and configured in the background within servicenow so if i pull up service channels here you can see that this is where i can establish my case uh workflow management my call workflow management as well as chat and instant and so forth all of which are native to servicenow with the exception of telephony but is leveraging open frame to embed telephony as part of the total uh customer service sort of supply chain or or customer service chain when you talk about the administration one of the things that i know in our case we've done that's unique but that's going to sort of mirror what josh has shown is we've embedded the telephony functions the administrative components that actually sort of control the open frame the cti and ultimately what the agent and customer experience might be so very quickly you can see how we've got different projects cues the telephony prompts that you might want to give to individuals when you talk about building call flows and you'll see this is going to look very similar to what josh was showing when it comes to building uh chats within virtual agent is the embedded iivr which again ibr is just the call center terminology for call flows you can build advanced dynamic flows that no different than in virtual agent will query and look up information about an individual could be based on their phone number it could be based on information that you've prompted them to give you for example what is your case number or what's your employee id number as another example so you can check is this person a vip person as defined in servicenow you can also do fancy things where you can automatically query are there any announcements that we should as an institution proactively give the customers based on the status of certain functions or infrastructure within serv within our organization so for example you could have uh you could create what we call an outage table that says hey uh call flow please check if there is a known outage and if the answer is yes then use you know text to speech to dynamically add that message into the ivr until the time where it's no longer applicable and you can change it to no so all of a sudden now your call flows are leveraging information that's in service now to not only impact how you route but to whom and more importantly what is the information that you're going to present to the uh to the service now or the in this case the customer service agent so they can actually facilitate the need right so josh with that i'll pass it back to you or i think i saw some questions coming in awesome so thank you that was really helpful so i think what we wanted to do now is just kind of open it up um for some q a um lauren did you kind of want to just run through some of these q a that came in during the presentation yeah it looks like we got a bunch of questions coming in so i'll just read them out and then g or josh you guys can take turns answering see who it corresponds more to but we'll start off with this one how can i get live agent support when i'm using virtual agent yeah so live agent support is a topic within virtual agent that you get out of the box and what you can actually do is you can if you're leveraging agent workspace in servicenow or you can use the collaboration tool to be able to use more of the legacy chat you can actually transfer people directly to live agent by allowing them to select it as part of one of as one of the topics that's presented or midway through a you know a topic if they're not able to get the help that they need you can just auto route them to a live agent that way as well so there's a few different ways that you can do it as part of it awesome um can you speak to some of the analytical capabilities of virtual agent and open frame yeah absolutely gee do you want to start off with some of the analytical pieces of open frame so there's a couple options just quick uh update to the last question you can also when you click contact a live agent that could also create a request for a callback that would automatically get routed without you as a customer having to sit on hold waiting to receive an agent so there's a couple different uh you know ways that you can skin that cat uh to josh's point with regards to reporting and analytics uh we breezed through it i mean the goal wasn't to to go deep so much as give you a broad sense of what open frame can do but any and all the call data that gets stored back into servicenow becomes data and attributes that you can use and commingle within the servicenow reporting framework it could be the traditional framework or it could be something like performance analytics uh and the benefit there of course is now calls are being incorporated into the native data that for example virtual chat uh or virtual agent would bring into the fault right josh exactly yep and uh there's there's a ton of out-of-the-box capability around the dashboards that you get with virtual agent um there's actually a performance analytics dashboard where you can really start to see case and incident deflection how long people are interacting with these virtual chats as they come into your portals or on their mobile device you can see where people are accessing them from whether it's desktop or mobile but really start to get an idea around the money that you're actually saving using some key kpis that are given with the dashboard that you get awesome someone asked when we integrate virtual agent with slack we need to say hi to invoke it is there a way to invoke virtual agent with anything for example hello hey anything like that yeah off the top of my head uh there may be a way through what are called slash commands so essentially what those are is if you start in slack by starting off with a slash um and then putting in a certain word that is pre-configured you may be able to start it directly from that so there may be some opportunities to do it through that that method awesome um how can you go from a chat to a call yeah so there's a few different ways in virtual agent um you can do that so probably the most common way is there is a button at the top of virtual agent chats where if users click it they can actually start a call directly from the window so it will launch their default application on there that they have set on their computer for calls so whether it's skype or another application you can actually build a number into virtual agent that it always gets routed to so that's something that you can do directly from there and i don't know g if you want to add anything to that as far as creating a call directly from virtual agents well that's that's one option of course um you know people may not want to hold uh so you know i'd like to get into a queue present you some details and then when you have an available agent have them call me um so it's called a virtual hold so you get put into a queue and you're in line but you aren't physically waiting until you reach an agent so you can create those those cases and those cases can be presented to agents and once they're accepted it automatically creates a call to the customer so there's a couple ways just like you mentioned josh to do it it's just a matter of pursuing the one that makes the most sense depending on the use case absolutely you have a couple more questions um how can you make sure you have the proper distribution of work for calls yeah so that's so it has everything to do with skill-based routing uh at the end of the day uh and agent skills uh you know some companies agents are multi-skilled so you have one big queue and it just goes to next available agent whoever has the low or uh highest idle time to make sure that you are distributing the workload of course it's not always the case that agents are equally skilled or you might have different agents that speak only a subset of languages and then there's also that's just from the telephony side there's also the additional layers that you can incorporate with regards to what's known about the customer and the agent uh from their profiles within servicenow all that can be taken into account to make sure that calls go uh to the appropriate group and then you can have failover groups so if your group is getting overloaded um real-time dashboards and uh and wall boards can alert a supervisor uh as to whether or not you're now you know uh exceeding or not meeting your slash and so you can add agents to queue so knowledge is power if you know where the issue is you can resolve it but it's all part of the call flow management it's at the core of what we do but again in complement to the information that's known about the individual and the agent in service now so that you can also uh you know use that to to maximize you know how quickly you can get a customer to an agent awesome and what are the plugins that are required for telephony yeah so open frame is one of them it's a it's a free platform component it's really just the case of having to enable it one of the common questions we get is if i enable open frame is is all of a sudden a cti gonna be popping up for every agent uh or servicenow user the short answer is no you can make it specific and roll enabled um so that primarily is what you need um and then of course you would need this example if not 3c logic at least the underlying telephony application that's going to manage the calls and the actual call media and signaling itself it's all browser-based so there's no download uh in that regard you just have to enable the appropriate permissions within servicenow and then have you know in this case 3c logic uh available as well awesome now we have a couple questions coming in about licensing models or price of cost um josh maybe you could cover virtual agent and then gu cover 3c's license model yeah so for anything really related to the licensing around virtual agent i think i would probably defer to your sales representative from servicenow in regards to any of those questions they're probably the best person to to reach out to regarding that information so with regards to 3c logic i would echo the same answer it's not my job to provide pricing but i can tell you that the model it is a license based model um so very similar to to how servicenow is is is is modeled um and then there are different forms of deployments uh when it comes to minutes and so forth but it's a licensing model and depending on the the number of agents you have and you know the the the complexity of your call center or the one that you like to build those all are taken into account which is where a scoping discussion would be the proper avenue to pursue to really give you something relevant to go by awesome and someone else asked about the timeline for implementation so i'm assuming it would depend on the scope of the project it does uh what i'll say is is um at least with regards to what we fulfill within servicenow we do a lot of side-by-side deployments uh with servicenow projects i mean we've worked side by side with glidefast so typically you can actually simultaneously deploy both you don't have to break it up in phases most deployments on average are measured in weeks um this is not a six nine month or or one year program usually you're up in in about six to eight weeks give or take again of course you know how long's a rope the size of the project can have can move that a little bit but that's typically where you find yourself and that includes training configuration um and all that stuff um but that looks like all the questions that we had so i'd like to announce the winner of our 50 visa gift card and it looks like the winner is sarah burakowska uh sorry if i pronounced your last name wrong but congrats sarah um your gift card will be emailed to you directly um thank you to everyone for attending today's webinar we really hope you enjoyed it found it insightful thanks to g from the 3c logic team um i know it's a friday but thanks so much for that wonderful information thanks to josh um for stepping in and giving us some of his time and speaking on virtual agent and just so you all know um today was the last on air for glide fast for the next month but we are returning in the fall so don't worry we have a lot more content lined up for you guys thanks everyone have a great weekend [Music] [Applause] you