hello everyone welcome to virtual agent Academy we have a guest presenter today Lars I will turn it over to you to introduce yourself and go ahead with your presentation all right Thank You vasila welcome everybody today we're going to talk about my implementation on the virtual agent functionality so let's get started welcome everybody to this presentation today I'm going to talk about our third - agent implementation which is a co fit 19 chat bot it's called Medical Response for you and we covered it in into an app today I'm going to focus on the high-level aspects and the approach that we took to make this and I'm not going to dive into details on the configuration part that's AB scope for this presentation so let's get started first I'm gonna quickly introduce myself I'm a virtual agent consultant at that information I've got my food - agent micro certification and I've already got quite some hours in experience in the virtual agent configurations I'm that's basically because I worked on the disapp medical response for you as a background quick background on me I was an IT researcher at a large Dutch bank on integrating customer journeys into enterprise architectures I was a software configurator at a local software company and I studied business informatics as my masters and Information Sciences as my bachelors by the way during this presentation you can ask questions in the chat and I'll be happy to to break the presentation and to answer the questions that you have so the agenda for today first I'm going to talk about what is Medical Response for you and then I'm going to talk about the virtual agent approach that we took next I'm going to talk about the high-level overview of the app and it last but not least I'm gonna give you a demo to show you guys our implementation so what is Medical Response for you well as a problem statement when Corona broke out emergency rooms GPS and other first line supporting staff and health care systems were overwhelmed with the amount of questions that came in and on average it takes the stuff quite a long time 15 to 45 minutes to determine whether the case is urgent or not and often they are not that urgent so obviously this limits the ability to focus on actual urgent cases which is an issue that we wanted to tackle by using virtual agent functionality we wanted to create a fertile agent that answers cope with 19 questions that come in and we wanted to base this in from a basis these answers on the information that we received from the Dutch National Health Institute Institute of Public Health on the government website also we wanted the virtual agent to facility facilitate the government in a gov 19 self-assessment so people can assess whether they have symptoms or not and what actions they should take and here we wanted to put priorities into people so that only the priority the high urgent cases will be connected to a doctor and that way we want to separate urgent cases from not urgent cases also we want to store information that is given in the self-assessment so that later on a doctor can access these details to help them better in a better way and we wanted to implement various ways to get in contact with a doctor or assistance for example call a doctor directly or speak to a live agents or be called back later by a doctor or assistance or stay in contact by email so that's what we wanted to to put into this in this app and heading over to the approach that we took and basically the approach that worked for us we got four main steps and it starts with determining the content now often people will say oh it always starts with the goal but the goal I just showed you on the previous slide we already had a clear mind set on what we wanted to solve for what we wanted to put into this for two agents so for us this step was the first step determine the content in the virtual virtual agents as if the next step we wanted to determine the flow logic of the of the virtual agents and then we're going to choose which four to agent approach we're going to take as a final step we're going to implement what we have in mind so this these are the steps that we we see as our approach for this I'm not saying it's the best approach is the approach that worked for us quite well so coming to the design we start with determining the content so we already had our source of content which is the Dutch Public Health Institute website where we found a number of questions and answers that we divided it into three main categories we saw a lot of questions about ghovat 19 in general we saw many questions about precautions spreading and quarantine we saw a lot of questions on the medical conditions painkillers and pregnancy and we wanted to implement the self-assessment which leads us to four big category four main categories to implement and to determine its contents we made some we made a document with all the questions and answers so to ensure that all the information is there that we already have it so we see the question and the answers as well as for the self-assessment with stop where are the main symptoms what are the factors play parts what are their weights they have in this part so that's right that's it for determining the contents then the next step was to determine the flow logic now as it's a big image as you can see this is the moment where we sketched our flow basically so we already had our questions or answers and the parts that we want to implement in the self-assessment and here we used a - outside of service now in this case we used lucid chart but there are a number of visualization platforms out there to use and basically this shows you this gives you the possibility to review the content and the flows first before actually implementing it this allows it to to make easy changes before you actually have implemented it which will could save you a lot of time later on so I think this is and this is an important step step here - when you're talking about virtual agent approach so as the team agreed that this would be the flow logic we had to choose a virtual agent approach so in my opinion right now there are three main options that you can choose to implement your virtual agent in a way the first option is to create the whole flow into one topic the second option is to use reusable topic blocks and trigger them through a non reusable topic and a third option is to use keywords to jump from topic to topic and in this case this is to jump from a non reusable - no reusable topic well each each option has their own pros and cons and to be honest in the beginning we went for the first option we just started creating it we like to just plug and play and just try to weed first we basically tried because it's new functionality we're new to it and we went for the first approach but what we realized is it got big quite fast which resulted in the editor becoming quite slow as well as the its it became hard to keep overview so we kind of concluded that this was not not the solution to to to use it's not really scalable sorry so we had to choose another approach we had to rebuild it and we had two options for it to give the pros and cons for that for the using reusable topic blocks let's say soup flows it's decently scalable it's easy to use and it narrows down the possible paths based on conditions though it's not a real chat bot but more like a rule based answering system on the third option to use keywords this is the best scalable option it's also a real chat bot it's a real dialogue but this requires quite some input from the user they have to say the right things to get to meet their objective and this put some weight on the user and we already had our flows we already had our possible path determined and we didn't want to the user to diverge from that so in that case the second option applied for us the most so we went for this approach now we're going to the implementation part so in a nutshell this was our design that we have a main menu and we have for as it flows the about Cove in nineteen in general medical conditions painkillers and pregnancy precautions spreading and quarantine and the self assessments and after diving into one of the sip flows they can go back to the main flow or they can stop so that's the app on a high level so when we take a look at how the main menu actually looks like it starts with greetings and we give them a menu where they can select one of the sip flows so there's the self-assessment here then the about Cove 19 and then the other ones as well after that we give them a link for more information which is linked to the public Dutch national Health Institute website we ask them for any questions and if they have more questions we direct them back or if they don't we thank them and for using the medical agents so that's it on the main menu if we take a look at one of the categories that presents knowledge to the user so like that there are used to answer basic questions we see that it's quite a horizontal flow it's basically giving them a menu they have to select which question they have and the answer is given and the soup low ends and it goes back to the main menu so the self-assessment as you can see is a vertical one and it's it's quite big I I understand that it's it's it is manageable we found it manageable but it's still it becomes large rather quickly I can say but this one was manageable compared to the first one that we implemented everything in one single topic so I'm not going to get into this in detail but I'm gonna give you the overview that we made in the beginning the conceptual design which is we start the self-assessment by asking their temperature and this is also the moment where we create a record then we ask the user what are they one out of three or two out of three main symptoms so the main covert 19 symptoms are the temperature if they have a fever or not sure if they have shortness of breath and if they have a dry cough if they have one out of three symptoms they get a message that they only have a fever or they only have a dry cough and they have there are priority three if they have no symptom there will be a priority for and the record gets deleted as you see can I can see on the right bottom if they have three out of three or two out of three symptoms they go to the left we ask them for additional symptoms we ask them for the period of their complaint the severity and at the severity we split the people in two if they if their severity is seven out of ten or between seven and ten they are priority one it's urgent call a doctor speak to a doctor directly and if their severity is one-on-one until six and they are priority two and they are told to monitor their complaints they are given to the option to stay in contact either by being called back either by giving their email and they will get an email back or not and in the priority three we give them the option to get the email back now I'm going to give you guys a demo then I'm going to go to the implementation so we included the virtual agent widgets on the service portal and as I open it the virtual agent starts saying hi my name there my name is Nico I'm a medical agent and an expert on covered 19 and the main menu is presented so here we have the four soup flows that we talked about earlier on so this is the self-assessment I feel sick what should I do the other ones are about knowledge questions that can be answered so let's go for a knowledge questionnaire let's say we want to know something about precautions related and related to go of 19 and I think I should refresh this because there this is not usual behavior actually okay what would you like to know let's say what can I do to prevent getting affected by the virus so here it dives into the sub flow it gives the answer and we go back to the main menu so we get back to the main menu and we go for a different approach let's say I have a question about painkillers I'm pregnant should I be extra words know the virus reacts the same way to pregnant women compared to women that are not pregnant as far as is known co19 does not give an additional chance for miscarriage or disorders based on the current data the consequences so actually the the answer is presented again and then it stops so going back to the main menu let's do the self assessment because that one is more interesting these are all very very similar in their behavior I feel sick what should I do let's together perform a self-test did you measure the temperature so if I say no here it will say hey please measure your temperature we need it for the self assessment so I'm just gonna press yes here so my body temperature is 39 degrees I have a small fever not that high you have a fever let's dive deeper into your symptoms do you have any shortness of breath let's say I only have a fever I don't have any shortness of breath and I do not have a dry cough that means we are a priority three because we only have the fever as a symptom it will say there is a chance that you have ghovat 19 but besides fever you have no symptoms of cough 19 that's right now we do not see the urgency to speak to a doctor right now so this is the moment where urgent cases get separated from non urgent cases please stay home rest in the void contact with other people stay in your room as long as you feel sick try to keep your distance do you have any other health issues let's say my neck hurts I'm not sure whether it's but it's related would you like to be in contact by a doctor um yes let's be in contact with the doctor I give them my email do you want to leave your name for us this helps the doctor find your information let's say if them my name thank you for your so apparently there is some error here you can find a valid record that's a bit strange because it wasn't acting like this but what I wanted to show you guys is that now that we use this the doctor can actually see the records go to the table you see that the record we just created we are lost for numbers priority three we have a body temperature of nine and thirty nine degrees we have no shortness of breath now drag off additional symptoms my neck hurts these two fields are not applicable in this situation as well as age and other health issues and we have an email contact type email and contact type email means that the person wants to be emailed back so that's one of the various ways to stay in contact and the benefit of this is that actually the doctors in the meanwhile didn't have to have this person on the phone for thirty minutes because the federal agents picked it up so let's go for a different scenario so going to end this conversation and reopen the virtual agents hi there my name is Nicole we go for the self assessment let's say in this case we go for a priority one scenario so my body temperature is 40 degrees I have a fever and I am having shortness of breath and let's say I also have a dry cough for example do you have any other symptoms please describe again my back hurts for how long do you experience these complaints let's say I had longer than two days how severe would you rate them pretty severe seven to ten do you have any underlying medical health issues besides the previous complaints like issues which are long so please what I'd say my lungs hurts what is your aids to the five years old your situation seems to be severe and help seems urgent do you want to call a doctor right now or speak to a live agents let's say we want to speak to a live agent to show you this functionality is also possible in a virtual agent and what happens is that I'm long locked in here as a on the incognito modis and if I go to a different user that is assigned as the live agent now I see it's loading I don't know why it's loading yet I want to impersonate the individual let's say I need to refresh this I think we here we see the record again made that we just created let's go to impersonate Lamia Susi she's our medical agent let's say and here we can see on the connect jet that a conversation is waiting and what we have right now is that Lamia can help us hi so by using the live agent functionality she can now help the person further in case science it's urgent it is necessary to speak to them in person or pick it up from here in the other case I could have chosen for call a doctor directly and a phone number is given but this way it separates the urgent cases from the non urgent cases so again on the records we see that the if we fresh this we see the record again priority-one body temperature is 40 these are all the inputs that we were given shortness of breath yes strike off severity seven to ten longer than two days of period of time my back hurts and my lungs hurt so this is basically what the doctors or assistants could access and could help the person further so that's it for now guys I hope you have any questions I'll be glad to to answer to answer them I have a question for you it looks like really invested heavily in defining a good user experience using virtual agents can you maybe speak to the value you bring to an organization and how much time you know this would save an organization from going through the the building the testing the design phase themselves so I'm not sure whether I understand your question you asked me that the the branding or the the user experience is important but how is it related to your question that companies would use this could you rephrase your your question please yeah absolutely so just the value that the platform ation solution would bring to an organization if they chose to deploy the platform ation solution as opposed to custom building something themselves yeah so the the benefit of that is that there's will if you take it from a medical perspective so literally the app it will reduce the amount of effort that doctors will have to spend let's say in a hospital implement wants to implement this app they don't have to talk on the phone for 15 to 45 minutes to answer a specific case that is not urgent so there is no employees necessary anymore for a lot of cases and it's a single point of access it can speak to multiple people at the same time without an individual actually necessary and only the urgent cases will come to the doctors or to the assistants which is one of the one of the benefits so if you take it from a more general level and take it out of cope from from this this app the these benefits that I just got can be applicable to every organization if you take away the concept that this is just a medical agent this can be used for for any type of questions or answering questions without an individual or employee needed it's it's a single point of access the benefits are actually the same in that way so there's no so no employees needed to answer questions let's say it's late at night and someone is working and they at 11:00 p.m. they have a very important question but there's no one to reach out to because everybody stopped working then they have the virtual agent that could answer that question if they have such an implementation so there's a lot of potential benefits here to adopt yeah that's definitely helpful and I think I would do encourage to explore that option in the app store right I think you host it in the ServiceNow app store is that correct Claus yeah it's in the search now app store that's great well this was very helpful thanks a lot for your time and this will be shared on the community so if you still have any other questions please feel free to leave it in the community and we'll be trying to answer your questions as soon as possible thanks everyone and thanks what thank you thanks for having me