Quick tip: If you are not sure who your HI Customer Admin is, you can click find out by accessing "Who are my ServiceNow Admins and what can they do?" through the HI Service Catalog.

NLU Conversations

Last month, we launched the re-implementation of Virtual Agent in the HI Service Portal (take a look at our blog postings in the Community). With this comes the enablement of newly available Natural Language Understanding (NLU) capabilities in the New York release.

We’re excited to be the first to showcase this technology and hope it will increase Virtual Agent’s overall intelligence and ability to comprehend more questions. NLU should provide an improved experience with personalization and a more natural, conversational flow.

Virtual Agent’s abilities and intelligence will continue to improve as we go, and we’ll continue to train it to understand more variations of how to ask the same question, or in “NLU-speak” – utterances. The continual training will enable the NLU confidence scores (that it understood the correct intent) to improve. Similar to how Siri and Alexa have improved over time, the hope is that you will come to rely on VA to help get what you need faster and more efficiently.

Idea Portal

Idea portal on Community went live to all customers last month, allowing better visibility & crowdsourcing of product ideas. Customers can now submit ideas for product enhancements, have them voted on by fellow members, and the top ranked ideas will be routed for review by product managers. Post-go-live, we have seen more than 850 Ideas submitted, including 5 ideas that have received more than 90 votes.

Highest Voted Customer Ideas:

* Create a public ROADMAP of features/plugins for upcoming releases (Vote count:150)

* Compare cloned widget to new baseline version (Vote count: 120)

* Preview attachments without having to download them (Vote count: 92) - Available in NY!

You can learn more about the Idea Portal here.

Previous Episodes of HI Service and Support Updates

Episode 1: We outlined details like how you can open your Cases in separate tabs. Also we showcased how you have the ability to download critical information on your instances. Read more.

Episode 2: Newly released features such as the "What's New Zone," NLU Virtual Agent conversations, the Idea Portal and Close the Loop functionality were discussed. Read more.

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If you don’t know me already, my name is Teena Singh. I represent a dedicated team of professionals that is focused on building awesome experiences for you to manage your ServiceNow customer self-service and support needs. My focus is your customer experience across our self-service properties. In my role as Outbound Strategy Manager, I want to hear from you about how we can improve your online experiences across Service Portal, Knowledge, Community, Virtual Agent, Mobile & Social Media. Email me (teena.singh@servicenow.com), provide comments below, send me feedback via the HI Service Portal, or let's sit down for coffee at a SNUG or Now@Work event.

Let me know how I can improve your experience to obtain online service and support from ServiceNow!