See here for past Virtual Agent Academies. You can also view the YouTube playlist. For the most recent Academies, visit this page.
2022
| August 9, 2022 |
Using analytics to optimize Advanced Work Assignment |
| July 26, 2022 |
Using dispatcher topics for a great Virtual Agent experience |
| July 12, 2022 |
Manage and secure your IT and HR conversations |
| June 28, 2022 |
Improve NLU model performance with new feedback and testing tools |
| June 14, 2022 |
Get user feedback from your Virtual Agent and Agent Chat conversations |
| May 17, 2022 |
Routing work based on skills in Advanced Work Assignment (AWA) |
| May 3, 2022 |
Using AI Search and other search tools with Virtual Agent |
| April 19, 2022 |
How to launch your Virtual Agent with different experiences |
| April 5, 2022 |
Send a Virtual Agent notification via Flow Designer for an expiring asset |
| March 22, 2022 |
Use geolocation in Virtual Agent to provide directions in Google Maps |
| February 22, 2022 |
Enable rich media and video in Virtual Agent Guest speaker: Mark Roethof |
| February 8, 2022 |
Automatically translate your NLU model and VA topics |
| January 25, 2022 |
Increase agent chat efficiency with auto-pilot and quick actions |
| January 11, 2022 |
Measure success and user journey with conversational analytics |
2021
| November 30, 2021 |
Improve your NLU performance with Model Optimization |
| November 16, 2021 |
Embed Virtual Agent in any website with Engagement Messenger |
| November 2, 2021 |
Optimize Virtual Agent topic creation with analytics |
| October 19, 2021 |
Improve agent routing to your users with pre-chat survey |
| October 5, 2021 |
Enhance your out-of-box Virtual Agent conversations |
| September 21, 2021 |
Proven principles to create successful chatbots - Conversation Design Institute |
| August 24, 2021 |
Shift-based assignment in AWA |
| August 10, 2021 |
Microsoft Teams powered by Virtual Agent |
| July 27, 2021 |
Add more flow to your Virtual Agent with IntegrationHub (Flow Designer/IntegrationHub integrations with VA) |
| July 13, 2021 |
Maintain your Virtual Agent health with advanced NLU tools (Batch testing, conflict review.) |
| June 29, 2021 |
Unlock Password Reset abilities with the Virtual Agent |
| June 15, 2021 |
Engaging users with Virtual Agent on traditional service channels (Incident auto-resolution) |
| June 1, 2021 |
Mine your data with AI for compelling Virtual Agent topics (Topic Recommendations) |
| May 4, 2021 |
Provide global support with Dynamic Translation for Agent Chat |
| April 20, 2021 |
Expand your NLU vocabulary for effective Virtual Agent conversations |
| April 6, 2021 |
Gain insights into your Virtual Agent with Conversational Analytics (Conversational analytics dashboard) |
| March 23, 2021 |
Augment your bot with ServiceNow workflows with the Virtual Agent API |
| March 9, 2021 |
Build VA notifications to enhance your workflows (VA actionable notifications) |
| February 23, 2021 |
NLU Quality Conversations in Quebec |
| February 9, 2021 |
Impress your users with an intelligent, personalized VA (Custom Greetings & Setup, promoted topics) |
| January 26, 2021 |
Improve your conversations with Microsoft Teams |
| January 12, 2021 |
Custom Slack Integration |
2019-2020
| December 1, 2020 |
Using Search to refine User Experience |
| November 17, 2020 |
Streamlining the Live Agent Routing Experience |
| November 3, 2020 |
Defining and building VA NLU topics |
| October 20, 2020 |
Multi-Language NLU |
| October 6, 2020 |
From Keywords To NLU |
| September 22, 2020 |
Getting Started with Entity Recognition |
| September 8, 2020 |
Advanced Branding |
| August 25, 2020 |
Localization |
| July 28, 2020 |
Virtual Agent Paris Release Preview |
| July 14, 2020 |
MedicalResponse4u Demo |
| June 30, 2020 |
Simple Widget branding and customization |
| June 16, 2020 |
Re-usable Topic Blocks |
| April 21, 2020 |
Work-from-Home Starter Pack |
| March 24, 2020 |
NLU Model Tuning |
| March 10, 2020 |
Setup Topics |
| Feb 25, 2020 |
Analytics and Reporting |
| Dec 3, 2019 |
Getting Started |
Victor Chen