In the Utah release, we’re introducing several innovations that we’re thrilled about. Here, we’ll share what’s coming for Virtual Agent and NLU.

Virtual Agent

It starts with making the Virtual Agent widget more visible and engaging to your users. You can now build a proactive pop-up message from the widget to display messages and to directly open topics. This helps to improve adoption and greater issue deflection.

A long-time favorite customer request has arrived – Automated Testing Framework for Virtual Agent topics. Generate and manage test case(s) to ensure the quality of your chatbot and that changes you make do not affect your conversations.

To better support Teams and Slack integrations, we shipped a new Messaging App Integrations page, found in the Conversational Interfaces Home page (under Settings > General). This allows you to effectively install and manage your enterprise and consumer integrations for the Virtual Agent. If you're using Microsoft Teams, you get an enhanced linking experience. Slack users can now access multiple ServiceNow instances for a single Slack workspace.

NLU Updates

In the Utah release, Expert Feedback Loop has been integrated data directly into your NLU model and test set. We’ve also added Dutch and Italian language support for entities. Portuguese and Brazilian Portuguese are enhanced by adding system entities.

See the complete patch notes for Virtual Agent: Link

See the complete patch notes for NLU: Link

Start your upgrade process for the Utah release today!