hello everybody Welcome to our 17th next experience Academy today we're going to talk about what's new in Washington for experiences specifically the UI theming and our conversational interfaces my name is Brad Tilton I work on our outbound product team for platform web ux and joining me is Sam I'm outborn product manager for conversational interfaces and platform all right next slide SL please we've got a quick Safe Harbor slide we may make some forward-looking statements we're product managers so what we say may happen in the future may or may not happen so don't make any financial decisions on on anything future facing you see here and then some housekeeping please use the Q&A for questions and keep the chat just for conversation so we we have people monitoring Q&A we will try to make sure every question gets addressed uh if it's something that we can address on this call so please use the Q&A for questions and the chat you can make comments and do other things in the chat we'll also be you know we get a a read out of the Q&A and so we'll try to make sure all of those get things get cancelled uh this session will be recorded we do some editing on these acmy so they're not up right away but uh they should be up within the next week or so so this will get posted on the next experience Community Forum all right and again these sessions are for you so please ask questions in the Q&A if you've got a question about anything ask it in there well not anything if you have a question related to uh next experience and the conversational interfaces that we'll be sharing please ask it in the chat we have some presentation and then we also have some demo towards the end uh and then we do this on the third Wednesday of every month at 1100 a.m. eastern and our next session is going to be uh March 20th that 11:00 a.m. eastern uh and in that session we will be covering what's new in Washington for UI Builder and workspaces so an important announcement we are merging the conversational interfaces Academy into the next experience Academy and AI Academy so advanced work assignments agent chat sidebar we'll be we'll be covering those in the next experience Academy and then virtual agent will get covered in the AI Academy and so this when those meets are every other Tuesday Tuesday for AI and again third Wednesday of every month for our next experience and then we've also got a research opportunity we'll leave the slide up for about 20 or 30 seconds uh so you have a chance to scan the QR code or take the screenshot of the link but if you're a platform owner portal developer admin we want to invite you to participate in some ux research uh we have a large team of researchers that are always doing research on different project on different products and so this is an opportunity to really give feedback to our research team that get then gets filtered through to the product team and goes into a future products so you know in this call I think it'll be portal related so talk about your customizations and pain points and what you'd like to see out of portal in the future all right so today we are going to do a little bit of an overview of next experience so just a few slides then we'll get into what's new with the UI with theme build agent chat AWA sidebar then we'll have a demo and then we'll have some time for Q&A at the end all right so a little bit of an overview we have been on a journey to rep platform our user interface for a few years now and we are a little bit of a ways through that Journey you know our vision is to you probably seen the slide to become the world's most uh modern and intuitive platform so we're doing that through low code we're embedding Ai and we're making this really scalable so we've been on this journey you know we had the new UI come out in San Diego the next experience UI we have been making we we came out with configurable workspaces uh in Quebec uh kind of a new way to work and a new way to configure that way to work we've been focused on usability in terms of UI Builder over the last few releases uh in Vancouver we turned on the next experience UI by default and uh we do have a lot lot of customers that are new using the new UI at this point uh really successfully in the Washington DC release we're really just continuing this journey uh building in more intelligence uh into our products and you know really just looking to drive this rep platform Journey so just a couple of things to to level set when I talk about the next experience UI we are talking about the primary user interface so you turn it on by enabling a property and you get the screen that looks like the one on the left here where the menus are across the top you can pin them to the side uh you can add more menus on the top all of that unified navigation goodness all of your existing Pages most of them should continue to work seamlessly when you turn that on and then on the right is what you have what we call Core UI or ui6 which is what it looks like if you don't have the next experience UI turned on all right one more slide before we get into Washington one of the things that we're able to do with this new UI framework that the new UI has built on is we're building out a lot of new experiences you can see on here the application manager we released in Vancouver the admin homepage and yeah a few a few different pages here uh we are trying to be a lot more consistent both in the technology that we use to build out all of these custom uis as well as the look and feel uh and how they work so that you as admins and Developers velers and agents can come in and use all of these different tools easily because it is a consistent and cohesive experience all right so with that let's get into what is new in Washington there we go so we'll start with the next experience so again this is the UI so one of the things that we've added is support for 4X Zoom 4X Zoom or four time zoom so now when you are way zoomed in menus will Reflow better this is just a part of our accessibility initiative uh we've got really exciting things happening in the accessibility space we're you know really investing in that area and looking to bring the new UI up to par when it comes to accessibility we've also added more items to the menu under the user preferences where you can now set language and region and uh you know you can see when you click in on that what that looks like again you know really getting to parody and just making it easier for users uh to personalize their experience in the new UI a really exciting one is the unified nav keyboard shortcuts so this isn't unique to unified nav we're really building in keyboard shortcuts all over the place so with the new UI you'll see some of this in workspace there's a new framework when you're building custom components where you can build in keyboard shortcuts for your components um this is documented in the doc site as well so you don't need to frantically take a screenshot of this page but just should allow people to be more productive as well as I think this is also an accessibility issue where you can allow people to do more things from the keyboard without having to use a mouse all right and then theme Builder version 3.0 all right so in theme Builder you can now do more component level editing so we had some of this I think as before in Vancouver if you installed the store version you could do a little bit of this we've added more components in the Washington version of theme Builder although I will call out it is a store app um so if you don't see these things make sure that you go check the store app version we do with most store store apps we do a true up which means that when you upgrade to the latest release it should grab the latest store version but sometimes there are some issues with the timing of that um so always if you don't see something you're expecting out of a store app you to go in and make sure that you have the most current version of that store app so again component level editing oh can we go back real quick there's also the wcag 2.1 contrast Checker uh which can be helpful you know it's a fairly simple addition but something that we've built in that should be helpful uh and then we're also working on adding more components to this over future releases so you're not going to get stuck with just these kind of base level components we're going to try to add more of that so when you're bu building out your theme you have a better idea of what it's going to look like all right and with that you don't have to listen to me anymore it is Sam's turn thank you Brad hello everyone let's see what's what is sidebar as I'm doing this session first time after we have merged conversational interface Academy with next experience Academy I'll be giving a little overview of the product before I talk about what's new being released for this particular product in Washington so sidebar it's a real time collaboration tool that's been provided in next experience let's say most of you if you're using connect chat or connect products in the Legacy UI you might be aware that we have connect support and connect chat both of the products would not work in next experience once you migrate to next experience so the alternate solution for connect chat is Side bar so what sidebar is your agent can interact with other agents and subject matter experts to get the help faster and solve the issues with high quality of resolutions this happens within the service now instance where agent doesn't need to go to multiple locations they can do it right on the recard task type for any case incident or interaction to start a discussion with other agents and subject matter experts so this here is a screenshot how this sidebar discussion window looks like so if you see here there's an agent who opened in a case and then on the right side you will see a sidebar discussion panel menu that's been available so where the you agent can see all the conversations discussions that she's been doing from the last week and also if you see the small window that's the active discussion that's going on between the agent with the other participants to help the agent Beth angelin to solve this particular case issue with returns online so you agents can do multiple discussions on this interaction record they can also search for previous messages in their sidebar discussions panels if there is unre messages it will go into the unre tab there so it's an quick and easy one for them to know which messages they have read which are still waiting for them to read and join and also they can favorite any messages for their future reference they can also save post the important messages into the activity stream so that the other agents who comes into this case they can quickly look into what are the important messages that they can quickly refer looking into the activity streams you can delete you can edit messages you can pin and you can unpin messages within activity streams and through sidebar you can also add participants from the Microsoft teams without Microsoft teams participants logging into service now with that said participants session is a new capability that's been released in Washington for sidebar so what this does is previously we had we had showed the list of all the participants when a agent initiating a new sidebar discussions Now using now model we are showing the top suggested participants for the agents who have already worked on the particular record based on the description and the category the llm will pick those participants and show them in the top Solutions like if you see on the screen on the right side so agent has looked for Charlie David David Lou and problem contributor a all of those users being suggested as the top ones because they have worked on a similar incident in the past that helps the agent to get the help faster along with that let's say the agent also feels like she wants to add somebody else or maybe someone has more information that she believes she can also look for other participants like Fred and add Fred into sidebar discussions so what you need to get participant suggestions first of all to get sidebar activated in your instance you do need to go to the store app and download Omni experience standard feature set once this is downloaded and activated then the second step is go to the store app again and download participant suggestions and then you have to go to conversational interfaces sidebar settings within your admin page and select sidebar and as you see on the screenshot on the right side there is a participant suggestion click click on activation and then go to the configuration settings view configuration and view permission let's see like when I click on view configuration what you'll be seeing so when you click on view configuration what it shows is it shows one extended capability and within this you can see one extended capability definition that I'm using a ml prediction API so this comes out of the box from service now but if you want to have your own script with your own ml predictions you can do those customizations and add the logic that you want how you want to show the suggested participants to your agents to help them add into their sidebar discussions now let's click on view permissions here so when you click on view permissions you will see a screen with participant session permission as an out of box we have we selected allow all groups but if you have any specific groups that you want to show this participant session only for few groups and few agents and only few set of group members into the sidebar discussion participants you can do those customizations here by selecting whichever groups that you want you can also filter by selecting a particular fee and look for the operator and you can enter the value so that will give you the search list and then add it to you select the ones that you want and only those groups will get saved for the sidebar discussion then let's go to the next one agent chat before jumping into what's new for agent chat I quickly want to give an a high level overview what exactly agent chat does most of you might have heard about agent chat or might be using agent chat so let's say an employee looking for some help connecting trying to connect with an agent through mobile phone desktop or Walkin or through other service channels based on the employee request there's an advanced work assignment which is in a which is our intelligent routing that will identify the right agent for the employees request and connects the agent with the employee to get their issue solved let's say if employee needs some HR case help for HR TI tier one agents and bring them into the conversation with employee likewise if it is an IT incident or any custom case type you can Define many things in the advanced work assignment here is another one if you are in the older UI version and then move to next experience be aware connect support product which was working in older Legacy UI experience is not going to work in next experience as an alternate solution agent shat with advanced work assignment is the best approach solution for you to migrate from connect support connect support is also deprecated last year March 2023 which means service now don't support if you're still using connect support product in your instance we have done multiple cies and workshops and also have lot of content that's available in our community so watch those videos in YouTube channel conversational interface Academy playlist and also go to our community page agent chat advanced work assignment and sidebar and search for connect support product you will find a detailed documentation with all the steps that you required to migrate from connect support to agent chat with advanced work assignment and this is just a quick visual view for you to understand how this transfer to live agent in agent workspace works on the left side I have a end user I will also be showing this in in a demo shortly so the agent is trying to get connected with an a sorry the end user is trying to connect with the agent here on the left side with some issue now on the right side the screen that you're seeing this is Agent workspace which is embedded within the configurable workspaces where your agent will go and get into the inbox and who receives all those interactions into the inbox once they accept they can start interacting with the end user and then what exactly happens in advanced work assignment while the right agent is getting assigned with the end user so here is a high level architecture so whenever an interaction coming from any of these work items it can be a chat cases walkup Center or incidents or any different service channels it gets routes to the cues that's been defined in advanced work assignment so when it's routing you can add your custom conditions whether it's based on the channel That interaction is coming or based on the context or the keywords or any related attributes to identify those interactions to put into the right que now here I have given some examples product chat building chat VIP chat critical cases for all those you can Define how you can Define your conditions in the route in the route in the routing to get them into the queue once the interactions and the chats or cases comes into the queue then it will try to assign to the agents belongs to the right group so during that time you can also add your assignment rules and add your custom assignment rules as well based on the agents availability you don't want to connect with the agents who are offline right so look for the agents who are online and assign the to that agent likewise the capacity like an agent how many interactions they can take parall like is it 5 10 or based on their time zones or shift basis you can Define all those along with that you can also look for like what skills those agents are having you want the high level skills match mandatory requirements or you want any general agent to get those interactions and later they can also pass from one group to another group so there's so much configuration and customizations possible in advanc work assignment there's a lot of content and videos available in our YouTube playlist so take a look to understand how advanced work assignment works so with that said getting into our Washington capabilities so we have released AI chat summarization for agent chat if you look at my screen the first right box it shows that chat summarization by now assisted so there is an agent interacting with end user who needs some help with the laptop and there is some conversation happened between agent and and user so now at the end of the N chat agent felt like okay I want to get the summarization I don't want to go scroll app and try to read again or create my own summarization let the system generate it so she uses AI chat summarization and get a quick short summarization into her agent chat to understand it and then she can also have it added into her rap time short description and chat summary so what does the rap means is once the agent completes the interaction they can click on the rap time or admin can configure giving one minute time so within that one minute agent is trying to wrap up what she have learned from the end user and what solution that she has provided all that information she can capture for that interaction record within that 1 minute and then end the wrap once she end the wraps she will be ready to take the next interaction that is waiting in the queue for her likewise let's say we also have the now assist panel on the screenshot if you see on the right side the dark color one on the top when you click on or gen AI icon just two star ones you can also select chat some mization so even now assist panel will also displays whatever the conversation that's happening on that particular screen it will pick the information and show the chat summarization now let's see what more chat summarization can do for the agent so now the agent has a chat summarization in the agent chat panel so now agent felt that she wants to create an incident for the end user request so she clicks on the new incident automatically whatever the chat summarizes that's been came in her chat window will be copied over to the incident record and it also picks a sh description based on the chart summarization and adds the description for the incident isn't it easy it saves agents time to not type again or to not think about overthink about what description and what short description that she has to give everything is being done automatic using our AI chat summarization this is a skill that's been added in our now llm you definitely need our now assist to have this capability work in your Washington instance and then let's see like how to collect the feedback for those chat summarizations provided to the agent so what this does is whenever a chat summary show up in the agent chat panel there is a thumbs up and thumbs down option so let's say the agent likes the chat summary she can click on thumbs up that's helpful so what we are doing is on the background we are capturing that information saying the feedback being accepted at this time with the time stamp this feeds the information back to the llm to train the llm much better so that in the future it will give a better results to the agent let's say the agent clicks on thumbs down not helpful that information is also captured in the background table rejected and that information is being sent to the llm with that said I will do in a demo and I'll show you how this chat summarization works I'm going to go to different profiles here because I'll be having an end user who is able sorry give me one minute let me log into the systems and keep them ready I logged into an instance and able is the end user for now I'm impersonating able and here is Able's instance and what I'm doing is for this demo I'm going to the service portal where AEL can start his chat interaction with agent and meanwhile I also have to keep the agent ready so I'm logging into agent in instance while toggling between these profiles please do observe the top Banner color pink is for agent and blue is for the end user and here is the agent workspace instance for time being I am selecting service operations workspace you can select other workspaces as well depending on which workspace your agent is working so now in agent workspace I click on inbox and make agent available so now agent is ready to accept the messages now let's go to AEL now AEL is in service portal he click on his chat window and there is a default virtual agent greeting messages comes in all these are customizable and your configurable you can change however you want we have a lot of videos that's been done on this particular configurations you can watch in our playlist but for today's demo I am directly going to connect with the live agent because Abel knows that he need live agent help to get his problem solved now while it is connecting it informed able like hey wait while we are assigning you to an agent and you see here now I'm in Beth's agent workspace she does receive the chat in her inbox and Beth clicks on accept and she gets the active chat window to interact with end user we have lot many tools for agents to use within this chat window to save the time for example there is a response template which you can directly just use it good morning able so that she doesn't need to type all the time with all the end users and then she says I'm trying to make a little conversation between end user and bet because I want to show you good results of chat summarization how it will pick from the conversation let's say Abel lost his laptop AEL says agent do you remember the model and ail I can even do this one just to show you next to next and now P says and able says as soon as possible so now let's look how bet can use the chat summarization so now the uh idea for Beth is she got some information and she knows that she has to create an incident so but before that what she does is she quickly wants to grab the summary of the conversation that she had and if You observe here we added a quick action summarize that's a chart summary you need when P enters on it and if You observe here the chat summary summarized by now assist and it quickly gives the important required information in a short summary for Beth now what Beth can do here is she can she know that she has to create a new incident you can click on create incident and if You observe here that did not type short description or description it automatically populated based on the info that's being provided by chat summarization so there's a short description and description is been added so now what she does is she saved this one and she can also assign to herself to work later after this Live Chat is ended now Beth goes to this details and what she can do is she can also share this information oh sorry the incident is not working so I can just quickly create a new incidence to share it with end user so now on end user profile if you see any user gets the incident they can click on it and see the information and keep keep track the incident to see when it gets resolve when he receives his laptop now on B side let's say she she ends chat when she end the chat if You observe the state is changed to rapper this is where Beth has one minute time to add all the information into the rapper before she close this particular conversation and get ready for the next chat it takes some time yeah as you see here the short description is been populated here into the wrap-up summary and also the chat summary If You observe here the chat summary also picked the newly created incident into the wrap-up one and then she can click on end wrapup to save all the information into this interaction record now let's I will also show you what is the other option the agent has to look for this chat summarization right now the agent AG is on this screen there's so much is happening here there's an incident chat summarization and some other conversation being going on between be and aable she can also click on now assist panel and click on chat summarization this also provides The quick summary of the whole conversation that's been going on on her agent workspace screen right now with the incident information and also what was the issue from the end user let's quickly look what you need on the admin side to get this chat summarization activation now I'm logging into instance as an admin and go to now assist and in now assist I'm clicking on settings based on the bu product that you're using let's say do you want this generative AI for CSM itm HR you can pick those plugins and activate this is a different concept I'm not going to cover in this in this session but we have other iies going on in our aiems to which you can register and hear all these details and capabilities that's being released in the now assist for our demo I just picked the now assist for itm and then I click on now assist features and here if you see here there's a chat and incident since I'm in itm I want I want the chat summarization just on the chat I don't want it on the instant but if I want I can activate for incident as well so now let's look into the chat view details if you see here I have used our now llm and chat summarization is out of the box kill that we have provided you can just select it to service now chat summarization in case if you have your own chat summarization so you can also create yours and have that skill added in this particular page to pick that summarization for your agents with that said I want to get into the next slides that's that's for the demo if you want to learn more about ourmes and other like other capabilities do visit our community page for next experience next experience center of excellence and next experience and UI Builder courses so we also have a community Forum in our s service now Community especially for agent chat advanced work assignment and sidebar you will find lot many informations and useful articles and also Academy session details in this community few more resources we record all our sessions and post it into our YouTube channels so we do have you and I Builder live playlist and we have conversational interfaces Academy YouTube playlist do subscribe to this conversational interfaces Academy if you want to learn more about agent chat advanced work assignment virtual agent and sidebar we have done a lot of sessions in the past few years and have them added in this playlist for your quick reference we also have next experience Academy YouTube playlist today's session will also be posted in both theseis for your future reference if you want to join our future webinars and meetups please go ahead and scan the QR code and add yourself into our service now events so that you can take more advantage of learning other products and the capabilities and then if you're looking for specific Academy sessions we do have differenty available for service now platform side so there's a platform Academy and there's an analytics Academy mobile Academy next experience Academy the one that you have joined today and we also have ai Academy you can use the short links and register yourself for all these academies that's a time for q& Brad do you want me to go through the questions one by one yeah we can start with the start with the pre chat summarization questions there's a lot of gen chat summarization questions towards the end but yeah the first one is is sidebar only used for agent conversations or can it be used for VA topics and discussions as of now sidebar is only for the agent conversations who initiates from from their record type base like case incident or interactions this is not available for virtual agent all right and then next there's a couple around participant suggestion plugin so one of them is is that plugin free to activate and the other is does it only work within workspaces if you already have the workspaces so this plug-in will be available free for you so it's automatically turned on for for the workspaces generally no it's a manual step customers instances has to be in Washington with the latest patch and then they have to manually go into the store app pick for that particular plugin and have it activated okay if they're already having the previous sidebar plugin they do have to upgrade the plugin to have the new plug-in for participant s work all right and then is AWA included with the hrsd pro or licensed separately yeah so AWA is a standard feature when you activate agent chat again a standard plugin it will also activate advanced work assignment if you're not using agent chat you want advanced work assignment for your other work items like directly for the incidents or cases you do have to activate advanced work assignment it's a standard plugin few features of advanced work assignment or Pro when you log in and look into those plugins you will see which features are licensed but to start with it's a good chance to use the standard plugins and yes it is available if you already have hrsd Pro you are good you will get even the advaned features of advanced work assignment plugins um within the same Pro all right then we've got are the channels configurable and made available to only specific set of users yes you can defend however you want have your different set of channels and then you can configurable only some set of groups can ask questions based on the context or the keywords or any other conditions that you can you can Define all those in advanced work assignment watch our YouTube playlist for advanced work assignment we have a detailed information steps how to configure advanced work assignment for this particular config does the chat answer word by word or is it a big blog response if you're talking about chat summarization so it it just like picks the summary of the whole conversation that's been happened between end user and agent not like just word by word it will read the entire statements and then come up with the summarization we have trained our now llm in a way that that it can pick the highlights of the conversation the other question regarding sidebar agent needs to add people to the sidebar discussion is there a plan to automatically add on call person for a support group based on the CI selected on incident or record from where the discussion is being in initiated for sidebar users they do need role to have the access to be added into the sidebar participations if you want these two automatically happen so you can also do a customized query within the sidebar configuration and have those users added automatic so I have uh we have done a Academy on sidebar and how to do the custom query so it's available in our conversational interfaces Academy playlist you can watch you to understand how this configuration can help you to have that automated the next question are these summarization features available on Vancouver version or just from the Washington release onwards in Vancouver we have released the basic chat summarization for the Washington we have added the extended chat summarization for the now assist panel and to wrap up summarization and incident summarization along with feedback thumbs up and thumbs down so if you're looking for a basic chart summarize summarization yes it's available in washing in Vancouver I do think it's a specific patch though it's not it may be like Vancouver patch five or six if I remember correctly so that that'd be a good thing to reach out to your account team around how to turn on the chat summarization on Vancouver and is as I have showed in the demo you do have to go to now assist homepage download the S I mean sorry activate the S plug-in and then activate your chat summarization selecting our now llm you can also check with your account executive to find more informations and the details to what all the other configurable workspaces that we have supported are there any other ways to identify between the end user and agent other than the color of the banner it's not useful for anyone with color blindness if it it's only displayed using a color oh this is just for for the demo which I have come up with this color Banner but particularly you don't need to follow this option this is only to make it easy for the participants to see that how I'm moving from one screen to another screen in for the users in different profiles so we have lot of accessibility capabilities under our accessibility product check with your account Executives to get those details for accessibility what is the best way to add virtual agent chat to your workspace the requirement is the users of the workspace to use it for predefined conversations when you define your virtual agent there's lot of options that's available for you especially the work virtual agent designer where you would Define the topics based on the topics you can provide a set of questions for your end users and allow to assign to the right right agents in the right groups so for your requirement if it is a workspace you can Define your workspace like let's say if it is an NSM workspace and you want to ask you want your virtual agent ask only about the incidents yes you can do it and if it is CSM and you want to ask only about the cases yes you can do it this this information is also available in our conversational interfaces Academy playlist in our YouTube you can watch our previous recordings uh to understand those configuration and another one will chat summary work if the agent has two chats in different tabs at the same time some of our users are slow to respond so our agents can have two or three chats at the same time can now assist cope with that or will the AI merge records so the chat summary that agent use within the agent chat window that is specific to that particular chat let's say if your agent is is working on multiple chat interaction tabs whenever they run the chat summary it goes very specific to that particular chat tab alone it it don't combine the same for the now assist whichever the chat window agent opens it picks that shat information not like merging the tabs that's not been opened does the summarization become slow when multiple agents are summarizing things at the same time that's a good question as of now we have not seen that information I mean seen anything that goes slow because our now llm is being trained to work for the multiple chats in case if you see anything slow in the future do reach out to us or raise the support ticket our team will help you next question in situations where assets are involved can a lookup be performed and is there a way to create requests request wise incidents I'm not understanding I need need more information for this question latia feel free to add more more details to this question to help you if not please reach out to the account executive they can definitely reach out to our team and get some help for your question and the next question with regard to S sidebar when a technician starts a sidebar conversation and invites a user or users to join can those users join via Ms teams even they have service no access yes that is available we have sidebar with Microsoft teams Integrations the user who is in Ms teams doesn't required to have service now login access they can still stay in Microsoft teams and directly interact with the user with the agent in service now sidebar next question regarding sidebar agent needs to add people to the sidebar discussion is there a plan to automatically add add on call person for a support group based on the CI selected on incident record from where the discussion is being initiated as of now we don't have a plan but please do raise this idea in our idea portal our team will look for the look for number of Oats received from other customers as well based on the oats we will see if we can add it into our future road maps as of now the control is given to agents to initiate the sidebar and have the right participants added into it rather than automatically adding some participants and making them confused and the last question sometimes a chat can start in One Direction and then turn into something else if a user struggles to describe their issue will the summary filter out parts of the conversation that went into the wrong direction or is it a pure summary of everything that was discussed that's a very good question as of now our model been trained based on whatever the information and the history that's been going on in the chat conversation we are keeping specific to the conversation within the chat not adding anything more if there are two conversations happening the AI model will identify that the two topics going on when it summarizes it will just provide the points of the topic one and then topic two for the agent to understand that there are two issues not just one issue oh we got some details from Laticia thank you example included missing laptop if user does not know model can the agent conduct lookup for user to see whether there are related assets to the user if we have service catalog request for this situation can we support creation of a catalog request wise an incident yes this is possible while agent is in the chat window she can also do other things in other tabs or the windows she can look for the users asset and find the models and bring that information and have that incident created if the end user is looking for the same laptop as a new laptop model with that we are end of Q&A all right well thank you for all of that information thanks everybody for joining us like I said this is recorded we will be posting the recording on the community within the next week or two so stay tuned for that it'll be in the next experience Community forum and yeah thanks everybody for joining and have a great rest of your day