all right let's go ahead and get started first with some announcements uh please note we may have h four look statement so take note of Safe Harbor of course uh always feel free to look at our generative AI Community you can go there for the latest content latest Q&A and then of course yes this Academy will be recorded and you can check out to the recordings and recordings of our past AI Academy videos on YouTube so some Basics some Academy Basics um this is for you uh and yes this session is being recorded like I mentioned and you're always welcome to ask questions please use the Q&A panel I'll take uh mini breaks in between my content to answer questions and at the end we'll we'll do a bunch of questions as well so if you have any questions feel free to use that okay so today our topic is what's new in Washington DC release for Now assistant virtual agent now I know Washington DC came out all the way back in March which which feels like ages ago but um we have done a lot of improvements since Washington DC so we you know we released uh DC the DC release in March we actually uh made another Mini release a minor release let's call it in May uh the first week of May so I'm going to be sh uh sharing information from both the March release and the May release so here's our brief um agenda here we're going to do a quick overview I'm going to jump into an instance to show you what uh all the new things and then we'll wrap with Q&A so a lot of things uh new came in that came in Washington and uh Washington patch 3 which is which is what was released in May 9th so I'm just going to quickly go through some of these now some of these you may have heard already um back again during the march release but some of this uh is brand new to you you know if you want to take advantage of all of these you should upgrade to the washing patch 3 release at your earliest convenience uh some of this is not available in the Vancouver release so if you're in Vancouver uh you would want to think about upgrading to Washington first thing is we have support for Microsoft teams and now mobile so if you're a huge if your organization is a huge Microsoft teams user that is you know now assist in Virtual agent is available there now we do have a conversational coverage dashboard which shows you which uh service catalog items are conversational meaning you can order them directly in the virtual agent I think I showed some of that in in March back in March uh we have additional conversational catalog variables uh available so uh in the past some of your catalog items may not have been conversational because they had uh some Advanced variables or they had clients scripting or UI policies well the good news is some of those restrictions are lifted now so if you view our documentation or Community form we actually show you a list of all the scripts and all the UI policies that are methods that are supported uh but we we targeted an 80% support level for those so that you have even more conversational uh more catalog items to me conversational for those of you who are currently using nlu for virtual agent which is great we now offer you a migration tool for your nlu topics to be migrated over to your llm um virtual agent so they become migrated to become llm large language model topics okay we also provide this and this is a bit of a catch up from our existing uh virtual agent we provide an advanced chat experience and we provide a promoted topics for Now assistant virtual agent and I'll be showing that uh momentarily and then we have notification support for Now assistant virtual agent and many more moving on here so yeah with that said that's my overview I'm going to jump straight into the exercise uh as I mentioned you need Washington patch 3 you need the latest version of now assist for either it HR or customer service um and then you need to enable AI search and now assist an AI search so these those are the three prerequisites in order to do what I do so unfortunately uh this is uh now assist is not available via PDI but in order to try this out talk to your uh account manager or your service now rep and they can provide you with a proof of concept instance which you can use to um try things out do a demo or even apply some of your data to uh try out now assist and virtual agent okay so that said I'm going to switch over to an instance all right let me know if you don't see anything but you should be seeing my instance again this is a patch three instance and let's show very and this will be some review but let's show how to set up a now assist in Virtual agent it's very easy very straightforward so the first thing I'm going to do is go to open my navigator go to now assist go to overview and this has all my now assist features right it has uh you know my it employ employ or customer service now assist features uh you can see skills that have been installed not installed Etc I'm going to go to my feature list and go to platform because virtual agent is a platform of feature and you see here we have something for conversational experience so I'm going to click into here I'm going to click view details and you can see here we have some skills that the virtual agent uses and now assistant virtual agent uses uh genius results multi-turn catalog ordering and now assess topics you can see all these are active which is good and they use the now llm service how do we set it up let's go to setup now system virtual agent right here now this is new in uh the Washington patch 3 release which is the ability to create assistance so U much like creating chat experiences for nlu virtualization I can create different assistants that behave differently so there's a default one here right but if I wanted another assistant had that had different uh Greetings or different promoted topics or different topics alog together I can create new assistant and I just do that by clicking create new here I won't complete the process here but that's basically how you do it you just click create new It'll ask you to um let me uh close some things here it'll ask you to fill some names in ETC but uh I won't do that here but that's how you do it well looks like they created one for me anyway that's all right so let me go ahead and click into this one this one I did create called VC assistant and I've done all this before that's why it took me to review but I'm going to take you back to the top and get it all uh go through the entire process here so yeah get started gave yourself a name a description save and continue skills all active that's good the dis display experience so if you recall this is where you want this analysist and virtual agent to appear um we can see that employee Center is grayed out because it's already being used by the other assistant and uh the knowledge portal and the service portal has the nlu virtual agent and so if you recall um you cannot have both an nlu virtual agent and a now assist virtual agent on the same portal but you have but you can have them in different portal so I have this one in the customer service um portal that's fine these are information sources so here I can this is a this is new I can actually choose which search profile to use for this assistant so I can either use um a default one or use a service portal one or the ESC one and the employee service center one I'm going to use I'm going to stick with this one so um sometimes you get a question like oh you know my um virtual agent AI search isn't behaving the same as my portal AI search why is well you got to make sure your search you have the right search profile for this assistant that you're that you're expecting okay and then uh information search uh sources uh you have your topics with that that opens up virtual designer we'll look at that later let me go back to display experience just one second I forgot to mention if you scroll to the bottom here's where you set up Microsoft the Microsoft teams integration and to set up uh Now assistant VA appearing in now mobile so mic Microsoft teams um yeah we do have a Microsoft teams account that's currently be used by the other uh now assist assistant so that's why this is great out but once you install the conversational integration uh you this would appear and you can check the box and it shows up okay so moving on we got information sources that's great branding so here you can brand your Bots you can see I've done some branding here I've given it I've I've went in the CI uh interfaces homepage and I went to The Branding page to change my branding you can see here I could set up uh this is the default branding but I created my own vclm branding gave it another image another name kept some default color so I'm going to use that and then chat experiences so here's the greetings message that which I uh changed the default ones just so that it's a little shorter right here uh but if I want I go to a Advanced and I can set I can choose what greeting topics I want to use or which closing topics or or search and everything uh anything else I need so uh for those of you who've created the chat experience record before for NVA this is familiar territory for you I'm going to go ahead and stick with now assist uh greeting okay uh we'll we may change this later to to play around with it but for now we'll keep that as is and then there's a promoted topics Tab and right now I have no promoted topics but I will promote a topic later in the VA designer and I'll show you how to do that very soon okay so with that I'm sa continue so now yeah we're all done here this gives you a review of everything you've set up we can test our virtual agent there you go so I can test a virtual agent I can do I can ask I don't have any topics uh created yet or maybe I do if I click view all topics I do have some but I could also use AI search here I can do something like you know what is Spam which is a regular search term and it should show me a AI search result and now assist AI uh and now assist AI search result and it has a source here from this knowledge article which is good do I want to show more results in this chat I can click in this chat that works that's good so there in a matter of minutes I've set up a now assist a virtual agent I've set up an llm powered virtual agent at the very least with search which includes KBR articles or knowledge catalog it or service catalog items excuse me um so now let's go ahead and create some topics so let's go to the designer and I can think I can do that by clicking here View all topics let me clear this out so this is a virtual agent designer which if you've built virtual agent already this is all familiar to you I can I could filter to see which assistant I want to uh which assistant I want the topics to show so I click on this one these are the topics associate with this assistant I click on mine these are the topics ass associated with my assistant so I have this filter here model type I could either look up my key nlu keyword topics or my large language model power topics right so let's go into a topic here I created one already it's called llm collaboration there we go this one so this is an llm or a large language model powered topic that will only appear in now assisting VA so note a a large language model topic will not uh work in an nlu virtual agent and vice versa an nlu topic will not appear or work in an now assist virtual agent okay uh screen Frozen hopefully it shouldn't be yeah should should be okay if anyone else screen Frozen let me know otherwise I'm just going to keep going here so if I go to properties so this is new which is basically there's no more nlu right so there's no more intents uh to buy to the topic and there's no more utterances instead because this is large language model powered uh we are going to show it is determined with the topic description so the way the user gets to your topic is to match the intent that is me that is written in topic description which as you can see here uses just plain English so no more intents no more entities Etc uh just plain English here okay uh and then you can select which assistants you want this topic to to appear for so yes I want it to appear for my default assistant uh no not for this one and yes my VC assistant so I I made a change here I'll click save and then if I go to flow we now have something called the input collector okay so the input collector I'm going to zoom in here is a collection of inputs essentially and uh again this topic is a collaboration app troubleshooting topic so it's meant to troubleshoot any collab apps or messaging apps like teams slack or Zoom issues may include audio issues video issues or login issues so you can kind of see where I kind of put in this concept of entities in my description uh but without all the configuration and the binding and the linking and all that stuff here so if I go to flow I actually ask a couple questions in I ask a series of questions in my input collector such as well what app you know do you have issues with describe the issue which is a text type so someone's going to type in some text and whether or not the issue is high priority or not okay and this is a Bullying True or False okay and then it's you know if it's if it's not a high party we just say sorry this is just demo purposes obviously hopefully in your in your own workflow you're you you do a bit more than that and if it's high priority we do create an incident okay so that's how this topic works so let's go ahead and test this topic so I'm going to click test and I've enabled topic Discovery and it asks which assistant I want to select for or or test for Let's test my assistant so you see it has my branding here and I'm gonna say you know I have a video share issue with zoom now pay attention yeah so you see here on my test phrase it actually knows which topic I want it knows the app is zoom it knows the description is video share issue so it jumps straight to uh whether or not the issue is high priority I could click yes or no I'm going to click no say not not a high priority and because it's an input collector um it'll summarize my my choices just to make sure that this looks good to me so yep app is zoom video share issue false all that stuff so that's all looks good yes and it'll take me to my you know it'll take take me to the say sorry uh text okay now the cool thing is here it says you have an issue with zoom described as a video share issue let me show you how I build that so in this text box you can grab once you uh have input variables like here you can grab those input variables and and put them in your text just like this so remember you use it not remember but you can use a pill picker you can select um these variables same concept as uh before in nlu Virtual agent so that's how I did that that's how you that's how you can build um llm powered topics so another thing that came out in the May release I'll show you one more thing before I show you promoted topics is additional instructions and I actually added one already like here like ask like a super friendly Bender that's probably why you know the uh the input collector when it asked me these questions a bit you know friendly and verose I can say as a super excited pirate right click save click test let me just say I have an issue with zoom aoy there blah blah blah blah this is basically asking me what issue I have I have a video share or screen share issue and here your Now assistant VA Talks Like a Pirate a Hoy there yeah yeah I yeah this is this is amusing here or is it high priority like a paed on your shoulder I didn't know that was a high priority or can it wait like a sleepy SEC Critter uh I'll say that it's a high priority I say yes and say yes and it'll go off and uh yeah this uh input collector does not have talk like a pyus so it talks pretty normally and I can go on and creates an incident and so on and so forth I won't do that but yeah that's essentially how you can make your Bot uh Talk Like a Pirate just very simply here cool so now and uh you know for those of you who attended knowledge if you attend in my lab uh this is basically what I went over Dre M Now assistant Virtual Lab minus the Talk Like a Pirate because I was using an older patch version but hey if you're on patch 3 this is all available to you so now let me show you how to promote a topic a last or one of the last things I'm going to show so uh I'm GNA find my check ticket status yeah so I'm G to find for VC assistant this is the only um topic available on VC assistant and llm powered and this is essentially this the same topic as we've had an nlu virtual agent called check my ticket and support statuses it's basically check my ticket status um topic so I can promote it by clicking on this three dot menu here and click promote done so if I to test active topics here and I select VC assistant check my tickets status should appear as a promoted topic if I click this it'll go ahead and check what ticket statuses are open to me and there's an issue oh well okay I think I know what's going on here but um the point is probably because there's no I have no issues in this test instance but essentially if you just saw earlier there uh you have your promoted topic here if you go back to here chat experience I believe if I yeah it shows up here as well as a list and that's very simply how you promote and demote if I want to promote and demote topics in um for your Now assistant virtual agent okay so I'm going to show one more thing which is the migrate NL topics so how do I my if if you have an nlu topic uh which is this this is an nlu topic and I can verify that by filtering just my nlu keyword topics Yep this is it how do I migrate this to make it an l M topic okay to make it uh workable for my Now assistant VA assistant so here I have mic topics to llm so keep in mind you do need some additional roles here uh which are mentioned in the documentation so you need a little bit more you need another role besides just admin Ro here but once you once you uh have that role you click on this wait for it to load and here you have a list of all your topics that your nlu topics that you can migrate now keep in mind some of these are setup topics some of these topic blocks right so keep that in mind or some of these are custom input controls the other thing to note and this is just a hot tip you only want don't migrate readon topics uh because if you because you can't delete readon topics so if you migrate a readon topic and you make a mistake or you decide you don't want anymore you won't be able to delete it okay so only migrate topics that are not readon so I could try to find here's my check Victor's it ticket status topic I know this is not read only because I if you go back here it doesn't have that readon uh tag here so what I done I duplicated this template topic called it my own I'm going to check this box to migrate it so check it click next my topic does not have any topic blocks inside which is fine that's good so click next um select assistant to migrate this two I want it to migrate to my assistant it's going to add this little suffix here- llm which is fine uh I could keep the current topic description I'm just not going to but this helps because as you recall topic description is what powers the um the intent finding or the topic Discovery but for now I'm just going to leave that unchecked confirm click next and migration is in progress we'll wait a couple seconds while that's going well it's pretty quick there only one topic so that's good so now I can click next I can publish it now if I want uh I'm not going to I'm just going to close this for now and it's going to take me back to the designer I'm just going to close that here and if I refresh this page Victors there it is check Victor's it ticket status D llm it is now an llm topic where I can play with my uh llm input variables no more nlu binding it's there's my topic description VC assistant and voila now that's how you migrate topic or topics plural so just keep in mind uh you know don't migrate any readon ones you got to duplicate a topic first or create your own which you probably have a lot of Click migrate and it's now usable for now assist in VA for my VC assistant so that is all let's see uh just make sure oh some other things to keep in mind for topic migration and then we'll go to to questions when you migrate topics make uh you may want to double check if you have any script blocks sometimes they they come through sometimes they don't you just want to double check those uh header cards uh may not come through yet but that's something that's um coming in you know next month so we actually have another release next month another minor release um and we also have uh and then uh vocabulary sources as entities so if you've binded an entity in a topic node uh binded to a vocabulary Source those don't come over yet either but again they will okay so just that keep that in mind when you're when you're migrating topics and you haven't upgraded to the June release yet cool so with that said uh that's all I have for the demo I'm not going to go back to the deck here I don't think I had anything else to share but in case I did uh Q&A so I'll go through some questions have any questions go ahead and type them in we'll spend the rest of the time going over Q&A here uh will there be any eventually a way to test them in Anis in PDI probably not and I say that because um you do need a connection to our AI servers and I don't think pdis do that so um unfortunately it won't be able to again talk to your service now rep and they can connect you with a a proof of value or a proof of concept demo instance and there you can test analysis to your heart's desire essentially is there a link document to documentation for LM features virtual agent I don't have a link on on my person right now but if you search Now assistant virtual agent and the doc site or if you go through the now assist uh chapter which is directly on docs. Serv now.com you'll find all of that there is there any trading course available for nist and virtual agent we have developers working on VA and yeah I mean so we don't have so for for now learning I don't know if we have a now assist in Virtual course yet although that is in the works uh but I hope they attended knowledge because we did have a lab on knowledge which was basically the the 90minut version of what I just went over today and of course you also have this Academy um video that I just uh showed here hopefully they can watch this hopefully that gets them set up on how to use how to set up virtual agent or the Now assistant virtual agent and how to create topics and how to build topics let's see in the chat here can you transfer between nlu and LM topics you can migrate from nlu to llm you just cannot migrate llm to nlu uh so uh in the llm conversation when something doesn't come over you get a warning uh you may get a warning I haven't actually haven't tried that before you may get a warning or you may um get something in the conversation logs or the conversion logs um but I'm not too sure uh you know what information you'd get again the best thing to do would be to just do a manual check on your topic just to make sure it works uh which you should which one should always do regardless of whether it was a migration or not just make again make sure it works uh what is a subtopic to find the new roles required for the migration conversion um a good question here uh let me see if I can if I go to docs.com uh real quick I if I can find it if you need to leave I know where at time I understand completely uh let's see here if I go to here and or llm topic migration I'll just see if I get lucky with search here we [Music] go yeah here you go you need this R which probably already do if you're a VA admin and you need this roll right here okay uh that's done does each VA chat session count as one now assist token or does va have a different cons consumption model nope you're you're right it is consum uh it is an assist token or we just call it an assist so one virtually one now assist in VA conversation counts as an assist NL conversations don't count towards assists now it's just VA conversations due uh last question and then we'll we'll call it a day here is there a way to add VA to the other portal such as company Internet site um yes there is your mileage may vary but there is a way it and it's probably not documented at least not yet uh but yes there is a way to add the the little you know icon excuse me icon in the lower right hand corner to your site it you know you do have to kind of use some HTML and CSS to do so uh not enough time to go over that today but uh there is a way so maybe uh in the community forums you can ask that question we can uh share how uh or someone else can share how uh but yes there is a way great well uh thank you very much everyone for your time thank you for listening uh as as again this will be on YouTube shortly and uh have a good rest of your day thank you everyone