ServiceNow Virtual Agent—the ServiceNow AI-powered enterprise chatbot—makes it easy for employees and customers to resolve issues quickly and get what they need in seconds. With Virtual Agent, you can provide instant self-service anytime and anywhere, putting help at everyone's fingertips without them having to wait for a live agent. This means that you deliver better service for less, increasing customer satisfaction while lowering agent workloads.

And with ServiceNow Impact Accelerators, you can get the most out of Virtual Agent. Impact Accelerators are fixed-scope service offerings included with your Impact subscription, and there are a number of accelerators specifically focused on Virtual Agent. These include:

Let's take a deeper look at these six Accelerators.

TuneUp Your Virtual Agent - Assessment Accelerator

This gives you an overall assessment of your Virtual Agent implementation. It's a great starting point for optimizing your Virtual Agent, helping you to improve the conversation topics covered by your current setup, and to identify additional capabilities that will increase the value of your implementation.

ServiceNow experts will clone your existing implementation into a temporary instance, carry out a thorough assessment based on leading practices, and develop a set of prescriptive recommendations. They'll go through these recommendations with you in a 90-minute coaching session, including demonstrating the recommendations to you. They'll also explain what makes a good chatbot implementation, and they'll show you how to identify automation and deflection opportunities. In addition, you'll get pointers to leading practices and other useful content. You also have the opportunity to request an optional 60-minute follow-up session to go through any questions you have about the assessment.

TuneUp Your Virtual Agent – NLU Accelerator

This specifically focuses on your NLU models, assessing their design and performance and providing prescriptive recommendations on how to best continually improve performance. You'll also get an overview of NLU leading practices and a deep dive into NLU capabilities.

ServiceNow experts will clone your existing implementation into a temporary instance and carry out a thorough assessment of the current state of your NLU models. They'll go through this assessment in a 90-minute coaching session and provide prescriptive recommendations on how to improve and maintain your models. They'll also cover NLU leading practices, including topics such as training utterances, entities, and vocabulary, and they'll give you a demonstration of advanced NLU capabilities that you can use to optimize the value of your implementation. You can also request an optional 60-minute follow-up session to go through any further questions you may have about the assessment or Virtual Agent NLU models in general.

TuneUp Your Virtual Agent – Performance Monitoring

This looks at the performance of your Virtual Agent implementation. It includes a performance assessment and dashboard review, as well as prescriptive guidance on how to use built-in ServiceNow tools to measure success and identify opportunities for improvement so you optimize the value of Virtual Agent for your organization.

ServiceNow experts will clone your existing implementation into a temporary instance and carry out a structured assessment of the performance of your Virtual Agent setup. They'll go through this assessment in a 90-minute coaching session, focusing on areas including NLU performance and Virtual Agent interaction tables. You'll also get an overview of how to measure Virtual Agent success, along with a specific explanation of how Virtual Agent dashboards, metrics, and surveys help you to do this. In addition, you'll get guidance on leading practices for maintaining Virtual Agent. You can also ask for a 60-minute follow-up session to address any further questions you have, either about the assessment or about monitoring Virtual Agent performance.

TuneUp Your Virtual Agent – UX (User Experience) Accelerator

This examines how your Virtual Agent implementation from an end-user experience perspective. You'll get an analysis of your current user experience along with prescriptive guidance on how to improve it, as well as information on conversational design leading practices.

ServiceNow experts will clone your existing implementation into a temporary instance and carry out an analysis of the user experience. They'll set up a 90-minute session to go through this analysis with you and provide recommendations on how you can enhance this experience. They'll also discuss how to design effective conversations and go through leading practices, including giving you a demonstration of these practices. You can also request an optional 60-minute follow-up session to go through any further questions you have about the analysis or about delivering optimized user experiences with Virtual Agent.

TuneUp Your AI Search Accelerator

This focuses on the ServiceNow AI Search capabilities embedded in Virtual Agent and throughout the ServiceNow platform. It provides an assessment of your AI Search architecture and configuration, along with prescriptive guidance on how to improve its performance.

ServiceNow experts will clone your existing implementation into a temporary instance and assess your current AI Search settings and performance. They'll schedule a 90-minute session with you to go through this assessment and provide recommendations on how you can improve performance to deliver optimized search results. In this session, they'll also cover AI Search architecture and configuration leading practices, explain how to tune AI Search using the synonym dictionary and query roles, and give you an overview of AI Search analytics. You can request an optional 60-minute follow-up session to address any further questions you have about AI Search performance.

Jumpstart Your Multi-lingual Virtual Agent Accelerator

This is designed for customers who want to enable the multi-lingual capabilities of Virtual Agent using ServiceNow Dynamic Translation. The Accelerator shows you how Dynamic Translation works with Virtual Agent conversations, including handoffs to live agents and when using AI Search.

ServiceNow experts will set up a temporary instance with Dynamic Translation enabled and configured. Then, they'll schedule a 60-minute session where you will get an overview of Dynamic Translation and how to set it up. During this session, you'll get three demos: multi-lingual conversations in Virtual Agent using Dynamic Translation, live agent conversations being translated into multiple languages, and AI Search internationalization support. Our experts will also cover NLU multi-lingual support and provide you with pointers to leading practices and resources. You can also request a 60-minute follow-on session to address any further questions you have, and you can access the temporary instance for 30 days to try out multi-lingual support for yourself.