Feature comparison with ServiceNow virtual assistant

Service now: 

The virtual agent supports multiple clients and channels such as web, mobile and other messaging apps. 

Virtual agent in third party channels 

The virtual agent in third party channels - Slack, Teams and Workplace. 

It can also integrate with other chatbots via Virtual agent API. 

For example: 

· From Slack, the user can escalate a ticket. 

· From MS Teams - Users could check outages via MS teams 

The ServiceNow platform provides over 40 conversation topics that cover common IT, HR and customer service workflows. It also provides a Guided Setup experience to quickly deploy for faster time to value. 

Connecting to Live agent 

The virtual agent has the ability to hand off to a live agent. 

The virtual agent determines a conversation topic to serve the user based on either keywords or natural language understanding (NLU). 

Conversational user interface 

The virtual agent’s conversational interface captures an automated messaging session between the virtual agent and user. The web client interface uses the Service Portal web widget, which you can configure for custom service portals. The widget is available in the CSM, HR Service Delivery, and ITSM Service Portals. 

A simple conversation typically includes the following elements: 

Default welcome message from the virtual agent, followed by the first prompt for the conversation. The initial prompt asks the user to type a question or to choose from a list of available topics. 

User response to the first prompt. For example, the user chooses the topic for checking an IT ticket. 

Series of prompts, acknowledgments, and responses are exchanged between the virtual agent and the user until the users reach their goals or complete their tasks. You can use different rich controls in bot prompts, for example, choice lists with buttons or a carousel of images to select an item. 

Closing message to end the conversation. 

Virtual agent Management 

The virtual agent Management includes options like designer tool, flow design, etc., 

Designer: 

ServiceNow offers a Virtual agent designer feature, which allows the users to create custom topic flows. 

Virtual agent designer - Allows users to create rich, interactive conversations called topics. The designer uses an intuitive low-code drag-drop flow design to build topics visually. The users can create custom topic flows using nodes. 

The components include: 

· Bot response nodes - text, images, links, HTML, multi-flow o/p, script o/p, card and table. 

· User input - Text, static choice, reference choice, boolean, date/time, File picker, carousel. 

· Utilities - Lookup, Script action, record action, decision, topic block, custom control, action. 

Virtual Agent Analytics 

Using virtual agent analytics, one can track virtual agent usage and conversation quality with the conversational analytics dashboard. 

The dashboard comes with metrics in the base system that provides measurable insights to show adoption, what topics are working, what can be improved. 

Rezolve:

By default, the virtual agent comes with MS Teams and web, out of box. 

Virtual agent in third party channels 

The virtual agent can support multiple clients and channels such as mobile and other messaging apps upon request. 

The virtual agent could be integrated with almost all the third-party clients such as ServiceNow, Jira, etc. 

The virtual agent provides solutions for most of the common IT, HR and customer service workflows. Rezolve also provides flexibility to create custom flows, based on the client’s requirement. 

Using third-party channels (ex. Slack), a user could create a ticket, check ticket status, update tickets and even connect with a live agent. 

Users can receive notifications within Teams if ticket status changes and push notifications from administrators. 

Connecting to Live agent 

The virtual agent has the ability to hand off to a live agent. 

Rezolve provides the easiest way to configure “Live Chat” settings, from the system UI. Whereas in other ticketing systems like ServiceNow, it would be hard to setup the live chat. 

The user profile icon on the right side of the chat window indicates that the user is interacting with the Live agent. 

During the conversation, the user could attach a file and send it to the agent, for a better understanding of the issue. 

Conversational user interface 

The conversational user interface includes Landing Message for web & Teams, Conversation End Response. The virtual agent uses Smalltalk which helps to interact with the user with conversational messages, acknowledgments and responses. 

Designer: 

Coming Soon!!! Bot Studio… 

With Bot Studio clients can edit the existing bot flows or create a custom flow. The user could simply drag and drop to build a flow. It comes with a palette which has different components. 

Palette 

The palette components include: 

· User Input - Text, Datetime, Form, File, Choice, Reference Choice, Carousel, Choice Card 

· Bot outputs - Card, Text, Table, image Text, Multistep, Video*, Training 

· Utils - Action, Email, reset, set, logData, UpdateData, LogMetric, GetData, TriggerReport, ExtractPayload, Pause, TicketPayload, Lookup, Split, ToDo, ToDoUpdate, Flow Block. 

Features on Palette 

Drag drop an item. (when adding Form/Card/Learning/Topic lookup pop up to choose from collection, others notmal as below) 

Training the Virtual agent

Bot admins and analyst can train the bot, on the questions that it failed to answer, using the knowledge base. 

Virtual Agent Management 

Dashboard 

The dashboard in the Virtual Agent Management portal could be used to track the virtual agent interactions, number of questions answered, size of the knowledge base articles, etc., 

The Virtual Agent Management portal includes options to modify the appearance, landing message of the virtual agent. 

Virtual agent Analytics 

The Virtual Agent Management’s dashboard also show the performance of the bot, failed utterances which the bot needs training, average feedback (end user). 

Reporting tool

Reporting/Analytics 

The Virtual Agent Management portal includes a reporting tool, that generates reports. 

The reporting tool comes with metrics in the base system that provides detailed reports, which could be used to analyze the performance of the bot. 

Apart from the metrics that the reporting tool provides, Rezolve also supports the user to build custom reporting tool, based on the requirement.