The integration of ServiceNow and Kbot Live Chat integration allows users to speak to ServiceNow operators in the Konverso Kbot for Snow virtual agent chat sessions. Operators can use the standard Live Chat back office backoffice to accept chat requests and communicate with end users. This page describes how to set up the integration and explains its key points.

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As a live chat application Virtual Agent for IT ServiceDesk supports two possible optionsoptions: Connect Support and Live Agent/Agent Workspace. You can find a short description of each option below. Once you decide on which application do you plan to use, you can install and configuring configure it following the appropriate instructions.

Connect Support

The This is the "historical" interface of the ServiceNow Live Agent. It is well-known and proved to be popular.

Pro:

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Pros

• Konverso Kbot for Snow virtual agent is completely compatible with this module.

• Simple and efficient interface, ; very robust, used by a large number of ServiceNow accounts, and by our customers.

• Cats displayed and agents pick them up (manual assignment).

• Display in the bot of the name/first name and avatar of the agent.

• Transfer of communication between the user and the bot.

• Easy to debug (well documented and open environment).

Cons

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• No This module is no longer available on the Application Store: if you have already installed it, you can use it. If you have never installed it, ServiceNow will deny you its installation: Do you already have it in place?Considered a new installation. Clients who have already installed it can keep using it.

• It is considered “Legacy” by ServiceNow. MaintenanceConnect Support can still get maintenance, but no more functional updates are expected.

Info
To apply this option, follow the instructions

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on the Configuring Connect Support page.

Live Agent / Agent Workspace (AWA)

ServiceNow's The new customer and back office backoffice interface to handle chat (, both live or bot)chatbot. 

Pro:

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Pros

• As this is a new module, it will keep getting improvements over the Snow ServiceNow releases.

• Display in the bot of the name / first name of the agentDisplaying names and avatars in the agent’s chat.

Cons

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• Chats are automatically assigned to the first available agent (automatic assignment) (which . This does not always correspond to the most available agent!).

• Integration with Konverso (or any other Chatbotchatbot) requires at least the "Virtual Agent Lite" plugin in the Quebec build (the required modules are missing in the Paris build).

• Complicated conversation Conversation closure logic might be complicated for the user (not very intuitive).

• Difficult to debug (poorly documented, very closed environment)

• New for us too… recent implementationDebugging might be difficult, as it is poorly documented. The environment is very closed.

• This module is new for everyone, and, of course, it is new for for us too.

Info
To apply this option, follow the instructions under the Configuring Virtual Agent page.

Konverso Kbot for Snow virtual agent setup

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