This page provides the description of new features and improvements in Virtual agent for IT Service Desk. To view the complete list of the product changes, see the Version 2020.15 page.

Application available in the ServiceNow Marketplace

Our application is available in the ServiceNow Marketplace! Virtual Agent for IT Service Desk has passed the certification criteria, including security and performance checking. Now you can install the app (or request the trial), so our Virtual Agent for IT Service Desk can help you quickly obtain information, make decisions, and get things done.

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Agent transfer

To enable the transfer of a conversation to agents, you must install and configure the Connect Support application. This is a real-time messaging tool that enables support agents to communicate and help users. There are just a few steps to get this app up and running: install the app, create a queue, assign its sys_id to the snow_chat_queue parameter in Konverso Kbot for Snow virtual agent.

Debugging

There are 2 debugging levels: standard (ServiceNow system logs are used) and advanced (ServiceNow system logs are enriched with information from the virtual agent). To enable the advanced debugging level, go to the Debug section of the app and select the checkbox.

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For example, the logging of the chat with an operator includes the following:

• The beginning of the operator session

• The creation of the "chat" object

• Joining the session by a user

• Conversation messages

• The closing of the operator session

Token and Profile Group mapping

A user token is valid only for a short period of time. When the token gets expired, the conversation with an operator ends. To make sure it does not happen, tokens must be stored. We created the x_konve_kbot_test_relationship table for this purpose. This approach improves the user security and stabilizes sessions.

The table contains the mapping of Kbot users (in the form of a token) and ServiceNow conversations (the live_group_profile object). The columns are:

• kbot_host: a valid URL of the related Kbot instance. The common format is https://tenant.konverso.ai.

• kbot_conversation_id: an integer identifier of a given conversation within the kbot_host instance.

• Kbot_token: an encrypted (password2) Kbot token of the user who has initiated a conversation in the live chat. This token is used to send back the agents' replies.

• Live_group: the live_group_profile object that represents a given agent’s transfer conversations.

ServiceNow reports

We keep enhancing the existing reports and creating new ones to provide you with the most relevant data and useful tools.

• The Content > Knowledge Training > Import/Export > ServiceNow training import (batch) has been created. It allows you to import large batch data from ServiceNow tables.

• The Content > Knowledge Training > Import/Export > ServiceNow content synchronization report has been enhanced significantly. Now you can obtain not only articles, but the training sets that are associated with them. Thus, you do not need to repeat the training if you have already trained in ServiceNow.

• The Artificial intelligence > Data exploration > Import from ServiceNow report has been enhanced as well. Previously it was only possible to import user statements from the Live Chat (chat_queue_entry). Now you can import from calls (wrong numbers) and portal search (the sp_log table). Note that ServiceNow partial entries (intermediate user input) are automatically aggregated into their final / longest version.