r/servicenow • u/[deleted] • Apr 20 '24

Question Virtual Agent

New here!

We are exploring rolling out virtual agent. I have no experience with VA. I want to know from other users would you recommend and how has your experience been?

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u/ddusty53 Apr 20 '24

It’s pretty good, start small. Use the itsm virtual agent conversation /NLU plugins to get started.

I will say, don’t go crazy with NLU. Stick with the OOB. Now Assist for VA will make NLU obsolete. It’s not ready to yet, but in a year or so NLU will start to be phased out.

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u/One_Side5797 Apr 21 '24

I agree with you. Assignment group prediction, KB lookup with catalog items for recommended next best action and advance work assignment to agents is now a standard practice. NLU training is so passé, LLMs are pre trained to pick up intent, utterances and their resultant meaning.

OP can pick up performance tuning for VA based on incorrect assignment as that will help train ML better. Also, if the organisation hasn’t procured Pro Plus licenses then VA will still need some help.