Virtual Agent Flashcards
What is Virtual Agent?
A conversational bot platform for providing user assistance through conversations within a messaging interface.
What issues does Virtual Agent solve?
Bad customer experience
Rising IT costs
Decreased employee satisfaction
A system designed to perform tasks that emulate or surpass a human level capability.
Artificial Intelligence (AI)
A list of chat clients that can execute the topic or topic block.
Additional Channel Support
The NLU intent, when recognized by VA, launches a specific topic.
Associated Intent
Controls that display responses from the bot in a conversation.
Bot Response
Mechanism for organizing and grouping related Virtual Agent objects (topics, topic blocks, custom components).
Category
A program that is capable of having human-like conversations.
Chatbot
The method that users interact with VA (i.e., ServiceNow service portal, Now Mobile, Slack, Teams, Workplace, Facebook Messenger, or other
messengers using custom chat integrations).
Client Interface
A variable to store user answers or specific information about how the user interacts with the virtual agent (i.e., device type, language, service portal name).
Context Variables
Mechanism that uses a pre-chat survey to execute/display a specific topic automatically.
Context Topic Intent
Custom components that can be created and used in topics or topic blocks.
Custom Controls
Part of the Utterance and is the object or context (details) of the action.
Entity
A topic that shows a standard message or executes a different conversational flow when the virtual agent does not understand the user’s entry or selection.
Fallback Topic
Part of the Utterance and is an action someone intends to do.
Intent
A list of key phrases or terms that users enter to initiate a conversation.
Keyword
VA provides users the ability to speak with agents who answer requests or queries.
Live Agent Chat/Live Chat
A list of context variables provides and transfers information from the conversation to a live agent.
Live Agent Variable
A subset of AI that provides the ability to improve from experience. This is done by using algorithms, mathematics, and statistics to create models that make predictions/decisions. Approaches to ML can include both supervised and unsupervised learning.
Machine Learning (ML)
Third-party messaging applications that Virtual Agent can integrate with (i.e., Slack, Teams, Workplace, Facebook Messenger).
Messaging App
NLU is the ServiceNow application of NLU. NLU enables systems to learn and respond to human-expressed intents (requests).
Natural Language Understanding (NLU)
A collection of utterances and their associated intents that the system uses as a reference to predict intents and entities.
NLU Model
A service that trains and predicts NLU models so that the system can understand natural language.
NLU Inference Service
Tool used to build, test, and train NLU models.
NLU Workbench
A specific control within a topic flow.
Node
A collection of topics displayed to users before the “Show me everything” button. These topics are used to give users quick and convenient access to specific topics.
Promoted Topics
Reusable components that execute common tasks and or conversational elements in conversations.
Reusable Topic Block
A switch that enables/disables the option for a user to return to the original conversation after changing topics during a conversation.
Resume Topic Flow
Topics that provide answers to a simple question asked during a conversation, such as a date or time.
Small Talk Topic
A profile that defines how Virtual Agent search results are generated through the AI Search application and how the results are displayed to users.
Search Profile
Common conversational elements that are included in every virtual agent conversation (i.e., greeting, goodbye).
Setup Topics
A topic defines the dialog flow between the bot and the user to accomplish a specific goal or resolve an issue.
Topic
Controls that prompt and capture information from the user in a conversation.
User Input
Controls that handle actions and logic within a topic.
Utilities
An example of how a user expresses an intent.
Utterance
VA Lite is a limited version of VA available to
ITSM standard customers. A limited subset of Virtual Agent functionality is available.
Virtual Agent Lite
A graphical tool used to develop, test, and deploy automated conversations that assist users with common issues or self-service tasks.
Virtual Agent Designer
What is the Virtual Agent plug-in?
Glide Virtual Agent [com.glide.cs.chatbot]
T | F: Virtual Agent requires a subscription to install and use on production instances.
True
What plug-in allows the Virtual Agent to return a list of answered community questions?
Communities plug-in [com.sn_communities]
What types of topics will the users encounter in a conversation?
Setup Topics
Small Talk Topics
Topic Blocks
Topics
What are the three personas related to Virtual Agent?
Requestor
System Administrator
Topic Admin
What role should Topic Admins be assigned?
virtual_agent_admin
Additionally, they could be assigned external_app_install_admin to install apps like Slack and Teams.
In the Palette Region of Virtual Agent Designer, what three functions are available?
User Input
Bot Response
Utilities
What type of record captures the entirety of a conversation?
Interaction
What components of Virtual Agent support domain separation?
Branding
Chat Setup
General Settings
Describe the purpose of User Input controls.
User Input controls are used to prompt users for information.
Describe the purpose of Bot Response controls.
Bot Response controls are used to present responses from the virtual agent.
Describe the use of Utilities controls.
The Utilities controls are used to control actions or logic within a topic.
What types of variables are available to use in the Virtual Agent Designer?
Input variables
Script variables
Live Agent variables
What role is needed to access the Localization Framework?
virtual_agent_admin
What roles allow you to see the Localization Insights dashboard?
VA Admin OR Localization Requester
What plug-ins are required for Asynchronous chat?
Glide Conversation Server (com.glide.cs)
Virtual Agent Web Client (com.glide.cs.sn-va-web-client-app)
Conversation Messaging (com.glide.messaging.awa)
What enables users to have long running conversations with an agent, where users can receive messages from agents when offline and they can respond to unread messages after they come back online?
Asynchronous chat
What is Link Unfurling?
It allows users to share/receive links previews in web and mobile client chat sessions, given certain criteria is met.
What is needed to create a new bot?
- User record on the User [sys_user] table.
2. Live Feed profile on the Life Profile [live_profile] table.
What closes Idle Conversations?
Scheduled Job (Time Out Abandoned VA Conversations) that runs hourly.
How do you change the default time out window of a Virtual Agent conversation?
Create a sys_property (com.glide.cs.conversation_idle_timeout).
What roles are needed to edit the Chat Setup record?
admin OR virtual_agent_admin
Can you add a topic block to a topic that exists in a different application scope?
No
If you want to make changes to the default setup topics. which record should you modify?
Custom Greetings and Setup
If you want to display the Virtual Agent widget across all pages in a service portal, what type of configuration is required?
Create a Service Portal Agent Chat Configuration record.
What tool provides you with the required steps for implementing Virtual Agent for your environment?
Conversational Interfaces Guided Setup
When duplicating pre-built VA topics, which application scope should you use?
The same application scope as the VA topic.
When can users receive actionable notifications?
Users can receive actionable notifications when not in an active conversation with a virtual or live agent.
What application can you install to get insights into your conversational data?
Conversational Analytics
T | F: Duplicating pre-built topics can decrease implementation time.
True
To disable/enable options available under the Support Options menu, which record should you modify?
Branding and Chat Menu Settings
For each intent you are implementing, how many utterances should you collect from people in your company?
15-30 utterances
At a minimum, which role is required to build and manage NLU models?
nlu_admin
Which type of entity is best for identifying patterns?
Pattern Entity
If you need to overwrite the meaning of a word, phrase, or acronym, what should you create?
Vocabulary
Which NLU entities can you choose from when enabling NLU on a node?
Any entity associated to the mapped intent
T | F: A NLU intent can only be mapped to one active VA topic.
True
Which Virtual Agent Designer controls allows NLU entity extraction?
User Input Controls
To launch Virtual Agent on Now Mobile, what type of Action Function should you create?
Chat Launcher
