Virtual Agent Academy: Increase Agent Chat Efficiency

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Today, Samyuktha Reddy, Sr Inbound Product Manager, walks us through how to increase agent chat efficiency using auto-pilot and quick actions. We start with a brief overview, before directly into our exercise, then diving into audience questions at the end.

Timestamps:
Intro: 0:00
Exercise: 4:26
Q&A: 18:44

Helpful Resources & Links:
  1. ServiceNow Community
  2. ServiceNow
  3. ServiceNow Community
  4. agent chat
  5. auto assist
  6. quick actions
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Re: the question at 19:35 - Technically, yes - the end user can see that autopilot is enabled. It says “Virtual agent is assisting” on the header of the VA window when autopilot is active.

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