Servicenow, Inc.

Ashita Narayan

Gaurav Goyal

Kakarla V V D L Narayana

Wenhua Li

Raghavan Muthuraman

Santosh Kumar Das

Sumit Rathi

Gagan Deep

Chakradhar Narasimha Jillellamudi

Shipra Gupta

Yuko Araki

Lalit Kumar

A chat message is received from a user to a primary virtual agent service. A secondary virtual agent service to handle the chat message is automatically evaluated and selected. The secondary virtual agent service is selected from a plurality of candidate secondary virtual agent services that includes at least one virtual agent service provided by a third-party entity external to an entity providing the primary virtual agent service. The chat message is transformed from a first format of the primary virtual agent service to a second format of the selected secondary virtual agent service. The chat message is forwarded in the second format to the selected secondary virtual agent service.

Integrated secondary virtual agents

Analytic data about digital chat conversations taking place within a digital workflow environment is tracked and stored. The analytic data tracks conversation progression states between individual node elements of at least one digital chat conversation flow design. A specification of an interested event for the analytic data is received. Data associated with the interested event is extracted and provided for analysis.

Digital chat conversation and virtual agent analytics

An indication of an actionable notification to be sent to a user is received. A communication channel among a plurality of communication channel options for the user is selected based at least in part on a previous communication history with the user. The actionable notification is sent to the user via the selected communication channel at a time selected based on an activity status of the user.

Sending actionable notifications to users

The present disclosure relates generally to a system and method for voice development frameworks. Certain cloud-based systems may be embodied in a multi-instance or multi-tenant framework, and may provide for certain computing systems and resources. For example, the cloud-based systems may provide for data repositories and the creation of executable objects, e.g., Flow Designer objects that include voice commands. In certain embodiments, visual development tools, including a Flow Designer system, may be used to create the executable objects, including voice command objects. For example, the Flow Designer system may enable the non-technical personnel to use natural language to more easily create and visualize objects and processes that automate certain tasks.

Systems and methods for voice development frameworks

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Hyderabad Telangana, India

Ashita Narayan