Servicenow, Inc.

Kakarla V V D L Narayana

Gaurav Goyal

Ashita Narayan

Shipra Gupta

Yong Liang

Vivien Wai Mun Leong

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

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

A chat message from a user to a primary chat bot service is received. A secondary chat bot service is automatically evaluated and selected to handle the chat message, wherein the secondary chat bot service is selected from a plurality of candidate secondary chat bot services that includes at least one chat bot service provided by a third-party entity external to an entity providing the primary chat bot service. The chat message is forwarded to the selected secondary chat bot service.

Growing community of inventors

Hyderabad Telangana, India

Kakarla V V D L Narayana