Meet Our New Virtual Agent!
Dear Howard University Community,
We are thrilled to share an exciting new update that builds on the foundation of your experience with Enterprise Technology Services (ETS): The ServiceNow Virtual Agent.
On February 7, we launched the Virtual Agent for IT Service and Support. This intelligent assistant is available 24/7 to assist with:
- Instant resolutions - Get quick answers to frequently asked IT-related questions without waiting for service delivery support.
- Automated troubleshooting - The Virtual Agent can diagnose and guide users through step-by-step resolutions for common issues like password resets, software access, and network connectivity problems.
- Smart conversations - Powered by AI, it understands natural language, making interactions more intuitive and user-friendly.
- Ticket creation - If the Virtual Agent is unable to resolve an issue, it can seamlessly open an IT support ticket to resolve issues.
- Self-service knowledge base - Provides links to relevant knowledge articles, empowering users to troubleshoot and resolve issues on their own.
- Multi-channel availability - Accessible through desktop and mobile devices.
With these features, the Virtual Agent enhances IT service efficiency, reduces resolution times, and improves user experience by offering immediate and effective support.
Getting Started with the Virtual Agent
You can access the ESC Portal through AccessHU by logging in with your Howard credentials, clicking the “ESC IS LIVE" banner, or clicking on the Enterprise Service Center tile.
You can access the chat feature by clicking the chat bubble at the bottom right of the ESC portal and entering your question.
Visit the ETS website for additional resources, such as training videos, detailed job aids, and more ways to maximize your experience with the ESC.
In Truth and Service,
Enterprise Technology Service