This ServiceNow white paper outlines seven key habits for building effective chatbots with the Virtual Agent platform. It advises organizations to define clear outcomes, start with high-impact topics, personalize greetings, and keep interactions brief and actionable. It emphasizes using fallback mechanisms, respecting domain boundaries (e.g., IT vs. HR), and maintaining a consistent tone. The paper highlights the importance of measuring success with conversational analytics and iterating based on usage and feedback. These best practices aim to drive self-service adoption, reduce live agent load, and improve user satisfaction.

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