SN Dev Meetup Brisbane

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      #"Fly" with Virtual Agent
      [SN Dev Meetup April 2020]
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      # Who Am I?
      Andrew Albury-Dor, SN Technical Lead @ Auto & General
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      # What Did We Do?
      - Launched VA inside a 2 week sprint
      - Used OOB ITSM Interactions
      - Customised enough to give it a personality
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      # Meet Budgie!
      <img src="budgie.jpg" width="40%" height="40%" style="border-radius: 50%;" />
      
      ???
      Budget Direct leads to Budgie
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      # Where It All Started
      - [Now Learning](https://nowlearning.servicenow.com) Micro Certs
      - Came up with the name on a whim
      - Configured the basic OOB experience on my [PDI](developer.servicenow.com)
      - Left it alone for a few months...
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      # And Then...
      - While talking to someone from the Service Desk they mentioned Chatbots
      - I showed them Budgie running in my PDI
      - They loved it and insisted we show TL / Manager
      - They also loved it, and really loved that my estimate to live was ~2 weeks
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      # What Have I Got Myself In To?
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      # Nothing.
      # I'm a Good Developer*
      .footnote[[* That's what my wife tells me at least]]
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      # What did I have to do?
      - Agree on a Minimum Viable Product.
        - Not that difficult. Let's go basic ITSM and see how much I can fit into a sprint
      
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      - Turn a "Virtual Agent" into a talking birb you want to scritch
        - Yes, I said Birb, and scritch. [(citation)](https://www.youtube.com/watch?v=iLBRWmiUFZ4)
      
      
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- Learn the Virtual Agent Builder tool (snazzy, but odd)
      
      
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- Use the Virtual Agent Builder tool

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- Find copyright-free pictures of budgerigars 
      
      
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      - Spend too little time Photoshop-ing on a headset
      
      
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- Spend too much time looking for funny ~~Jiffs~~ Gifs
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      # Let's Do The Thing

### or, How I Did The Thing
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      # Initial Steps
      1. Check for *The L Word*
        - We were talked up to ITSM Premium which includes Virtual Agent
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      2. Activate The Plugins (on Dev - of course)
        - Glide Virtual Agent (com.glide.cs.chatbot)
        - ITSM Virtual Agent Conversations (com.snc.itsm.virtualagent)
        - ITSM NLU Model for Virtual Agent Conversations (com.snc.itsm.nlu)
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      3. Make him Purdy <3
        - Update the Branding and Chatbot Profile
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      4. Enable / Copy and Edit all the Conversations ("Topics") we wanted to use
        - Check Ticket Status
        - Check System Status
        - Raise a Ticket
        - Raise a Request
        - Search KB
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      5. Update all the "Setup Topics" and default messages to be more "small birb appropriate"
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      # There are a lot of topics...
      <img src="topics.png" width="100%" height="100%"/>
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      # Simple Customisation
      <img src="outages.png" width="80%" height="80%"/>
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      # Just Show Me The Damn Bird Already!
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      # Demo
      <img src="budgiedemo.gif" width="50%" height="50%"/>
      .footnote[[Live Demo](https://dev90708.service-now.com/sp)]
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      # Obligatory Cake Shot
      <img src="closeupcake.png" width="70%" height="70%"/>
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      # Obligatory Cake Shot
      <img src="vidcake.png" width="90%" height="90%"/>
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      # What did I ~~learn~~ break and have to fix? 
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- Documentation for VA is a little light on technical details

- (There's a few APIs which aren't documented at all, and they seem to be quite useful)
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- There are a whole bunch more System Properties than in the "Properties" module
        - see `com.glide.cs`

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      - Mark Roethof is *The Guy* when it comes to VA (And another Developer MVP!)

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      - People love characters! Something I came up with on a whim really resonated with everyone.

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      - Don't plan deploys around your renewal dates :(
      ???
      We had the change logged (HA! CHANGE!) and ready to go on a Friday afternoon, but couldn't enable it because our subscriptions hadn't pulled through yet. GARETH!
      Ended up doing it on a Saturday :(
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      # So What, Do People Use It?
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      # ...Kinda?
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      # Outcomes
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      - After Launch (March - April) we had had ~130 conversations Started
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      - Only 20 came to a complete end (not abandoned etc)
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      - Only 2 incidents had been logged using Budgie
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      - Only 1 person had completed a survey, and it was... well I don't talk about it
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      #### Update from Launch to August:
      - Only 258 total conversations started
      - Only 40 came to a complete end
      - 5 incidents raised using Budgie
      - 4 total survey responses
        - 3 Good / 0 Neutral / 1 Bad
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      # BUT(T)
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      ### We (still) haven't actually "Sold" budgie.
      ???
      After all the Covid bizniz, he's been left in his cage for now. We were planning a big launch, but it has been rather soft.
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      # ANYWAY. 
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      # To The Future!
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      # What's to come?
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      Obviously there's a lot Budgie can do. We have plans to:
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      - Integrate him to Robotic Process Automation to solve repeatable issues for users (Picture a bird yelling at Alexa)
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      - Let him out of his cage via APIs to **Get. Stuff. Done. Cheep.**
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      - Teach him the local vernacular *Maaaate* (Update the NLU to be more in line with our business language)
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      - Give him a phone with Slack so he can let people know when jobs are assigned to them or help people directly in-app.
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      - Get stickers and (maybe) plushies made! (Once we start marketing him a bit more)
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      - Find more gifs, of course ;)
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      # Thanks for coming to my ~~TED~~ sndev talk!
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      # Questions?

Other stuff I've been working on:
      - We went live with Orlando Patch 2 last Thursday. It went great.
      - We are using Agile 2.0 in platform for our ServiceNow dev work
      - I've been digging in to [Now Experience](https://developer.servicenow.com/dev.do#!/guide/now-experience) on [My Blog](https://andrew.alburydor.com)
      - I was published on the [ServiceNow Developer Blog <3](https://developer.servicenow.com/blog.do?p=/post/2020q1-mvp-content/)
      <br /> <br />
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        ### You can view this slidedeck online:
        #### https://andrew.alburydor.com/presentations/april2020
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      .footnote[Thanks for having me!]