A virtual agent that answers, deflects, and hands off — the moment it should.

The configuration that makes a conversation work — the topics and guided flows, the knowledge they answer from, live-agent handoff, and the wiring that puts the assistant on your web portal, Microsoft Teams, or Slack. The live conversations and the tickets they raise stay in your team's hands; Phyllis builds the flows and channels, not the chats.

She wires the ServiceNow side so the assistant can send and receive on those channels, and if a required integration isn't installed yet she tells you rather than pretending to hand-build it. Provider credentials are always set in the console, never by Phyllis.

Phyllis sets up deflection tracking so your analytics actually capture when the assistant resolves a request on its own, and routes handoff to a live-agent queue on the signals you choose. The result is a customer who asks for a person reaching one instead of looping.

Correct. Phyllis discovers, proposes a plan, and only builds on your explicit approval, with every change staged for review and reversible. Making a topic live is a deliberate publish step she flags separately — an authored flow isn't live until you publish it.

Every claim is cited to where it came from in your live instance — the topics that exist, the deflection numbers your analytics report, the channels actually wired. She reads what's really configured rather than assuming out-of-box defaults.