Extensive usability testing The development program featured extensive usability testing at every stage, We wanted a name for involving 3,000 employees across ASML’s business units, providing detailed our Virtual Agent that feedback for user experience specialists to analyze and develop new features and functionality. our people would feel Live testing sessions were observed by multiple stakeholders to see how users were an instant connection interacting with Violet, which topics were most popular and where information to. Violet comes from gaps existed, producing valuable insights to streamline the user experience. the ultraviolet light in Social media platforms were used to conduct surveys of users to inform the team’s our production process, choices and decision making, with the name of Violet herself selected this way. A specialist user experience copywriter was engaged to ensure that every and, to give her a human conversation with Violet, conducted in English, used consistent language for ease feel, we built a persona of understanding within every topic, important for those with limited use of English. imagining what she Simplifying complexity would be like if she “ServiceNow’s documentation, videos, deployment guides, and Virtual Agent were a real person. Academy sessions were very helpful during this process,” explains Beau. Beau Chaitram, Product Owner ServiceNow These insights prompted ASML to take a very thorough and measured approach ASML to the development of Violet, perfecting a limited number of topics first, enabling more to be added later with confidence. Similarly, early versions of Violet were keyword-based, before moving onto more sophisticated Natural Language Understanding (NLU), in which AI is deployed to analyze and understand users’ intent, based on a few words or statements made during the conversation with Violet. An integration with Microsoft Teams enables direct access to Violet at any time, a valuable feature for remote employees working on conference calls. Conversational analytics dashboards that reveal the most and least used conversations are showing a pleasing alignment with the intelligence gathered during the research and user testing phases. And, while interacting with Violet, if a user wishes to speak directly to a service desk engineer, they can initiate that human contact by selecting Agent Chat. Almost 80% of connections to Agent Chat are accepted within one minute, exceeding the service level agreement. Another feature deployed by ASML is ServiceNow Advanced Work Assignment, which matches inquiries through Violet to the right subject matter expert, with the skills and capacity to respond. ASML