The ServiceNow Virtual Agent chatbot provides an enterprise conversational experience for both employees and customers to resolve common requests. 
Virtual Agent
Make it easy for employees and customers to resolve issues quickly and get what they need when they need it. Our GenAI-powered, conversational chatbot makes it happen. 
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Benefits of Virtual Agent Redefine your support experience
Provide intelligent exchanges powered by generative AI and automated resolutions to common issues.
Provide self-service anytime
Let users get resolutions in seconds. No need to wait for an available live agent. 
See immediate business value
Get near-instant ROI with guided setup, prebuilt conversations, integrations and configuration tools. 
Increase deflections and agent productivity
Route issues to a chatbot automatically. Reduce call volumes and increase efficiency. 
Features of Virtual Agent Get Data Sheet Personalised experiences
Delight users with relevant, contextual and conversational exchanges that make finding what they need easy.  
Guided setup
Get started quickly using your existing knowledge articles and catalogue items and our prebuilt conversations. 
Conversation designer
Create your own conversations using an intuitive designer that works with any use case.  
Powered by GenAI
Unlock dynamic responses with a virtual agent that understands what users mean and can easily process nonlinear conversations. 
Additional features Agentic AI workflows
Enable users to make requests through a virtual agent to trigger automated workflows performed by AI agents. 
Issue auto resolution
Identify user intentions in submitted issues and start a conversation for resolution.
Conversational analytics
Understand user behaviour and trends to help admins make quick, informed decisions.
Topic recommendations
Use machine learning to identify critical topics and add suggested conversations with one click.
Multiple language support
Detect and translate conversations dynamically into the end user's language of choice. 
Multi-turn conversations
Give requestors what they need quickly with follow-up questions and contextual recall—without having to start a new conversation. 
Synthesised responses
Generate concise, synthesised responses from multiple articles, catalogue items and topics to best resolve any query. 
Third-party channel integrations
Interact with users on collaboration tools, portals and apps like Slack and Microsoft Teams.
Live agent handoff
Transfer chat history and context to agents for faster issue resolution. 
Voice support by phone
Use AI to understand, transcribe and resolve user requests submitted by phone.
Resources See All Resources Video Virtual Agent Overview (3:19) Data Sheet Virtual Agent Ebook Modernise IT Services and Operations with AI Case Studies Federation University Drives Greater User Experience with Service Improvement Mindsprint Optimises Service Delivery with a Unified Platform Fresenius Simplifies Access to IT Support with Virtual Agent Loxam Supports Staff with Automated Processes and Simplified Resolutions
How to get Virtual Agent
Virtual Agent is available with the ServiceNow AI Platform. Deliver workflows that connect people, functions and systems with the platform of platforms for digital business.
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