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Virtual Agent

Make it easy for employees and customers to resolve issues fast and get what they need, when they need it, with an AI-powered conversational chatbot.

Benefits of Virtual Agent

Redefine your support experience

Give your employees and customers an experience they’ll love by automating common requests.

Provide self-service anytime

Let users get resolution in seconds—no need to wait for an available live agent.

See immediate business value

Get instant ROI with guided setup, pre-built conversations, integrations, and configuration tools.

Increase deflections and agent productivity

Route issues to a chatbot automatically, reducing call volumes and increasing efficiency.

Features of Virtual Agent

Personalize conversations with an intelligent chatbot

Personalised experiences

Meet your users where they are with personalised and intelligent experiences to address their issues.

Manage conversational interfaces faster and easier through a homepage experience

Conversational interfaces

Configure and deploy the look and feel of the chatbot for your organisation quickly and easily.

Build and test chatbot conversations easily

Virtual agent designer

Deploy pre-built conversations or build and test your own custom conversations.

Communicate easily with natural language understanding

Natural language (NLU)

Discern everyday language using models tuned for ServiceNow® workflows, which can evolve over time.

Additional features

Issue auto resolution

Identify user intentions in submitted issues and proactively initiate a conversation for resolution.

Conversational analytics

Gain insight into user behaviour and trends so admins can make quick, informed decisions.

Topic recommendations

Use machine learning to identify critical topics then add suggested conversations with one click.

Multi-language support

Detect and translate conversations dynamically into the end user’s language of choice.

NLU workbench

Create and tune advanced no-code models. Define intents and map entities to Now Platform data easily.

Multiple NLU providers

Use our built-in NLU engine or connect IBM Watson Assistant, Microsoft LUIS or Google DialogFlow.

Third-party channel integrations

Meet users where they are—on collaboration tools, portals and apps like Slack and Microsoft Teams.

Live agent hand-off

Transfer conversation history and context to the right agent so they can quickly resolve issues.

Virtual Agent is part of the Now Platform

How to get Virtual Agent

Virtual Agent is available with the Now Platform. Deliver workflows that connect people, functions and systems with the platform of platforms for digital business.

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Talk to an expert

Get answers to your questions and discover how ServiceNow can help you transform your business with modern digital workflows.