AI agent in Virtual agent

[PRATEEKM9868376]

📣 Virtual Agent + AI Agent Studio Integration – Need Help

Hi everyone,

I'm currently working on an AI Agent use case in ServiceNow AI Agent Studio. The AI Agent is already created and working as expected within the studio.

Now, I want to trigger this AI Agent automatically through the Virtual Agent on the Service Portal (e.g., CSM Portal).

🎯 Desired Scenario:

When an end user opens the Virtual Agent on the CSM Portal and types their query, the AI Agent should be triggered automatically, and the response should be returned via the chat interface.

I do not want the user to manually select a topic — instead, the AI Agent should be invoked based on their free-text input.

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🔍 What I'm Looking For:

What is the best way to connect my AI Agent task to Virtual Agent?

How do I ensure that user queries typed in Virtual Agent chat are routed to the correct AI Agent?

Do I need to configure NLP intents, VA topics, or something else to make this work seamlessly?

Any detailed steps, best practices, or examples would be greatly appreciated!

Thanks in advance!

[warren_chan · Accepted solution]

This is a good question. We are currently thin on documentation (hopefully getting something soon), but I'll take a shot at it. Here's my understanding of how the discovery pipeline works for the chat interfaces (NAP/VA):

1. sn_aia_skill_metadata record gets created for AI Agent when Virtual Agent is enabled
2. User enters utterance to Virtual Agent
3. NAVA leverages "Now Assist in VA" AIS Search Application
4. "Now Assist in VA" Search Application uses "Now Assist in VA" Search Profile
5. "Now Assist in VA" Search Profile uses "AI Agent Use Case" Search Source
6. "AI Agent Use Case" Search Source has Condition of "skill_table=sn_aia_skill_metadata" and will attempt to match against any existing skills
7. Admin can review sys_cs_skill_discovery_tracking table for utterances to VA skill discovery mapping