Virtual Agent use cases for Customer

[Balakrishna_ABK]

We have Implemented Virtual agent with some topics and live agent. Customer is asking how they are benefitting by using VA. Is there any OOB reports or dashboards to showcase to customer that how end user/ customer is benefitted ?

[Pradeep Thipani]

Hi @Balakrishna_ABK ,

Enable the surveys in VA. When ever user submits the survey the responses will capture in asmt_metric_result table.

Thanks,

Pradeep

[nityabans27 · Accepted solution]

Yes, ServiceNow provides out-of-the-box (OOB) reports and dashboards for Virtual Agent (VA) that help showcase how it's performing and how end users are benefitting. These insights can help your customer understand usage, deflection rate, response speed, and user satisfaction, which are key indicators of value.

🔍 OOB Dashboards & Reports to Show VA Benefits

1. Virtual Agent Analytics Dashboard

• Path: Navigate to Virtual Agent > Analytics or Performance Analytics > Dashboards > Virtual Agent Analytics

• Key KPIs shown:

  • Total Conversations (overall usage)

  • Conversations Deflected (no live agent involvement)

  • Conversations Handled by Live Agent

  • Abandonment Rate

  • Topic Usage Breakdown

  • CSAT Scores (if collected)

• Helps demonstrate how many interactions are being resolved automatically by VA.

2. Live Agent Chat Analytics

• Found under Connect Support > Reports or Performance Analytics > Dashboards

• Shows:

  • Handoff rates from VA to live agent

  • Average response time

  • Customer satisfaction trends

• Useful to contrast VA handoffs vs fully resolved interactions.

3. Performance Analytics for Virtual Agent

If PA is licensed and active, you get:

• Trend lines for key metrics over time

• Forecasting and breakdowns by topic, user group, or channel

• Helps show growing adoption and efficiency gains

4. Topic Effectiveness Reports

• Analyze which topics are getting the most usage

• Measure how often each topic resolves user intent

• Filter by successful vs abandoned sessions

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🧠 How to Present Benefits to Customer

Frame the reports as value stories:

• “X% of conversations resolved without live agent” → Cost savings

• “Y seconds average response time” → Faster support

• “Top 5 topics handled by VA” → High-volume issue automation

• “CSAT trend increase over time” → Improved user experience

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If these OOB reports aren't enough or need customization:

• You can create a custom PA dashboard tailored to your customer’s KPIs (e.g., cost per ticket, FTE savings, topic usage growth).