How Does Virtual Agent with Now Assist Learn?

[Geraldina Valer]

Hi Community,

We recently implemented Now Assist for Virtual Agent in our ServiceNow instance, and our users have started using it.

However, some users have expressed concerns that the assistant does not seem to improve over time. They feel that it provides the same answers repeatedly and that they need to re-explain the same information when asking similar questions in different sessions.

We would like to better understand the expected behavior of Now Assist for Virtual Agent.

Does Now Assist learn from user interactions over time?
Does it retain information from previous conversations?
Are there any specific configurations or features that need to be enabled to improve its responses?
What are the main limitations regarding learning and memory?

We would appreciate any guidance or best practices from organizations that have already implemented this solution.

Thank you in advance for your help. 🙂

[Tanushree Maiti]

Hi @Geraldina Valer 

Check  Now Assist FAQs. 

"

I'm getting different results between Now Assist in Virtual Agent and Now Assist in Search in portal. How do I resolve this?

First, ensure that your Now Assist plugins are up to date for your instance. Re-index AI Search sources in case it's a search issue.

Then, ensure that the search profile for the Virtual Agent is the search as the search profile for the portal (configured in Portals > Search Application).

If you like, you can also navigate to the Now Assist in VA setup page > Assistants > Information Sources, and click “Copy existing configuration” to copy over an existing search profile from portal to the Virtual Agent. "