How to Properly Integrate and Invoke AI Agent within Virtual Agent in ServiceNow?

ShrutiJain · 3 weeks ago

Hi everyone,

I’m currently working on integrating the AI Agent within the Virtual Agent on my ServiceNow instance, but I’m encountering some issues and could really use your expertise.

What I’ve done so far:

Activated and configured the AI Agent plugin as per the documentation.
Completed the initial setup, including API keys, model configurations, and any required roles.
Attempted to invoke the AI Agent within Virtual Agent conversations using various methods (e.g., script steps, conversation flow actions).

The problem:

When I try to call or trigger the AI Agent during Virtual Agent conversations, either nothing happens or I receive errors in the logs.
The AI Agent does not seem to respond or provide any output as expected.
I’ve checked permissions, configurations, and logs but still can’t identify what might be missing.

What I’m looking for:

Are there specific prerequisites or configuration steps beyond the plugin activation that I should verify?
What is the correct method or best practice to invoke the AI Agent within a Virtual Agent conversation? Should I use scripting, specific Flow Designer actions, or another integration technique?
Any sample code snippets, Flow Designer setup examples, or Virtual Agent topic configurations that demonstrate how to properly call the AI Agent?
Common pitfalls or troubleshooting tips when integrating AI Agent with Virtual Agent.

Thanks in advance for your help! Any guidance or pointers to relevant documentation would be greatly appreciated.