Virtual Agent with AI Agents

[ayman_h]

Hi,

We plan to implement a Virtual Agent with Now LLM and Genius Q&A turned on.

We plan to build a virtual agent topic that is able to trigger an AI Agent to bring back response to display to the end user.

Can someone confirm if we build a Virtual Agent topic, how do I trigger an AI Agent from the topic? 

I am aware you are able to add a Virtual agent topic as a tool to an AI Agent but not sure how this would work in my use-case.

Regards,

Ayman

[VikMach]

@ayman_h,
I see this is all documented with screenshot, videos and steps in the ServiceNow Docs.
Did you take a look at these setup guides provided by ServiceNow? It has uses cases as well.
Pasting the links for your reference.
Using AI agents in Virtual Agent topics - 
https://www.servicenow.com/docs/bundle/zurich-conversational-interfaces/page/administer/now-assist-s...

You would need AI Connector to configure and trigger an AI Agent from the topic.
Add a conversational topic to an AI agent - 
https://www.servicenow.com/docs/bundle/zurich-intelligent-experiences/page/administer/now-assist-ai-...

Hope this would help.
Let me know if it worked.

Regards,

[rpriyadarshy]

Just to add refer this POST also for your Use Case-- 

Solved: Agentic AI in Virtual agent - ServiceNow Community

Regards

RP

[rpriyadarshy]

Hi 

Can someone confirm if we build a Virtual Agent topic, how do I trigger an AI Agent from the topic? -

Are you looking for exclusive Call from VA Topic -->

  https://www.servicenow.com/docs/bundle/zurich-conversational-interfaces/page/administer/now-assist-s...

******************* OR 

To automatically trigger an AI Agent from the Virtual Agent (VA) on the Service Portal, ensure your AI Agent is integrated with ServiceNow AI Agent Studio and enabled for Virtual Agent. When a user enters a query in the VA chat, the system uses the "Now Assist in VA" Search Application and Search Profile to route the input to the correct AI Agent, matching against skills in the sn_aia_skill_metadata table. You do not need users to manually select a topic; free-text input can invoke the AI Agent if configured properly. Review the sys_cs_skill_discovery_tracking table to monitor utterance-to-skill mapping.

If your custom AI Agent is not discoverable in the VA interface, verify that you have updated your ServiceNow environment to at least Zurich Patch 1 or Yokohama Patch 7, as earlier versions may have defects preventing AI Agent discovery. After updating, published AI Agents should appear and be executable in VA conversations.

For further configuration details and best practices, refer to ServiceNow's documentation on managing AI Agent use cases in Virtual Agent: ServiceNow Conversational Interfaces - Managing Use Cases with AI Agents

Regards

RP