How to Run multiple Agents via same VA?

RahulPal
Giga Contributor

3 weeks ago

Hello

 

I am trying to create 2 conversational AI Agents in ServiceNow and I have configured to display both of them in the same Virtual Agent (VA).

Both the Agents are for different domains.

But when I (user) start the chat and put my query/question sometimes the VA correctly classifies which AI Agent to initiate but most of the times it misses both and NowAssist answers on it's own ignoring both my AI Agents.

 

How can I deterministically be sure that the right Agent is selected in the VA based on the user's message?

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1 REPLY 1

Matthew_13
Mega Sage

3 weeks ago

Hi Buddy,

  This behavior is expected when Now Assist is enabled. If Virtual Agent cant confidently route a message to one of your AI Agents, Now Assist acts as the fallback and answers on its own.

If you need deterministic agent selection, you can’t rely only on free-text classification. The most reliable options are:

  • Add a router step at the start (buttons or a short question) to let the user choose the domain, then invoke the correct AI Agent.

  • Use separate entry points/assistants for each domain instead of one shared VA.

  • Limit or disable Now Assist fallback for that VA experience so it doesn’t answer when routing is unclear.

  • Tighten each agent’s scope/availability so overlap is minimized.

In the end: to guarantee the right agent, introduce explicit routing and dont let Now Assist act as the catch-all.

 

@RahulPal - Please mark Accepted Solution and Thumbs Up if you helpful 🙂

MJG
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