Virtual Agent Lite - Version: Australia

SohamTipnis
Mega Sage

6 hours ago

Hey ServiceNow Community 👋,

 

Sharing my March learning journey and something interesting I explored recently. 😎

 

Everyone is talking about GenAI and AI, but have you heard about Virtual Agent Lite?

 

In my previous blog, I touched on Now Assist for ITSM: Transforming IT with Generative AI, but at that time I wasn’t aware of Virtual Agent Lite. So I explored it further, and here is a simple breakdown.

 

⭐What is Virtual Agent Lite?


Virtual Agent Lite is a limited version of Virtual Agent, available for ITSM Standard customers.

It allows you to quickly set up a chatbot using pre-built ITSM conversation topics for common support use cases.

Comes pre-installed

Works on web chat and channels like

  • Slack
  • Microsoft Teams,
  • Facebook Messenger

Uses keyword-based conversations, configured using Virtual Agent Designer.

 

Key Features

Virtual Agent Lite provides pre-built ITSM self-service conversations that help address common support requests efficiently. It supports multiple communication channels such as Slack, Microsoft Teams, and Facebook Messenger, making it accessible across platforms. Additionally, it includes localization framework support, although it is available in a read-only mode. One of its main advantages is its simple and quick setup, allowing users to get started with minimal configuration.

 

Limitations

Despite its ease of use, Virtual Agent Lite has several limitations. It does not allow custom topic creation, which restricts flexibility. It also does not support Natural Language Understanding (NLU), meaning all interactions are keyword-based rather than conversational. Many configuration options are read-only, limiting customization. Furthermore, it does not provide an analytics dashboard and is restricted to basic ITSM use cases.

 

 

Virtual Agent vs Virtual Agent Lite

The full Virtual Agent is an AI-powered solution that supports natural language understanding, offers full customization, and is capable of handling complex workflows across different modules. In contrast, Virtual Agent Lite is a keyword-based solution with limited topics, designed primarily for basic ITSM scenarios.

In simple terms, Virtual Agent Lite can be considered a basic version, while the full Virtual Agent is a more advanced and feature-rich solution.

Best Part

One of the key advantages of Virtual Agent Lite is that it comes pre-installed in the instance. To start using it, you simply need to activate the “ITSM Virtual Agent Conversation Topics Lite” plugin.

 

Before you begin

If you plan to integrate Virtual Agent Lite with Slack, Microsoft Teams, Workplace, or Facebook Messenger apps, you must be an administrator for those messaging apps.

😑Role required: virtual_agent_admin or admin

 

Procedure

  1. Activate the ITSM Virtual Agent Conversation Topics Lite plugin:
    1. Navigate to All > Plugins.
    2. In the Search field, type ITSM Virtual Agent.
    3. Find the entry for ITSM Virtual Agent Conversation Topics Lite (com.snc.itsm.virtualagent.lite), and then select Activate.
  2. Optional: Configure Virtual Agent Lite for additional portals.
    Virtual Agent Lite appears in the service portal by default. For more information about configuring the Service Portal, see Service Portal events.
  3. Preview and test ITSM Virtual Agent Lite topics in Virtual Agent Designer.
    Two topics are available for use with Virtual Agent Lite.
  4. Duplicate and publish ITSM Virtual Agent Lite topics.
    Users can now access Virtual Agent Lite topics.

 

Final Thoughts

Virtual Agent Lite is a good starting point to explore conversational capabilities in ServiceNow without requiring advanced licensing.

As requirements grow, upgrading to the full Virtual Agent unlocks more advanced capabilities.

Would be interested to know if others have explored Virtual Agent Lite and their experience with it.

 

 

What I Learned

  • Virtual Agent Lite is a practical lightweight chatbot, not just a demo
  • It works on keyword-based logic rather than AI/NLU
  • Many features are restricted, especially customization
  • It is useful for understanding Virtual Agent fundamentals
  • It is a good starting point for smaller implementations
  • There is a clear upgrade path to full Virtual Agent

 

Summary

  • Virtual Agent Lite is a basic, keyword-driven chatbot with limited functionality
  • Full Virtual Agent is AI-powered with advanced capabilities and customization
  • Lite is best suited for simple ITSM use cases and learning purposes
  • For complex automation and scalability, full Virtual Agent is required

 

Documentation used for this post is: 

 https://www.servicenow.com/docs/r/conversational-interfaces/virtual-agent/quick-start-va-lite.html

 

Let me know what you think about this concept!!!!

 

If you find my answer useful, please mark it as helpful. 😊 ‌‌


Regards,
Soham Tipnis
ServiceNow Developer || Technical Consultant
LinkedIn: www.linkedin.com/in/sohamtipnis10

 
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