Virtual Agent

Release version: Brazil

Updated September 10, 2026

2 minutes to read

Unlock your enterprise productivity with ServiceNow® Virtual Agent. Increase deflections by empowering your employees and customers to serve themselves using a friendly messaging interface, featuring prebuilt conversations powered by artificial intelligence.

Get started with Virtual Agent

Select a tile to get started.

Explore Learn how employees, customers, and agents use Virtual Agent.

ConfigureConfigure Virtual Agent.

Create assistantsCreate and edit LLM assistants that make up the chat experience.

Build conversations Design and build automated conversations and reusable topic components.

Analyze and optimize performanceAnalyze and improve assistant performance using insights into conversational data.

Use Virtual AgentUse Virtual Agent and escalate to a human.

Translate conversationsUse Dynamic Translation in your Virtual Agent conversations.

ReferenceGet Assistant Designer interface descriptions and Virtual Agent technical details and system properties.

The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

Foundation: AI basics to deliver insights
Advanced: AI to boost productivity across relevant use cases
Prime: Act autonomously with all AI assets, and create your own

For more information, see ServiceNow product tiers.

Note:

We improve performance and the user experience by tracking aggregate in-app activity, including interaction with our app. This tracking is focused on aggregated technical information rather than personal information.

AI limitations

This application uses artificial intelligence (AI) and machine learning, which are rapidly evolving fields of study that generate predictions based on patterns in data. As a result, this application may not always produce accurate, complete, or appropriate information. Furthermore, there is no guarantee that this application has been fully trained or tested for your use case. To mitigate these issues, it is your responsibility to test and evaluate your use of this application for accuracy, harm, and appropriateness for your use case, employ human oversight of output, and refrain from relying solely on AI-generated outputs for decision-making purposes. This is especially important if you choose to deploy this application in areas with consequential impacts such as healthcare, finance, legal, employment, security, or infrastructure. You agree to abide by ServiceNow’s AI Acceptable Use Policy, which may be updated by ServiceNow.

Data processing

This application requires data to be transferred from ServiceNow customers' individual instances to a centralized ServiceNow environment, which may be located in a different data center region from the one where your instance is, and potentially to a third-party cloud provider, such as Microsoft Azure. This data is handled per ServiceNow's internal policies and procedures, including our policies available through our CORE Compliance Portal.

Data collection

ServiceNow collects and uses the inputs, outputs, and edits to outputs of this application to develop and improve ServiceNow technologies including ServiceNow models and AI products. Customers can opt out of future data collection at any time, as described in the Now Assist Opt-Out page.

For more information, see the Now Assist documentation.