Enabling dialog intelligence

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Enable support for dialog intelligence in ITSM Virtual Agent to let the Virtual Agent dynamically react to user utterances and modifications during your conversation.

    The IT Service Management topics leverage the latest platform Dialog Acts enhancements by changing the toggle from node-level to the topic-level. The Dialog Acts enhancement is enabled for all the topics available in Virtual Agent and Virtual Machine applications.

    For more information about Dialog Acts enhancements on the ServiceNow AI Platform, see Dialog Acts for Virtual Agent.