---
sourceDocument: Brazil Conversational Interfaces
sourceDocumentLink: https://www.servicenow.com/docs/r/conversational-interfaces

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Use

# Using Virtual Agent {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Virtual Agent is a self-service messaging platform that enables requesters to resolve common issues independently through a conversational chat interface, and transfers conversations to a live agent when human attention
is required.

## Overview of using Virtual Agent {#use-virtual-agent__cf-using-parent-workflow}

Virtual Agent is a self-service messaging platform that helps requesters resolve issues without contacting a live agent. Prebuilt conversation topics guide requesters through routine IT, HR, customer service, and
workplace tasks, and requesters can also reach Virtual Agent through the same channels they already use, such as web portals, the Now Mobile app, and messaging apps such as Slack and Microsoft Teams.

Generative AI skills from ServiceNow® Otto for Virtual Agent let requesters ask questions and get things done using plain language instead of navigating a fixed menu of topics, and reduce how often a conversation needs to be escalated. When a
conversation does need more than Virtual Agent can provide on its own, it can be transferred to a live agent without losing the context the requester already provided.

* [Using ServiceNow Otto for Virtual Agent](https://www.servicenow.com/docs/X4ZWDZ6dY07cN0L8SSOhfQ "ServiceNow Otto for Virtual Agent enhances the user experience by combining AI Search with generative AI chat skills. These skills can speed up issue resolution and reduce deflection to a live agent.")

  ServiceNow® Otto for Virtual Agent combines AI Search with generative AI chat skills, so requesters can resolve issues faster.
* [Escalate to human assistance](https://www.servicenow.com/docs/foBiIHs_XB6kg1UWmVpFnw "Sometimes a conversation requires human intervention. When this occurs, you can transfer the user to a live agent in Agent Chat.")

  When a conversation requires human intervention, a requester can be transferred to a live agent. Open or abandoned conversations can be managed so they don't stay open indefinitely.
{#use-virtual-agent__cf-using-parent-steps-ul}