--- sourceDocument: Australia Conversational Interfaces sourceDocumentLink: https://www.servicenow.com/docs/r/conversational-interfaces Release : - australia ft:locale : - en-US ft:publication_title : - Australia Conversational Interfaces ft:clusterId : - convint bundleId : - convint workflow : - Platform --- # Virtual Agent # Virtual Agent {#ariaid-title1} * Release version: Australia * * Updated March 24, 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Virtual Agent ServiceNow® Virtual Agent enhances enterprise productivity by enabling employees and customers to self-serve through an intuitive messaging interface. It offers prebuilt AI-powered conversations that increase deflections and reduce manual support efforts. The platform includes three AI licensing tiers---Foundation, Advanced, and Prime---catering to varying needs from basic insights to full autonomous AI capabilities. Show full answer Show less ## Key Features * **Prebuilt Conversations:** Ready-to-use topics tailored for common tasks in IT Service Management, Customer Service Management, HR Service Delivery, Workplace Service Delivery, Field Service Management, Project Portfolio Management, and Legal Service Delivery. * **AI Licensing Tiers:** Foundation for basic AI insights, Advanced for productivity enhancement, and Prime for autonomous AI actions and custom AI asset creation. * **Comprehensive Implementation Support:** Step-by-step guidance to activate, plan, configure, build, deploy, integrate, maintain, and analyze Virtual Agent solutions. * **Performance Analytics:** Tools to gain insights into conversational data to continually improve Virtual Agent interactions. * **Integration Capabilities:** Extend Virtual Agent functionality by connecting with other applications to fit enterprise workflows. ## Key Outcomes * Empowers employees and customers to resolve issues independently, improving overall service efficiency. * Reduces support costs by deflecting routine inquiries through AI-driven self-service. * Accelerates deployment with predefined topics aligned to specific business functions. * Provides actionable insights to refine conversational experiences and optimize AI performance. * Supports customization and scalability with advanced AI licensing options and integration flexibility. 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. 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 {#virtual-agent-landing-page__ul_szz_vjt_43c}For more information, see [ServiceNow product tiers](https://www.servicenow.com/docs/access?context=ai-native-sku-overview&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). ## Get started with ServiceNow AI Platform Virtual Agent {#virtual-agent-landing-page__section_mhc_bkn_t4b} Select a tile to get started. |-|-|-| | [Explore Learn how employees, customers, and agents use Virtual Agent.](https://www.servicenow.com/docs/P1N4KSIguXMhXXc94jLJiQ "The ServiceNow Virtual Agent platform provides user assistance through conversations within an intelligent messaging interface. Design and build automated conversations with an out-of-the-box system that help your users quickly obtain information, make decisions, and perform common work tasks with Virtual Agent.") | [ActivateActivate Virtual Agent.](https://www.servicenow.com/docs/MA8jCNW6rAbe8nTMZAS7dw "Using the Conversational Interfaces console, you can quickly add Virtual Agent to a portal, configure branding, personalize the greeting, and begin to use pre-built ITSM Virtual Agent conversations.") | [Plan and configure Plan and configure your Virtual Agent implementation.](https://www.servicenow.com/docs/e~7rqiwPAMUEVwMoR2yziw "Configure the Virtual Agent features, components, and integrations that you need to provide support to your employees, IT teams, and customers.") | | [Build and deploy Design and build automated conversations and reusable topic components.](https://www.servicenow.com/docs/rZyeCINDSjqeU6FzO6uTlA "Convert the time your agents and technicians spend handling low-impact user requests into an intelligently managed interaction. Enable Virtual Agent with NLU to understand the intent of what people are looking for and provide them with more relevant answers.") | [Integrate and maintain Extend Virtual Agent capabilities by integrating with other applications.](https://www.servicenow.com/docs/Q1SBjuhJ7dzhewffLpZALg "Integrate and extend the capabilities of Virtual Agent by connecting to your employees and customers where they already are. They are engaged in web portals, Now Mobile apps, and collaboration tools such as Slack, Microsoft Teams, Facebook Messenger consumer app, Workplace enterprise messaging app, and any other popular chat or messaging app.") | [Analyzing Virtual Agent performanceAnalyze and improve Virtual Agent interactions using insights into conversational data.](https://www.servicenow.com/docs/1wuV3hESiRrQ5oVn03H_5g "Analyze the performance of Virtual Agent through preconfigured dashboards.") | | [ReferenceGet Virtual Agent Designer interface descriptions and Virtual Agent technical details.](https://www.servicenow.com/docs/jSo~lemoHVLUkx4w~tbAyQ "Reference topics provide descriptions about the Virtual Agent Designer interface components and technical details to learn more about scripting methods, Natural Language Understanding system entities, and the Virtual Agent Interactions table.") | | | [ ] {#virtual-agent-landing-page__table_ev3_ndm_v4b} ## Get started with Virtual Agent for specific businesses {#virtual-agent-landing-page__section_bmv_2b4_t4b} To explore Virtual Agent for IT Service Management, Customer Service Management, or HR Service Delivery, select a business tile to learn more. |-|-|-|-| | [Virtual Agent for IT Service Management Predefined Virtual Agent topics to help your employees complete common IT-related tasks.](https://www.servicenow.com/docs/access?context=itsm-virtual-agent&version=australia&pubname=australia-it-service-management&ft:locale=en-US) | [Virtual Agent for Customer Service Management Predefined Virtual Agent topics to help your customers complete common self-service tasks.](https://www.servicenow.com/docs/access?context=activate-virtual-agent-csm&version=australia&pubname=australia-customer-service-management&ft:locale=en-US) | [Virtual Agent for HR Service Delivery Predefined Virtual Agent topics to help your employees complete common HR-related tasks.](https://www.servicenow.com/docs/access?context=hr-virtual-agent-conversations&version=australia&pubname=australia-employee-service-management&ft:locale=en-US) | [Virtual Agent for Workplace Service Delivery Predefined Virtual Agent topics to help your employees complete common workplace-related tasks.](https://www.servicenow.com/docs/access?context=va-conversations-wsd&version=australia&pubname=australia-employee-service-management&ft:locale=en-US) | | [Virtual Agent for Field Service Management Predefined Virtual Agent topics to help your customers complete common field service management tasks.](https://www.servicenow.com/docs/access?context=virtual-agent-fsm&version=australia&pubname=australia-field-service-management&ft:locale=en-US) | [Virtual Agent for Project Portfolio Management Predefined Virtual Agent topics to help your customers complete common Project Portfolio Management tasks.](https://www.servicenow.com/docs/access?context=ppm-va-overview&version=australia&pubname=australia-it-business-management&ft:locale=en-US) | [Virtual Agent for Legal Service Delivery Predefined Virtual Agent topics to help your customers complete common legal-service tasks.](https://www.servicenow.com/docs/access?context=legal-va-conversations&version=australia&pubname=australia-employee-service-management&ft:locale=en-US) | | [ ] {#virtual-agent-landing-page__table_wlx_qdm_v4b} ## Additional resources {#virtual-agent-landing-page__section_vzb_f2m_4pb} * [Virtual Agent and Natural Language Understanding (NLU) community forum](https://community.servicenow.com/community?id=community_forum&sys_id=bf5abf94db54e3c42be0a851ca961915) * [Conversational Interfaces Academy](https://www.servicenow.com/community/virtual-agent-nlu-articles/conversational-interfaces-academy-live-builds-and-q-amp-a-join/ta-p/2345155) {#virtual-agent-landing-page__ul_qrd_v2m_4pb} 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.