--- 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 --- # Virtual Agent # Virtual Agent {#ariaid-title1} Release version: Brazil Updated September 10, 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 uses AI-powered prebuilt conversations to increase deflections and streamline support interactions. Show full answer Show less ## Key Features * **Getting Started:** Users can begin by selecting relevant tiles to explore, configure, and build Virtual Agent functionalities. * **Explore:** Understand how employees, customers, and agents interact with Virtual Agent. * **Configure:** Set up Virtual Agent according to your organization's needs. * **Create Assistants:** Develop and edit large language model (LLM) assistants that power chat experiences. * **Build Conversations:** Design automated conversations and reusable topic components for efficient dialog management. * **Analyze and Optimize:** Use conversational analytics to improve assistant performance. * **Use and Escalate:** Employ Virtual Agent to handle inquiries and escalate to human agents when necessary. * **Translate Conversations:** Utilize Dynamic Translation to support multilingual interactions. * **Reference Materials:** Access detailed Assistant Designer interface descriptions and technical documentation. * **AI Licensing Tiers:** Choose from Foundation (basic AI insights), Advanced (productivity enhancement), and Prime (autonomous AI with customizable assets) licensing options to fit your business requirements. ## Important Considerations * **AI Limitations:** Since the Virtual Agent relies on AI and machine learning, outputs may not always be accurate or appropriate. Customers must evaluate the AI results with human oversight, especially in sensitive fields such as healthcare, finance, legal, and security. * **Data Processing:** Customer data is transferred from individual instances to centralized ServiceNow environments, which may be hosted in different geographic regions or third-party cloud providers like Microsoft Azure. Data handling complies with ServiceNow's internal policies and compliance standards. * **Data Collection and Privacy:** ServiceNow collects inputs and outputs from Virtual Agent interactions to improve AI models. Customers have the option to opt out of future data collection at any time. * **User Experience Improvement:** Aggregate in-app activity is tracked to enhance performance and user experience, focusing on technical metrics rather than personal information. 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 {#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/XXIGI8xIqUOTd3pHv690Og "The ServiceNow Virtual Agent platform provides user assistance through conversations within an intelligent messaging interface. Design and build automated conversations that use large language models (LLMs) and AI to improve deflection rates.") | [ConfigureConfigure Virtual Agent.](https://www.servicenow.com/docs/izc2lMUbrH~gwNuhoLBLwA "Change the preconfigured Virtual Agent default chat experience or create a custom chat experience for your LLM users. You can configure setup topics, specify promoted topics, and if needed, change the search profile.") | [Create assistantsCreate and edit LLM assistants that make up the chat experience.](https://www.servicenow.com/docs/VqsI_t6wXOqMqvl1ImGmaA "LLM assistants help with large language model (LLM) topic discovery. The ServiceNow Otto for Virtual Agent assistant is the default LLM assistant created during the Conversational Interfaces Assistants guided setup.") | | [Build conversations Design and build automated conversations and reusable topic components.](https://www.servicenow.com/docs/qOQICMWBk481tzqsg9dmAg "The Assistant Designer Asset library includes a diagram tool for creating and managing assets, which are blueprints for conversations between a Virtual Agent and a user. You can design topics that help your users resolve common work issues or guide them through self-service tasks.") | [Analyze and optimize performanceAnalyze and improve assistant performance using insights into conversational data.](https://www.servicenow.com/docs/flzPTb73gvJzlwXANjHBbg "Monitor, evaluate, and optimize the performance of your AI-powered assistants from the Analytics tab of the Assistant Designer.") | [Use Virtual AgentUse Virtual Agent and escalate to a human.](https://www.servicenow.com/docs/qtS4kCBrMUK5zCT_HTMtqw "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.") | | [Translate conversationsUse Dynamic Translation in your Virtual Agent conversations.](https://www.servicenow.com/docs/nXV_OBaSgbohRXyA4IA8LQ "If your chat audience is diverse, you want to support them in their own language whenever possible. Use language detection combined with dynamic machine translation to meet that need.") | [ReferenceGet Assistant Designer interface descriptions and Virtual Agent technical details and system properties.](https://www.servicenow.com/docs/RDCKcCjBVF2XmpVkj3S9QA "Reference topics provide descriptions about the Assistant Designer interface components and technical details to learn more about scripting methods and the Virtual Agent Interactions table.") | | [ ] {#virtual-agent-landing-page__table_ev3_ndm_v4b} 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=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US). 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](https://www.servicenow.com/ai-acceptable-use-policy.html), which may be updated by ServiceNow.{#virtual-agent-landing-page__p_kv2_nfg_h1c} ## 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](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0564067).{#virtual-agent-landing-page__p_lv2_nfg_h1c} ## 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](https://www.servicenow.com/docs/access?context=opt-out-of-data-sharing-for-now-assist&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US).{#virtual-agent-landing-page__p_ov2_nfg_h1c} For more information, see the [Now Assist documentation](https://www.servicenow.com/docs/access?context=platform-now-assist-landing&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US).{#virtual-agent-landing-page__p_pv2_nfg_h1c}