Virtual Agent

  • Release version: Australia
  • Updated March 24, 2026
  • 2 minutes to read
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    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.

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    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
    For more information, see ServiceNow product tiers.

    Get started with ServiceNow AI Platform Virtual Agent

    Select a tile to get started.

    Get started with Virtual Agent for specific businesses

    To explore Virtual Agent for IT Service Management, Customer Service Management, or HR Service Delivery, select a business tile to learn more.

    Additional resources

    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.