Customer Service Virtual Agent conversations

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Customer Service Virtual Agent Conversations

    The Customer Service Virtual Agent Conversations provide predefined chatbot interactions to assist users with various product-related inquiries. By utilizing Natural Language Understanding (NLU), the virtual agent can interpret user intents and guide them to appropriate solutions effectively.

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    Key Features

    • Predefined Topics: Users can access specific topics such as checking case status, obtaining product help, and submitting requests.
    • Integration with NLU: The conversation capabilities are enhanced with the automatic activation of the Customer Service NLU Model when the relevant plugins are enabled.
    • Customization: Administrators can duplicate and modify existing chatbot topics to better fit organizational needs.
    • Anonymous Chat Capability: Users can engage with the virtual agent without logging in, facilitating a seamless experience.

    Key Outcomes

    By activating these virtual agent conversations, ServiceNow customers can streamline support processes, enhance user satisfaction through quick resolutions, and efficiently manage customer inquiries by leveraging automated responses powered by NLU. Key intents such as checking case status or getting help with an order are readily available, ensuring users receive timely assistance.

    Predefined Customer Service Virtual Agent chatbot conversations enable your customers to get help with the product. Integrating Natural Language Understanding (NLU) models with your virtual agent chatbot topics enables chatbots to analyze, understand, and navigate the user to the right topic based on the inferred intent.

    A conversation topic defines the dialog between the Virtual Agent (chatbot) and the user to accomplish a specific goal.

    Activating Virtual Agent conversations

    The system administrator or a virtual agent admin must do the following to enable the chatbot conversations:
    • Enable the Glide Virtual Agent plugin (com.glide.cs.chatbot).
    • Enable the Customer Service Virtual Agent Conversations plugin (com.sn_csm.virtualagent).
    • Publish the following read-only pre-defined virtual agent chatbot topics and topic blocks:
      Note:
      You can duplicate a topic and then customize it.
      • Check Case Status (Template)

        Users can search cases and check the status of an existing case.

      • Get Help with a Product (Template)

        Users can get help on an issue with a product, search relevant knowledge articles, or create a case for the issue.

      • Get Help (Template)

        This topic is for users who are not logged in and want to chat anonymously. Users can use keywords and search relevant knowledge articles or choose to be transferred to a live agent. You can integrate this topic with the Virtual agent - Facebook messaging integration to enable chat using your messaging application.

      • Get Help with an Order (Template)

        Users can get help on an issue with an existing order, search relevant knowledge articles, or create a case for the issue.

      • Submit Request (Template)

        Users can submit a request for searching and using one of the catalog items.

      • Create Case

        Creates a case from Virtual Agent when no relevant topics for the issue you have are displayed.

      • Update Case

        Users can update a case from Virtual agent.

    Your users can run the published topics in your chat support client.

    Activating Virtual Agent conversations with NLU

    • The Customer Service NLU Model for Virtual Agent Conversations (com.sn_csm.nlu) plugin is automatically enabled when you enable the Customer Service Virtual Agent Conversations plugin (com.sn_csm.virtualagent).
      After you enable the plugin, you can view the following read-only intents for the Customer Service NLU for VA models in Studio:
      • CheckCaseStatus
      • GetHelp
      • GetHelpWithProduct
      • GetHelpWithOrder
      • SubmitRequest

      Each intent corresponds to a chatbot topic. To customize an intent, you can import an existing intent from the Customer Service NLU for Virtual Agent model and then link the NLU model with the associated intent for the topic.

    • Enable ServiceNow NLU in the general settings.