Building and deploying Virtual Agent

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.

You can quickly deploy AI‑powered chatbot conversations using customizable templates for the most common enterprise IT, HR, and customer service scenarios. You can design, build, and test conversations with Virtual Agent Designer.

• Getting started with Virtual Agent Designer
  The Virtual Agent Designer is 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.
• Case and incident deflection in Virtual Agent
  Virtual Agent provides several self-service options for your user that can help deflect tickets.
• Exploring other Virtual Agent features
  After creating topics with the basic Virtual Agent Designer controls and scripting, you can also enhance conversation functionality and topic maintenance by using additional Virtual Agent features.
• Using Virtual Agent with a live agent
  Sometimes a conversation requires human intervention. When this occurs, you can transfer the user to a live agent in Agent Chat.
• Virtual Agent API
  The ServiceNow® Virtual Agent API is a REST API built on ServiceNow's conversational custom chat integration framework, enabling integration with enterprise or third-party chat interfaces, or as a secondary bot in multi-bot environments.
• Using Virtual Agent Bot Interconnect in your configuration
  Use Virtual Agent Bot Interconnect to create a unified chat experience across multiple channels. You can support secondary bots, such as Google Dialogflow, Microsoft Power Virtual Agents, and ServiceNow® Virtual Agent.
• Localization options for Virtual Agent
  The ServiceNow platform provides several methods for serving your international Virtual Agent users, regardless of their language and locale. Professionally localize your conversations, use dynamic machine translation, or a combination of the two.