Virtual Agent release notes
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Summary of Virtual Agent release notes Australia
The ServiceNow® Virtual Agent application offers a conversational interface to help users quickly access information and perform common tasks. The Australia release enhances Virtual Agent with new capabilities focused on improving chat experiences, personalization, and integration across portals, channels, and mobile apps. These updates enable ServiceNow customers to deliver more contextual and fluid user assistance throughout their platforms.
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Key Features
- Premium Chat Experience: Eligible instances can opt into premium chat, which adapts contextually to user location and activity across the platform. Premium chat supports portals, channels (including Microsoft Teams), and mobile apps, providing a unified conversational experience.
- Assign Search Sources: Administrators can assign specific search sources to chat assistants to improve the relevance of conversational responses.
- Branding and Personalization: Assistants can be customized in tone, persona, and response length via personalization settings enabled through the
snnowassistva.assistantpersonalizationsystem property. Branding options include chat headers, logos, and menu items like phone numbers and emails. - Voice Input Support: Available for premium chat in Now Assist Virtual Agent assistants and for standard, enhanced, and premium chats in the Now Assist panel (Platform assistant).
- Chat Experience Management: Configure greeting, closing, and fallback messages for both premium and legacy chat modes. Default messages are prefilled based on existing legacy content for continuity.
- Assistant Asset Management: View and promote unlimited assets assigned to assistants. Inactive assets are excluded from discoverable and promoted lists.
- Testing Tools: Test assistants across standard, enhanced, and premium chat modes using the Test Assistant button in Assistant Designer, ensuring end-to-end conversation validation before production deployment.
- ServiceNow AI Platform Tiers: The platform offers three AI licensing tiers (Foundation, Advanced, Prime) granting access to features, generative AI skills, and workflows based on customer entitlements.
- Default Employee Slate Assistant: Comes with premium chat enabled by default and can be activated, deactivated, edited, and tested but not deleted. It supports premium branding and channel configurations.
Key Outcomes
- Deliver a seamless, context-aware conversational experience that adjusts dynamically to user context across portals, channels, and apps.
- Enhance user engagement through personalized assistant interactions tailored to brand and tone.
- Leverage voice input capabilities to improve accessibility and ease of use.
- Maintain consistency and continuity by managing fallback and greeting messages linked to legacy and premium chat modes.
- Use comprehensive testing tools to validate assistant behavior before rollout, ensuring high-quality user experiences.
- Utilize AI licensing tiers to scale Virtual Agent capabilities according to organizational needs and entitlements.
- Manage and promote assistant assets efficiently to keep conversational content relevant and discoverable.
The ServiceNow® Virtual Agent application provides user assistance through a conversational interface to help users to quickly obtain information and to perform common work tasks. Virtual Agent was enhanced and updated in the Australia release.
New in the Australia release
- Australia Patch 2
- View assistants
- If you have the com.snc.ex_ai_portal (Employee Slate) app installed, the default Employee Slate assistant is shown, and Employee Slate is mapped to it by default. The default Employee Slate assistant can be activated, deactivated, edited, and tested. It can’t be deleted.
- Display your chat assistant on a portal, channel, or mobile app
- The default Employee Slate assistant comes with premium chat. Premium chat is a contextual chat experience that appears throughout the platform, adapting its behavior and interface based on where users are and what they’re doing.
- Brand and personalize an assistant
- For the default Employee Slate assistant, configure premium chat branding. Select and configure the chat header, chat logo, and chat menu items such as a phone number, email, and link.
- Manage an assistant chat experience
- Depending on your configuration, different greeting, closing, and fallback options may appear. Legacy messages (chat messages) and legacy fallbacks (chat fallbacks) are shown when at least one display experience has standard chat or enhanced chat. Premium messages and premium fallbacks are shown when at least one display experience has premium chat.
- Test a chat assistant
- Test your chat assistant (standard, enhanced, or premium chat) to simulate an end-to-end conversation before moving your experience into a production environment.
- Assistant Designer Asset library
- Use the Test Assistant button to test your LLM assistant in Standard, Enhanced, and Premium Chat, after adding chat experiences in Assistant Designer's Assistants tab.
- ServiceNow product tiers
- 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
Depending on your entitlements, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.
- Premium chat experience for Now Assist Panel - Platform (default) assistant
- The Now Assist Panel - Platform (default) assistant now has the premium chat experience configured by default.
Activation information
Virtual Agent is a ServiceNow AI Platform feature that is active by default.