Agent Chat release notes
The ServiceNow® Agent Chat application enables agents to interact directly with end users through chat. Agent Chat was enhanced and updated in the Washington DC release.
Agent Chat highlights for the Washington DC release
Automatically generate chat summarizations for conversations that are transferred between requesters, virtual agents, and live agents.
See Exploring Agent Chat for more information.
New in the Washington DC release
- Chat summarization
- Automatically generate chat summarizations for conversations that are transferred between requesters, virtual agents, and live agents.
Activation information
Agent Chat is a ServiceNow AI Platform feature that is available with activation of the Agent Chat plugin (com.glide.interaction.awa). For details, see Configuring Agent Chat.