Customer Service Virtual Agent conversations

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Customer Service Virtual Agent conversations

    Customer Service Virtual Agent conversations provide predefined chatbot topics that help your customers quickly get assistance with products, orders, cases, and requests. By integrating Natural Language Understanding (NLU) models, these chatbots can interpret customer intents and guide them to the appropriate conversation topic, improving self-service and reducing the need for live agent intervention.

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    Activating Virtual Agent Conversations

    To enable these chatbot conversations, a system or virtual agent administrator must:

    • Enable the Glide Virtual Agent plugin (com.glide.cs.chatbot).
    • Enable the Customer Service Virtual Agent Conversations plugin (com.sncsm.virtualagent).
    • Publish the provided read-only predefined virtual agent chatbot topics and topic blocks.

    These predefined topics include:

    • Check Case Status: Allows users to search and check the status of existing cases.
    • Get Help with a Product: Assists users with product issues, including searching knowledge articles or creating cases.
    • Get Help: Supports anonymous users to search knowledge articles or connect to a live agent; can integrate with Facebook messaging.
    • Get Help with an Order: Enables users to get help with existing orders, search knowledge articles, or create cases.
    • Submit Request: Lets users submit requests and browse catalog items.
    • Create Case: Allows users to create a case when no relevant topics are found.
    • Update Case: Permits users to update existing cases via the Virtual Agent.

    These topics can be duplicated and customized to match your organization's specific needs.

    Activating Virtual Agent Conversations with NLU

    Enabling the Customer Service Virtual Agent Conversations plugin also activates the Customer Service NLU Model for Virtual Agent Conversations (com.sncsm.nlu).

    • This NLU model provides predefined intents that correspond directly to the chatbot topics, such as CheckCaseStatus, GetHelp, GetHelpWithProduct, GetHelpWithOrder, and SubmitRequest.
    • You can customize these intents by importing them into Studio and linking them to your topics.
    • ServiceNow NLU must be enabled in the general settings to leverage intent recognition.

    Practical Benefits for ServiceNow Customers

    • Quickly deploy ready-to-use chatbot conversations tailored for customer service scenarios.
    • Improve customer experience by enabling natural language interactions that accurately route users to relevant help topics.
    • Reduce agent workload by facilitating self-service case management and knowledge article discovery.
    • Customize and extend chatbot topics and intents to fit your organization's unique service processes.

    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.