--- sourceDocument: Zurich Enable AI sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/intelligent-experiences Release : - zurich ft:locale : - en-US ft:publication_title : - Zurich Enable AI ft:clusterId : - platai bundleId : - platai workflow : - Platform --- # Virtual Agent and NLU Workbench integration # Virtual Agent and NLU Workbench integration {#ariaid-title1} Release version: Zurich Updated April 16, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Virtual Agent and NLU Workbench integration This integration enables Virtual Agent administrators to manage and update their Natural Language Understanding (NLU) models directly within the Virtual Agent Designer interface. It streamlines the process of creating, configuring, and applying NLU models and intents to conversation topics, enhancing the flexibility and accuracy of Virtual Agent interactions. Show full answer Show less For customers using Now Assist in Virtual Agent, existing NLU topics can be migrated to new Large Language Model (LLM) topics through a built-in topic migration feature. ## Integration Setup and Roles * Administrators must create NLU models and intents in the NLU Workbench, requiring either the **admin** or **nluadmin** role. * In Virtual Agent General Settings, administrators must enable NLU, select the NLU service provider, and enable any language-specific models as needed. * Within Virtual Agent Designer, admins apply NLU models to conversation topics by selecting the NLU model, intent, and topic switching behavior in Topic Properties. * Input controls within topics can be configured for entity extraction using NLU properties. * Dialog Acts can optionally be enabled (English only) to allow the Virtual Agent to respond flexibly to mid-conversation user modifications, supporting response types such as Modify, Affirm, and Negate. ## Managing NLU Models within Virtual Agent Designer * Administrators with **virtualagentadmin** or **admin** roles can update intent utterances, train, test, and publish NLU models without leaving the Virtual Agent Designer interface. * This integrated workflow improves efficiency by consolidating NLU model management and topic configuration. ## Publishing Topics with NLU Models * Once an NLU model is published in the NLU Workbench, it becomes available in Virtual Agent Designer for mapping to topics. * When publishing a topic, the selected NLU model and intent are mapped seamlessly to the topic. * Publishing will fail if: * The model is untrained or currently training. * The latest trained model is already published with a Virtual Agent topic. * The intent is not enabled in the model. This integration empowers ServiceNow customers to efficiently build and maintain intelligent Virtual Agent conversations with tight coupling between NLU model management and conversational topic design, resulting in better user experiences and streamlined administration. Virtual Agent administrators can access and update their NLU models from within the Virtual Agent Designer user interface. Note: If you have Now Assist in Virtual Agent, you can continue to use your existing NLU topics and migrate them into new LLM topics using the topic migration feature within Virtual Agent Designer. For more information on topic migration, see [Migrate NLU topics to LLM topics](https://www.servicenow.com/docs/access?context=migrate-nlu-llm&version=zurich&pubname=zurich-conversational-interfaces&ft:locale=en-US). ## Integration setup tasks, roles, and details {#virtual-agent-nlu-model-builder-integration__section_fbk_n5t_4lb} As Virtual Agent administrators create and configure their conversation topics, they must first create their NLU model and its associated intents in the NLU Workbench. This action requires they use the NLU Workbench and the admin or nlu_admin role. In addition, they must also complete the following tasks in Virtual Agent General Settings. * Enable NLU. * Select the NLU service provider. * If using language-specific NLU models, enable the languages for those models. {#virtual-agent-nlu-model-builder-integration__ul_ldz_5pd_xlb} Virtual Agent administrators must also apply their NLU model to a conversation topic by completing the following tasks in Virtual Agent Designer: * In Topic Properties, select the NLU model, the NLU intent, and the topic switching behavior. * For input controls used in the topic flow, set the NLU properties for entity extraction. {#virtual-agent-nlu-model-builder-integration__ul_wgb_tqd_xlb} Optionally, admins can activate Dialog Acts to enable Virtual Agent to respond flexibly when users make a modification in mid-conversation. Currently available response types are Modify, Affirm, and Negate, based on the last 5 exchanges in the conversation. Dialog Acts can be configured for English only, in Topic Properties. For more information see [Dialog Acts for Virtual Agent](https://www.servicenow.com/docs/access?context=c_dialog-acts&version=zurich&pubname=zurich-conversational-interfaces&ft:locale=en-US). After the NLU model is complete and associated with a Virtual Agent conversation topic, administrators with the virtual_agent_admin or admin role can do the following from within the Virtual Agent Designer user interface. * Update NLU intent utterances. * Train, test, and publish the NLU model. {#virtual-agent-nlu-model-builder-integration__ul_ybx_dbf_zvb} For more information, see [Natural Language Understanding (NLU) topic discovery in Virtual Agent](https://www.servicenow.com/docs/access?context=va-NLU&version=zurich&pubname=zurich-conversational-interfaces&ft:locale=en-US). ## Publishing topics from Virtual Agent {#virtual-agent-nlu-model-builder-integration__section_sdl_rhx_h5b} When your model is published in the NLU Workbench, it's ready to use in Virtual Agent Designer. When editing a topic, click the Properties tab to select a model and intent to map to that topic. When you click Publish, the model and intent are mapped to that topic and published seamlessly. Publishing a topic with a mapped intent fails for the following reasons: * Model isn't trained, or training is in progress. * The last trained model is already published with a VA topic. * The intent is not enabled in the model. {#virtual-agent-nlu-model-builder-integration__ul_hhb_14x_h5b}