---
sourceDocument: Zurich IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/it-service-management

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Virtual Agent

# Agentic AI in the Virtual Agent application {#ariaid-title1}

* Release version: Zurich
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Use AI agents in Virtual Agent to autonomously resolve tasks.

## Platform Requester AI agents {#itsm-va-ai-agents__section_hj2_2lb_xgc}

View tickets and make updates to them from ServiceNow Otto for Virtual Agent, the ServiceNow Otto panel, or Microsoft Teams using the Request Status AI agent. For more information, see [Platform Request status AI agent](https://www.servicenow.com/docs/access?context=ticket-status-aia&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US).

## ITSM AI agents used in Virtual agent {#itsm-va-ai-agents__section_b2r_yzl_vgc}

The DEMO Password reset agent is a demo AI agent that provides requesters with password reset instructions for the account that they need help with. The agent guides the users with these instructions from KB articles in their self-service portal. When you install the ServiceNow Otto for IT Service Management plugin (sn_itsm_gen_ai) along with the demo data, you can use the DEMO Password reset agent to provide you with password reset instructions.  
Note:  
The agent is shipped inactive by default.  
To activate, in the Select channels and status screen:

* Enable the Allow button in the Engage via Virtual Agent assistants section.
* In the Chat assistants field, select ServiceNow Otto in Virtual Agent (default) to use the AI agent from the Virtual Agent.
* In the Activation status section, enable the This AI agent is active button.

{#itsm-va-ai-agents__ul_y4y_z3m_whc}

The DEMO Password reset agent uses the ESC Portal Default Search Profile.