Virtual Agent - Now Platform® - ServiceNow

Solutions Platform Customers Explore

Solutions

Products
Use cases
Industries

IT

Manage IT strategy, operations, service delivery, and apps on our single system of action.

Security

Automate, predict, digitize, optimize, monitor, and resolve risks by impact for security, compliance, and IT.

Deliver fast, personal service to employees while increasing productivity.

Customer Service

Connect customer service with other orgs to resolve issues faster, lower cost, and boost satisfaction.

Intelligent Applications

Build business apps fast—whether you’re a pro coder or novice—with tools, templates, and more.

View All Products

Modernize IT service management

Eliminate service outages

Run IT like a business

Resolve security incidents and vulnerabilities fast

Consumerize the employee service experience

Increase customer satisfaction by solving issues faster

Digitize your business with intelligent apps

Financial services

Government

Healthcare

Higher education

Life sciences

Platform

Overview

Trust and Security

Certified apps

Application development

Customers

Case studies

Customer success center

Training and certification

User community

Product documentation

Support portal

Explore

About our company

Events and webinars

Insights and Research

Calculate your savings

Why ServiceNow

Partner programs

Take me directly to:

Careers Trust Partners Developer Portal Training Locations Asset Management Incident Management

Virtual Agent

ServiceNow Virtual Agent is a chatbot solution that helps you build conversational workflows for employees and customers to resolve common ServiceNow actions (IT requests, HR tasks and customer service inquiries) via the chat interface of your choice.

Benefits

Improve service by providing customers and employees instant answers through 24/7 automated support

Reduce agent workload by resolving common requests so your employees can spend more time on complex inquiries

Scale business efficiency by lowering costs and handling higher volume of routine tasks

Application Highlights

Simplify common IT requests in the Service Portal

ITSM Virtual Agent in Service Portal

Simplify common IT requests in the Service Portal

Simplify common Customer Service requests

Customer Service Virtual Agent in Service Portal

Simplify common Customer Service requests

Simplify common HR requests

HR Virtual Agent in Employee Service Portal

Simplify common HR requests

Simplify how you build virtual agents and conversational workflows

Virtual Agent Designer

Simplify how you build virtual agents and conversational workflows

Feature Details

All

Native Integration to the Now Platform

Access any ServiceNow service catalogs, Knowledge Base items, IT incidents, and more using in‑context conversations.
Virtual Agent Designer

Anyone can design conversation workflows without the need for scripting and advanced skills. Developers get the flexibility to build virtual agents that support previews, testing, branching, looping, and scripting for advanced scenarios (REST).
Out-of-the-box Conversation Topics

Out‑of‑the‑box conversations for ServiceNow applications like ITSM, HR, and Customer Support make it quick and simple to guide users from conversation to resolution. These templates can be easily customized and connected to workflows specific to your enterprise.
Multiple Messaging Platforms

Out‑of‑the box integrations with Microsoft Teams, Slack, Web and Mobile chat channels. Developers and administrators can also use custom scripting to work within the messaging interface of their choice.
Assistive Agent

Transfer to a live human agent at any time during a conversation for a seamless handoff between a virtual agent and a customer or employee. There are also clear visual indicators of who is responding at all times.
Natural Language Processing

Understand complex intents and entities using 3^rd party NLP technologies such as IBM Watson, Microsoft Luis, and Wit.ai

With the recent acquisition of Parlo, ServiceNow plans to bring native NLP capabilities to the Now Platform in future product releases

Resources

VIDEOS

Virtual Agent Overview

Virtual Agent Use Cases

Use Agent Intelligence with Customer Service Management

Virtual Agent for IT Service Management

Resolve routine IT requests on demand using a chatbot. Use out‑of‑the‑box conversations to automate tasks ranging from creating incidents to requesting and approving new services.

LEARN MORE VIEW DEMO

Use Agent Intelligence with Customer Service Management

Virtual Agent for Human Resources

Make it quicker and easier for employees to get answers to routine HR requests using a chatbot. Use out‑of‑the‑box conversations to automate interactions ranging from pay discrepancies to updating an employee profile.

LEARN MORE VIEW DEMO

Use Agent Intelligence with Customer Service Management

Virtual Agent for Customer Service

Resolve routine customer requests and answer frequently asked questions using a chatbot integrated with your customer service portal. Use out‑of‑box conversations to automate common interactions such as creating a product case to checking order status.

LEARN MORE VIEW DEMO