Virtual Agent
Make it easy for employees and customers to resolve issues fast and get what they need, when they need it, with an AI-powered conversational chatbot.
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Virtual Agent
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Benefits of Virtual Agent
Redefine your support experience
Give your employees and customers an experience they’ll love by automating common requests.
Provide self-service anytime
Let users get resolution in seconds—no need to wait for an available live agent.
See immediate business value
Get instant ROI with guided setup, pre-built conversations, integrations, and configuration tools.
Increase deflections and agent productivity
Route issues to a chatbot automatically, reducing call volumes and increasing efficiency.
Features of Virtual Agent
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Personalized experiences
Master top-down planning to align your teams and investments with business goals.
Conversational interfaces
Configure and deploy the look and feel of the chatbot for your organization quickly and easily.
Virtual agent designer
Deploy pre-built conversations or build and test your own custom conversations.
Natural language (NLU)
Discern everyday language using models tuned for ServiceNow® workflows, which can evolve over time.
Additional features
Issue auto resolution
Identify user intentions in submitted issues and proactively initiate a conversation for resolution.
Conversational analytics
Gain insight into user behavior and trends so admins can make quick, informed decisions.
Topic recommendations
Use machine learning to identify critical topics then add suggested conversations with one click.
Multi-language support
Detect and translate conversations dynamically into the end user’s language of choice.
NLU workbench
Create and tune advanced no-code models. Define intents and map entities to Now Platform data easily.
Multiple NLU providers
Use our built-in NLU engine or connect IBM Watson Assistant, Microsoft LUIS, or Google DialogFlow.
Third-party channel integrations
Meet users where they are—on collaboration tools, portals, and apps like Slack and Microsoft Teams.
Live agent hand-off
Transfer conversation history and context to the right agent so they can quickly resolve issues.
Resources
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White Papers
7 Habits for a Highly Effective Chatbot: Virtual Agent Transforms Chat Experiences
Data Sheets
Virtual Agent Data Sheet
Ebooks
Creating Great Customer and Employee Experiences with Virtual Agent
Deliver Better Service for Less with ServiceNow Virtual Agent
Virtual Agent on the HI Service Portal
Case Studies
AI-enabled Virtual Agent Helps ASML Employees Get the Best out of IT Services
Novant Health Creates More Time for Patient Care with ServiceNow
Corteva Reinvents IT Service Delivery
How to get Virtual Agent
Virtual Agent is available with the Now Platform. Deliver workflows that connect people, functions, and systems with the platform of platforms for digital business.
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