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Virtual Agent

ServiceNow Virtual Agent is an enterprise chatbot solution native to the Now Platform® that enables you to resolve common requests, increase customer satisfaction, and keep agents focused on what matters.


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 volumes of routine tasks

Application Highlights

Take chat from conversation to resolution

Take chat from conversation to resolution

Elevate the IT service experience


Elevate the IT service experience

Increase customer satisfaction


Increase customer satisfaction

Enhance the employee experience


Enhance the employee experience

Simplify how you build and deploy chatbots

Enterprise chatbot designer

Simplify how you build and deploy chatbots

Feature Details

  • Native to the Now Platform

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

  • Virtual Agent Designer

    The graphical interface enables anyone to design conversational workflows without the need for scripting and advanced skills.

    Developers can flexibly build enterprise chatbots that support previews, testing, branching, looping, and scripting for advanced scenarios (REST).

  • Pre-built Conversation Topics

    Quickly build, customize, and deploy chatbots using pre‑built templates for IT, HR, and customer service conversations.

  • Enterprise Messaging Channels

    Get out‑of‑the box integrations with Microsoft Teams, Slack, and Workplace by Facebook.

  • Live Agent Hand-off

    Seamlessly transfer the chat history and context to a live human agent.

  • Natural Language Processing

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

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


Virtual Agent Use Cases

Virtual Agent for IT Service Management (ITSM)

Resolve routine requests on demand and elevate the IT service experience by automatically responding to requests, like creating incidents, approving requests, and ordering equipment.

Virtual Agent for Human Resources

Make it quicker and easier for employees to get answers to routine HR requests automatically, like handling pay discrepancies, updating employee profiles, requesting time off, and more.

Virtual Agent for Customer Service

Resolve routine customer requests by automatically answering frequently asked questions, creating product support cases, checking order status, and more.

Thank You

Thank you for submitting your request. A ServiceNow representative will be in contact within 48 hours.

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