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. Watch Video
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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 Get Data Sheet Personalised 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 organisation 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 behaviour 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.
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. Explore Platform
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