Virtual Agent

Make it easy for employees and customers to resolve issues fast and get what they need when they need it. Give them an AI-powered conversational chatbot.

Benefits of Virtual Agent

Redefine your support experience

Provide intelligent exchanges powered by generative AI and automated resolutions to common issues.

Provide self-service anytime

Let users get resolutions in seconds. No need to wait for an available live agent.

See immediate business value

Get instant ROI with guided setup, prebuilt conversations, integrations, and configuration tools.

Increase deflections and agent productivity

Route issues to a chatbot automatically. Reduce call volumes and increase efficiency.

Features of Virtual Agent

Personalized experiences

Delight users with relevant, intelligent, and conversational exchanges powered by generative AI.

Conversational interfaces

Configure and deploy the look and feel of the chatbot for your organization quickly and easily.

Conversation designer

Deploy prebuilt conversations or build and test your own custom conversations.

Natural language understanding (NLU)

Discern everyday language using models fine-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 and add suggested conversations with one click.

Multilanguage support

Detect and translate conversations dynamically into the end user’s language of choice.

NLU model creation

Create and fine-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

Interact with users on collaboration tools, portals, and apps like Slack and Microsoft Teams.

Live agent handoff

Transfer conversation history and context to the right agents so they can quickly resolve issues.


White Papers

7 Habits for a Highly Effective Chatbot


Create Great Customer and Employee Experiences with Virtual Agent
Deliver Better Service for Less with Virtual Agent

White Papers

Virtual Agent

Case Studies

AI-enabled Chatbot Helps ASML Employees Get the Best Out of IT Services
Novant Health Creates More Time for Patient Care with QuantumKurv
Corteva Reduces Voice Support Tickets by 50%
Now on Now: Virtual Agent on QuantumKurv's HI Service Portal

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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White Papers

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White Papers

Talk to an expert

Get answers to your questions and discover how ServiceNow® can help you transform your business with modern digital workflows.