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.
Resources
White Papers
7 Habits for a Highly Effective Chatbot
Ebooks
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.
You might also be interested in…
Generative AI
Empower everyone with Now Assist and accelerate productivity across the enterprise.
Now Mobile
Find answers, get help, and make requests across departments from a single, native mobile app.
Predictive Intelligence
Simplify and accelerate everyday work with built-in machine learning.
Performance Analytics
Anticipate trends, prioritize resources, and continuously improve with real-time analytics.
Resources
View Docs
White Papers
View Docs
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.
