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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.

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

Personalize conversations with an intelligent chatbot

Personalized experiences

Get things done with smart, meaningful conversations using the full context of the Now Platform®.

Pre-built conversational topics for chatbots

Pre-built conversations

Deploy fast using customizable templates for key enterprise IT, HR, and customer service scenarios.

Build and test chatbot conversations easily

Virtual Agent designer

Drag and drop to build and test conversations, then customize the look and feel to match your brand.

Communicate easily with natural language understanding

Natural language (NLU)

Discern everyday language using models tuned for ServiceNow® workflows, which can evolve over time.

Additional features

Live agent hand-off

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

NLU Workbench

Create and tune advanced no-code models. Define intents and map entities to Now Platform data easily.

Intent discovery and topic recommendation

Use machine learning to identify critical topics then add suggested conversations with one click.

Third-party channel integrations

Meet your users where they are—on popular messaging apps, collaboration tools, and web portals.


Send employees actionable alerts and status updates through Slack, WhatsApp, and Microsoft Teams.

Multiple NLU providers

Use our built-in NLU engine or connect IBM Watson Assistant or Microsoft LUIS to identify intents.

Asynchronous chat

Engage with agents at your convenience and easily pick up the conversation right where you left off.

Virtual Agent is part of the Now Platform

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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Talk to an expert

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