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Virtual Agent

ServiceNow Virtual Agent is a chatbot solution that helps you build conversational workflows for employees and customers to resolve common ServiceNow actions (IT requests, HR tasks and customer service inquiries) via the chat interface of your choice.

Benefits

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 volume of routine tasks

Application Highlights

Simplify common IT requests in the Service Portal

ITSM Virtual Agent in Service Portal

Simplify common IT requests in the Service Portal

Simplify common Customer Service requests

Customer Service Virtual Agent in Service Portal

Simplify common Customer Service requests

Simplify common HR requests

HR Virtual Agent in Employee Service Portal

Simplify common HR requests

Simplify how you build virtual agents and conversational workflows

Virtual Agent Designer

Simplify how you build virtual agents and conversational workflows

Feature Details

All
  • Native Integration to the Now Platform

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

  • Virtual Agent Designer

    Anyone can design conversation workflows without the need for scripting and advanced skills. Developers get the flexibility to build virtual agents that support previews, testing, branching, looping, and scripting for advanced scenarios (REST).

  • Out-of-the-box Conversation Topics

    Out‑of‑the‑box conversations for ServiceNow applications like ITSM, HR, and Customer Support make it quick and simple to guide users from conversation to resolution. These templates can be easily customized and connected to workflows specific to your enterprise.

  • Multiple Messaging Platforms

    Out‑of‑the box integrations with Microsoft Teams, Slack, Web and Mobile chat channels. Developers and administrators can also use custom scripting to work within the messaging interface of their choice.

  • Assistive Agent

    Transfer to a live human agent at any time during a conversation for a seamless handoff between a virtual agent and a customer or employee. There are also clear visual indicators of who is responding at all times.

  • Natural Language Processing

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

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

Resources

Virtual Agent Use Cases

Use Agent Intelligence with Customer Service Management

Virtual Agent for IT Service Management

Resolve routine IT requests on demand using a chatbot. Use out‑of‑the‑box conversations to automate tasks ranging from creating incidents to requesting and approving new services.

Use Agent Intelligence with Customer Service Management

Virtual Agent for Human Resources

Make it quicker and easier for employees to get answers to routine HR requests using a chatbot. Use out‑of‑the‑box conversations to automate interactions ranging from pay discrepancies to updating an employee profile.

Use Agent Intelligence with Customer Service Management

Virtual Agent for Customer Service

Resolve routine customer requests and answer frequently asked questions using a chatbot integrated with your customer service portal. Use out‑of‑box conversations to automate common interactions such as creating a product case to checking order status.

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