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Virtual Agent

Make it easy for employees and customers to resolve issues quickly and get what they need, when they need it, with an enterprise conversational experience powered by AI.
Personal chatbot interaction for the user

Personalized experiences

Virtual Agent uses the full context of the Now Platform? to deliver intelligent, personalized, and meaningful conversations that actually get things done.

Chatbot for enterprise powered by artificial intelligence and machine learning

Natural language understanding

Everyone can get what they need using simple, everyday language and conversations precisely tuned for ServiceNow? workflows that you can easily evolve over time.

Chatbot messaging powered by AI

Pre-built conversational topics

Quickly deploy AI?powered chatbot conversations using customizable templates for the most common enterprise IT, HR, and customer service scenarios.

Deploy your chatbot solution for enterprise quickly with simple tools

Virtual Agent designer

Build and test conversations without scripting or advanced skills. Drag and drop elements on the graphical canvas to see the entire flow. Go further with branching, looping, and scripting.

Chatbot solution for enterprise with agent hand-off interaction

Live agent hand-off

Seamlessly transfer the entire conversation history and context to the right human agent so they can quickly address any escalations and resolve user issues.

Additional Virtual Agent features

NLU Model Builder
Create and tune sophisticated models that are specific to your organization’s vocabulary and acronyms without writing a line of code. Enable anyone to define intents and map entities to your Now Platform data by entering sample sentences.

Channel integrations
Connect to where your employees and customers already are—in web portals, Now Mobile apps, and collaboration tools like Slack, Microsoft Teams, Facebook Messenger, Workplace by Facebook, and any other popular chat or messaging app.

Deliver real-time alerts and status updates to employees through Slack and Microsoft Teams so you can quickly collect feedback for critical decisions and resolve requests faster.

Multiple NLU providers
Use the native, built-in NLU engine from ServiceNow, or optionally connect IBM Watson Assistant or Microsoft LUIS for intent and entity recognition across additional languages.

Benefits of Virtual Agent

Deliver great experiences

Deflect tickets, reduce call volumes, and automate common requests to deliver great service experiences.

Provide better self-service

Help customers and employees get what they need quickly with always-on, omni-channel experiences.

Empower service owners

Enable service owners to deliver and refine AI capabilities fast–without data science expertise.

Don’t just take our word for it

See how companies like yours use Virtual Agent to resolve issues faster.


Reduced workload 50%

Novant Health creates more time for patient care with self-service on the Now Platform.


Doubled productivity

MGM transforms IT service desk with 5-second response time for live agent chat.


Resolved common issues automatically

ServiceNow achieves 85% adoption of IT self-service.

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Simplify and accelerate everyday work with built-in machine learning.

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Use dashboards to anticipate trends, prioritize resources, and drive service improvements.

Now Intelligence

Work smarter and make better business decisions.

Talk to an expert

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

// Commenting on 02/23/2020 // To fix the slow page load on prod //Check with Zan and Alex later to see if we can add through Launch // Commenting on 02/23/2020 // To fix the slow page load on prod //Check with Zan and Alex later to see if we can add through Launch

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