ServiceNow Virtual Agent is an AI-powered conversational chatbot designed to streamline employee and customer support through automated issue resolution and intelligent self-service capabilities

Key Features

Conversational AI Engine Natural Language Understanding (NLU) system with:

• Prebuilt conversation templates
• Multi-language support with dynamic translation
• Integration with 3rd-party NLU providers (IBM Watson, Microsoft LUIS, Google DialogFlow)

Automated Workflow Integration

• Direct connection to ServiceNow platform workflows
• Automatic ticket routing with full context handoff
• Machine learning-based topic recommendations

Analytics & Optimization

• Real-time conversation monitoring dashboard
• User behavior tracking with trend analysis
• No-code NLU model customization tools

Benefits

Operational Efficiency

• Reduces call volumes by 50%+ through automated resolutions (case study verified)
• Cuts average handling time through instant contextual handoffs

User Experience

• 24/7 multilingual self-service portal
• Personalized interactions using generative AI