
Taking chat from conversation to resolution
Deliver better self–service with an always–on Virtual Agent, so that customers and employees can quickly get what they need.
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Employees and customers submit requests to Virtual Agent from their mobile phone or computer
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Virtual Agent interprets the request and identifies what the user wants to do.
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The supporting details of the request are extracted to automatically answer questions.
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The Now Platform personalizes and improves the experience.
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Employees and customers submit requests to Virtual Agent from their mobile phone or computer

Start quickly
Virtual Agent ships with the most common pre-built conversation topics for IT, customers, and employees, so you can deliver immediate value to the business. And since Virtual Agent is a native part of the Now Platform, you can deliver personalized experiences for each user by accessing the catalog items, knowledge base articles, incidents or cases, and profile information that matters to them.
Build for any scenario
A graphical interface enables anyone to visualize the entire conversation flow and rapidly build conversations. Editing is as easy as dragging and dropping new prompts or responses on the canvas, and you can go even further with decision logic and your own scripts. It’s as simple and powerful as you need it to be.

Building, training, and testing the NLU Models that understand everyday language is also something anyone can do. Train models by typing a few sample sentences of what users might say, and then highlight the details and synonyms which can be used to intelligently answer questions and execute workflows.


Connect from anywhere
Virtual Agent is natively available wherever you need it to be. Employees always have access from ServiceNow portals and the Now Mobile app on their phones, and out-of-the-box integrations easily extend Virtual Agent to Slack, Microsoft Teams, and Workplace by Facebook. Deliver a frictionless customer experience by embedding Virtual Agent on any customer-facing web page and connecting to Facebook Messenger.
Native to the Now Platform
Virtual Agent is part of Now Intelligence — the best way for you to bring the power of AI to your organization — delivering all of the capabilities, security, and analytics you need to help people get work done easier, faster, and smarter.
Live Handoff
The chat history and conversation context can be seamlessly transferred to a live, human agent. Experts for each topic can jump into the conversation with a full understanding of the situation and quickly resolve the request.
Security and Trust
Avoid business data privacy and control risks — conversations and model training all stay within a single, secure digital platform. Spend less time worrying about security concerns and more time focusing on delivering great experiences.
Analytics-Driven
Make better decisions by using your own historical data to pinpoint and prioritize the conversations that will deliver the most value. Get insight and real-time visibility into the improvements being driven across the organization by Virtual Agent with out-of-the-box dashboards and KPIs.