ServiceNow Virtual Agent: Your Guide to the Future of Conversational AI

Imagine never making your customers wait again—no more long hold times or endless back-and-forth emails. That’s the power of ServiceNow Virtual Agent.??

In today’s fast-paced world, customer expectations are sky-high, but support agents are often bogged down with repetitive tasks. ServiceNow Virtual Agent steps in as your 24/7 solution, automating routine tasks and delivering instant, accurate responses.?

And the best part? It’s seamlessly integrated into the Now Platform , making your business run smoother than ever. Ready to see it in action??

What Is ServiceNow Virtual Agent???

ServiceNow Virtual Agent is more than just a chatbot; it’s an intelligent conversational platform built on the Now Platform. It allows businesses to automate routine tasks, answer common queries, and complete workflows efficiently through natural, interactive conversations. The Virtual Agent leverages AI and machine learning to understand user intent, making interactions smoother and more personalized.??

How Does ServiceNow Virtual Agent Work???

ServiceNow Virtual Agent works by integrating with your existing systems and workflows on the Now Platform. It utilizes Natural Language Understanding (NLU) to interpret user inputs (utterances) and respond appropriately based on associated intents. These interactions can be tailored to your organization’s needs, whether it’s resetting a password, updating a service request, or providing HR information.??

What Are the Key Capabilities of ServiceNow Virtual Agent???

- Automated Workflows:

Virtual Agent can initiate and complete workflows, such as ticket creation, data retrieval, or updating records, without human intervention.?

- 24/7 Support:

Provide around-the-clock assistance to employees and customers, ensuring that help is available whenever it’s needed.??

- Multichannel Integration:

Virtual Agent supports various communication platforms like Slack, Microsoft Teams, and ServiceNow’s own service portal, enabling users to interact through their preferred channels.??

- Pre-Built Conversations:

Get started quickly with a range of pre-built conversations designed for IT Service Management (ITSM), HR Services, Customer Service, and more.??

- Advanced Analytics:

ServiceNow provides a dashboard to monitor Virtual Agent usage and performance, allowing you to refine and optimize interactions continuously.??

What Types of Conversations Does ServiceNow Virtual Agent Support???

ServiceNow Virtual Agent is designed to handle different types of conversational topics to provide a seamless user experience. These include:??

• Setup Topics: These are standard conversational elements, such as greetings and goodbyes, that are included in every Virtual Agent interaction.??
• Small Talk Topics: Designed for casual conversation, these topics allow the Virtual Agent to respond to simple questions like “What’s the date today?” or “How’s the weather?”??
• Topic Blocks: These are reusable components within a conversation that perform specific actions, like creating or updating a record. Topic Blocks are not standalone and must be called from within another topic.??
• Standard Topics: These are the main conversation flows that users interact with, such as resetting a password, requesting leave, or checking the status of a service request.??

How Can ServiceNow Virtual Agent Benefit Your Business???

Implementing ServiceNow Virtual Agent can bring numerous benefits to your organization:??

• Reduced Operational Costs: By automating routine tasks and deflecting calls, Virtual Agent helps lower operational costs.??
• Improved Service Times: Faster resolution times and immediate access to information lead to improved service delivery.??
• Enhanced Employee Productivity: Employees can focus on higher-value tasks as Virtual Agent handles repetitive queries and processes.??
• Increased Customer Satisfaction: Customers receive quick, accurate responses, improving their overall experience with your brand.??
• Error Reduction: Automated processes reduce the likelihood of errors in record-keeping and task execution.??

What Are the Business Applications of ServiceNow Virtual Agent???

ServiceNow Virtual Agent can be applied across various business functions, including:??

• IT Service Management (ITSM): Automate common IT tasks like password resets, system diagnostics, and service request submissions.??
• Human Resources (HR): Streamline HR processes by automating inquiries about leave balances, benefits, and onboarding procedures.??
• Customer Service: Provide instant responses to customer queries, resolve issues quickly, and enhance customer service efficiency.??
• Field Service Management (FSM): Help field agents access important information, log tasks, and update service records on the go.??

Who Are the Key Stakeholders Involved in ServiceNow Virtual Agent???

Implementing ServiceNow Virtual Agent typically involves several key stakeholders:??

• IT Teams: Responsible for integrating the Virtual Agent with existing systems and ensuring it aligns with technical requirements.??
• HR and Customer Service Teams: Use the Virtual Agent to automate and streamline their workflows, improving efficiency and response times.??
• Business Leaders and C-Level Executives: Oversee the deployment of Virtual Agent as part of a broader digital transformation strategy, ensuring it meets business objectives.??
• System Administrators: Manage the Virtual Agent’s configuration, including setting up topics, intents, and monitoring performance.??

Who Are the Key Users and Admins Involved in ServiceNow Virtual Agent???

ServiceNow Virtual Agent is designed to be user-friendly for both end users and admins:??

• End Users: These include employees and customers who interact with the Virtual Agent for quick answers, troubleshooting, or task automation. Whether they’re using the service portal, Slack, or another platform, the Virtual Agent provides a consistent, intuitive experience.??
• Admins: These are the system administrators responsible for configuring and managing the Virtual Agent. Admins use several technical components to tailor the Virtual Agent to the organization’s needs.??
• Virtual Agent Designer: A low-code tool that allows admins to create, test, and deploy conversational flows, or topics, that users interact with.??
• NLU Workbench: A tool for building and refining NLU models, ensuring that the Virtual Agent accurately interprets user intents and responds appropriately.??
• Integration Hub: Used to connect the Virtual Agent with other enterprise systems, allowing it to trigger workflows, update records, and access data from various sources.
• Interaction Table: Every conversation with the Virtual Agent is recorded as an interaction in the Interaction Table. Admins and support teams can review these records to understand how conversations are flowing, what topics are being used, and if any live agent transfers occurred.??

Understanding High-Level Architecture and Key Technical Concepts??

To manage the Virtual Agent effectively, it’s essential to understand its high-level architecture and some key technical concepts:??

• Personas and Roles: The primary personas involved include the requester (user), system administrator, and topic administrator.??
• Virtual Agent Tables: While the Virtual Agent has many tables for storing data, admins mainly interact with a few for reporting and debugging purposes.??
• Domain Separation: This feature allows businesses to separate data and processes into logical groupings, ensuring that only authorized users have access to specific data.??
• Associated Intent: As mentioned earlier, this is the specific action or response that the system triggers when a user’s intent is recognized. For example, recognizing a “vacation leave request” might automatically launch the leave application process.??

Have Questions About ServiceNow Virtual Agent? We’ve Got Answers!?

1. How is Virtual Agent different from traditional chatbots??

ServiceNow Virtual Agent is fully integrated with the Now Platform, enabling complex workflows, real-time data access, and personalized responses beyond what a standard chatbot can do.?

2. What platforms does it support??

It works on ServiceNow’s service portal, Now Mobile, Slack, Microsoft Teams, and more through REST APIs.?

3. Is the data secure??

Yes, all data stays within ServiceNow’s cloud, ensuring top-notch security.?

4. Can it be customized??

Absolutely! Use the low-code Virtual Agent Designer to tailor conversations to your business needs.?

Ready to get started??

ServiceNow Virtual Agent connects your people, processes, and systems for better service delivery and cost efficiency. Want to know more? Reach out to Inclusion Cloud for expert guidance!?