Virtual Agent
Managing Director
Virtual Agent: A virtual agent is an AI-supported chatbot that answers queries automatically, triggers processes and guides users through tasks in natural language. It enables reliable self-service around the clock.
- Last updated: 01/15/2026
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What is a virtual agent?
A virtual agent is a software-based self-service solution that answers queries automatically and supports users with recurring tasks. It is based on an AI-supported chatbot that understands input in natural language, asks questions and triggers appropriate information or actions.
Modern virtual agents rely on Natural Language Understanding (NLU), Machine Learning and Automated workflows back. They not only answer simple questions, but update data, initiate processes and guide through multi-stage procedures.
Companies use virtual agents to process service requests faster and relieve internal teams. Typical areas of application range from IT support and HR services to customer support and e-commerce. A key advantage lies in the constant availability: Virtual agents respond in real time at all times, shorten waiting times and ensure a consistent service experience.
What is the ServiceNow Virtual Agent?
The ServiceNow Virtual Agent is the chatbot-based self-service solution from ServiceNow and automates recurring requests via a dialog-oriented interface. In contrast to external solutions such as Power Virtual Agents, the dialog flow is embedded directly in the ServiceNow workflows and data models. It uses existing data, service catalogs and workflows to guide users through specific information and process steps.
Working in the background Natural Language Understanding, Now Assist (GenAI) and preconfigured topics together. As a result, the virtual agent reliably recognizes the intention of a request, asks questions if necessary and leads directly to the appropriate process step. It can be used via the service portal, the mobile app and collaboration tools such as Microsoft Teams or Slack.
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Functions of the ServiceNow Virtual Agent
The ServiceNow Virtual Agent bundles Modern AI functions and offers companies a channel through which users can retrieve information, make inquiries or start processes automatically.
Personalized conversations
The Virtual Agent uses roles, authorizations and existing data to provide relevant and context-related information. Users receive suitable answers and relevant information, without additional queries or manual intermediate steps.
GenAI (Now Assist) and Natural Language Understanding (NLU)
Now Assist extends the Virtual Agent with generative AI and strengthens the system's thematic recognition and synthesis capabilities. The engine reliably recognizes intentions, summarizes content from multiple knowledge sources and provides answers in natural language.
NLU ensures that queries are interpreted correctly and assigned to suitable topics. The reduces maintenance work and increases the quality of dialogs.
Ready-made conversation topics
ServiceNow presents numerous topics for ITSM, HRSD and customer service that enable quick setup and customization. This includes Password resets, status queries, data changes and many other standard scenarios around internal services and digital products.
Virtual Agent Designer
The Virtual Agent Designer offers a graphical interface to create conversations without programming and to immediately access central features of the platform. Departments, IT and developers can Model, test and publish processes together
Omni-channel integration
The Virtual Agent is available in the service portal, in the Now Mobile App as well as in Microsoft Teams and Slack and can also be integrated into Websites or existing applications embed. The integrated multilingualism ensures a consistent service experience worldwide.
Seamless transition to live agents
For complex requests, the Virtual Agent transfers the conversation to a service employee. All previous entries, attachments and contexts are retained. This enables a quick access to processing and reduces the number of queries.
Analytics and optimization
Conversational analytics shows, how customers interact with the Virtual Agentn which topics dominate and where there is a need for optimization. The platform also suggests new topics that would usefully expand the self-service offering.
Advantages of the ServiceNow Virtual Agent
The ServiceNow Virtual Agent forms a central basis for structured self-service and reliably provides recurring requests via dialog-based processes. AI-supported dialogues, stored workflows and the close connection to the Now Platform enable consistent, standardized processing of recurring service processes.
The most important advantages include:
Faster processing of standardized requests: Frequent requests are answered immediately or processed automatically. Waiting times are eliminated and results are available immediately.
Less stress and higher productivity: Recurring inquiries are systematically intercepted and processed automatically. The Virtual Agent also reduces the volume of emails by answering frequent inquiries directly in the chat.
Stable processes through automation: Standardized workflows ensure that tasks are carried out reliably and with consistent quality. Sources of error are reduced and processes remain traceable.
Consistent service experience across all channels: The virtual agent is available in the portal, in the mobile app and in Microsoft Teams or Slack. Regardless of the entry point, the process remains identical.
Clear basis for decision-making through analysis: Conversational analytics shows which issues occur frequently, where there is a need for optimization and how users interact with the system. Companies can further develop their services in a targeted manner.
High scalability for growing requirements: New topics and functions can be added without great effort. As a result, the self-service remains stable and expandable even with an increasing volume of inquiries.
Areas of application of the ServiceNow Virtual Agent
The ServiceNow Virtual Agent is used wherever Recurring customer inquiries must be answered quickly, reliably and with consistent quality. Thanks to the close link with the Now Platform and the respective service processes, it supports IT, HR and customer service organizations in equal measure.
IT Service Management (ITSM)
In IT support, the Virtual Agent answers frequent queries, assists with password resets, provides status updates on Incidents or starts automatic diagnostics. As a result reduces the manual effort in the service desk.
Thanks to Natural Language Processing (NLP), the agents also understand more complex formulations and guide users through the query in a targeted manner.
Typical advantages:
Automated help with common IT problems
Consistent answers to recurring questions
Self-service via portal, mobile app and tools such as MS Teams or Slack
HR Service Delivery (HRSD)
In HR, the Virtual Agent supports employees with typical HR issues such as Absences, document provision or onboarding steps. It navigates through predefined HR processes and triggers the stored workflows.
Typical scenarios:
Applications for vacation and absences
Status queries on HR cases
Provision of documents or guidelines
Support along the entire employee journey
Customer Service Management (CSM)
In Customer Support, the Virtual Agent improves availability and ensures that Standard inquiries are answered around the clock can. The Virtual Agent collects relevant information, guides you through known error scenarios and hands over more complex cases, including the context, to an employee.
This leads to shorter processing times, a consistent service experience across all channels and reduces long-term operating costs in customer service.
Frequently asked questions and answers
What are virtual agents?
Virtual agents are AI-supported chatbots, that answer queries automatically, trigger workflows and guide users through multi-stage processes. They offer Self-service around the clock and relieve support teams of recurring tasks.
How does the ServiceNow Virtual Agent work?
The ServiceNow Virtual Agent uses GenAI, Natural Language Understanding and preconfigured workflows, to recognize user requests and execute appropriate actions. It answers user queries, starts processes and transfers them to a service employee if required.
Does the Virtual Agent support multiple languages?
Yes, the Virtual Agent recognizes and translates conversations dynamically in different languages. This creates a consistent self-service experience for globally distributed teams.
What is the difference between a Virtual Agent and an Agent Assist in ServiceNow?
The Virtual Agent is aimed at end users and Automates self-service dialogs. The Agent Assist on the other hand supports service employees, by recommending AI-supported articles, solutions or next steps during case processing.