Theconversational bot platforminServiceNowthat helps usersobtain information, make decisions, and perform common tasksis calledVirtual Agent.
What is Virtual Agent?Virtual Agent is achatbot frameworkin ServiceNow that allows users to interact with the system usingnatural language processing (NLP). It automates responses, guides users through processes, and integrates with ServiceNow workflows to resolve requests efficiently.
Conversational AI & Automation
Uses AI andNatural Language Understanding (NLU)to interpret user input and provide relevant responses.
Predefined Topics & Custom Topics
Comes with pre-built conversation topics (e.g., resetting passwords, requesting IT help) and allows organizations to create custom topics.
Multi-Channel Support
Works with platforms likeMicrosoft Teams, Slack, ServiceNow Chat, and web portals.
Self-Service Capabilities
Enables users to resolve issueswithoutcontacting the Service Desk, improving efficiency.
Integration with ServiceNow Workflows
Can trigger workflows tocreate incidents, update records, retrieve knowledge articles, or complete approvals.
A. Answer Agent
Incorrect: There is no feature named "Answer Agent" in ServiceNow.
B. Live Feed
Incorrect:Live Feedis a social collaboration tool in ServiceNow that allows users to post updates and interact with others, similar to a message board. It does not provide AI-based conversational assistance.
D. Connect Chat
Incorrect:Connect Chatis ServiceNow’s real-timecollaborative chat system, used for direct communication between users and support agents, but it isnot an AI-driven Virtual Agent.
Key Features of Virtual Agent:Why Other Options Are Incorrect?
ServiceNow Product Documentation - Virtual Agent
Virtual Agent Overview
Setting Up Virtual Agent
ServiceNow Conversational Interfaces
Virtual Agent vs. Connect Chat
References from ServiceNow CSA Documentation:
