The Ultimate Guide to Virtual Agent in ServiceNow
Table of Contents
What is Virtual Agent in ServiceNow?
The Virtual Agent in ServiceNow is an AI-powered chatbot designed to automate employee and customer interactions. It helps users find answers, complete tasks, and resolve common issues without human intervention, improving efficiency and user satisfaction.
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Subscription Requirements for Virtual Agent
To use the Virtual Agent in ServiceNow, organizations must have an active ServiceNow license with the appropriate subscription plan. Virtual Agent is available under:
- IT Service Management (ITSM) Pro
- HR Service Delivery (HRSD) Enterprise
- Customer Service Management (CSM) Pro
- Other ServiceNow AI-powered solutions
Businesses should verify their subscription details with ServiceNow Sales to ensure they have access to Virtual Agent’s full capabilities.
However virtual agent lite is available as default for standard subscription for ITSM , if you interested in configuration of virtual agent lite , we have an article click here
Key Features of Virtual Agent in ServiceNow
1. AI-Powered Chatbot
The Virtual Agent leverages AI and natural language processing (NLP) to understand and respond to user queries effectively.
2. Automated Issue Resolution
Users can resolve common IT, HR, and customer service issues, such as password resets and ticket status checks, without agent assistance.
3. Seamless Integration
It integrates with ServiceNow modules like IT Service Management (ITSM), HR Service Delivery (HRSD), and Customer Service Management (CSM) to enhance service delivery.
4. Pre-Built and Customizable Topics
ServiceNow provides pre-built conversation topics, and businesses can customize workflows to align with specific needs.
5. Multi-Channel Support
Virtual Agent is accessible through web portals, Microsoft Teams, Slack, and other communication platforms, ensuring seamless interaction.
6. Personalized Responses
AI-driven responses are tailored to user roles, permissions, and past interactions for a more relevant experience.
Benefits of Using Virtual Agent in ServiceNow
1. Reduced Support Costs
Automating routine queries reduces the workload on IT and HR teams, leading to significant cost savings.
2. Improved User Experience
Employees and customers receive instant support, minimizing wait times and frustration.
3. Increased Efficiency
Tasks like ticket creation, knowledge base searches, and workflow approvals are streamlined, enhancing productivity.
4. 24/7 Availability
Unlike human agents, the Virtual Agent operates round-the-clock, ensuring continuous support.
5. Enhanced Data Insights
The AI gathers data on user interactions, helping businesses optimize responses and service delivery.
How to Optimize Virtual Agent for Your Business
1. Customize Conversation Flows
Tailor dialogues and workflows to match your organization’s needs and service requests.
2. Train the AI for Better Accuracy
Continuously refine Virtual Agent’s responses using feedback and machine learning models.
3. Integrate with Knowledge Base
Ensure it pulls accurate and relevant information from the company’s knowledge base to assist users effectively.
4. Expand Multi-Channel Availability
Deploy the Virtual Agent across multiple platforms like mobile apps, Slack, and Microsoft Teams for better accessibility.
5. Monitor and Improve Performance
Analyze user interactions and update the chatbot’s capabilities based on real-time data and trends.
Further Reading & References
For more details on Virtual Agent, visit ServiceNow’s official page.
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The Virtual Agent in ServiceNow is a game-changer for businesses looking to enhance self-service support. By leveraging AI-driven automation, organizations can reduce costs, improve efficiency, and deliver a seamless user experience.
Need expert guidance on implementing virtual agent in ServiceNow? UrhaanTech specializes in ServiceNow consulting, implementation, and optimization. Let our experts streamline your workflows and enhance user engagement. Contact us today to transform your ServiceNow experience!
