Would you make your customers wait for a response to their query? Longer waiting times affect customer satisfaction, loyalty, and overall experience. Therefore, today’s businesses are relying on automation to provide faster, better, and more efficient support experiences.
In fact, a Deloitte survey found that 26% of leaders said their organizations are seriously exploring autonomous agents- the intelligent systems that operate with minimal human input. Virtual agents, like ServiceNow’s, represent a key step in that direction by automating routine conversations and tasks.
With ServiceNow Virtual Agent, also called ServiceNow Chatbot, your customer no longer has to wait. It delivers instant, accurate responses by automating repetitive queries, boosting efficiency, and enhancing user satisfaction.
ServiceNow Virtual Agent is a fully integrated chat solution or an intelligent conversational platform that leverages artificial intelligence and machine learning to understand user intent and provide a better interaction.
How Does ServiceNow Virtual Agent Work?
ServiceNow Virtual Agent works by integrating the workflows with your existing systems on the Now Platform. It uses Natural Language Understanding (NLU) to analyze user inputs and answer accordingly. Whether it is service request updating or providing HR information, all these interactions can be customized according to your organization’s needs. You can even explore ServiceNow chatbot integration to connect with various platforms and deliver the best user experience across channels.
Key Capabilities of ServiceNow Virtual Agent
Let’s breakdown the key capabilities of ServiceNow Virtual Agent.
- Natural Language Understanding (NLU): Makes interactions intuitive by understanding user queries and responding in a conversational manner.
- Automated Workflows: Without manual intervention, virtual agents can initiate workflows to complete them, whether it is data recovery, creating tickets, or updating records.
- AI Search: ServiceNow Virtual Agent integrates with ServiceNow AI Search to provide relevant resources to users.
- Multichannel Integration: Users can interact through any channel, as the virtual agent supports platforms like Microsoft Teams, Slack, and ServiceNow’s own service portal.
- Predictive Intelligence: Uses predictive analytics to predict user needs and offers proactive solutions.
- Pre-Built Conversations: Get started quickly with a range of pre-built conversations designed for IT Service Management (ITSM), HR services, virtual agents for customer service, and more.
- Continuous Improvement: Learns with every user interaction and improves its performance.
- Provides 24/7 Support: Customers and employees can get assistance around the clock.
- Conversational Analytics: With conversational analytics in ServiceNow, it is easy for organizations to track user behavior, optimize responses, and gain key insights to improve service delivery.
Benefits of ServiceNow Virtual Agent
Implementing ServiceNow Virtual Agent brings numerous benefits to your business.
- Reduced operational costs for businesses by automating routine tasks.
- Enhanced experience by improving the resolution times. Customers are provided with solutions within seconds without waiting for an agent.
- Enhances employee productivity so they can focus on high-value tasks.
- Reduced call volumes by directing queries to the chatbot.
- Provide users with customized experiences at any time by using the Now Platform data.
- Prevents risks and provides privacy to business data as communication takes place on a safe platform.
- Since it is integrated with the ServiceNow platform natively, it utilizes the existing data and workflows.
- Better decision-making with data-driven insights.
- Virtual Agents easily scale to handle thousands of interactions simultaneously.
"Virtual agents no longer function as a support tool; they're now a strategic asset. By handling thousands of conversations at once, they redefine how businesses engage with users in real-time.”
AI Use Cases with ServiceNow Virtual Agent
ServiceNow Virtual Agent is helping organizations leverage the power of AI for smarter decision-making, enhanced efficiency, and productivity. Here are some of the key AI use cases demonstrating the value of AI-powered virtual agents.
Smart Data Analysis: Artificial intelligence can process bulk volumes of historical data from the ServiceNow platform and anticipate future outcomes, empowering organizations to be more proactive.
For example: The Virtual Agent can predict sudden growth in IT support tickets, allowing teams to plan resources in advance.
Simplifying Admin Tasks: As Virtual Agents handle the time-consuming admin tasks, teams can focus on higher-value tasks.
For example: An HR virtual agent can automatically add new hires to relevant distribution mailing lists or remove former employees when they leave.
Enhancing Search & Knowledge Retrieval: AI enables virtual agents to understand the context behind user queries, improving the accuracy and speed of information retrieval. This saves time and reduces frustration.
For example: A user can ask for a query and get a direct resource link to the relevant article rather than browsing every available FAQ.
Task Automation: Virtual Agents can handle repetitive tasks with minimal manual intervention, ensuring faster resolution times.
For example: When a user reports an issue, the Virtual Agent creates a ticket automatically and assigns it to the support team.
Workflow Automation and Integration: Virtual Agents can automatically trigger end-to-end workflows by integrating with enterprise systems. This reduces errors by streamlining cross-departmental processes.
For example: When an employee requests onboarding, the Virtual Agent can trigger workflows notifying each department to begin the process— from IT to orientation scheduling, everything is completed automatically.
Leverage Analytics to Augment Insights
The intelligent query features in ServiceNow AI Search improve the user experience for IT, Customer Service, and HR by providing content, personalizing information, and connecting search and interaction data.
For example: The ServiceNow Virtual Agent provides an instant summary of work history, saving time by cutting down manual processing. Additionally, Generative AI (GenAI) boosts agent productivity by summarizing service ticket interactions into two or three paragraph overviews.
These ServiceNow Virtual Agent examples prove how the platform can be adapted for various business needs to create real-world impact.
“Explore this real-world case study of a ServiceNow chatbot implemented in a customer service portal.”
FAQs
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Does Virtual Agent support only IT?
No, it also supports finance, human resources, customer service, and more for tasks like invoice inquiries, time-off requests, and room bookings.
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How is ServiceNow Virtual Agent different from traditional chatbots?
As the ServiceNow Virtual Agent is integrated with ServiceNow’s Now Platform, users receive personalized responses, which is beyond the capacity of a traditional chatbot.
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Is it possible to customize Virtual Agent topics?
Yes, using the Virtual Agent Designer, you can create or modify conversation topics.
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What platforms does Virtual Agent support?
ServiceNow Virtual Agent works on mobile, web, Microsoft Teams, Slack, and other messaging platforms.
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Can Virtual Agent work with third-party systems?
Yes, it works with third-party systems using APIs and integrations to perform actions like data fetching or updating records.
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What is the cost of implementing ServiceNow Virtual Agent?
ServiceNow Virtual Agent cost depends on numerous factors such as user licenses, complexity of implementation, and customization. You can contact a ServiceNow partner for accurate pricing.
