Virtual Agent

A chatbot, which provides you the solutions without digging into the ServiceNow platform.
Provide us the solutions such as creation of an incident, delegation of the user, Request for a
Leave etc. in an easy way.
Before going ahead, it is important to know the reason behind “Why Virtual Agent module by
ServiceNow”, as a layman person who knows a little bit of ServiceNow can also create a case
using the form and the left navigation bar. So, the below mentioned points will help us to know
why to use Virtual Agent in ServiceNow.

Advantages: -
There are total three aspects which makes Virtual Agent crucial for the ServiceNow.
1. Business
2. Users
3. Developers
Rather explaining them in the sequence it is mentioned above, let’s go from bottom to upside as
me myself is a developer 😊.

1. Developer’s Point of View

a. Easy to Implement, as the layout or the process of creation is like how we

create a flowchart. Creating it with some activity boxes, transition lines etc. All
these things are already present, and we just need to migrate from the container
to the flow pane by drag and drop.
 b. Quick Output, like we need not move to another page to check the output or
what is the response we are getting after making few changes.

c. Modification, of the logic is way easier as the logic behind the flow is written in
the activity boxes. And the naming convention of the boxes can help the
developer in location the logic.

2. How are Users going to see it?

a. Easily Accessible, a small icon (Can be modified as per the requirements) at

the right corner which will be solving most of the issues without investing much
time in going into the ServiceNow portal.
 b. More convincing as a single click can help us in locating a resolution to the
user. Clicking on the “See All Topics” button inside the chatbot will provide all
topics that will be resolved on conversation itself.

3. Business Minds

a. Improve service, by providing customers and employees instant answers

through 24/7 automated support. And more interactive session as providing
answers to the questions on a chatbot is way more interesting than filling the
form fields.

b. Reduce agent workload, by resolving common requests so your employees can

spend more time on complex inquiries.

c. Scale business efficiency, by lowering costs and handling higher volumes of

routine tasks.
Use Cases: -

1. Virtual Agent ITSM

Resolve routine requests on demand and elevate the IT experience by automatically
responding to the requests, like creating incidents, approving requests and ordering equipment.

2. Virtual Agent for HR

Make it quicker and easier for employees to get answer to routine HR requests
automatically, like updating employee profiles etc.

3. Virtual Agent for Customer Service

Resolve routine customer requests by automatically answering frequent questions,
creating product support cases, checking order status etc.