ServiceNow Virtual Agent Implementation Partner
Provide 24/7 personalized self-service experiences with Gen-AI powered chatbot
Boost customer satisfaction and workforce productivity with ServiceNow Virtual Agent
Accelerate issue resolution and enhance end-user experiences with ServiceNow Virtual Agent. Aelum helps enterprises automate routine requests and simplify support with GenAI-powered conversational chatbot. Our certified Virtual Agent experts deliver customized solutions across departments to reduce response times, increase deflection rates, and improve-first contact resolution. Empower users to find answers independently, increase service capacity effortlessly, and tap into new levels of operational excellence.
Design custom conversations with Conversation Designer
Multiple language support to expand service accessibility
Understand user behavior & get conversational insights
Our ServiceNow Virtual Agent Services
End-to-end support to implement, optimize, and scale intelligent conversational experiences with ServiceNow
Consulting
Our Virtual Agent experts assess your current support operations, identify automation opportunities, and define the right conversational AI roadmap for success. We help you align chatbot strategies, conversation flows, and omnichannel integration to deliver faster, smarter, and more personalized self-service experiences.
Implementation
We deliver structured ServiceNow Virtual Agent implementations that fit your business needs. From conversation design to workflow integration across IT, HR, and customer service, we configure guided setup, pre-built topics, NLU models, and omnichannel channels to ensure seamless deployment and rapid user adoption.
Support and Maintenance
Count on us long after your chatbot goes live. We provide continuous support, enhancements, and optimization to ensure your Virtual Agent evolves with changing user needs, maintains high deflection rates, and consistently delivers exceptional conversational experiences.
Resource Augmentation
Scale your Virtual Agent capabilities precisely when demand requires. Aelum provides certified ServiceNow Virtual Agent professionals on demand, whether you need short-term project support or a dedicated pod of experts.
Consulting
Consulting Our Virtual Agent experts assess your current support operations, identify automation opportunities, and define the right conversational AI roadmap for success. We help you align chatbot strategies, conversation flows, and omnichannel integration to deliver faster, smarter, and more personalized self-service experiences.
Implementation
Implementation We deliver structured ServiceNow Virtual Agent implementations that fit your business needs. From conversation design to workflow integration across IT, HR, and customer service, we configure guided setup, pre-built topics, NLU models, and omnichannel channels to ensure seamless deployment and rapid user adoption.
Support
Support Count on us long after your chatbot goes live. We provide continuous support, enhancements, and optimization to ensure your Virtual Agent evolves with changing user needs, maintains high deflection rates, and consistently delivers exceptional conversational experiences.
Resource Augmentation
Resource Augmentation Scale your Virtual Agent capabilities precisely when demand requires. Aelum provides certified ServiceNow Virtual Agent professionals on demand, whether you need short-term project support or a dedicated pod of experts.
What to expect from ServiceNow Virtual Agent
ServiceNow Virtual Agent includes core capabilities that transform support delivery:
- Conversational Designer
- Pre-Built Topics
- NLU Workbench
- Conversational Analytics
- Multi-Channel Conversations
- Guided Setup
- Multiple Language Support
- Omnichannel Integration
Get a 30-minute, no-cost strategy session with a digital workplace services expert
Why Choose Aelum
Why Aelum for ServiceNow Virtual Agent?
AI-first approach to improve speed and service quality
Deep expertise in conversation design, NLU model training & omnichannel integration
80+ Virtual Agent and ServiceNow certifications across our team
Conversational IVR implementation for phone-based automated support experiences
80+ Virtual Agent and ServiceNow certifications across our team
AI-first approach to improve speed and service quality
Deep expertise in conversation design, NLU model training & omnichannel integration
Conversational IVR implementation for phone-based automated support experiences
Case Study
See how we help enterprises solve common challenges within key industries.
Unified IT and Customer Service Operations on ServiceNow for Virgin Mobile UAE
Reduced service friction improved operational efficiency, and enhanced customer satisfaction within six months of go-live.
20%
Enterprises solve
common
200K
Employee experience
98
AI-powered workflows
ANSR enhances service delivery with AI-led operations
Telecommunications giant BT Group simplified processes to seamlessly connect people in more than 180 countries.
20%
Enterprises solve
common
200K
Employee experience
98
AI-powered workflows
ENTAIN enhances service delivery with AI-led operations
Telecommunications giant BT Group simplified processes to seamlessly connect people in more than 180 countries.
20%
Enterprises solve
common
200K
Employee experience
98
AI-powered workflows
HSBC enhances service delivery with AI-led operations
Telecommunications giant BT Group simplified processes to seamlessly connect people in more than 180 countries.
20%
Enterprises solve
common
200K
Employee experience
98
AI-powered workflows
Brands Who Trusted Us
We are proud to partner with some of the world’s most trusted brands, including Fortune 500 leaders who believe in meaningful transformation.
Frequently asked questions
What's the difference between ServiceNow AI Agents and Virtual Agent?
Consectetur adipiscing elit Lorem ipsum dolor sit amet, consectetur adipiscing elit, sedVirtual Agent is a conversation-first assistant that resolves issues through guided dialogue, automates routine requests, and provides self-service support. AI Agents are autonomous digital workers that operate cross-functionally, make independent decisions, and complete complex multi-step objectives without human intervention. Virtual Agent assists users through conversation; AI Agents complete work autonomously like virtual employees. do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat. Duis aute irure dolor in reprehenderit in voluptate velit esse cillum dolore eu fugiat nulla pariatur. Excepteur sint occaecat cupidatat non proident, sunt in culpa qui officia deserun mollit anim id est laborum.
What licensing is required for ServiceNow Virtual Agent?
Virtual Agent is available across ServiceNow’s standard licensing tiers, with core features including conversation design, NLU capabilities, pre-built topics, and module integration. Advanced capabilities like Now Assist, advanced analytics, and certain GenAI features may require additional licensing. Omnichannel integrations and Conversational IVR may have separate licensing considerations.
How does AI Search integration improve Virtual Agent performance?
AI Search acts as an intelligent fallback when Virtual Agent cannot resolve queries through pre-built conversations. Instead of escalating to live agents, AI Search scans knowledge bases and documentation to surface relevant answers instantly. This increases deflection rates, reduces knowledge management overhead, provides better coverage for edge cases, and delivers seamless self-service experiences for questions outside trained topics.
Can we deploy Virtual Agent on Teams, Slack, mobile apps, and web portals simultaneously?
Yes, Virtual Agent supports omnichannel deployment across Microsoft Teams, Slack, mobile apps (iOS/Android), web portals, WhatsApp, SMS, and phone (Conversational IVR). A single conversation design can be deployed across all channels, ensuring consistent user experiences, centralized management, unified analytics, and context preservation when users switch between platforms.
How does Virtual Agent ensure compliance with global data privacy regulations?
Virtual Agent maintains compliance through ServiceNow’s security framework, including data residency controls, encryption at rest and in transit, access controls, and audit logging. It supports GDPR, HIPAA, SOC 2 Type II, and ISO 27001 compliance with features like PII masking, conversation anonymization, configurable retention policies, and third-party channel security
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