Virtual Agent

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ServiceNow Integration Hub

Virtual Agent

A virtual agent is a computer program that simulates human conversation through natural language processing and machine learning. It can communicate with users through various interfaces, such as text messaging and voice commands. Virtual agents can help improve customer experience, reduce costs, and increase customer service, sales, and marketing efficiency. They can handle a high volume of inquiries and provide 24/7 support.

Benefits of Virtual Agent

Improved customer experience

Provide quick and personalized responses to customer inquiries, improving the overall customer experience & satisfaction.

Increased efficiency and productivity

Handle a high volume of inquiries and perform routine tasks, freeing human agents to focus on more complex tasks.

Cost savings

More cost-effective than hiring and training human agents, as they can provide 24/7 support and handle numerous inquiries.

Consistency in responses

Provide consistent responses, ensuring customers receive the same quality of service regardless of the time or agent.


Handle multiple inquiries as the business grows without additional resources.

Data collection and analysis

Collect and analyze data on customer inquiries, providing valuable insights into customer needs and preferences.

Features of Virtual Agent

Personalized experiences

Provide customized experiences for each user.

Conversational interfaces

Use the chat or voice-based interfaces to communicate with users.

Virtual agent designer

A tool to create and design virtual agents.

Natural language (NLU)

Use NLU processing to understand and respond to user inputs.

Issue auto resolution

Automatically resolve customer issues without human intervention.

Third-party channel integrations

Integrate with various third-party channels, such as social media.

Conversational analytics

Tools to track virtual agent performance & customer interactions

Topic recommendations

Provide recommendations on relevant topics to customers.

Multi-language support

Communicate with customers in multiple languages.

NLU workbench

A tool to train and improve the virtual agent’s NLU capabilities

Multiple NLU providers

Ability to use different NLU providers for the virtual agent

Live agent hand-off

The ability to transfer customers to human agents when necessary.

How Virtual Agent Works?

Intent detection

Uses natural language processing (NLP) to understand the user’s intent and determine the appropriate response.

Knowledge management

Retrieves relevant data from the knowledge base & third-party or custom sources to give an accurate response

Response generation

Generates a response and provides suitable options & actions based on the user’s intent and the retrieved data.

Action fulfillment

Perform automated actions, such as opening a ticket or resetting a password based on the user’s request.

Hand-off to a live agent

 Transfer the user to a live agent for further support if the user’s request requires additional assistance.

Continuous learning

ServiceNow Virtual Agent continuously learns from user interactions, improving its responses and performance.

How Can Aelum Consulting Help with ServiceNow Virtual Agent?

Aelum Consulting can provide several services related to ServiceNow Virtual Agent. Here are a few ways we can help


We can help you implement and configure ServiceNow Virtual Agent to meet your business needs. Our experts can guide you through the entire process, from planning and design to deployment and testing.


We can help you integrate ServiceNow Virtual Agent with your existing systems and workflows, such as your customer service platform or CRM. It can help you streamline processes and improve efficiency.


We can help you customize ServiceNow Virtual Agent to match your brand and provide a more personalized user experience. It can include creating custom dialogues, adding branding elements, and configuring response options.

Maintenance and Support

We can provide ongoing maintenance and support for your ServiceNow Virtual Agent, including monitoring and troubleshooting, updates and upgrades, and user training.

Virtual Agent Examples

Customer service

Provide customer support, FAQs answers, and chat, voice, or messaging for user interaction .

Sales & marketing

Interact or provide product suggestions or upsell options for collecting customer data and feedback.


Provide health advice, answer medical questions, and monitor patient conditions.

Banking and finance

Provide financial advice, answer banking questions, and assist with transactions.


Provide students with data on projects, plans, & courses, helpful to assist teachers with administrative tasks.

Human resources

Virtual agents can be used in HR to assist with recruiting, onboarding, and employee training.


Provide information on public services, answer questions, and assist with applications.


Provide customer support, answer questions, and offer product recommendations.

Frequently Asked Questions

A virtual agent, also known as a chatbot, is an automated conversational interface that simulates human interaction. It can understand and respond to user queries or requests using natural language processing (NLP) and artificial intelligence (AI) algorithms.

Virtual agents use NLP and AI technologies to analyze user input and generate appropriate responses. They can

Program to respond to specific keywords or phrases

Use machine learning algorithms 

Improve their responses over time

Integrate with messaging platforms, websites, and mobile apps 

Provide customer service, sales support, and other functions

You can use virtual agents in a wide range of industries and applications for entertainment and gaming, personal finance, and other applications. Some key use cases include

Customer service and support, 

Sales and marketing, 

HR and recruitment, 

Education and training,

And healthcare

  1. Log in to your ServiceNow instance and navigate to the Virtual Agent app. Create a new virtual agent or modify an existing one, depending on your needs.
  2. Intents are the goals or requests of users in your virtual chatbot. So, you have to define the intents that your virtual agent should recognize and respond to.
  3. You have to create a dialog for each intent that you define. The dialog defines the questions and responses the virtual agent will provide.
  4. Configure the knowledge base to provide relevant data to the virtual agent. Use the ServiceNow knowledge base, third-party sources, or custom data sources.
  5. Test the virtual agent to ensure it recognizes and responds to the user’s intents correctly. Then deploy it to your website, mobile app, or other channels.
  6. Monitor the virtual agent’s performance and user feedback. Continuously improve its performance by adding new intents, dialogs, & knowledge sources.

Virtual agents can provide several benefits

24/7 availability, 

Faster response times, 

Improved customer satisfaction, 

Reduced workload for human agents, 

Lower costs for businesses

Provide personalized recommendations

Help users complete tasks more efficiently

Here’s a tabular difference between virtual agents and chatbots

Feature ServiceNow Virtual Agent Other Chatbot
Communication Text, voice, and video Text
Interactions Personalized and contextual Fixed and scripted
Intelligence NLP, machine learning, and AI Pre-programmed responses
Purpose Multi-functional and versatile Task-specific and limited
Complexity More complex and sophisticated Less complex and straightforward
Flexibility Can handle various inquiries Limited to specific types of inquiries
Scalability Scalable and adaptable to changes Limited scalability
User Experience High-quality and engaging Basic and functional
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