Using Virtual Agent in Customer and Consumer Service Portals

The ServiceNow Virtual Agent platform offers user assistance through an intelligent messaging interface that helps you to deliver conversational support when integrated into your Customer and Consumer Service Portals.

Integration of Virtual Agent

Virtual Agent is a conversational bot platform that uses a messaging interface to provide user assistance. When integrated with your portal, it helps automate customer interactions and streamline tasks on your Customer and Consumer Service Portals. It builds automated conversations with a base system that helps your users quickly obtain information, make decisions, and perform common work tasks with Virtual Agent.

With Virtual Agent, you can offer continuous support, improve response times, and ease the workload on your customer service team.

Activation

Virtual Agent activates automatically when you enable it for Customer Service Management (CSM). Once activated, by default it integrates seamlessly with your CSM and CSP portals. For more information, see Activate Virtual Agent for Customer Service Management.

Now Assist conversational experience in self-service portals