Virtual Agent
Within ServiceNow ITSM PRO

Help your employees and customers to resolve issues quickly and bring them what they need, when they need it. They don’t have the patience to navigate portals trying to find what they need in knowledge bases which requires them to request assistance from a live agent anyway.

Virtual Agent makes it quicker and easier to resolve routine IT, HR and customer service requests by taking chat from conversation to resolution.

Drive new levels of operational efficiency while simultaneously improving employee and customer satisfaction.

Customers and employees expect to easily get what they need, whenever they need it. But they don’t have the patience to navigate portals and they struggle to find what they need in knowledge bases, requiring them to request assistance from a live agent anyway.

In the end, it’s not a good experience for anyone because your live agents are continuously overloaded, answering repetitive and routine requests. And your employees and customers are frustrated because they have to wait for a response to their service request. It’s become increasingly clear that businesses must embrace intelligent automation to drive new levels of operational efficiency while simultaneously improving employee and customer satisfaction.

Key Features Virtual Agent


Personalized experiences

Virtual Agent uses the full context of the Now Platform® to deliver intelligent, personalized, and meaningful conversations that actually get things done.


Natural language understanding

Everyone can get what they need using simple, everyday language and conversations precisely tuned for ServiceNow® workflows that you can easily evolve over time.


Pre-built conversational topics

Quickly deploy AI‑powered chatbot conversations using customizable templates for the most common enterprise IT, HR, and customer service scenarios.


Virtual Agent designer

Build and test conversations without scripting or advanced skills. Drag and drop elements on the graphical canvas to see the entire flow. Go further with branching, looping, and scripting.

Deliver great experiences, provide better self-service and empower service owners with ServiceNow Virtual Agent

Benefits Virtual Agent

→ Improve service

Make it easy for employees to ask for help and resolve issues using simple, natural language – without having to contact the service desk.

→ Rapid deployment

Quickly deliver purpose-built, out-of-the-box conversations for the most common IT, HR, and customer service requests.

→ Increase operational efficiency

Automate routine requests – IT incidents, HR tasks, and customer inquiries — across the enterprise

→ Personalized experiences

Deliver anytime, anywhere service that uses the context of Now Platform® data to deliver conversations that are unique to each user’s needs.

→ Single, secure platform

Avoid business data privacy and control risks – conversations and model training all stay within a single, secure digital platform.

→ Multi-channel support

Integrate with any channel that supports conversational experiences to connect with users wherever they are.

Feel free to contact us about the ServiceNow Virtual Agent and

the Intelligence Platform




Over a decade of experience in analytics and reporting has given us the expert knowledge we need to ask the right questions and guide you in getting the most out of your analytics environment. We understand data and the value it brings to your organization.


We have established long-term, value added relationships with over one hundred enterprise customers worldwide.


We are an industry leader in reporting and analytics and want to share our experience and best practice approach to resolving the challenges experienced today with metrics and reporting when using ServiceNow® Performance Analytics.



Recognizing our expertise, ServiceNow® has selected Westbury to provide consultancy, implementation and training services for its Performance Analytics solution. Westbury is trusted by ServiceNow® and focused entirely on Performance Analytics.

Success Stories Virtual Agent

2 | Transform IT service delivery with Now Intelligence

ServiceNow gives us the intelligent platform we need to deliver great service and drive innovation
Read more…

6 | Create more time for patient care with ServiceNow

Team members can now focus on helping with chat or the service desk. We’re creating flexibility and adding value
Read more…


Show me more ServiceNow
Success Stories

To success stories


Articles on the ServiceNow Intelligence Platform:

Is your Performance Analytics Environment growing out of control?

Tag: ServiceNow Performance Analytics | PA Accelerator

Does your PA environment feel cluttered? Are you concerned about the data quality of your PA content? Do you want … read more

Leverage the greatest possible value out of Performance Analytics

Tag: ServiceNow Performance Analytics | PA Accelerator

Before selecting the best partner to help leverage the greatest possible value out of Performance Analytics, it’s… read more

I have a client that needs help with ServiceNow Performance Analytics, what are my options?

Tag: ServiceNow Performance Analytics

It’s Tuesday morning, and after grabbing a cup of coffee, you scan your inbox for high priority items that may… read more