ServiceNow Virtual Agent

ServiceNow Virtual Agent is a conversational AI chatbot that lets employees and customers resolve issues quickly through self-service. It offers a conversation designer, guided setup from existing knowledge articles and catalog items, agentic AI workflows, issue auto resolution, multiple language support, third-party channel integrations such as Slack and Microsoft Teams, live agent handoff and voice support by phone. Virtual Agent is available with the ServiceNow AI Platform.

Official product page

1published use cases

1industry

1countries on record

Agentic AI

top AI capability

Evidence mix: High 1 · Medium 0 · Low 0 — bands are computed from each record's evidence signals.

TransportationConversational AIGenerative AIAgentic AI

Southeastern Railway cuts case handling time 10.8% with ServiceNow Now Assist for CSM

Southeastern Railway, working with ServiceNow partner UP3, deployed ServiceNow's Now Assist for CSM to automatically summarize customer chats and cases for its Contact Centre Agents. Since 1 April 2025, Southeastern has routed 27,500 chats to live agents; average case handling time fell by 1 minute 30 seconds, a 10.8% reduction, saving approximately 687.5 hours of agent time (85+ full working days). Southeastern's existing ServiceNow Virtual Agent already handled around a third of customer queries, resolving 80% of those autonomously, with each Virtual Agent interaction 825% more cost-effective than a phone call.

Southeastern Railway· United KingdomServiceNow Now Assist for CSM · ServiceNow Virtual Agent · ServiceNow CSM Pro Plus +1