ServiceNow Virtual Agent Reviews

Name: ServiceNow Virtual Agent
Brand: ServiceNow
Rating: 4 (5 reviews)

3.9 out of 5

5 reviews
100% willing to recommend

What is ServiceNow Virtual Agent?

Make it easy for employees and customers to resolve issues quickly and get what they need, when they need it, with an enterprise conversational experience powered by AI.

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ServiceNow Virtual Agent is the #1 ranked solution in top AI-Powered Chatbot vendors. PeerSpot users give ServiceNow Virtual Agent an average rating of 7.8 out of 10. ServiceNow Virtual Agent is most commonly compared to IBM Watsonx Assistant: ServiceNow Virtual Agent vs IBM Watsonx Assistant. ServiceNow Virtual Agent is popular among the large enterprise segment, accounting for 74% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a financial services firm, accounting for 15% of all views.

Buyer's Guide

ServiceNow Virtual Agent

October 2024

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Helped 814,763 peers since 2012

Featured reviews

Felipe Cunha

Knowledge Management Specialist at Celonis

I am the owner and architect in the company with regard to permissions so everyone goes through me to manage their flows. If I could change the permissions so each department could see its own flows, it would simplify a lot in the process. It's something they should improve. I'd also like integration with AI search or any enterprise search machine. That would add such a strategic aspect because you'd no longer need to capture and understand everything and add a realm where you can have a data lake of content. Conversely, imagine if you could give cognitive capabilities to an existing search engine, where the machine might be able to generate reports. It's the next step toward AI ops.

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Manuel Villalba Rodriguez

ServiceNow consultant at ATOS

For me, it's very valuable that many of the IT solutions that normally service desk agents provide and that take a lot of their time can be done. For example, password reset normally takes a lot of time for service desk agents, and that is something that can be very easily automated so that they can focus on something that adds more value. Password reset or helping with password reset looks simple, and maybe naive, but it takes a significant amount of time for service desk agents. That is something that helps a lot. It's very stable. It's powerful. It's flexible and very configurable. The way it shows for the end-user is very intuitive.

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Hardit Singh

Advisory Specialist Master at Deloitte

Right now, out of the box, ServiceNow Virtual Agent has no natural language conversion. You can't convert from one language to another. If that functionality were available in ServiceNow Virtual Agent, that would make the solution better and easier for users. For example, if a user is typing in Chinese and the service desk staff is using Hindi, there should be a dynamic conversion of the languages, so there'd be good and accurate communication between the end user and the service desk team. The additional feature I'd like ServiceNow Virtual Agent to have in its next release is language conversion because that's where it's lagging. It's one of the most critical features that clients ask for. I'm in a consulting firm, and I'm helping people implement ServiceNow Virtual Agent. As a consultant, people often ask me this question: "How do you remove the language barrier?"

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ServiceNow Virtual Agent mindshare

As of November 2024, the mindshare of ServiceNow Virtual Agent in the AI-Powered Chatbots category stands at 25.2%, down from 31.0% compared to the previous year, according to calculations based on PeerSpot user engagement data.

AI-Powered Chatbots

Key learnings from peers

Valuable Features

"For me, it's very valuable that many of the IT solutions that normally service desk agents provide and that take a lot of their time can be done. For example, password reset normally takes a lot of time for service desk agents, and that is something that can be very easily automated so that they can focus on something that adds more value. Password reset or helping with password reset looks simple, and maybe naive, but it takes a significant amount of time for service desk agents. That is something that helps a lot."
"The ITSM topics were valuable. They reduced service desk usage and freed agents. They saved 40% to 50% of the time, and the agents were able to do other tasks instead of just replying to customers, replying to their emails, or logging the incidents themselves. That percentage of work was now done directly by end-users who were also happy because they were able to get the query response within seconds instead of waiting in a queue or waiting for an agent to reply."
"Virtual Agent frees up resources. When properly populated, it's a great asset because it can provide answers 24/7, and you can operate it with reduced staff. You save money. Over time, you can have it learn to address newer questions as you work with it from a support staff standpoint."

Room for Improvement

"They can help the developers with ready-made structures or JavaScript structures or topics that can be integrated into the basic package. That would help a lot."
"There were occurrences where the machine was not recognizing the topic correctly and not routing the users to the correct topic. It was specifically related to the Spanish language."
"Right now, out of the box, ServiceNow Virtual Agent has no natural language conversion. You can't convert from one language to another. If that functionality were available in ServiceNow Virtual Agent, that would make the solution better and easier for users.For example, if a user is typing in Chinese and the service desk staff is using Hindi, there should be a dynamic conversion of the languages, so there'd be good and accurate communication between the end user and the service desk team.The additional feature I'd like ServiceNow Virtual Agent to have in its next release is language conversion because that's where it's lagging. It's one of the most critical features that clients ask for. I'm in a consulting firm, and I'm helping people implement ServiceNow Virtual Agent. As a consultant, people often ask me this question: "How do you remove the language barrier?""

Pricing

"Based on what I know, when you purchase ServiceNow ITSM, ServiceNow Virtual Agent comes out of the box with it. You don't have to pay extra for the ServiceNow Virtual Agent license. So, there's no extra cost."
"ServiceNow Virtual Agent was included in my company's basic ServiceNow package, so when you get a ServiceNow license, you can use ServiceNow Virtual Agent for free."

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

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