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Darktrace vs ServiceNow Virtual Agent comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Mar 9, 2025

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

Darktrace
Ranking in AI-Powered Chatbots
2nd
Average Rating
8.2
Reviews Sentiment
7.2
Number of Reviews
77
Ranking in other categories
Email Security (9th), Intrusion Detection and Prevention Software (IDPS) (1st), Network Traffic Analysis (NTA) (1st), Network Detection and Response (NDR) (1st), Extended Detection and Response (XDR) (6th), Cloud Security Posture Management (CSPM) (15th), Cloud-Native Application Protection Platforms (CNAPP) (12th), Attack Surface Management (ASM) (3rd), AI-Powered Cybersecurity Platforms (2nd)
ServiceNow Virtual Agent
Ranking in AI-Powered Chatbots
1st
Average Rating
7.8
Reviews Sentiment
7.0
Number of Reviews
5
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of April 2025, in the AI-Powered Chatbots category, the mindshare of Darktrace is 0.1%. The mindshare of ServiceNow Virtual Agent is 15.0%, down from 27.8% compared to the previous year. It is calculated based on PeerSpot user engagement data.
AI-Powered Chatbots
 

Featured Reviews

Peter-Murphy - PeerSpot reviewer
Enables proactive threat detection and immediate response through AI monitoring
The most valuable feature of Darktrace is its ability to detect and counter threats before they occur. The autonomous response capability is always enabled, blocking threats immediately without hesitation. Additionally, the Darktrace email platform is a significant asset since it addresses incoming threats before they reach the network, enhancing our security measures. Protecting the business is essential, and ensuring security through 24/7 AI monitoring is invaluable.
Felipe Cunha - PeerSpot reviewer
Has a great virtual agent feature that gives us connectivity that can reach out to any middleware
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.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"Darktrace is valuable since it offers full packet capture and detailed metadata."
"AI analytics are built directly into the product."
"It provides a comprehensive, detailed view of network activity and whatever is happening inside it."
"Implementing this solution has given us confidence that we are secure."
"The solution is stable. We've never had any problems with it."
"The solution can scale."
"The features that are most valuable to me include detection, response with analytics, and network detection."
"I have found the most valuable features to be artificial intelligence for cybersecurity, advanced machine learning capabilities, enterprise Immune System, Antigena Network, and Antigena Email. The way the solution detects the threat over the network before it spreads is very good. It notifies you of what the threat is exactly doing and gives you all the details about the execution of that application that had created the threat over your network."
"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."
"What's best about ServiceNow Virtual Agent is easy implementation. It's a drag-and-drop process where you can set up a chatbot over the UI. I like that ServiceNow Virtual Agent is a low-code solution. For ServiceNow Virtual Agent integration, you'll only need to write short lines of code, so that's easier. As ServiceNow Virtual Agent is under ServiceNow, it's easy to raise an incident, look for a knowledge base article, etc., so this is another pro of the solution."
"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 gives us connectivity that can reach out to any middleware."
"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."
 

Cons

"Although we haven't detected any network threats since implementing Darktrace, we are unsure of its efficacy. It would be beneficial if the solution could offer additional details to the user regarding any potential or prevented threats. Additionally, there could be better search tools and integration."
"The main portal needs improvement as it is difficult to use."
"The management dashboards and the meter dashboards should be more user-friendly and simple to use for easy management."
"This product needs more in terms of prevention. The detection capabilities work well but once a threat has been detected, Darktrace should work to prevent it from doing anything malicious."
"There are still some issues with the network capturing or blocking traffic even after implementing exceptions."
"They just need to work on their price. In terms of features, we are trying to understand all the features that we have. We're still exploring everything that we have so that we can fully utilize it. At this point in time, it is not about the features. It is more about utilization. We're just trying to utilize everything to full capacity."
"Darktrace needs significant improvement in its notification capabilities."
"It should be easier to access the Darktrace portal and its documentation. Only the customer can access their portal and support. It could be cheaper."
"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."
"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?""
"Lacks integration with AI search or any enterprise search machine."
"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."
 

Pricing and Cost Advice

"The product is expensive."
"The cost is moderate."
"It's an expensive solution."
"It is expensive. I don't have the price for other competitors."
"I'm unfamiliar with the exact cost, but we have a yearly license and had to pay for Darktrace's services before the deployment. The product is very expensive, so some organizations can't afford to pay the total amount directly, meaning they often seek a partner or pay in installments, which increases the price more."
"The pricing is quite high, estimated at around $350,000 per year."
"The pricing is very flexible for Darktrace. Sometimes, a customer does not have the appropriate budget, but Darktrace can handle that. They offer monthly payments, so the customer can acquire the solution very easily."
"The solution is about $6,000 per quarter."
"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."
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Top Industries

By visitors reading reviews
Computer Software Company
14%
Manufacturing Company
8%
Financial Services Firm
8%
Government
7%
Financial Services Firm
13%
Manufacturing Company
12%
Computer Software Company
11%
Healthcare Company
9%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

How does Crowdstrike Falcon compare with Darktrace?
Both of these products perform similarly and have many outstanding attributes. CrowdStrike Falcon offers an amazing user interface that makes setup easy and seamless. CrowdStrike Falcon offers a cl...
Which is better - SentinelOne or Darktrace?
Which solution is better depends on which is more suitable specifically for your company. Darktrace, for example, is meant for smaller to medium-sized businesses. It is also a good option for organ...
What do you like most about Darktrace?
A very useful feature in Darktrace for real-time threat analysis is the packet inspection that analyzes the packet traffic in real time.
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Also Known As

No data available
Virtual Assistant, Passage AI
 

Overview

 

Sample Customers

Irwin Mitchell, Open Energi, Wellcome Trust, FirstGroup plc, Virgin Trains, Drax, QUI! Group, DNK, CreaCard, Macrosynergy, Sisley, William Hill plc, Toyota Canada, Royal British Legion, Vitol, Allianz, KKR, AIRBUS, dpd, Billabong, Mclaren Group.
MGM,Novant Health
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