The ServiceNow® ITSM Virtual Agent application enables you to scale your IT organization, where technicians can address more challenging IT-related user requests and incidents. ITSM Virtual Agent was enhanced and updated in the Vancouver release.

ITSM Virtual Agent highlights for the Vancouver release

  • Configure IAR with response channels.
  • Provide enhanced Dialog Acts support at the topic level.
  • Support model tuning with the new ITSM IAR model.

See ITSM Virtual Agent for more information.

Important: ITSM Virtual Agent is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

New in the Vancouver release

Issue Auto Resolution for ITSM Virtual Agent
Configure the Issue Auto Resolution (IAR) record with response channels and also provide default email templates for the email channel.
Issue Auto Resolution Tuning
A new Issue Auto Resolution model has been introduced to support tuning the default IAR intents in the NLU Workbench before returning to the IAR Admin Console.

Changed in this release

Dialog intelligent enhancements
Enhanced the IT Service Management (ITSM) topics to leverage the latest platform Dialog Acts enhancements by changing the toggle from node-level to the topic-level.

The Dialog Acts enhancement is enabled for all topics available in ServiceNow® Virtual Agent and Virtual Machine applications.

Contextual Search in ITSM Virtual Agent
Topics that leverage Contextual Search and Request Catalog Item topic blocks and are duplicated from the Global scope now work without any errors because they are made accessible in all the scopes.

Activation information

Install ITSM Virtual Agent by requesting it from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.

Browser requirements

ITSM Virtual Agent supports various browsers, including Google Chrome and Microsoft Edge.

Localization information

The Localization Framework is integrated in ServiceNow® Virtual Agent Designer.

Related ServiceNow applications and features

Natural Language Understanding
Virtual Agent integrates with the ServiceNow® Natural Language Understanding application, which provides the NLU Workbench for creating NLU models. Virtual Agent uses these models to recognize and process user utterances, intents, and entities in bot conversations.
Pre-built Virtual Agent topics, topic blocks, and ServiceNow NLU models
The following ServiceNow business applications provide pre-built Virtual Agent conversation topics, NLU models, and, in some cases, topic blocks as reusable components:
  • ServiceNow® Customer Service Management
  • ServiceNow® Field Service Management
  • ServiceNow® HR Service Delivery
  • ServiceNow® Instance Security Center
  • ServiceNow® IT Service Management
  • ServiceNow® Project Portfolio Management
  • ServiceNow® Universal Request
  • ServiceNow® Integration Hub