The conversational bot platform in ServiceNow that helps users obtain information, make decisions,

and perform common tasks is called Virtual Agent.

What is Virtual Agent?

Virtual Agent is a chatbot framework in ServiceNow that allows users to interact with the system

using natural language processing (NLP). It automates responses, guides users through processes,

and integrates with ServiceNow workflows to resolve requests efficiently.

Key Features of Virtual Agent:

Conversational AI & Automation

Uses AI and Natural Language Understanding (NLU) to interpret user input and provide relevant

responses.

Predefined Topics & Custom Topics

Comes with pre-built conversation topics (e.g., resetting passwords, requesting IT help) and allows

organizations to create custom topics.

Multi-Channel Support

Works with platforms like Microsoft Teams, Slack, ServiceNow Chat, and web portals.

Self-Service Capabilities

Enables users to resolve issues without contacting the Service Desk, improving efficiency.

Integration with ServiceNow Workflows

Can trigger workflows to create incidents, update records, retrieve knowledge articles, or complete

approvals.

Why Other Options Are Incorrect?

A . Answer Agent ❌

Incorrect: There is no feature named "Answer Agent" in ServiceNow.

B . Live Feed ❌

Incorrect: Live Feed is a social collaboration tool in ServiceNow that allows users to post updates and

interact with others, similar to a message board. It does not provide AI-based conversational

assistance.

D . Connect Chat ❌

Incorrect: Connect Chat is ServiceNow’s real-time collaborative chat system, used for direct

communication between users and support agents, but it is not an AI-driven Virtual Agent.

Reference from ServiceNow CSA Documentation:

ServiceNow Product Documentation - Virtual Agent

Virtual Agent Overview

Setting Up Virtual Agent

ServiceNow Conversational Interfaces

Virtual Agent vs. Connect Chat