Conversational Interfaces
Overview
How users interact with ServiceNow through conversation — Virtual Agent chatbots and the generative-AI Now Assist experiences. A cross-cutting layer that deflects work and speeds service across ITSM, CSM, HRSD, and more.
Modules in this family
- Virtual Agent — chatbot for self-service and deflection
- Now Assist (Generative AI) — generative AI across the platform (own capability)
Modules in this family
Now Assist (Generative AI)
ServiceNow's generative-AI layer woven across the platform: summarizing long incidents and cases, drafting replies and knowledge articles, answering in natural language, and assisting developers. It's not a standalone product but an accelerant applied on top of the workflows you already run.
Virtual Agent
A chatbot that handles common requests and questions in a conversation — resetting a password, checking a ticket, answering a policy question — through the portal, Teams, or Slack. It deflects routine work from agents and gives users instant, 24/7 self-service.
Official docs: Conversational Interfaces ↗