The demand for around-the-clock support has reshaped how organizations approach customer and employee service. Traditional service desks, constrained by working hours and human availability, often leave users waiting. Virtual agents, however, are redefining these limitations — offering intelligent, always-on support that scales effortlessly.
For industries like insurance or financial services, where inquiries span from claims to HR requests, ServiceNow Virtual Agent (VA) has emerged as a game changer. These conversational bots, powered by Natural Language Understanding (NLU), can engage users in human-like dialogue to resolve common issues instantly.
Take, for instance, a leading global insurer seeking to streamline customer and employee interactions. By deploying ServiceNow Virtual Agent alongside IT Service Management (ITSM) and HR Service Delivery (HRSD), they transformed their service model. Routine queries — such as password resets, policy document requests, or HR leave balances — were handled by VA within seconds. More complex issues seamlessly transitioned to live agents, with full context passed along.
The results are compelling. Not only do virtual agents cut resolution times dramatically, they also relieve human agents from repetitive, low-value tickets. Customers and employees enjoy faster, more consistent service, while organizations gain scalability without exponentially increasing costs.
But perhaps the most strategic advantage is how VAs integrate with broader digital ecosystems. Through ServiceNow’s Digital Workplace (DWP), chatbots can connect to backend systems, pull real-time data, and deliver personalized responses. This elevates the experience from a basic FAQ bot to an intelligent assistant that feels embedded in the organization’s DNA.
Virtual agents are no longer optional; they are fast becoming the foundation of modern service delivery. Organizations adopting them are not just improving efficiency but are also setting new expectations for intelligent, human-like digital experiences.
