Virtual Agent (VA)

What is VA?

VA makes it easy for employees and customers to resolve issues fast and get what they need, when they need it, with an AI-powered conversational chatbot. Watch the 2 minute video below for an overview.

Learn more about VA in action on the ServiceNow YouTube channel here.



One of 2 designers, 5+ PMS, a content writer, and an engineering team.


I've been on VA for 1+years


Virtual Agent helps people self-service their own needs, like filing a ticket, requesting a new laptop or resetting their password. It's used often to resolve issues from HR and IT service desks, among other applications. VA works across Slack, Facebook workplace, SMS, and web.

Areas I've worked in:

Design system


Search patterns and results

NLU and click metric analytics