Case and incident deflection in Virtual Agent

---
title: Case and incident deflection in Virtual Agent
description: Virtual Agent provides several self-service options for your user that can help deflect tickets.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/conversational-interfaces/virtual-agent/case-incident-deflection-virtual-agent.html
release: brazil
product: Virtual Agent
classification: virtual-agent
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 2
breadcrumb: [Use, Virtual Agent, Conversational Interfaces]
---

# Case and incident deflection in Virtual Agent

Virtual Agent provides several self-service options for your user that can help deflect tickets.

Deflection occurs when a user asks a question or makes a request that doesn't result in a ticket or human assistance. There are many ways that your customers can self-serve, including using AI Search and reading Knowledge articles. Virtual Agent provides a number of ways for your users to serve themselves.

-   **[Now Assist in Virtual Agent enhanced chat](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/conversational-interfaces/virtual-agent/nava-enhanced-chat.md)**

    ServiceNow Otto for Virtual Agent enhances the user experience by combining AI Search with generative AI chat skills. These skills can speed up issue resolution and reduce deflection to a live agent.

-   **[Conversational Catalog Request](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/conversational-interfaces/virtual-agent/configure-gen-ai-catalog-item.md)**

    This ServiceNow Otto for Virtual Agent skill is available in the AI Admin Hub console. For full catalog functionality in the chat window, enable the generative AI experience for catalog item request submissions.

-   **[Configuring agentic conversations in Virtual Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/conversational-interfaces/virtual-agent/agentic-conversations-vad.md)**

    AI agents can reason, plan, and execute using additional AI agents, Virtual Agent topics, conversational actions and subflows, catalogs, KB articles, custom skills, and any ServiceNow Otto for Virtual Agent skills.

-   **[Conversational subflows](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/conversational-interfaces/virtual-agent/managing-conversational-subflows.md) and [conversational actions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/conversational-interfaces/virtual-agent/managing-conversational-actions.md)**

    Create conversational subflows and actions in Workflow Studio and use them in Virtual Agent conversations.

-   **[Integrating ServiceNow Otto for Virtual Agent with Microsoft Teams](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/conversational-interfaces/virtual-agent/integrating-now-assist-va-msteams.md)**

    Configure ServiceNow Otto for Virtual Agent to use Microsoft Teams as the delivery channel.

-   **[Use the deflection topic block](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/conversational-interfaces/deflections-virtual-agent.md)**

    Use the pre-built deflection topic block in Virtual Agent to track the issues that Virtual Agent helped to resolve or actually resolved for a user.