Using Virtual Agent

concept brazil Updated Sep 10, 2026 1 min read use-virtual-agent.md

Virtual Agent is a self-service messaging platform that enables requesters to resolve common issues independently through a conversational chat interface, and transfers conversations to a live agent when human attention is required.

Overview of using Virtual Agent

Virtual Agent is a self-service messaging platform that helps requesters resolve issues without contacting a live agent. Prebuilt conversation topics guide requesters through routine IT, HR, customer service, and workplace tasks, and requesters can also reach Virtual Agent through the same channels they already use, such as web portals, the Now Mobile app, and messaging apps such as Slack and Microsoft Teams.

Generative AI skills from ServiceNow® Otto for Virtual Agent let requesters ask questions and get things done using plain language instead of navigating a fixed menu of topics, and reduce how often a conversation needs to be escalated. When a conversation does need more than Virtual Agent can provide on its own, it can be transferred to a live agent without losing the context the requester already provided.

Using ServiceNow Otto for Virtual Agent

ServiceNow® Otto for Virtual Agent combines AI Search with generative AI chat skills, so requesters can resolve issues faster.
Escalate to human assistance

When a conversation requires human intervention, a requester can be transferred to a live agent. Open or abandoned conversations can be managed so they don't stay open indefinitely.

Keywords virtual agentnow assistlive agentchat

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---
title: Using Virtual Agent
description: Virtual Agent is a self-service messaging platform that enables requesters to resolve common issues independently through a conversational chat interface, and transfers conversations to a live agent when human attention is required.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/conversational-interfaces/virtual-agent/use-virtual-agent.html
release: brazil
product: Virtual Agent
classification: virtual-agent
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
keywords: [virtual agent, now assist, live agent, chat]
breadcrumb: [Virtual Agent, Conversational Interfaces]
---

# Using Virtual Agent

Virtual Agent is a self-service messaging platform that enables requesters to resolve common issues independently through a conversational chat interface, and transfers conversations to a live agent when human attention is required.

## Overview of using Virtual Agent

Virtual Agent is a self-service messaging platform that helps requesters resolve issues without contacting a live agent. Prebuilt conversation topics guide requesters through routine IT, HR, customer service, and workplace tasks, and requesters can also reach Virtual Agent through the same channels they already use, such as web portals, the Now Mobile app, and messaging apps such as Slack and Microsoft Teams.

Generative AI skills from ServiceNow® Otto for Virtual Agent let requesters ask questions and get things done using plain language instead of navigating a fixed menu of topics, and reduce how often a conversation needs to be escalated. When a conversation does need more than Virtual Agent can provide on its own, it can be transferred to a live agent without losing the context the requester already provided.

-   [Using ServiceNow Otto for Virtual Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/conversational-interfaces/virtual-agent/using-now-assist-in-va.md)

    ServiceNow® Otto for Virtual Agent combines AI Search with generative AI chat skills, so requesters can resolve issues faster.

-   [Escalate to human assistance](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/conversational-interfaces/virtual-agent/using-va-agent-chat.md)

    When a conversation requires human intervention, a requester can be transferred to a live agent. Open or abandoned conversations can be managed so they don't stay open indefinitely.