UX: Virtual Agent Experience Design or Review

---
title: UX: Virtual Agent Experience Design or Review
description: This Accelerator provides guidance on designing or improving the conversational experience of Virtual Agent or ServiceNow Otto for Virtual Agent.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/impact/accelerator-and-initiative-list/ux-virtual-agent-experience-design-or-review.html
release: brazil
product: Accelerator and Initiative List
classification: accelerator-and-initiative-list
topic_type: reference
last_updated: "2026-09-10"
reading_time_minutes: 1
keywords: [Virtual Agent, UX Design, Conversation Design, Now Assist, User Experience]
breadcrumb: [Technical Accelerators, Accelerator catalog, Accelerators and Initiatives, Using Impact, Impact]
---

# UX: Virtual Agent Experience Design or Review

This Accelerator provides guidance on designing or improving the conversational experience of Virtual Agent or *ServiceNow Otto for Virtual Agent*.

## Accelerator Overview

UX: Virtual Agent Experience Design or Review helps Impact customers create more intuitive and efficient Virtual Agent \(VA\) and *ServiceNow Otto for Virtual Agent* experiences. We will review their existing VA implementation and share conversation design best practices to help users resolve inquiries faster with less frustration. We will provide actionable recommendations to enhance user interactions, streamline conversation flows, and boost overall satisfaction.

## Package Availability

**Note:** This Accelerator is available for Impact Guided, Guided+ \(SV or PG\), Advanced, and Total packages.

## What You Get

-   **Session Preparation**
    -   Provision of a temporary instance
    -   Activation and configuration of related plugins, if needed
    -   Review of customer goals and current VA user experience, if available, to assess and provide recommendations for improvement
-   **Customer Coaching Session \#1 \(up to 90 min\)**

    Includes the following:

    -   Overview of conversation design leading practices
    -   Demonstration of effective conversations
    -   Review and discussion of UX recommendations to enhance overall VA experience
-   **Customer Coaching Session \#2 \(Optional-up to 60 min\)**

    Opportunity for Q&A as recommended by the UX Consultant


## Requested Customer Resources

|Customer Resource|Responsibilities|Required|Recommended|
|:----------------|:---------------|:------:|:---------:|
|Product Owner|Subject matter expert responsible for managing customer's Virtual Agent.|✓| |
|UX & OCM Expert|Primary stakeholders and advocates for user experience and organizational change management.| |✓|
|Process/Service Owner\(s\)|A senior leader within each business unit for each major process or service \(e.g., incident, change, employee onboarding\) who is accountable for ensuring the process is fit for purpose.| |✓|
|Trusted Service Partner\(s\)|Attends ServiceNow Impact accelerator coaching session\(s\) to understand leading practices and potentially support customer going forward.| |✓|

## Requested Information/Access

## Requested Information/Access

**Note:** Additional details on supplemental legal terms, prerequisites, specifications, requirements, and exclusions can be found in the [Impact Accelerator Terms Matrix](https://www.servicenow.com/legal/servicenow-impact.html).