let's get an overview of virtual agent on the now platform and see it in action to assist your employees and customers in getting the help they need anytime virtual agent provides a friendly messaging interface powered by AI without virtual agent users May reach out to an internal knowledge base or a service desk for help but knowledge bases can be difficult to navigate and agents become swamped with a high volume of common issues increasing costs pressure on SLA and potential user dissatisfaction service now virtual agent gives users the ability to get help and get work done while deflecting issues and enabling you to scale your company's operations the now platform provides a guided setup experience for virtual agent and includes conversation topics that cover the most common it HR and customer service workflows you can also install now assist in Virtual agent for enhanced LL empowered topic Discovery and conversations let's see how virtual agent handles an entire it service interaction from start to finish Beth is working from home and her laptop computer starts behaving strangely so she goes to the employee Center to get help virtual agent determines a conversation topic to serve the user based on llm or nlu topic Discovery it accesses the item in the user's record and can make recommendations based on the equipment she owns here it provides a multiple choice option to describe one or more symptoms in our example virtual agent recommends replacing the item based on its age and reported malfunctions it then presents replacement options for the user to choose from Beth reviews the options and selects this laptop virtual agent then provides a calendar so she can select a date and time for delivery of her new laptop she says she needs it today virtual agent response of confirmation that the user's request will be fulfilled on the selected date if needed you can set up virtual agent to Route users to a live agent to meet users where they are virtual agent supports multiple channels including web Mobile and other messaging apps and the conversational analytics dashboard tracks your organization's virtual agent usage and conversation quality the virtual agent designer allows you to create your own Rich interactive conversations you can use the power of llm to ask for user inputs here are some of the controls you can use to build your topic flow llm enabled input and Bot response controls enable Dynamic conversations without as long a development time sometimes needed with nlu augmenting your it employee or customer service with an AI powered virtual agent improves user experience reduces agent workload and ultimately scales your company's operations to learn more see our product documentation or knowledge base or ask a question in the service now community