Victor Chen
Principal Outbound Product Manager
Victor is from Los Angeles and now resides in Northern California. He started at ServiceNow as a product manager on the Mobile Platform and now enables customers and colleagues on Virtual Agent and Generative AI. He received his MBA at the University of Michigan and enjoys cheering for his (national champions!) Wolverines.
Recent News
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Enhancements for AI Agents in Yokohama Patch 3/Xanadu Patch 9
New article articles in ServiceNow Community
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9 months
AI Agents enhancements in Yokohama Patch 3/Xanadu Patch 9
New article articles in ServiceNow Community
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9 months
Enhanced chat experience for Virtual Agent now available
New article articles in ServiceNow Community
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9 months
Enhanced chat experiences for Virtual Agent available in Yokohama Patch 3/Xanadu Patch 9
New article articles in ServiceNow Community
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9 months
AI Agent tools – Getting the most out of your agentic workflow
New article articles in ServiceNow Community
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10 months
AI Agent tools – Getting the most out of your agentic workflows
New article articles in ServiceNow Community
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10 months
How to set up the Web Search AI Agent tool using Google Gemini
New article articles in ServiceNow Community
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10 months
AI Agents FAQ and Troubleshooting
New article articles in ServiceNow Community
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11 months
Introducing AI Agents: Unlock autonomous productivity at scale
New article articles in ServiceNow Community
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11 months
AI Search Personalization enhancement in Xanadu release - boost results by geography or organization
New article articles in ServiceNow Community
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over 1 year
Now Assist in Virtual Agent - Resources guide
New article articles in ServiceNow Community
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over 1 year
Microsoft Copilot integration with Now Assist FAQ
New article articles in ServiceNow Community
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over 1 year
Conference Sessions
How to build a chatbot integration with the Virtual Agent
CCE1100
Do you have an existing chatbot that you want to integrate with the ServiceNow Virtual Agent? Then join us to learn how our Virtual Agent API enables bot-to-bot integrations to connect and enhance your conversational AI ecosystem.
360 Exchange:Maximizing Gen AI Power Virtual Agent, Employee Center & Now Assist
SES2892
Are you ready to take your ServiceNow experience to the next level? Join us to dive deep into the advanced capabilities of Virtual Agent, Employee Center, and Now Assist (powered by Gen AI). Whether you’re an IT professional, business leader, or developer, this session is your roadmap to implementation success. Tailored for practitioners and implementors, 360 Exchange provides a distinctive opportunity to connect directly with ServiceNow experts and peers. Prepare to delve into open dialogues, share invaluable insights, and collectively explore solutions to common challenges.
Build generative AI-powered workflows with the GAI Controller
CCL1033
Now Assist provides a dynamic user experience powered by ServiceNow's generative AI technology. But what if you want to do more? Learn how to use the Generative AI Controller included with Now Assist to build your own GAI workflows. Utilize out-of-box GAI capabilities such as summarization and generic prompt with familiar tools such as Flow Designer and Virtual Agent Designer.
Build conversational self-service with Now Assist in Virtual Agent
LAB2047
Join this hands-on lab to learn how Now Assist in Virtual Agent can help users quickly find answers and fulfill requests. Discover how to rapidly launch a generative AI powered chatbot with no-code console and use conversational search on Now Platform® Knowledge Base and Service Catalog. Learn how to build simple yet effective conversation flows with natural language and other best practices.
Lab: Virtual Agent 201: Level up your Virtual Agent with advanced capabilities
LAB1584-K23
Want to take your conversational experience to the next level? Join this hands-on lab to learn how to integrate the Virtual Agent with your organization’s collaboration tool. Make your Virtual Agent multi-lingual with dynamic translation. You will also learn to create more intelligence-driven conversations using the NLU Workbench.
Lab: Virtual Agent 101: Automate issue resolution with an intelligent chatbot
LAB1569-K23
Join this hands-on lab to learn how the ServiceNow® Virtual Agent can help your users quickly find answers and resolve issues. In this lab, you will discover how to rapidly launch a chatbot with our no-code console and leverage pre-configured topics plus your existing Now Platform® data and workflows. You will also learn how to build simple yet effective conversation flows, measure your bot’s effectiveness, and introduce natural language understanding (NLU) for more intelligent, AI-driven conversations.
Roundtable: Tips and leading practices for Virtual Agent implementation and deployment
SES2537-K23
<p>This Knowledge 360 Exchange provides insights on how you can implement and grow Virutal Agent in your environment. Select from one of these round table discussions: getting started, include Natural Language Understanding, integrate with Microsoft teams, leveraging AI, or how to use out of the box conversations.</p>
Ask the Experts: Integrating ChatGPT and OpenAI into ServiceNow
CCE2394-K23
<p>ChatGPT from OpenAI has generated lots of buzz recently, and for good reason! At ServiceNow<span style="font-size: 12.0pt;"><span style="">®</span></span>, we are leveraging these technologies to augment our platform workflows. Powered by Automation Engine which connects ServiceNow to anything, we will show you how we connect with OpenAI or Azure OpenAI Service to augment our workflow offerings. In this interactive discussion, we will focus on how ServiceNow capabilities can be augmented with these AI technologies. Sample usecases include generating automated responses, case notes summarization and sentiment analysis.</p>
Revolutionizing Conversational AI: Virtual Agent with AI Agents
SES2722
Accelerate AI adoption with AI Agents in Virtual Agent and transform enterprise engagement with customers and employees. Discover how Virtual Agent powered by Large Language Models (LLMs), agentic AI, omni-channel, and multimodal experiences drives self-service and improves user satisfaction. See our roadmap for next-gen conversational experiences, Workflow Data Fabric + AI Agents use cases, and multimodal capabilities that redefine enterprise automation.
How to build a chatbot integration with the Virtual Agent
CCE1052
Do you have an existing chatbot that you want to integrate with the ServiceNow Virtual Agent? Then join us to learn how our Virtual Agent API enables bot-to-bot integrations to connect and enhance your conversational AI ecosystem.
360 Exchange: Explore Agentic AI use cases for employee self-service with the Virtual Agent
SES3554
This roundtable will explore cutting-edge use cases where AI Agents handle complex employee inquiries and streamline IT and HR support at scale. Sit with the ServiceNow product team to discuss how AI Agents can potentially automate issue deflection and improve the employee experience. This 360 Exchange offers an unparalleled opportunity to connect with ServiceNow specialists and your peers, engage in open discussions, share key insights, and explore solutions to common challenges.
Build AI Agents that plan, reason, and automate your workflows
LAB2496
Enhance your team’s productivity with AI agents that orchestrate workflows, skills, and actions across your business. Learn how to activate prebuilt ServiceNow AI Agents and create custom agents tailored to your needs with minimal code.
Build an AI Agent that can reason and take action to automate your organization
CCL1054
ServiceNow's AI Agents are designed to work side by side with your experts, autonomously in the background, handling tasks, and executing processes. Learn how to build an advanced AI agent that automates decision-making and action for your organization.