Virtual agent has transformed support workflows and saves employees valuable time every dayThe only concern about ServiceNow Virtual Agent is that it helps in the notification, but in most companies, employees do not always work on ServiceNow. There are administrators and end users. What happens with end users is that if your screen is open with the service portal and ServiceNow Virtual Agent on your screen, you do get your notifications. But if you accidentally close the window or the browser and start to work on something else, even if ServiceNow Virtual Agent responds, the notification is not sent to that person. ServiceNow has changed the game by bringing Now Assist and other AI related aspects where they have leveled up on the virtual agent capability. I would say that ServiceNow Virtual Agent as an individual entity can be improved in certain aspects. The biggest improvement needed for ServiceNow Virtual Agent is that it is currently only available on the service portal. If a person logs into ServiceNow and they are a fulfiller, in order to access ServiceNow Virtual Agent, they will have to open their service portal and keep it open until they receive the notifications. If ServiceNow Virtual Agent is available on the classic UI itself, the moment any fulfiller logs into ServiceNow, they do not have to additionally go on to the portal. That would be more helpful and would save some time. ServiceNow in general is doing a good thing across all the modules. I do not have any negative feedback to provide. The whole AI thing that has come after the Xanadu upgrade and then the Zurich upgrade, things are slowly improving and the way ServiceNow is building the build agent and other aspects, I do expect some really interesting and innovative features in the next year from the Australia release.
