Virtual Agent for Field Service Management

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • ServiceNow® Virtual Agent for Field Service Management enables field service agents to get quick answers to their work-related queries by interacting with a virtual agent through the Now Agent mobile application.

    Request apps on the Store

    Visit the ServiceNow Store to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.

    Understanding Field Service Virtual Agent Conversations

    Virtual Agent for Field Service Management enhances the agent experience by addressing agent work-related queries immediately. Field service agents can chat with the Virtual Agent using the Now Agent mobile application to quickly get information about their upcoming work schedules. Agents can command Virtual Agent to update the tasks.

    Natural Language Understanding

    Implement Natural Language Understanding (NLU) for all your Field Service Virtual Agent Conversations topics. The system can more clearly comprehend word meanings and recognize word contexts to better infer user actions.

    Enable NLU on the Field Service Virtual Agent Conversations application and republish your existing conversation topics to optimize the user experience with this feature. For more information, see Natural Language Understanding in Virtual Agent.