Agentic AI in the Virtual Agent application
Use AI agents in Virtual Agent to autonomously resolve tasks.
Platform Requester AI agents
View tickets and make updates to them from Now Assist in Virtual Agent, the Now Assist panel, or Microsoft Teams using the Request Status AI agent. For more information, see Platform Request status AI agent.
ITSM AI agents used in Virtual agent
The DEMO Password reset agent is a demo AI agent that provides requesters with password reset instructions for the account that they need help with. The agent guides the users with these instructions from KB
articles in their self-service portal. When you install the Now Assist for IT Service Management plugin (sn_itsm_gen_ai) along with the demo data, you can use the DEMO Password reset agent to provide you with
password reset instructions.
Note:
The agent is shipped inactive by default.
To activate, in the Select channels and status screen:![Demo password reset agent- enable Engage via Virtual Agent assistants]()
![Demo password reset agent- enable the agent]()
- Enable the Allow button in the Engage via Virtual Agent assistants section.
- In the Chat assistants field, select Now Assist in Virtual Agent (default) to use the AI agent from the Virtual Agent.
- In the Activation status section, enable the This AI agent is active button.
The DEMO Password reset agent uses the ESC Portal Default Search Profile.