Customer Service NLU Model for Virtual Agent Conversations release notes
Version history for the ServiceNow® Customer Service NLU Model for Virtual Agent Conversations application on the ServiceNow Store.
Important:
For details on system requirements and family compatibility, view the application
listing on the ServiceNow Store
website.
- Version 1.0.5 - March 2026
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- Virtual agents fail when they can't understand what customers are actually saying. Customer Service NLU Model for Virtual Agent Conversations brings pre-built natural language understanding models purpose-built for customer service interactions, enabling virtual agents to accurately interpret customer intent and respond meaningfully — without extensive training or configuration.
- Built natively on ServiceNow, the NLU models integrate directly with Virtual Agent to improve intent recognition across common customer service scenarios. Teams get accurate, out-of-the-box language understanding tuned for CSM use cases, reducing the time and effort typically required to train custom NLU models from scratch.
- Organizations deploying Virtual Agent see faster deflection of routine inquiries, reduced live agent escalations, and improved customer satisfaction.