0
1.0.4
Australia
Standalone Application
Customers expect fast answers — but live agent capacity is always limited. Customer Service Virtual Agent Conversations delivers pre-built conversation flows designed specifically for customer service, enabling organizations to automate resolution of common inquiries across chat and messaging channels without any live agent involvement.
Built natively on ServiceNow, these Virtual Agent topic flows integrate directly with CSM data — cases, orders, account information — so customers get accurate, personalized responses in real time. Teams can deploy ready-made conversations for high-volume scenarios like case status checks, order updates, and account inquiries, reducing time-to-value compared to building flows from scratch.
The result is higher deflection of routine requests, reduced queue pressure on live agents, and faster resolution for customers — all managed within the ServiceNow platform organizations already use.
- Pre-built CSM conversation flows: Ready-to-deploy Virtual Agent topics designed for common customer service scenarios.
- Live CSM data integration: Surfaces real-time case, order, and account data within automated conversations.
- Reduced agent queue pressure: Deflects routine inquiries so live agents focus on complex, high-value interactions.
- No-code deployment: Launch conversations without building from scratch or custom development.
New
- Now available as a standalone store application, migrated from platform plugin delivery. Auto-installs on instances upgraded to the Australia release or later.
Changed
- Delivery model updated from platform plugin to store app for independent versioning and faster updates.
Removed
- Plugin-based delivery deprecated and will be removed in the C release.
- Virtual Agent — com.glide.cs.chatbot
- Customer Service Management (CSM) — com.sn_customerservice
- ServiceNow platform: Australia release or later