0
1.0.5
Australia
Standalone Application
Customer Service Virtual Agent Conversations provides pre-built conversation flows for common customer service scenarios, enabling organizations to automate inquiry resolution across chat and messaging channels without live agent involvement.
Built natively on ServiceNow, these Virtual Agent topic flows connect directly to CSM data — including cases, orders, and account information — to support automated, context-aware responses. Teams can deploy ready-made conversations for high-volume scenarios such as case status checks, order updates, and account inquiries, without building flows from scratch.
Supported scenarios are designed to handle routine inquiries through automation, allowing live agents to focus on interactions that require human involvement. All configuration and management occurs within the ServiceNow platform.
- Pre-built CSM conversation flows: Ready-to-deploy Virtual Agent topics designed for common customer service scenarios.
- Real-time CSM data integration: Retrieves real-time case, order, and account data within automated conversations.
- Automated inquiry handling: Routes routine inquiries through self-service conversations, freeing live agents for interactions requiring human involvement.
- No-code deployment: Configure and launch conversations without custom development.
New
- Customer Service Virtual Agent Conversations is available as a standalone store application, and auto-installs on instances upgraded to the Australia release or later.
Changed
- Delivery model updated from platform plugin to store application, enabling independent versioning.
Removed
- Plugin-based delivery is deprecated. Support 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