Now Assist in Virtual Agent | Now Support Description Now Assist in Virtual Agent (VA) on Now Support is designed to enable conversational experiences that will help customers quickly find the information they need. This enhancement replaces the previous KODI Virtual Agent, integrating AI search and generative AI capabilities to deliver more accurate, relevant, and conversational responses to customer questions within the VA chatbot experience. Key Features: The new Virtual Agent provides customer assistance through a conversational messaging interface using the following new features: Generative AI conversations powered by knowledge base and service catalog Customers can immediately provide thumbs up / thumbs down feedback for each VA response VA supported topic switching in the middle of a conversation Using Virtual Agent The new icon for the Now Assist in Virtual Agent can be found in the lower right-hand corner of all Now Support portal pages. When the Virtual Agent icon is selected, customers will see and can engage with the new Virtual Agent. 1. Navigate to support.servicenow.com 2. Click on the new chat icon on the lower right-hand corner of the page 3. The Virtual Agent chat window opens and provides a greeting 4. Type a phrase or click on the 'Show me everything' button to see everything that VA can help with. How to End a Conversation 1. To end a conversation anytime, click on the + button located on the top right-hand corner of the VA window and select 'Yes' to end the current conversation. 2. To signal the start of a conversation, VA will again provide a greeting. Providing Feedback 1. To provide feedback on VA responses, hover over the VA response and select either thumbs up or thumbs down.