"It helps context control natively so that you can manage the context immediately without the need for custom code."
"The ITSM topics were valuable. They reduced service desk usage and freed agents. They saved 40% to 50% of the time, and the agents were able to do other tasks instead of just replying to customers, replying to their emails, or logging the incidents themselves. That percentage of work was now done directly by end-users who were also happy because they were able to get the query response within seconds instead of waiting in a queue or waiting for an agent to reply."
"For me, it's very valuable that many of the IT solutions that normally service desk agents provide and that take a lot of their time can be done. For example, password reset normally takes a lot of time for service desk agents, and that is something that can be very easily automated so that they can focus on something that adds more value. Password reset or helping with password reset looks simple, and maybe naive, but it takes a significant amount of time for service desk agents. That is something that helps a lot."
"Virtual Agent frees up resources. When properly populated, it's a great asset because it can provide answers 24/7, and you can operate it with reduced staff. You save money. Over time, you can have it learn to address newer questions as you work with it from a support staff standpoint."
"What's best about ServiceNow Virtual Agent is easy implementation. It's a drag-and-drop process where you can set up a chatbot over the UI. I like that ServiceNow Virtual Agent is a low-code solution. For ServiceNow Virtual Agent integration, you'll only need to write short lines of code, so that's easier. As ServiceNow Virtual Agent is under ServiceNow, it's easy to raise an incident, look for a knowledge base article, etc., so this is another pro of the solution."
"Virtual Agent gives us connectivity that can reach out to any middleware."
"Lex is not multilingual and supports only English."
"There were occurrences where the machine was not recognizing the topic correctly and not routing the users to the correct topic. It was specifically related to the Spanish language."
"They can help the developers with ready-made structures or JavaScript structures or topics that can be integrated into the basic package. That would help a lot."
"Right now, out of the box, ServiceNow Virtual Agent has no natural language conversion. You can't convert from one language to another. If that functionality were available in ServiceNow Virtual Agent, that would make the solution better and easier for users. For example, if a user is typing in Chinese and the service desk staff is using Hindi, there should be a dynamic conversion of the languages, so there'd be good and accurate communication between the end user and the service desk team. The additional feature I'd like ServiceNow Virtual Agent to have in its next release is language conversion because that's where it's lagging. It's one of the most critical features that clients ask for. I'm in a consulting firm, and I'm helping people implement ServiceNow Virtual Agent. As a consultant, people often ask me this question: "How do you remove the language barrier?""
"Lacks integration with AI search or any enterprise search machine."
Earn 20 points
Amazon Lex is ranked 3rd in Chatbot Development Platforms while ServiceNow Virtual Agent is ranked 1st in AI-Powered Chatbots with 5 reviews. Amazon Lex is rated 9.0, while ServiceNow Virtual Agent is rated 7.8. The top reviewer of Amazon Lex writes "Extremely stable with great speech recognition and helpful technical support". On the other hand, the top reviewer of ServiceNow Virtual Agent writes "Low-code, has a drag-and-drop feature, and easy to implement, but lacks a language conversion feature". Amazon Lex is most compared with Google Dialogflow, Salesforce Einstein Bot, Rasa, IBM Watson Assistant and Microsoft Azure Language Understanding, whereas ServiceNow Virtual Agent is most compared with Moveworks, Amelia, Espressive Barista, Kore.ai and IBM Watson Assistant.
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