Increasing Efficiency With ServiceNow Classic Mobile App’s Virtual Agents

Technology has come a long way since the last few decades. The days when you needed to hire someone to be available 24/7 for that one particular client, who might have a query any time of the day, are long gone. With technology revolutionizing and evolving each day, we now rely on services like Virtual Agents to meet the needs of such clients. Mirroar helped an organization by providing the same service with ServiceNow’s Classic Mobile app enabling them to embed Virtual Agents feature to the mobile browser or android and iOS devices of their employees and customers.


While the “Virtual Agents” sounds quite fancy, there are a couple of technicalities involved in this process. There are plugins required to be installed and activated for a dedicated instance along with ServiceNow Classic Mobile App installed on the mobile devices or instance opened in the mobile browser. Domain separated environment needs to maintain its integrity for each user depending on their domains and accessibility while using ServiceNow Classic Mobile App. This needs to be done due to the fact that Virtual Agents do not have any exclusive configurations for supporting domain separation. There might be a domain field on data tables but no logic exists are available to manage data for the mobile apps.


In order to make the process user friendly while giving a personalized experience to each user, our team began with customizing the concerned virtual agent topics which involved the presence of hyperlinks to fetch the dynamic URL suffix for the respective domains. The topics were customized by introducing the script activity in the topic flow such that the currently logged-in user’s domain was fetched and based on it, a variable was assigned the value for the domain-specific portal which was accessible to the current user. Domain separated instances were redirected to the respective portal URLs while using hyperlinks provided in the virtual agent chatbox landing the customer to their desired portal without any manual intervention.

The user trying to access virtual agent chat on mobile to resolve an issue through a knowledge article on its own was asked to provide a short description of the issue so that the virtual agent could understand him and provide suggestions with the relevant articles. This resulted in a list of articles in the form of hyperlinks prompting in the chat window similar to the issue raised by the user. When the user clicked on any of those links, he was redirected to the portal based on their domain where the whole required knowledge article was accessible and not any default portal.


By delivering a personalized and contextual experience, employees and customers got the freedom to work from anywhere when they needed to. The process proved to be highly cost-effective as Virtual Agents minimized the staff requirements. It also made customer servicing highly satisfactory with a reduced number of future calls and interactions.