Creating engaging experiences With the Now Platform, you remove complexity from customer and employee experiences, creating a frictionless environment that increases employee satisfaction and customer loyalty. With self-service portals and chatbots that users can connect to from anywhere–including their mobile devices—you provide fast, personalized services and proactive information that transforms service delivery. And with built-in user experience analytics, you continually enhance the experiences you deliver. Conversational interfaces Virtual Agent is an intelligent chatbot that autonomously handles common questions and requests. This makes it easy for your employees and customers to resolve issues faster and get what they want, when they need it— increasing user satisfaction. It also raises agent productivity by deflecting common inquiries, and by providing a complete conversation history and pertinent user information when handing off more complex interactions to live agents. And when agents do have live chat sessions, ServiceNow also provides Dynamic Translation, allowing them to serve users in multiple languages. Virtual Agent can also use advanced natural language understanding (NLU) to interpret user intents and allows you to create complete conversation flows with simple drag-and-drop tools. The Now Platform comes with its own NLU engine that is optimized to help you get the most out of Virtual Agent, but you can also use other NLU providers such as IBM Watson and Microsoft LUIS. ServiceNow solutions such as ITSM, Customer Service Management, and HR Service Delivery also come with out-of-the-box Virtual Agent conversations purpose-built to address top user issues, providing rapid time to value for fast resolutions. Virtual Agent can be directly embedded into ServiceNow portals and workspaces. It also works with ServiceNow mobile apps on Android and iOS, as well as other leading collaboration platforms such as Microsoft Teams, WhatsApp, Facebook Messenger, and Slack. Virtual Agent delivers smart, meaningful conversational experiences using the full context of the Now Platform. © 2022 ServiceNow, Inc. All Rights Reserved. Confidential. 8