List of ServiceNow Virtual Agent Customers
ServiceNow
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Professional Services
29187
$13.3B
Since 2010, our global team of researchers has been studying ServiceNow Virtual Agent customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased ServiceNow Virtual Agent for Chatbots and Conversational AI from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using ServiceNow Virtual Agent for Chatbots and Conversational AI include: ASML, a Netherlands based Manufacturing organisation with 44027 employees and revenues of $35.89 billion, Corteva Agriscience, a United States based Manufacturing organisation with 22000 employees and revenues of $16.91 billion, Dish Network, a United States based Communications organisation with 13700 employees and revenues of $15.83 billion, Novant Health, a United States based Healthcare organisation with 36877 employees and revenues of $7.55 billion, Zoom Communications, a United States based Professional Services organisation with 7438 employees and revenues of $4.87 billion and many others.
Contact us if you need a completed and verified list of companies using ServiceNow Virtual Agent, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The ServiceNow Virtual Agent customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Alstom Signalling UK | Manufacturing | 6000 | $1.8B | United Kingdom | ServiceNow | ServiceNow Virtual Agent | Chatbots and Conversational AI | 2022 | n/a |
In 2022, Alstom Signalling UK implemented ServiceNow Virtual Agent under the Chatbots and Conversational AI category to formalize an end to end chatbot platform for Digital Transformation and IST business support. The deployment was positioned inside Alstom’s Digital Transformation / IST / AT Business solutions / Digital tower / Cognitive, Content & Communications platforms organization, aligning the ServiceNow Virtual Agent with IT service delivery and business requester workflows. Alstom Signalling UK ServiceNow Virtual Agent Chatbots and Conversational AI Digital Transformation functions are explicitly connected to business use case ideation and operational run teams.
The implementation centered on ServiceNow Virtual Agent core capabilities including conversational workflows, use case orchestration, and chatbot solution architecture for access channels and integration points. Functional responsibilities included business analysis of use cases, deployment and architecture definition, support model design, and advancing machine learning and cognitive components where applicable. The program emphasized delivery of new use cases and evolutions through coordination with external developers and internal delivery teams.
Integrations and operational coverage were defined to include access channel routing and explicit coordination with the current chatbot editor Yellow Messenger, reflecting a dual-vendor operational model between ServiceNow Virtual Agent and Yellow Messenger. Delivery partners and run partners were part of the external network for project delivery and ongoing operations, and the implementation required tracking of integration and channel configurations across tools. Operational scope extended across the IST delivery teams and business requesters, with a hybrid support footprint that referenced Alstom Bengaluru resources for technical specialization.
Governance and process changes focused on establishing an E2E support model, managing the relationship with the current chatbot editor, and instituting tooling updates to track budget and project activities. The role and governance structure mandated coordination between business sponsors, business process owners, IST platform architects, and delivery teams to prioritize chatbot use cases and roadmap decisions. ServiceNow Virtual Agent was restated as the platform of record for conversational automation within the Chatbots and Conversational AI category, with formal responsibilities for solution architecture, integration strategy, and run governance assigned to the chatbot technical function.
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ASML | Manufacturing | 44027 | $35.9B | Netherlands | ServiceNow | ServiceNow Virtual Agent | Chatbots and Conversational AI | 2022 | n/a |
In 2022, ASML deployed ServiceNow Virtual Agent as part of its Chatbots and Conversational AI initiative to extend self service IT support across its globally distributed workforce. ServiceNow Virtual Agent, branded internally as Violet, connected more than 6,000 employees within weeks and achieved user satisfaction above 80 percent alongside a 90 percent predictability rate.
The implementation was layered on ASML’s strategic ServiceNow IT Service Management platform to deliver consistent, centrally controlled IT support through a self service portal. Core capabilities configured included Natural Language Understanding based conversational flows, conversational analytics dashboards to track topic usage and gaps, Agent Chat escalation for human handoff, and ServiceNow Advanced Work Assignment to route inquiries to appropriately skilled experts. The team deliberately launched a limited set of high value topics first, then iteratively expanded the knowledge base and dialogue capabilities.
Integration work included a direct integration with Microsoft Teams to provide on demand access to Violet during meetings and remote work, and Agent Chat connections into the existing service desk workflow so users could be fast routed to engineers when needed. Operational coverage focused on companywide IT support with explicit plans to extend the Virtual Agent beyond IT into the People Portal for HR and facilities workflows.
Governance and rollout were managed by a multi disciplinary team led by ASML’s Enterprise Service Management Center of Excellence and a ServiceNow product owner, supported by extensive usability testing involving 3,000 employees. Live observation sessions, social media surveys, and a specialist user experience copywriter were used to refine conversational design, ensure consistent English phrasing for global staff, and to validate topic selection and handoff behaviors.
Results reported by ASML were strictly operational and product focused, including the 6,000 plus early adopters, greater than 80 percent user satisfaction, and a 90 percent predictability rate. ASML identified knowledge management and advanced analytics improvements as the next priorities to increase topic coverage and deflection, and positioned ServiceNow Virtual Agent as a template to standardize repetitive employee service processes across other business functions.
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Corteva Agriscience | Manufacturing | 22000 | $16.9B | United States | ServiceNow | ServiceNow Virtual Agent | Chatbots and Conversational AI | 2022 | n/a |
In 2022, Corteva Agriscience implemented ServiceNow Virtual Agent as part of a broader ServiceNow IT Service Management program to reinvent IT service delivery, embedding Chatbots and Conversational AI into its global support model. The engagement was explicitly aimed at standardizing processes across the enterprise and meeting a mobile, field-oriented workforce with a consistent, multichannel support experience.
The deployment of ServiceNow Virtual Agent focused on ticketing workflows, leveraging out-of-the-box conversations for password reset, reporting issues, and checking ticket status. Corteva configured the Virtual Agent with UX-optimized conversation flows and a small technical team, achieving a three month time to go live with two core developers and a UX designer driving adoption and conversation efficiency.
Operational architecture connected ServiceNow Virtual Agent to ServiceNow IT Service Management and the Now Mobile channel to deliver responsive support to end users, including mobile and field sales personnel. The implementation targeted global end-user services and IT support operations, positioning the Virtual Agent as the primary self-service entry point alongside Now Mobile for multichannel incident intake and status reporting.
Governance emphasized standardized, resilient processes and user experience optimization, enabling a rapid rollout and ongoing expansion of use cases. Outcomes reported by Corteva include a 50% reduction in voice tickets, a fourfold increase in self-service tickets, and nearly 10% average monthly growth in Virtual Agent sessions, demonstrating sustained adoption of the ServiceNow Virtual Agent in the companys IT service ecosystem.
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Dish Network | Communications | 13700 | $15.8B | United States | ServiceNow | ServiceNow Virtual Agent | Chatbots and Conversational AI | 2023 | n/a |
In 2023, Dish Network deployed ServiceNow Virtual Agent within its IT Operations environment. ServiceNow Virtual Agent is implemented as the conversational layer within the Chatbots and Conversational AI category and serves as a front end to internal ITSM and employee self service channels.
The implementation configures ServiceNow Virtual Agent alongside core ITSM modules, including Incident Management, Problem Management, Change Management, Configuration Management, and Knowledge Management, and leverages Performance Analytics for monitoring. Configuration and development work includes topic design, scripted flows, Service Catalog and Service Portal integration, Employee Center customization, and use of Flow Designer and IntegrationHub for orchestration. Development practices reference ServiceNow client and server side JavaScript, Business Rules, Script Includes, UI Actions, Scheduled Jobs, and update sets to move customizations between instances.
Integrations are implemented using ServiceNow mid server components and web services, with explicit tasks to build SSO, CMDB connectors, SAS connectors, and integrations that handle chats and email routing. The implementation scope centers on DISH IT Operations and service desk workflows, with administration and development resources based in Englewood, Colorado. Operational coverage emphasizes employee self service and internal support channels rather than external customer facing chat.
Governance and operational processes include structured requirements gathering, backlog grooming and prioritization, stakeholder communication, and administrative support for troubleshooting and bug fixes. Change control follows ServiceNow instance management practices using update sets and controlled testing cycles, and development responsibilities require ServiceNow system administration and application developer skill sets as part of ongoing platform stewardship.
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Markerstudy | Insurance | 1423 | $150M | United Kingdom | ServiceNow | ServiceNow Virtual Agent | Chatbots and Conversational AI | 2022 | n/a |
In 2022, Markerstudy deployed ServiceNow Virtual Agent to transform its IT service desk intake and enable 24/7 self-service. ServiceNow Virtual Agent running on the Now Platform became the primary intake channel for all user-raised tickets, with 26 automated topics available through the chatbot, classified under Chatbots and Conversational AI.
Markerstudy configured the Virtual Agent as a purpose-built chatbot called Lumi, initially automating nine high-volume first-line topics and then expanding scope through iterative development. The implementation leveraged ServiceNow IT Service Management for ticket creation and lifecycle management, and used ServiceNow User Experience Analytics to drive usage-based refinements to conversation flows and topic coverage.
Architecturally the Virtual Agent sits on the Now Platform and interfaces with backend tooling via scripted automation, notably using PowerShell to trigger remediation scripts such as password resets and VM session termination. Operationally the organization routed all inbound service activity through Lumi by disabling phone, email, and live chat channels during an accelerated rollout, making the chatbot the default first line of service and enabling automated ticket resolution where possible.
Governance and process changes included centralizing first-line workflows into the Virtual Agent, formalizing a continuous improvement loop driven by analytics, and shifting technician roles away from routine triage toward higher-priority incidents. Reported outcomes include faster ticket submission, 24/7 availability, higher rates of self-resolution, and freed technician capacity to support growth, with future plans to extend ServiceNow Predictive Intelligence and additional ITSM modules for procurement, vendor management, incident management, and problem management.
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Healthcare | 36877 | $7.6B | United States | ServiceNow | ServiceNow Virtual Agent | Chatbots and Conversational AI | 2022 | n/a |
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Retail | 9000 | $2.2B | Australia | ServiceNow | ServiceNow Virtual Agent | Chatbots and Conversational AI | 2021 | n/a |
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Insurance | 7041 | $1.7B | United Kingdom | ServiceNow | ServiceNow Virtual Agent | Chatbots and Conversational AI | 2022 | n/a |
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Education | 14992 | $3.0B | United States | ServiceNow | ServiceNow Virtual Agent | Chatbots and Conversational AI | 2019 | n/a |
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Professional Services | 7438 | $4.9B | United States | ServiceNow | ServiceNow Virtual Agent | Chatbots and Conversational AI | 2020 | n/a |
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Showing 1 to 10 of 10 entries
Buyer Intent: Companies Evaluating ServiceNow Virtual Agent
ARTW Buyer Intent uncovers actionable customer signals, identifying software buyers actively evaluating ServiceNow Virtual Agent. Gain ongoing access to real-time prospects and uncover hidden opportunities. Companies Actively Evaluating ServiceNow Virtual Agent for Chatbots and Conversational AI include:
- RHB Bank, a Malaysia based Banking and Financial Services organization with 13000 Employees
- Lockheed Martin, a United States based Aerospace and Defense company with 121000 Employees
- Columbia University, a United States based Education organization with 21489 Employees
Discover Software Buyers actively Evaluating Enterprise Applications
| Logo | Company | Industry | Employees | Revenue | Country | Evaluated |
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RHB Bank | Banking and Financial Services | 13000 | $2.1B | Malaysia | 2025-12-18 |
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Lockheed Martin | Aerospace and Defense | 121000 | $71.0B | United States | 2025-09-18 |
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Columbia University | Education | 21489 | $6.2B | United States | 2025-08-20 |
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Government | 8375 | $1.4B | Canada | 2025-07-10 |
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Healthcare | 10 | $1M | United States | 2025-07-03 |
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Government | 10 | $1M | Singapore | 2025-05-30 |
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Professional Services | 7100 | $971M | France | 2025-05-20 |
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Healthcare | 53000 | $13.2B | United States | 2025-03-25 |
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Oil, Gas and Chemicals | 32000 | $3.7B | Saudi Arabia | 2025-03-09 |
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Banking and Financial Services | 24000 | $15.7B | United States | 2025-03-03 |
FAQ - APPS RUN THE WORLD ServiceNow Virtual Agent Coverage
ServiceNow Virtual Agent is a Chatbots and Conversational AI solution from ServiceNow.
Companies worldwide use ServiceNow Virtual Agent, from small firms to large enterprises across 21+ industries.
Organizations such as ASML, Corteva Agriscience, Dish Network, Novant Health and Zoom Communications are recorded users of
ServiceNow Virtual Agent for Chatbots and Conversational AI.
Companies using ServiceNow Virtual Agent are most concentrated in Manufacturing, Communications and Healthcare, with adoption spanning over 21 industries.
Companies using ServiceNow Virtual Agent are most concentrated in Netherlands and United States, with adoption tracked across 195 countries worldwide. This global distribution highlights the popularity of ServiceNow Virtual Agent across Americas, EMEA, and APAC.
Companies using ServiceNow Virtual Agent range from small businesses with 0-100 employees - 0%, to mid-sized firms with 101-1,000 employees - 0%, large organizations with 1,001-10,000 employees - 50%, and global enterprises with 10,000+ employees - 50%.
Customers of ServiceNow Virtual Agent include firms across all revenue levels — from $0-100M, to $101M-$1B, $1B-$10B, and $10B+ global corporations.
Contact APPS RUN THE WORLD to access the full verified ServiceNow Virtual Agent customer database with detailed Firmographics such as industry, geography, revenue, and employee breakdowns as well as key decision makers in charge of Chatbots and Conversational AI.