End users - Self-service through Virtual Agent
The Citrix ITSM Adapter service is integrated with the ServiceNow Virtual Agent. The automated, AI-enabled Virtual Agent interacts with end users through predefined topic conversations. The agent identifies and triggers the actions that users want to do, such as reset desktop sessions.
Virtual Agent can be available in web chatbot, NowMobile, and collaboration tools such as Microsoft Teams and Slack. For more information, see this ServiceNow article.