September 2026

ServiceNow is deprecating NLU Virtual Agent functionality as part of the broader transition to AI-native, LLM-based experiences: ServiceNow Otto. NLU-powered Virtual Agent topics, the NLU Workbench, and associated channel integrations are being replaced by LLM-based topic handling powered by Now Assist and AI-native SKUs.

This is a  multi-release transformation  impacting platform capabilities, third-party channel integrations, and business unit features. The deprecation follows the standard N / N+1 / N+2 phased approach — announced at Brazil release, enforced for new customers at Canada release, and end-of-support at Denmark (H2 2027). I.e., there will be no enhancements moving forward, and net new customers will not be able to install NLU Virtual Agent as of the Canada release. In the Denmark release, only existing NLU customers will receive high-priority bug fixes.

Related NLU-exclusive features are also slated for deprecation including Issue Auto Resolution (IAR), Amazon Connect IVR, Workplace from Facebook (also deprecated by Meta), Alexa, and CI Diagnostic tool. This also affects ITSM and other BU out-of-box Virtual Agent topics.

Call to action for customers:

• If you are currently exploring or implementing NLU Virtual Agent as a solution, please direct your attention to our Otto (Now Assist) solution or Employeeworks for your requestor conversational experience. 
• If you are currently using NLU Virtual Agent, please see the NLU to LLM Topic migration tool to move your NLU topic content to Otto for Virtual Agent. For Impact customers, see the Jumpstart your migration to ServiceNow Otto for Virtual Agent program to help with your migration. 
• Alternatively, if it's an available option you can also explore Employeeworks. 

For additional questions, please reach out to your account team.