Top 7 Dual-Agent Systems for Internal IT Support

ServiceNow Virtual Agent is a flagship solution from the renowned enterprise platform, designed to streamline IT service management (ITSM) and other business processes. The tool creates conversational agents that can be deployed across ServiceNow’s Service Portal, mobile apps, and external websites. Each agent can be paired with a background workflow that triggers ServiceNow actions—opening incidents, updating knowledge articles, or initiating approval processes—making it a powerful dual‑agent system for IT support. The platform’s natural language processing engine is tightly integrated with ServiceNow’s knowledge base, allowing the agent to retrieve and present relevant articles to users in real‑time. It also supports dynamic routing, enabling conversations to flow into human agents when the context requires expertise beyond the bot’s scope. For organizations already invested in ServiceNow, Virtual Agent offers a seamless extension of their existing ITSM workflows, reducing ticket volume and accelerating first‑time resolution. Although the platform is highly configurable, users still need to define intents, triggers, and flows through ServiceNow’s Flow Designer, which may require a learning curve for those unfamiliar with the ecosystem.

Microsoft Power Virtual Agents is part of the Power Platform, offering a no‑code chatbot builder that can be used for IT service desks, HR support, and more. The platform allows users to design conversational flows with a guided, visual interface, while the underlying AI handles intent recognition and language understanding. A key feature is its integration with Microsoft Power Automate, enabling background agents to trigger workflows such as ticket creation in Dynamics 365, email notifications, or approvals. Power Virtual Agents can be embedded in Teams, SharePoint, or any website, making it a versatile dual‑agent solution for internal IT support. The platform supports multilingual conversations, and its analytics provide insights into conversation metrics, popular queries, and bot performance. While the bot can handle many routine requests, it can also hand off to human agents via Teams or other channels when the issue is complex.

IBM Watson Assistant is a well‑established AI chatbot platform that enables businesses to build conversational agents across multiple channels. The platform offers a visual dialog editor, natural language understanding, and integration with IBM’s extensive AI services. A distinctive feature is Watson Assistant’s ability to connect with IBM Cloud Functions or IBM Automation Platform for Enterprise to run background processes—effectively creating a dual‑agent architecture. When a user asks a question, Watson Assistant can retrieve answers from a knowledge base, but can also trigger automated actions such as opening a ticket in ITSM, updating a database, or sending notifications to IT staff. Watson Assistant supports multi‑channel deployment, including web, mobile, and messaging platforms. Its analytics dashboard provides insights into user intent distribution, confidence scores, and conversation flows. IBM’s strong focus on security and compliance makes it a popular choice for regulated industries.

Oracle Digital Assistant is part of Oracle Cloud’s digital experience suite, designed to create conversational agents that can be deployed across websites, mobile apps, and embedded devices. The platform provides a visual designer for building dialog flows, and it can be paired with Oracle Integration Cloud to trigger background processes such as ticket creation, data retrieval, or workflow execution. Oracle’s strong focus on data integration allows the assistant to pull information from Oracle Fusion applications, giving IT support agents real‑time visibility into system status and user accounts. The platform also supports knowledge‑base search, role‑based access control, and multi‑channel deployment. Although Oracle Digital Assistant offers a powerful dual‑agent architecture, it requires Oracle Cloud subscriptions and may be more suitable for organizations already invested in the Oracle ecosystem.

Salesforce Einstein Bots is a chatbot solution built into the Salesforce service cloud. The platform allows IT teams to create conversational agents that can answer FAQs, gather information, and create support tickets in Salesforce. Einstein Bots can be paired with Salesforce Flow to trigger background actions—such as updating records, sending email alerts, or initiating approval processes—creating a dual‑agent experience. The bots are highly customizable through a point‑and‑click interface and can be embedded in Salesforce communities or web pages via the Einstein Bot Builder. Einstein Bots also provide analytics, including conversation metrics and agent performance. Because the platform shares the same security model as Salesforce, it benefits from role‑based access, data encryption, and compliance standards. However, the solution is tightly coupled to Salesforce, which may limit flexibility for teams that use other ITSM tools.

Zendesk Answer Bot is a conversational AI built into the Zendesk support suite. It is designed to provide instant answers to common support queries, reduce ticket volume, and route complex issues to human agents. The bot uses a knowledge‑base search engine to fetch relevant articles and can trigger background actions such as ticket creation, status updates, or email notifications via Zendesk’s webhooks. Answer Bot can be embedded in Zendesk Help Center, websites, or mobile apps, and it integrates with Zendesk’s reporting tools to track conversation metrics. While the platform offers a no‑code interface for building bot responses and triggers, it is limited to the Zendesk ecosystem and does not support direct integration with external ITSM tools without custom webhooks. Nonetheless, for teams already using Zendesk, Answer Bot delivers a straightforward dual‑agent solution that improves first‑line support and frees up agents for higher‑priority work.