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Darktrace vs ServiceNow Virtual Agent comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Jun 15, 2025

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

Darktrace
Ranking in AI-Powered Chatbots
3rd
Average Rating
8.2
Reviews Sentiment
7.2
Number of Reviews
82
Ranking in other categories
Email Security (9th), Intrusion Detection and Prevention Software (IDPS) (1st), Network Traffic Analysis (NTA) (1st), Network Detection and Response (NDR) (1st), Extended Detection and Response (XDR) (6th), Cloud Security Posture Management (CSPM) (15th), Cloud-Native Application Protection Platforms (CNAPP) (11th), Attack Surface Management (ASM) (4th), AI-Powered Cybersecurity Platforms (2nd)
ServiceNow Virtual Agent
Ranking in AI-Powered Chatbots
1st
Average Rating
7.8
Reviews Sentiment
7.0
Number of Reviews
5
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of July 2025, in the AI-Powered Chatbots category, the mindshare of Darktrace is 0.2%. The mindshare of ServiceNow Virtual Agent is 10.5%, down from 26.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.
AI-Powered Chatbots
 

Featured Reviews

Malebo Lethoba Group - PeerSpot reviewer
Have found the AI analyst and detection functions highly valuable for network operations while managing complexity in initial setup
The functions I find most valuable in Darktrace ( /products/darktrace-reviews ) are the AI analyst as well as the detection.The autonomous response capabilities of Darktrace are not crucial for me because it doesn't work in a network where there are no core switches. In a modern network, the autonomous response doesn't work, especially when sitting in a shared data center.If I'm running a traditional network where I am not in a shared data center with a layer two dedicated for my resources, then it can work for me. However, if I am in a data center where I don't have layer two, it becomes an issue because the autonomous response is reliant on sending spoofed TCP resets to my core switch to block traffic, which is a major issue.
Felipe Cunha - PeerSpot reviewer
Has a great virtual agent feature that gives us connectivity that can reach out to any middleware
I am the owner and architect in the company with regard to permissions so everyone goes through me to manage their flows. If I could change the permissions so each department could see its own flows, it would simplify a lot in the process. It's something they should improve. I'd also like integration with AI search or any enterprise search machine. That would add such a strategic aspect because you'd no longer need to capture and understand everything and add a realm where you can have a data lake of content. Conversely, imagine if you could give cognitive capabilities to an existing search engine, where the machine might be able to generate reports. It's the next step toward AI ops.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"AI analytics are built directly into the product."
"The most valuable features of Darktrace are the tracing of unusual external emails and monitoring the local network."
"I like the Antigena feature in Darktrace, as it offers immediate response and is helpful."
"The most valuable feature of Darktrace is its ability to detect and counter threats before they occur."
"I find it very good in the way that they show the past events, including the attack history."
"The most valuable features are the AI and advanced learning tools that distinguish it from other products."
"We liked their approach to identifying intrusions or network anomalies using AI."
"I have found the most valuable features to be artificial intelligence for cybersecurity, advanced machine learning capabilities, enterprise Immune System, Antigena Network, and Antigena Email. The way the solution detects the threat over the network before it spreads is very good. It notifies you of what the threat is exactly doing and gives you all the details about the execution of that application that had created the threat over your network."
"What's best about ServiceNow Virtual Agent is easy implementation. It's a drag-and-drop process where you can set up a chatbot over the UI. I like that ServiceNow Virtual Agent is a low-code solution. For ServiceNow Virtual Agent integration, you'll only need to write short lines of code, so that's easier. As ServiceNow Virtual Agent is under ServiceNow, it's easy to raise an incident, look for a knowledge base article, etc., so this is another pro of the solution."
"For me, it's very valuable that many of the IT solutions that normally service desk agents provide and that take a lot of their time can be done. For example, password reset normally takes a lot of time for service desk agents, and that is something that can be very easily automated so that they can focus on something that adds more value. Password reset or helping with password reset looks simple, and maybe naive, but it takes a significant amount of time for service desk agents. That is something that helps a lot."
"Virtual Agent gives us connectivity that can reach out to any middleware."
"Virtual Agent frees up resources. When properly populated, it's a great asset because it can provide answers 24/7, and you can operate it with reduced staff. You save money. Over time, you can have it learn to address newer questions as you work with it from a support staff standpoint."
"The ITSM topics were valuable. They reduced service desk usage and freed agents. They saved 40% to 50% of the time, and the agents were able to do other tasks instead of just replying to customers, replying to their emails, or logging the incidents themselves. That percentage of work was now done directly by end-users who were also happy because they were able to get the query response within seconds instead of waiting in a queue or waiting for an agent to reply."
 

Cons

"In the next version, I'd like to see penetration testing."
"The module can improve so that every time it's more intelligent."
"The solution's user interface and stability could be improved."
"I was under impression that Darktrace's automatic blocking would be an out-of-the-box feature, but we had to integrate it with our firewall to get it to block automatically. The salesperson should be upfront and explain that you need to integrate it with your network. I would also like to see more reporting on risk. Banks in my region want to see at a glance the risk level of various assets."
"One thing I would like is for Darktrace to flag SMB traffic more accurately. Currently, it only flags that SMB traffic has occurred, but it doesn't specify which file was being transferred. This makes it difficult to investigate incidents involving SMB traffic, as we don't have concrete evidence of what was being sent."
"I would like to see a feature where the tool ingests information from an anti-malware product that is present at the endpoint."
"Pricing bothers me and this is one of the major factors when choosing a solution."
"In a shared environment, it doesn't work, and there are still some integration issues."
"Lacks integration with AI search or any enterprise search machine."
"They can help the developers with ready-made structures or JavaScript structures or topics that can be integrated into the basic package. That would help a lot."
"Right now, out of the box, ServiceNow Virtual Agent has no natural language conversion. You can't convert from one language to another. If that functionality were available in ServiceNow Virtual Agent, that would make the solution better and easier for users. For example, if a user is typing in Chinese and the service desk staff is using Hindi, there should be a dynamic conversion of the languages, so there'd be good and accurate communication between the end user and the service desk team. The additional feature I'd like ServiceNow Virtual Agent to have in its next release is language conversion because that's where it's lagging. It's one of the most critical features that clients ask for. I'm in a consulting firm, and I'm helping people implement ServiceNow Virtual Agent. As a consultant, people often ask me this question: "How do you remove the language barrier?""
"There were occurrences where the machine was not recognizing the topic correctly and not routing the users to the correct topic. It was specifically related to the Spanish language."
 

Pricing and Cost Advice

"It is inexpensive considering what it can do and the competition."
"The pricing is expensive. It costs over $100,000 a year."
"The price of Darktrace is high and could be reduced. We pay approximately $30,000 to $54,000 annually."
"The tool's pricing is costly."
"Darktrace is pricey, but the price is reasonable for what the solution does, and it's comparable to other products."
"I am using a demo of Darktrace for deployment and testing which is free."
"They are too expensive compared with other vendors."
"Prior to negotiating, Darktrace offered their appliance and service for $80,000 per year."
"Based on what I know, when you purchase ServiceNow ITSM, ServiceNow Virtual Agent comes out of the box with it. You don't have to pay extra for the ServiceNow Virtual Agent license. So, there's no extra cost."
"ServiceNow Virtual Agent was included in my company's basic ServiceNow package, so when you get a ServiceNow license, you can use ServiceNow Virtual Agent for free."
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Top Industries

By visitors reading reviews
Computer Software Company
13%
Manufacturing Company
9%
Financial Services Firm
8%
Government
7%
Manufacturing Company
13%
Financial Services Firm
13%
Computer Software Company
12%
Healthcare Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

How does Crowdstrike Falcon compare with Darktrace?
Both of these products perform similarly and have many outstanding attributes. CrowdStrike Falcon offers an amazing user interface that makes setup easy and seamless. CrowdStrike Falcon offers a cl...
Which is better - SentinelOne or Darktrace?
Which solution is better depends on which is more suitable specifically for your company. Darktrace, for example, is meant for smaller to medium-sized businesses. It is also a good option for organ...
What do you like most about Darktrace?
A very useful feature in Darktrace for real-time threat analysis is the packet inspection that analyzes the packet traffic in real time.
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Also Known As

No data available
Virtual Assistant, Passage AI
 

Overview

 

Sample Customers

Irwin Mitchell, Open Energi, Wellcome Trust, FirstGroup plc, Virgin Trains, Drax, QUI! Group, DNK, CreaCard, Macrosynergy, Sisley, William Hill plc, Toyota Canada, Royal British Legion, Vitol, Allianz, KKR, AIRBUS, dpd, Billabong, Mclaren Group.
MGM,Novant Health
Find out what your peers are saying about Darktrace vs. ServiceNow Virtual Agent and other solutions. Updated: June 2025.
860,592 professionals have used our research since 2012.