Grok vs ServiceNow Virtual Agent comparison

xAI and ServiceNow are both solutions in the AI-Powered Chatbots category. xAI is ranked #6 with an average rating of 7.5, while ServiceNow is ranked #1 with an average rating of 8.5. xAI holds a 2.4% mindshare in AIPC, compared to ServiceNow’s 4.4% mindshare. Additionally, 100% of xAI users are willing to recommend the solution, compared to 100% of ServiceNow users who would recommend it.

Grok

Read 2 Grok reviews

1,667 Views
1,300 Comparison Views

100% willing to recommend

ServiceNow Virtual Agent

Read 7 ServiceNow Virtual Agent reviews

2,983 Views
2,536 Comparison Views

100% willing to recommend

Grok

ServiceNow Virtual Agent

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between Grok and ServiceNow Virtual Agent based on real PeerSpot user reviews.

Find out in this report how the two AI-Powered Chatbots solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.

To learn more, read our detailed Grok vs. ServiceNow Virtual Agent Report (Updated: July 2026).

Buyer's Guide

Grok vs. ServiceNow Virtual Agent

July 2026

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Helped 909,099 peers since 2012

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

Grok

Ranking in AI-Powered Chatbots

6th

Average Rating

7.6

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

Large Language Models (LLMs) (7th)

ServiceNow Virtual Agent

Ranking in AI-Powered Chatbots

1st

Average Rating

8.0

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of August 2026, in the AI-Powered Chatbots category, the mindshare of Grok is 2.4%, down from 7.2% compared to the previous year. The mindshare of ServiceNow Virtual Agent is 4.4%, down from 9.9% compared to the previous year. It is calculated based on PeerSpot user engagement data.

AI-Powered Chatbots Mindshare Distribution
Product	Mindshare (%)
ServiceNow Virtual Agent	4.4%
Grok	2.4%
Other	93.2%

AI-Powered Chatbots

Featured Reviews

TejaswiniAleti

Member Technical at ADP

Daily conversations have boosted my productivity and turned rough ideas into clear responses

Grok could be improved by making its answers more consistent and easier to trust across different topics. I would also like to see better source transparency so I can understand where a response is coming from when accuracy really matters. Another area would be deeper follow-through on complex prompts. Sometimes I want it to keep the structure tighter, explain trade-offs more clearly, or give me a cleaner final answer without needing as much editing on my side. I would also improve the experience around memory and context, so it stays aligned with what I'm trying to do over a longer conversation. That would make it even more useful for ongoing work instead of just one-off questions. I would add a few practical improvements. The user interface could be a little cleaner, especially when switching between tasks or refining an answer. I would also prefer smoother integrations with the other tools and platforms I use, so it fits more naturally into my workflow instead of feeling separate. Another improvement would be better handling of longer conversations so the context stays consistent without me having to restate things. That way, context rot does not happen. That would make it more reliable for ongoing work and reduce repetitive edits on my side. The improvements I would prefer to see are better consistency across answers, and especially when I ask similar questions in different ways. It would also help if Grok were more transparent about when it is confident versus when it is inferring because that makes it easier to trust the output. I would also prefer to improve context handling for longer conversations, editing and refinement tools so I can polish answers more smoothly, and integration quality with other work apps so it fits into my workflow more naturally. The stability and uptime, especially for more demanding or production-style use, would also be important. Overall, I think the biggest theme is making it feel more predictable and dependable while keeping the speed and conversational style that makes it useful.

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KaustubhPartha

Business Process Consultant at Advance Solutions

Virtual agent has transformed support workflows and saves employees valuable time every day

The only concern about ServiceNow Virtual Agent is that it helps in the notification, but in most companies, employees do not always work on ServiceNow. There are administrators and end users. What happens with end users is that if your screen is open with the service portal and ServiceNow Virtual Agent on your screen, you do get your notifications. But if you accidentally close the window or the browser and start to work on something else, even if ServiceNow Virtual Agent responds, the notification is not sent to that person. ServiceNow has changed the game by bringing Now Assist and other AI related aspects where they have leveled up on the virtual agent capability. I would say that ServiceNow Virtual Agent as an individual entity can be improved in certain aspects. The biggest improvement needed for ServiceNow Virtual Agent is that it is currently only available on the service portal. If a person logs into ServiceNow and they are a fulfiller, in order to access ServiceNow Virtual Agent, they will have to open their service portal and keep it open until they receive the notifications. If ServiceNow Virtual Agent is available on the classic UI itself, the moment any fulfiller logs into ServiceNow, they do not have to additionally go on to the portal. That would be more helpful and would save some time. ServiceNow in general is doing a good thing across all the modules. I do not have any negative feedback to provide. The whole AI thing that has come after the Xanadu upgrade and then the Zurich upgrade, things are slowly improving and the way ServiceNow is building the build agent and other aspects, I do expect some really interesting and innovative features in the next year from the Australia release.

Read full review

Quotes from Members

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

Pros

"The biggest measurable outcome for me has been the time saved, as I can usually get to a usable draft or an answer much faster, which cuts down the time I spend rewriting or searching for wording and has improved my productivity by making it easier to move from an idea to a finished answer without getting stuck."

"I previously tried to do the same with ChatGPT, Claude, and Perplexity, but none of them have the ability for this up-to-date, real-time, niche, pop culture knowledge that Grok possesses."

"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."

"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."

"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."

"If you want to decrease the pressure on your service desk team, the best solution is ServiceNow Virtual Agent."

"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."

"We had a total reduction of calls to the service desk of around 25% in costs, before we'd even completed the integration, despite that not being our main goal."

"First and foremost, I do not have to focus too much on development, as it is an already ready-made offering that I can use and develop, and the LLM is quite mature and intelligent to provide answers, so the implementation time is also not too high and the results are good."

More ServiceNow Virtual Agent pros

Cons

"I would rate customer support around five out of ten because it is slow and difficult human support in refund handling and we have to rely on other channels, official channels, and community help."

"Grok is already pretty good, but I don't like the voice mode. It doesn't work very well, giving very long answers and explanations and repeating certain greetings."

"Lacks integration with AI search or any enterprise search machine."

"The only concern about ServiceNow Virtual Agent is that it helps in the notification, but in most companies, employees do not always work on ServiceNow."

"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?""

"I'm not giving ServiceNow Virtual Agent a higher score, such as eight, nine, or ten, because it's still pretty new and needs to be more mature. I didn't find the AI and machine learning features great, so there's a possibility that your chatbot would only give or show the correct answers sometimes."

"ServiceNow Virtual Agent can definitely be improved. ServiceNow has already deployed Now Assist, which is the higher version of ServiceNow Virtual Agent."

"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."

"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."

"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."

Pricing and Cost Advice

Information not available

"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."

"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."

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Top Industries

By visitors reading reviews

Manufacturing Company

15%

Comms Service Provider

14%

Financial Services Firm

12%

University

Manufacturing Company

21%

Computer Software Company

Financial Services Firm

Government

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

By reviewers
Company Size	Count
Small Business	1
Midsize Enterprise	1
Large Enterprise	5

Questions from the Community

What is your experience regarding pricing and costs for Grok?

For me, the main cost was the subscription or usage-based plan itself while licensing was more about choosing the right level of access than negotiating a complex enterprise model.

See all answers

What needs improvement with Grok?

See all answers

What is your primary use case for Grok?

My main use case for Grok is getting quick conversational answers and brainstorming ideas, and it helps me work through questions faster. I also use it when I want a more natural back-and-forth ins...

See all answers

What is your experience regarding pricing and costs for ServiceNow Virtual Agent?

I do not know the cost breakdown. I am not at the level that deals with the cost of ServiceNow offerings.

See all answers

What needs improvement with ServiceNow Virtual Agent?

ServiceNow Virtual Agent can definitely be improved. ServiceNow has already deployed Now Assist, which is the higher version of ServiceNow Virtual Agent. Now Assist heavily uses machine learning an...

See all answers

What is your primary use case for ServiceNow Virtual Agent?

Samples can include situations where a user loses their password and needs to reset it. ServiceNow Virtual Agent can perform this activity. ServiceNow Virtual Agent can help create an automated inc...

See all answers

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Product Reports

Buyer's Guide

AI-Powered Chatbots

July 2026

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Buyer's Guide

ServiceNow Virtual Agent

July 2026

Download ServiceNow Virtual Agent product report

Also Known As

No data available

Virtual Assistant, Passage AI

Overview

Grok offers advanced data analytics for businesses aiming to improve decision-making and operational efficiency. Its scalable features suit various industries, providing comprehensive insights and optimizing processes.

As a powerful data analytics tool, Grok helps businesses uncover actionable insights that drive strategy and growth. Its flexible architecture supports integration with existing systems, enabling seamless data management. Industries can leverage Grok's capabilities for data-driven strategies, enhancing operational performance and competitiveness.

What are Grok's key features?

Data Integration: Facilitates seamless incorporation of heterogeneous data sources.
Predictive Analytics: Offers forecasts based on historical data patterns.
Real-time Insights: Provides immediate data updates for timely decision-making.
Scalability: Accommodates growing data volumes without sacrificing performance.
Customizable Dashboards: Allows personalized data presentation.

What benefits and ROI should users consider?

Enhanced Decision-Making: Empowers teams with data-driven insights.
Operational Efficiency: Streamlines processes through automation and real-time data.
Cost Reduction: Identifies areas for financial optimization and resource allocation.
Competitive Edge: Offers tools for trend analysis and market agility.

In industries like retail, finance, and healthcare, Grok is implemented to manage data complexity and deliver strategic insights. Retailers use it for enhanced customer analytics, finance sectors for risk management, and healthcare for patient data optimization. These applications underscore its adaptability and effectiveness across fields.

xAI

ServiceNow Virtual Agent offers customizable conversational flows for workflow management, automating routine IT tasks, and significantly reducing service desk workload to enhance user satisfaction with deep search capabilities and improved response times.

ServiceNow Virtual Agent integrates a low-code platform that efficiently manages workflows through customizable conversational flows. It automates routine IT tasks such as password resets and ticket status checks, saving time and resources by decreasing service desk workloads by up to 60%. The intuitive design leverages advanced natural language processing to resolve customer queries, enhancing user experiences with swift response times. Its robust functionalities provide seamless integration with external systems, optimizing incident management and service catalog processes. While improvements in AI search integration, multilingual support, and permissions management could augment its capabilities, regular updates are anticipated to introduce innovative features.

What are the key features of ServiceNow Virtual Agent?

Customizable Conversational Flows: Create tailored workflows for specific needs, enhancing efficiency.
Automated IT Task Management: Streamline routine tasks like password resets, reducing manual workload.
Low-Code Integration: Simplifies integration with external systems for seamless operations.
Enhanced Response Times: Deep search and intuitive design ensure fast, accurate customer assistance.
Process Automation: Automate processes, saving time and reducing resource expenditure.

What benefits or ROI should be looked for in reviews?

Reduced Workload: Service desk workload reduction by up to 60% increases operational efficiency.
Improved User Satisfaction: Quick response and high accuracy enhance overall user experiences.
Time and Resource Savings: Automation and process integration minimize manual interventions.
Seamless Integration: Connects effortlessly with external systems for comprehensive service management.

In IT departments, ServiceNow Virtual Agent is primarily deployed to optimize support functions by automating repetitive tasks such as password management and incident resolution. Many industries leverage its capabilities to provide end-users with efficient self-service options and support integration with external systems, improving overall service delivery.

ServiceNow

Sample Customers

Information Not Available

MGM,Novant Health

Buyer's Guide

Grok vs. ServiceNow Virtual Agent

July 2026

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