How to build a knowledge base chatbot in ServiceNow

[PayamB]

Hi there,

I am completely new to ServiceNow and I am reading the documentation and watching videos to familiarize myself with the Agentic AI capabilities of the platform. I have tested with making AI agents and use cases, etc. but I'm finding it difficult to create am overall picture for myself in which I know how to create an AI tool from start to end. In particular, I'm trying to figure out how to create a chatbot with persistent conversation memory within a session. To be more specific, we have a knowledge base hosted on ServiceNow and we want to create a chatbot with conversation history such that a user can have a persistent (within one session) conversation with the chatbot and obtain info from the knowledge base using the chatbot. I want to know what the main steps and concepts are. That is, whare should I start from? Should I create an agent and a chat memory element and put together these pieces (modules) and connect them to the knowledge base? Are these all done within the context of a agentic workflow? I guess it is clear that I'm pretty lost. So any help will be appreciated. Thanks!

[PayamB]

I finally figured that a chatbot like I wanted to make is possible through a section called "conversational interfaces". I did not have the privilege to access this section. Once the admin access was given to me and I found access to this section, I was able to Conversational Interfaces > Assistants and there click on the "Create new" button and do the settings in the subsequent pages and build the chatbot. During the settings I specified the portal that I wanted the chatbot to appear on and the tables based on which I wanted to chatbot to answer questions.