Chatbot as 1st level support

JarosławBodnar
Mega Explorer

4 weeks ago

Hi,
I have a question about propably Now Assist module of the ServiceNow related to customer communication with the IT ServiceDesk group. It is about reporting incidents/requests. Our goal is to use a chatbot as the 1st level support. If this level is not enough and the customer does not get support/solution, they must be able to create a ticket via this chat - the entire history of conversations with the chatbot will be filled into the ticket, which will be assigned to the appropriate IT support group. so this ticket number will be visible in backend for local admins.

Thank you for advance.

Regards

Jarek

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Dr Atul G- LNG
Tera Patron
Tera Patron

4 weeks ago

Hi @JarosławBodnar 

From my understanding, what you’re looking for is OOB (out-of-the-box) and is part of Virtual Agent, where the system can ask, “Do you want to create an incident?”

 

https://www.servicenow.com/community/virtual-agent-nlu-forum/creating-an-incident-virtual-agent/m-p/...

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Dr. Atul G. - Learn N Grow Together
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