I’m exploring how an AI chatbot could be integrated with ServiceNow to help users resolve common IT issues before creating an incident.
For example, if a user reports a password problem, software issue, or access request, the chatbot could search relevant knowledge articles, provide a summarized solution, and create an incident only if the suggested solution does not resolve the problem.
What would be the recommended approach for implementing this with ServiceNow Virtual Agent or other AI capabilities?
I’m particularly interested in how to connect the chatbot with the Knowledge Base, maintain conversation context, and ensure that the AI only provides answers based on approved ServiceNow content.
Has anyone implemented a similar AI chatbot workflow, and what architecture would you recommend?
