Integrate Chat Bot with ServiceNow Chat

david_hreben · ‎01-02-2018

Hello,

I am trying to connect a chat bot with ServiceNow chat. Actually "botkit", and I want to know how customizable is the chat plugin from SN? The idea is to connect to Watson and based on the criteria, create tickets in SN. Any info would be appreciated.

anthony_arobone · ‎01-02-2018

Hi David,

ServiceNow released a technical whitepaper explaining how to integrate with IBM Watson's Conversation Service here: ServiceNow Integration with IBM Watson Conversation Service Whitepaper

Please have a look at that to start. The doc applies to pre-Kingston for those that want to get started now. That should answer all of your questions, but if you do have follow up questions I'd be happy to address them.

Also, with the launch of the Kingston release we will also be sharing some code on the Share site (share.servicenow.com) to jump start a Watson chatbot as well, but that will only work with Kingston as some changes to Connect are needed. Check that site periodically, it should be coming soon.

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david_hreben · ‎02-21-2018

Hello Anthony,

I wanted to know if it would be possible to use the chat queue together with the bot? What I am planning to achieve is that some one picks up the conversation if the bot cannot help. So I was thinking that the chat queue would be able to provide such visibility.

anthony_arobone · ‎03-05-2018

Hi David,

Glad to hear you got things working. While it is possible to hand off the VA chat to a live agent in the queue it will take some customizations to the queue code. My team experimented with it some time ago, but I can't recall off the top of my head what our changes were and if they were Java or Script changes. Let me connect with my team and see if we can find some info for you on this.

johnolivermendo · ‎04-09-2018

Hey David,

If you look in the Dialog Action table (ibm_va_action) you'll see an action called 'Live Agent Handoff'. To get that dialog action up and running all you need to do is create a chat_queue record and link it to the dialog action in the 'Action Parameters' related list on the Live Agent Handoff action form. Update the chat_queue_id parameter with the sys_id of that queue_id and you should be good to go. Below is a screenshot of the parameter location.

Assuming you still have the OOB ITSM Watson Content dialog nodes, then all you would need to do to trigger the Escalate use case would be to type something similar to 'I want to speak to a live agent'.

sachin_namjoshi · ‎01-02-2018

Depending on the chat client you use, it would affect if you need a net new table or can leverage existing live_message tables.

If you're using connect, perhaps this whitepaper can help with ideas: SN-Conversation Service Whitepaper V.pdf

Also, There is some information on chatbots provided in the below article especially on leveraging ChatOps, bots, and APIs for automating manual processes:

Using ChatOps, Bots, and APIs

Regards,

Sachin

Aur_lien CL · ‎04-20-2018

Hello everyone,

Did someone used this link to integrate Watson to SNOW?

If yes, how did it go for you?

I personnel have somme trouble trying to integrate it in the connect chat small window, it only works through the "chat with virtual agent" page and it's not a very user friendly way to interact with it.

Do you know if this is possible to interact with the bot in another message app or in the connect small windows?
And also, I'd like to add some new functionality such as "search tickets by tags", do you have some code samples for that?

Thanks in advance,

Regards

Aurélien