Predictive Intelligence for HR– Watch agent language with Profanity filtering (Article 5)

[Lener Pacania1]

Overview

One of my favorite clips from the Avengers is when Captain America says “language” after Iron Man and the other Avengers throw profanity around when battling the bad guys.

If only Captain America had ServiceNow’s Profanity Filter capability! We’ve all had a bad day when we let loose some bad words, due to frustration or reacting to a tough situation. We never want that moment of weakness to negatively impact the employee experience, so ServiceNow uses profanity filtering in agent chat to prevent agents from sending messages to requesters that include profane language. If an agent tries to send a message with profane language, the Profanity Filter blocks the message and flags the forbidden keywords. The Profanity Filter then warns the agent that the message contains forbidden keywords. If the agent continues to ignore the alerts, then the agent’s manager is notified with the transcript containing the profanity.

Lab 5 – Watch agent language with Profanity filtering

Configure Profanity Filter

Profanity filtering requires HR Agent Workspace, Agent Chat, and Virtual Agent. Please make sure your admin has installed these plugins.  Virtual Agent should also be configured on your ESC portal for this lab.

1. The admin should install the profanity filter plugin

2. Follow the profanity filter documentation to configure the profanity filter with Agent Chat.

Using the profanity filter

1. Go to your instance and impersonate an HR Agent, in my case Harry Taylor
2. Go to ALL > HR Agent Workspace
3. Make Harry (or your HR agent) available to accept incoming chats

4. Now log on as an employee, in my case Abel Tuter (you will pick your unique employee)
5. Open an incognito/private browser window
6. Log in as an employee or impersonate the employee, in my case Abel Tuter.
7. Go to the ESC Portal in your instance, https://<your instance>.service-now.com/esc
8. I’m going to use the Virtual Agent to access the live agent chat.

9. Open the Virtual Agent. Go to the top menu (the three vertical dots) and hit “Contact Live Agent”.

10. Go back to Harry in HR Agent Workspace and accept the chat request

11. Go back to Abel’s Virtual Agent Window and type “Hi Harry, I need help again with finding my dental benefits”, hit send.
12. In Harry’s HR Agent Workspace Window type your favorite profanity. In my case “Didn't I just cover this with you an hour ago? You really need to get your s**t together.” Hit send.

13. Notice, that Harry is flagged for his vulgarity. Abel is blissfully unaware of anything sent and awaits Harry’s professional response.

Congratulations you have finished the final lab in the series and got to drop some swear words to boot!

[Lener Pacania1]

Trouble Shooting

Issue: Profanity Filter is not working or filtering messages from the End user's session

Most Probable Cause: Expected behavior.

Solution Proposed: Here is the expected behavior:

1) Message from Agent to Requestor: If the Profanity filter is enabled, messages from the agent are validated in real-time and if profane messages are detected, those messages are blocked and not delivered to the customer. The incident is logged in the audit table: sys_cs_profane_message_log.

2) Message from Requestor to Agent:
Messages from the requestor to the agent are always delivered to the agent and no real-time filtering is available. However, there is an offline job (VA User Profanity Filter) that can be enabled to capture and log all the profane messages sent by the requestor in the audit table for analysis/reporting purposes.

Please refer to the below KB for details
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1116223

[cassie-le]

Hey Lener great post!! 

I'm just looking at messages from Requester to Agent - do you know how this offline job is configured or how to switch it on? 

Or where these log at all?