NowAssist Sentiment Analysis for Interactions on HRSD

[SaiNishwanR]

Hi Everyone,

Is there any OOB method to perform sentiment analysis on chats from the "interaction" table? These are chats between NowAssist AI - Employee (or) HR Agent - Employee.

There already exists a "sn_ai_sentiment" field on the table (likely from Now Assist for HRSD and the Sentiment Analysis plugin), but there is no pre-configuration for this on the "sn_nowassist_skill_config" table (We already have this OOB for Incidents, from the Now Assist for ITSM plugin)

Any help is appreciated, thank you!

[Srikanth_9]

Hi @SaiNishwanR,

Refer below:

Analyze sentiments • Australia Employee Service Management • Docs | ServiceNow

HR Sentiment Analysis and Gen AI capabilities - ServiceNow Community

If the provided solution is useful/working, please Accept as Solution and hit the Helpful. 

Thanks & Regards,

Srikanth Akula.

[Vikram Reddy]

Hi @SaiNishwanR,

There's no packaged HRSD template for this yet, so don't wait on one, clone the existing Sentiment Analysis skill and repoint it at interaction. A few things to check as you build the clone:

• Now Assist Admin: enable and clone the Sentiment Analysis skill from ITSM (Incident) or CSM (Case) rather than authoring one from scratch.
• sn_nowassist_skill_config: on the cloned record, change the target table to interaction and confirm is_template is false so it's treated as your own config, not the base one.
• Now Assist Skill Kit: edit the input template so it pulls from the interaction's message/transcript content, and map the skill output to the existing sn_ai_sentiment field.
• availability conditions: filter to the interaction records you actually want scored, otherwise it'll try to run on every interaction, including ones with no substantive chat content.

Thank you,
Vikram Karety
Octigo Solutions INC

[abirakundu23]

Hi @SaiNishwanR,

There is currently no out-of-the-box (OOB) functionality available for performing sentiment analysis on the Interaction table in ServiceNow HRSD. To meet this requirement, you would need to create a custom AI skill or implementation.
However, the Now Assist framework will not automatically populate the sentiment field for the Interaction table for HRSD pacakage.

Additionally, you can raise a ServiceNow HI Support case to confirm whether OOB support for sentiment analysis on the Interaction table is planned for an upcoming release or if there are any recommended approaches from ServiceNow.

Please mark helpful & correct answer if it's worthy for you.