Hi @Rishabh2631997 ,
You can proactively deflect issues and expedite the resolution process for your agent and user with the Issue Auto Resolution (IAR) application. Through machine learning and Natural Language Understanding (NLU), users get immediate self-service and can access Virtual Agent topics, Knowledge articles, and catalog items.
In IRM, you need to think of a use case, which you can get an idea from ITSm and HR below:
To learn more about the use cases for Issue Auto Resolution for ITSM and HR Service Delivery, see Issue Auto Resolution for ITSM Virtual Agent and Issue Auto Resolution for HR Service Delivery.
Configuration:
https://www.servicenow.com/docs/bundle/yokohama-conversational-interfaces/page/administer/virtual-ag...
