AI use case -ITSM

[akankshapan]

AI ticket auto classification,routing and password reset bot ,how can we build this use case ?

[Dr Atul G- LNG]

Hi @akankshapan 

As you mentioned these specific use cases:

• Auto-classification is not a direct AI use case. It is typically achieved using Predictive Intelligence (Machine Learning), which is available OOTB.
• Routing can be implemented using Lookup Rules/Lookup Definitions, which is also an OOTB capability.
• Password Reset is not an AI use case either. It can be fully automated using Flow Designer and integrations in the backend.

AI is primarily valuable where users interact conversationally using Now Assist or other generative AI capabilities to understand intent, generate responses, summarize information, or assist agents.

The use cases you mentioned are not purely AI-driven. They are better addressed using standard ServiceNow platform capabilities such as Predictive Intelligence, Lookup Rules, Flow Designer, and automation, with AI acting as an enhancement where appropriate.