Service now AI
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6 hours ago
Dear all,
I do not know if I am on the right place but lets try.
I need to learn in Service now how AI can help a user to express hi problem and AI engine is capable out of user information to determine all necessary field to create the proper request with correct classification.
Does any of you could help me point out to free peace on lab course in Service now relative to this with practical case that can be configured in a lab instance and understand from start to end for the implementation and full workflow process .
I browse snow training around but did not find the correct one for undertanding concept, configuration and practice.
Thanks for your help on this
Regards
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4 hours ago
Hello @User687957 ,
Yes your use case is absolutely possible in ServiceNow. What you are describing is typically implemented using Virtual Agent + Generative AI capabilities such as Now Assist / AI Agents. The idea is that the user describes the problem in natural language, and the AI engine interprets the intent, extracts relevant information, and then automatically populates the required fields (such as category, subcategory, assignment group, etc.) to create the correct request or incident.
A typical architecture for this type of implementation includes:
1) Virtual Agent : provides the conversational interface where the user explains the issue.
2) Flow Designer / Automation : creates the request or incident and maps the extracted values to the appropriate fields.
3)Now Assist /Generative AI : enhances the conversation and can determine next-best actions or even trigger workflows automatically.
For Ex : "My laptop is very slow and I cannot open Outlook"
The AI can: Detect intent > IT issue Identify device > laptop Suggest category/subcategory > Hardware / Performance Automatically create an incident record.
Refer this :
If my response helped mark as helpful and accept the solution.
