How to configure Sensitive Topics / Filters for Now Assist in Virtual Agent (NAVA) without HRSD

[DeanB9201927820]

Overview

This article outlines how to configure Sensitive Topic filtering within Now Assist for Virtual Agent (NAVA) for use cases where HRSD is not implemented. This enables governance over AI-generated responses using Now Assist / GenAI filtering capabilities.

ServiceNow allows administrators to define Sensitive Topic filters that can intercept or guide AI responses. While commonly associated with HRSD, this capability can be extended to non-HRSD use cases using the sys_gen_ai_filter framework which is a core platform feature for Now Assist but only exposed when HRSD is installed.

Prerequisites

• Access to Virtual Agent Designer
• Now Assist / GenAI capabilities enabled
• Admin access to system tables

Configuration Steps

1. Configure a Filter Error Topic in Assistant / Virtual Agent Designer

• Navigate to Assistant / Virtual Agent Designer
• Create or update a topic to handle filter-triggered scenarios
• This topic will be invoked when a sensitive query is detected

2. Create a Sensitive Topic Filter Record

• Navigate to table: sys_gen_ai_filter
• Create a new record and complete the following fields:
  • Name: Logical name of the filter
  • Description: Purpose of the filter
  • Filter Error Topic: Reference the VA topic created earlier
  • Filter Type: Sensitive
  • Filter Threshold: 0.81 (or adjust as needed based on testing)
  • Filter Configurations: Portal followed by portals, e.g. portal esc
  • Active: Set to true

3. Define Sample Utterances

• Navigate to table: sys_gen_ai_filter_sample
  • TIP: Add this table as a related list to thesys_gen_ai_filter table
• Create child records linked to your filter
• Add representative phrases/utterences that should trigger the filter

4. Enable Applicability in Now Assist Admin

• Navigate to: /now/now-assist-admin/filters
• Locate your filter
• In the Applicability tab, enable:
  • NAVA (Now Assist Virtual Agent)

Behavior and Validation

• When a user inputs a phrase that is broadly aligned to the defined sample, the filter is triggered, 
• The configured VA Error Topic is executed
• This allows controlled handling of sensitive or restricted queries

Known Limitation: Filter Visibility in Navigation

An observed behavior is that configured filters do not appear in the standard Application Navigator.

Explanation

• The sys_gen_ai_filter table is part of the Now Assist Admin configuration experience
• It is not exposed by default in the UI16 or Next Assist Admin navigation modules

When Does It Appear Natively?

• Filters are accessible natively when:
  • When Now Assist HRSD is installed and Accessing the Now Assist Admin workspace
  • Navigating directly to /now/now-assist-admin/filters
  • They are not automatically added to the UI16 Application Navigator modules

Recommended Workarounds

• Create a custom UI16 module pointing to:
  • /now/now-assist-admin/filters
•  

Best Practices

• Use clear and comprehensive sample utterances to improve detection accuracy
• Perform Robust testing to ensure the filter is applied under the right circumstances
• Design VA Error Topics to guide users safely rather than simply blocking
• Document filters for governance and audit purposes

Summary

Sensitive Topic filtering can be successfully implemented outside of HRSD by leveraging the GenAI filter framework. While navigation visibility is limited by default, this can be addressed via custom modules or direct workspace access.

This approach enables scalable governance of AI interactions across broader enterprise use cases.

[DeanB9201927820 · Accepted solution]

Posting this for wider visibility 🙂