Sentiment Analysis for Sourcing and Procurement Operations

[AayushS56594806]

Hi Team ,

I want to understand Gen AI related Implementation that can be done on Source to Pay Module and can we implement Sentiment Analysis in Source to Pay Module to gauge supplier/requester sentiment. Please guide on same.

[Lener Pacania1]

Any skill that doesn't exist in Now Assist OOTB can be created with the Now Assist Skill Kit.  Check out the Now Assist Skill Kit library for examples.   

[Rahul Priyadars · Accepted solution]

Similar Use case developed using Service Now NASK for Survey Sentiment Analysis-

https://www.servicenow.com/community/now-assist-articles/now-assist-skill-kit-detect-negative-survey...

Or You Can use 3 rd Party LLM calls using Service Now Gen AI Controller + Flow to do the sentiment Analysis.

Refer this docs from Service Now-

=================Service Now Summarize Feature gave this ====

Summary: Use Sentiment Analysis with Flow Designer

Objective: Upgrade the assignment group of an incident based on negative sentiment in the short description.

Steps to Create the Flow:

1. Navigate to All > Process Automation > Flow Designer.
2. Create a New Flow: Name it (e.g., "Change assignment group if negative sentiment").
3. Add a Trigger:
   • Select Record > Created.
   • Choose the Incident table.
4. Add Sentiment Analysis Action:
   • Search for Generative AI Controller > Sentiment Analysis.
   • Use the Short description as the utterance.
5. Set Condition:
   • Add Flow Logic > If.
   • Name it "Negative sentiment" and set the condition to check if the response contains "Negative".
6. Update Record:
   • Select Update Record action.
   • Set the Assignment group to the desired value (e.g., Service Desk).
7. Save and Activate the flow for production or further testing.

Note: Ensure capitalization is correct for the condition to work.

=====================================================

Use Sentiment Analysis with Flow Designer

https://docs.servicenow.com/bundle/vancouver-intelligent-experiences/page/administer/generative-ai-c...

Here Source Data will come from Source to Pay Module.

Regards

RP

[floraw-at-sn]

Hi, sentiment analysis is not yet available OOB for Sourcing and Procurement Operations. Can you tell us why your team is interested in implementing this skill?