Hi @Raghavendra K,
Customizing the out-of-the-box (OOB) Natural Language Understanding (NLU) models, intents, and utterances in ServiceNow involves using the Virtual Agent Designer to modify and create new conversational interactions. Here's a general overview of the process:
1. **Access Virtual Agent Designer**: Log in to your ServiceNow instance and navigate to the Virtual Agent Designer application.
2. **Understand NLU Concepts**: Familiarize yourself with NLU concepts such as intents, entities, and utterances. Intents represent the user's intention, entities are parameters extracted from user input, and utterances are the variations of phrases users might say.
3. **Review OOB NLU Models**: Explore the OOB NLU models, intents, and utterances provided by ServiceNow. These are pre-built conversational elements designed to handle common user requests. You can find them in the "Intents" section of the Virtual Agent Designer.
4. **Customize Intents and Utterances**: To customize OOB intents and utterances, select the intent you want to modify and edit its associated utterances. You can add, remove, or modify utterances to improve the accuracy of intent recognition.
5. **Create New Intents**: If the OOB intents don't cover your organization's specific use cases, create new intents tailored to your requirements. Define the intent's name, utterances, and associated actions.
6. **Train the NLU Model**: After making changes to intents and utterances, train the NLU model to incorporate these updates. This helps improve the accuracy of intent recognition over time.
7. **Test Conversational Flows**: Test the conversational flows in the Virtual Agent Designer to ensure that the NLU model accurately recognizes user intentions and provides appropriate responses.
8. **Iterate and Refine**: Continuously monitor and refine your NLU models based on user feedback and interaction analytics. This iterative process helps optimize the conversational experience over time.
9. **Consider Integrations**: If your organization requires integrations with external systems or services, configure actions within intents to trigger corresponding workflows or API calls.
10. **Documentation and Training**: Document your customized NLU models, intents, and utterances for future reference and provide training to users who will interact with the Virtual Agent.
By following these steps, you can customize the OOB NLU models, intents, and utterances in ServiceNow to create tailored conversational experiences that meet your organization's specific needs.
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Thanks
Jitendra
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