question Re: Service Now Integration with CHAT-BOT in Developer forum

Service Now Integration with CHAT-BOT

Rahul Priyadars — Sat, 11 Aug 2018 06:41:19 GMT

Hi All

we are on Kingston Patch 6 . We are looking for some good chat bot solution which will be integrated with Service Now.
I have few queries around the same.
(1) Does Service Now Kingston have any Chat Bot product/pluguin?
(2) What are the Third Party Bots Integration which are supported by Service Now?
(3) Any third party chat bot recommendation which is simple in integration?

I went thru few articles and community posts but not clear on what to choose.

Preference - Less Cost, good feature and easy in implementation and Support

Regards

Re: Service Now Integration with CHAT-BOT

sachin_namjoshi — Sat, 11 Aug 2018 18:32:30 GMT

- Service now has OOB chatbot product called as virtual agent in london release.Please find details below

https://docs.servicenow.com/bundle/london-servicenow-platform/page/administer/virtual-agent/concept/virtual-agent-overview.html

- Here is video keynote about ServiceNow Virtual Agent from Knowledge18 and an article describing SN VA coming in London release.

- There is third party product called Sofi which is a chatbot specifically designed for ServiceNow. The Sofi chatbot not only provides a 24x7 capability to interact with ServiceNow to log, track issues, and search across the system, it also provides an intelligent assistant for Service Agents that utilises machine learning and advanced search capabilities to assist with call capture and resolution.

You can find more information on https://www.soapbox.ai/sofi-ai/

- Depending on the chat client you use, it would affect if you need a net new table or can leverage existing live_message tables.

If you're using connect, perhaps this whitepaper can help with ideas: SN-Conversation Service Whitepaper V.pdf

Regards,

Sachin

Re: Service Now Integration with CHAT-BOT

Rahul Priyadars — Sun, 12 Aug 2018 03:14:20 GMT

Thanks for the Input.

The white paper talks about IBM Watson CHat Bot. I have gone thru this before posting.

I am looking for some cost effective solution with ease in support .

Regards

Re: Service Now Integration with CHAT-BOT

sachin_namjoshi — Sun, 12 Aug 2018 04:50:00 GMT

You can also develop your own bot integration with service now.

It will be cost effective and easy to maintain since you will be developing it.

Below is sample chat bot integration code

https://github.com/johnagan/servicenow-bot-example

Regards,

Sachin

Re: Service Now Integration with CHAT-BOT

anthonybrown — Wed, 18 Sep 2019 12:28:20 GMT

Hoping we can revisit this older thread to extend this discussion to external customer bot interactions? For example, is there a way to connect the ServiceNow Chat to a public-facing website (web or mobile) to gather feedback and/or get a requirement to solve a problem?

Example 1: let's say you have a public website that has a support page. The chat can be launched so the user can ask a question and have a form suggestion served back to them to provide specific details. Those inputs can be sent to ServiceNow via the chat and a REST API can sit behind it which is used to check against a database table (in ServiceNow or some other DB within the org).

Thoughts?