How to Integrate ServiceNow Virtual Agent with ChatGPT

[Filipe Cruz]

With all the hype around ChatGPT, I asked myself: "for sure we could take benefit of using ChatGPT inside ServiceNow"! And I think I'm right!

Imagine all the possible scenarios around getting support on hardware or applications:

• You need support to solve an issue in your laptop
• You need to know how to write that SQL query and you need that answer very fast
• You want to know how to write that strange excel formula 
• etc

So I decided to record a small video to give you all the necessary details on how to perform that integration.
Kudos to @hugogomes for recording a video showing how to connect to ChatGPT API.

Please let me know if you have questions or suggestions around this topic!

https://youtu.be/MdvBdEYj024 

[Dylan26]

Hi Filipe,

Really great video, I think you covered the fundamentals pretty well. Thank you for putting this together!

Currently, is there any way to have ChatGPT process internal information within the instance and return responses based on that data? My end goal is to have ChatGPT act as it does now, but with the knowledge of my company's internal documentation and processes. That way, when an end user asks a question specific to our business or industry, it is able to respond appropriately and assist the user. For example, if it were to ask a question about a process in our ERP system, it would respond with step-by-step instructions.

Thanks again, keep up the great work!

[tslogue]

So let me get this straight.....

There is a video being referenced in the video that Filipe posted (https://youtu.be/Uqf7ZuFeVfM).

In that video the guy asks the ChatGPT AI prompt to give him instructions on how to integrate ChatGPT with ServiceNow and the AI instantly provided the instructions......The guy then asked for an example snippet of code and the AI instantly provided the snippet of code that we apply in our script include to get this to work!?

We are officially living in the future....

[Filipe Cruz]

Hello @Dylan26,

The video I recorded is with the "public/free" version of ChatGPT.
If you check OpenAI website, you will find information of a paid service where you might be able to do that.

I was also thinking about setting ChatGPT as an external source for Knowledge Management, but I don't have real articles there.

One thing that you need to care about is information security: Can the data from your company be indexed by chatgpt and serve as a dataset to train it? Is that violating any of the rules from your company?

[Filipe Cruz]

Hello @tslogue ,

try out this in chatgpt to be amazed: 
- in the scope of servicenow, write me a business rule code to close an incident record when the user inserts a comment saying "I don't need this incident anymore". Please, also send out an email notification to the assigned person of the incident mentioning that it was automatically closed".

Let me know what you think about the result!

[dluca]

Hi Felipe Cruz,

Very nice video.

I tried to follow you in order to integrate ChatGPT with Virtual Agent, but when you created the Action in the video you didn't show the "Outputs" part (min 4:00), where I guess you defined the output variable (?).

Then I tried to do it by myself and now the Action seems to work if I test it!

Anyway I have an error when I test the Virtual Agent after I created the Action Block in the Designer... The error is: 

"

Error occurred while parsing URL - /$flow-designer.do#/operations/context/...

Error: no protocol - /$flow-designer.do#/operations/context/...

"

I guess this issue is related to the $flow variable, but I don't know if I'm wrong...

Do you have any suggestion?

Thanks in advance,

Luca

[Daichi Ishikawa]

@Filipe Cruz 

Thank you for your interesting information!

I've tried this integration with my PDI and I've done as an attached image!!

However, I think this agent cannot do conversation... I mean that the answer for "Who are competitors" should be understood as "Who are competitors for ServiceNow" like natural conversation.

If you have any idea to solve this problem, please tell me that. I'm really interested in that!!

Thank you!!

[ASMA CHANNA]

Hello @Filipe Cruz 

Thank you so much for the guidance. However I want to integrate ChatGPT 4 with SN. I have changed the end point to-https://api.openai.com/v1/chat/completions and model-'gpt-4'.

{
"model":"${model}",
"temperature":${temp},
"max_tokens":${max_token} ,
"messages":[{${messg}}]
}

Unfortunately, it isn't working. I would appreciate your assistance.

Thank you!