ServiceNow and Microsoft Copilot - Let KI search through articles?

[Peter18]

I just read in https://www.microsoft.com/en-us/microsoft-365/blog/2023/05/23/empowering-every-developer-with-plugin... that a series of PlugIns for Microsoft's Copilot will be available and the graphic shows the ServiceNow logo.

Since we're thinking about optimizing the user experience with our knowledge articles, we thought of using Microsoft's KI engine to make the search for a knowledge article more efficient and comfortable. 
Does anyone of you already has experience when it comes to Copilot and ServiceNow and - maybe - the knowledgebase integration into the KI?
Or does someone of you know what is planned and if Copilot is going to be able to access the knowledge base in ServiceNow and crawl through the articles and deliver optimized search results on point instead of a list of possible articles, the user then needs to go through as it is currently the case?

[MB Richards]

Thanks so much for your response @Peter18 ... much appreciated!  I will watch for any updates here, good luck!

[LinaV]

Hi Peter,

How ServiceNow and Copilot integration is going? Do you plan to use Copilot only for Knowledge management or also for other Servicenow modules?

Do I understand correctly that you no longer use Virtual Agent?

Regards

Lina

[Peter18]

Hi Ina,

unfortunately it's a tough process since we're still dealing with data protection and the responsible department.

We will continue to use the VirtualAgent mainly for incident and request management, but the AI part is planned to be realised differently. Currently the development team is developing a bot based on Microsoft's Co-Pilot. It will then be mainly used with the ServiceNow knowledge base, but will also browse Confluence and Sharepoint spaces. When it comes to ticket creation, the bot will then hand over to the VirtualAgent who's job will stay to create tickets and deliver status information about incidents and requests.
So far that's the plan. But things can change in the meantime. 🙂

[PriyanshuVerma1]

hey, our team is also thinking to involve co pilot with virtual agent for share point spaces. Do you think you can provide some insight on this on how you guys planned it out and what docs did you follow for this. We just worked with Virtual agent and nlu so  I would like some insight before diving into co pilot