Can Now Assist automatically start a topic in VA?

[tbrwsk]

Hi everyone,

We would like to make use of the Now Assist ITSM and its LLM-related functionalities in the VA. In our current VA build, we have a couple of topics that are presented to the user as tiles as part of the initial greeting, including a topic called ‘Open a ticket’ that users use to create an incident to the Service Desk by providing a short description, description and impact. We have a business requirement from the client for a use case where user would be able to just type in a single message to the LLM-powered VA and the VA would generate an incident based on that (provided the initial message contains all the info needed for the topic blocks).

We have so far managed to update the topic so it a) stores the conversation with user via a variable and b) has each block prompted to check if the info needed for the block is not already provided by the user in the conversation so far.

With that, we are mostly able to prefill the incident based on the initial user’s message, provided it has all the details – but the user still has to manually trigger the ‘Open a ticket’ topic after providing this initial message by clicking on the respective tile. We would like this to happen automatically.

We were hoping it’d be possible to program topic to start based on a specific utterance (e.g. ‘Please raise an incident to Service Desk’) or any other automation, so that we would be able to achieve the following:

- User opens a chat

- User writes a message re: his/her issue (e.g. ‘Please raise an incident to Service Desk as I cannot log into my computer and need the network team to reset my password’).

- VA recognizes e.g. the triggering phrase ‘Please raise an incident to Service Desk’ and automatically starts the ‘Open a ticket’ topic

- Variable in the ‘Open a ticket’ topic stores the conversation

- Blocks of the ‘Open a ticket’ topic are prompted to review the variable for information required by them so can take info out of the initial message the user provided

- VA thus prepares the incident and presents it to the user with the question if the user wants to submit it

- User submits the incident