Use Case:
We recognize that OOB offers conversation topics within the virtual agent. Furthermore, I aim to develop conversation topics tailored to our business's ServiceNow instance. What methods can be employed to identify these within the business environment?
Solution:
ServiceNow offers robust features within its Virtual Agent to facilitate the development of conversation topics tailored to specific business needs. Furthermore, the out-of-the-box (OOB) options provide pre-defined conversation topics, which can serve as a useful starting point. However, my goal is to create conversation topics that directly address my business challenges.
A key advantage in this process is the availability of 'existing tickets' within the business instance. Additionally, ServiceNow includes a feature known as 'NLU Intent Discovery,' which aids in recognizing intents based on your current backlog. This functionality can be applied to various tables, such as Incident and Service Request, which are commonly utilized in the IT sector. By leveraging these tables, you can effectively uncover relevant intents.
The identification of intent recommendations will be facilitated by the 'NLU Intent' feature, provided that there are at least 10,000 records, with a maximum limit of 300,000 records. Below are the steps to execute 'Intent Discovery' within the business instance to identify the intents.
Step 1:
Log in to the business instance and navigate to the home page. In the left navigation pane, enter 'intent discovery'.
Step 2:
After completing Step 1, you will be directed to initiate the analysis for your intent.
Step 3:
Upon clicking to run the analysis, you will be taken to a page where you can configure the conditions for identifying the intent, such as incidents, service requests, cases, etc.
Step 4:
Please allow 5 to 10 minutes to view the results. Once the 'Intent Discovery' process has successfully completed, it will present the results in a format that is easy to understand. This clarity will help you design topics that facilitate meaningful conversations and achieve results efficiently.
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Regards,
Suresh.
