--- sourceDocument: Yokohama Enable AI sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/intelligent-experiences Release : - yokohama ft:locale : - en-US ft:publication_title : - Yokohama Enable AI ft:clusterId : - platai bundleId : - platai workflow : - Platform --- # NLU models # NLU models {#ariaid-title1} Release version: Yokohama Updated January 30, 2025 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of NLU models NLU models enable ServiceNow customers to leverage Natural Language Understanding within their instances to interpret user input and trigger corresponding system actions. Each model comprises utterances (example user inputs), intents (actions to perform), entities, and vocabulary. These models are created, managed, tested, and published via the NLU Workbench, transforming natural language inputs into automated responses or workflows. Show full answer Show less ## Usage, Roles, and Navigation Access to NLU Workbench requires the **nluadmin** role. Within the Workbench, models are organized across three application-specific tabs: Virtual Agent, Issue Auto Resolution (IAR), and AI Search. Users can search models by name, filter by language, and explore multilingual grouped models. Indicators such as **Used In VA** and **Mapped Intents** columns help track model integration with other applications, such as Virtual Agent topics or Genius Results in AI Search. ## Model Applications * **Virtual Agent:** Allows creation and management of multiple models including custom and prebuilt. The interface offers a "Show Prebuilt Models" toggle to access read-only templates and five performance enhancement functions. * **Issue Auto Resolution (IAR):** Uses a single prebuilt model configured externally in the IAR Admin console. Users tune the model via IAR Tuning instead of the Workbench overview. Model creation and performance boost options are not available here. * **AI Search:** Provides one prebuilt model that can be copied to create custom models. The prebuilt model is shown by default, with options to create new models and two available performance functions. ## Practical Benefits for ServiceNow Customers By using NLU models, customers can automate and enhance user interaction through natural language, improving efficiency in Virtual Agent conversations, incident resolution via IAR, and search capabilities with AI Search. The NLU Workbench centralizes model management, supports multilingual implementations, and offers tools to monitor and boost model effectiveness, ensuring seamless integration across ServiceNow applications. ## Next Steps To deepen understanding and effectively manage your NLU models, explore the Model Management resources focusing on model content and lifecycle processes. Use NLU models to apply ServiceNow Natural Language Understanding on your instances. Create, manage, test, and publish NLU models with the NLU Workbench. Figure 1. Overview of how user input is transformed to a system action A model is a collection of utterances, intents, entities, and vocabulary that the system uses to respond to natural language inputs from your users. The model takes the natural language input from your users and matches it to actions to be performed by the system. The utterances in your model data are examples of what your users might ask for. These examples are used to train your model to recognize which system actions to perform in response. These system actions are called intents. ## Usage, roles, and navigation {#nlu-models__section_dpg_2hv_fnb} Use the nlu_admin role to access the NLU Workbench. Navigate to NLU WorkbenchModels. There are three tabs on the NLU Workbench homepage: Virtual Agent, Issue Auto Resolution, and AI Search. The Virtual Agent tab opens by default. Select the correct tab for your application. You can use the Search field to look for models by name. The default setting of the All Languages filter displays all models regardless of their language. You can filter models by language using the list in All Languages. To learn more about the available languages, see [NLU language support](https://www.servicenow.com/docs/IxnSfseb4il0g~hb7qqcMQ "The NLU Workbench application provides support for creating NLU models in different languages for use in other applications, such as Virtual Agent."). If you have a multilingual grouped model, its row in the list of models has an arrow on the left side. Select the arrow to expand the group so that all language versions of the model are displayed. For more information on model languages and grouping, see [Multilingual model management](https://www.servicenow.com/docs/bkHyBVpov7_IGertwoT65w "Use multilingual Natural Language Understanding (NLU) models for the system to understand user input in several languages. The NLU Workbench helps you manage and maintain a consistent structure for content across languages to provide a unified experience."). The Used In VA column indicates whether a model has already been linked to another application such as Virtual Agent. For AI Search, this column indicates whether the model has already been linked to a Genius Result. Similarly, the Mapped Intents column displays a count of intents that have been mapped or linked to Virtual Agent topics. Scroll down the NLU Workbench homepage to view the Boost your model performance section. This section displays cards you can use to access functions that are available to your model type. ## Model applications {#nlu-models__section_wy5_mhv_fnb} The output of your NLU models can be consumed by the ServiceNow applications Virtual Agent, Issue Auto Resolution, and AI Search. The NLU Workbench homepage organizes each application's models by tab. In the list of models, different columns are displayed depending on the application. ## NLU Models for Virtual Agent {#nlu-models__section_mhy_jnb_yxb} For more information on Virtual Agent, see [Virtual Agent](https://www.servicenow.com/docs/access?context=virtual-agent-landing-page&version=yokohama&pubname=yokohama-conversational-interfaces&ft:locale=en-US). * The tab for Virtual Agent displays a list of models. Select a model name to open an overview page for that model. * The Show Prebuilt Models toggle is off by default. Switch this toggle on to display read-only models that can be copied and used as the basis for your custom models. * The Boost your model performance section displays a total of 5 cards for functions available to Virtual Agent. ## NLU Models for IAR {#nlu-models__section_bzw_lnb_yxb} Fewer functions and columns are displayed for IAR than for the other applications in NLU Workbench. This is because the IAR model is prebuilt and is configured in the IAR Admin console. * When you select the name of your IAR model in NLU Workbench, you are taken to IAR Tuning rather than to a model overview. For more information, see [Issue Auto Resolution Tuning in NLU](https://www.servicenow.com/docs/yZnssYuKMoMIVH59K60Eeg "Use the NLU Workbench homepage to support Issue Auto Resolution (IAR) tuning in NLU."). * The Show Prebuilt Models toggle is not displayed. * The Create new model button is not displayed because the prebuilt model is used directly. * The section Boost your model performance is not displayed. For more information on setting up IAR, see [Using Issue Auto Resolution](https://www.servicenow.com/docs/access?context=auto-resolution-va&version=yokohama&pubname=yokohama-conversational-interfaces&ft:locale=en-US). ## NLU Models for AI Search {#nlu-models__section_nvz_mnb_yxb} * There is one prebuilt model for AI Search. You can copy this model as the basis for a custom model. * The Show Prebuilt Models toggle is on by default. * The Create new model button is available. * The Boost your model performance section displays two cards for functions available to AI Search. For an introduction to managing AI Search in the NLU Workbench, watch the following video. For more information, see the [AI Search](https://www.servicenow.com/docs/access?context=overview-ais&version=yokohama&pubname=yokohama-platform-administration&ft:locale=en-US) landing page. ## What you can do next {#nlu-models__section_m4h_m1d_yxb} To learn more about model content and the model life-cycle, see [Model management](https://www.servicenow.com/docs/tlgh5xd1ZaiUQZ72i0SLmA "Manage your NLU model's life cycle in the NLU Workbench. Model management phases guide you through the iterative process of building, testing, and publishing your model."). *[\>]: and then