Configure keywords for conversational AI

Configure keywords on the incident and observation record producers to enable conversational Health and Safety reporting in the ServiceNow Otto panel.

Before you begin

Verify that the application scope is selected as Health and Safety Core. For more information, see Application picker.

Role required: sn_ohs_im.admin

About this task

The keywords for the incident or observation record for conversation AI are the relevant tags used to generate a response in the panel. The keywords must be added as a comma-separated list of words.

Procedure

1. Navigate to All > Service Catalog > Catalog definitions > Record producers.
2. In the record producers list, select:
   • Report Health and Safety Incident-Basic for incident records.
   • Report Health and Safety Observations for observation records.
   For more information on how to use record producers, see Record Producer.
3. In the Meta field, add keywords.
   A few examples of keywords can be health, safety, incident, injury, or observation.
4. Select Update.

Result

The keywords are saved to the record producer. Employees can use these keywords in the panel to trigger conversational reporting for Health and Safety incidents or observations.