Jumpstart Your Natural Language Understanding

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Jumpstart Your Natural Language Understanding

    The Jumpstart Your Natural Language Understanding (NLU) Accelerator is designed for ServiceNow Impact customers to provide a comprehensive introduction to NLU capabilities. It covers essential features such as Planning, Building, Sizing, Training, Vocabulary, Testing, Entity management, Deployment, and Monitoring. The main goal is to help customers build a strong foundation to increase Virtual Agent adoption and improve conversational AI effectiveness.

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    This Accelerator is available for Impact Guided, Advanced, and Total packages and supports ServiceNow customers by demonstrating NLU possibilities and best practices.

    What You Receive

    • Session Preparation including provisioning a temporary instance and activating Intent Discovery.
    • Assessment of existing NLU models if applicable.
    • Customer Coaching Session #1 (up to 90 minutes): Covers leading practices, detailed review of NLU components (Intent, Entity, Vocabulary), and demonstration of testing and tuning. Includes access to a temporary instance for 30 days.
    • Customer Coaching Session #2 (optional, up to 60 minutes): Q&A session to address customer-specific NLU questions.

    Customer Roles and Responsibilities

    Successful engagement requires involvement from key customer resources:

    • Platform Owner: Oversees the ServiceNow platform governance and aligns platform strategy.
    • System Administrator(s): Maintains platform stability, handles support cases, and implements configuration changes.
    • Virtual Agent Lead: Subject matter expert for ITSM Virtual Agent.
    • Developer(s): Responsible for coding on the ServiceNow platform.
    • Trusted Service Partners (recommended): Attend coaching sessions to understand best practices and possibly support ongoing work.

    Additional Notes and Limitations

    • The Accelerator may not be available for customers in certain restricted environments such as FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, self-hosted customers, or managed service providers (except for internal use).
    • ServiceNow does not implement NLU recommendations directly on customer production or sub-production instances; customers are responsible for implementation.

    The Jumpstart Your Natural Language Understanding (NLU) Accelerator provides a demonstration of the possibilities and capabilities of Natural Language Understanding.

    Overview

    Jumpstart Your Natural Language Understanding provides Impact customers with a comprehensive overview of Natural Language Understanding, including many of the underlying features, such as, Planning, Building, Sizing, Training, Vocabulary, Testing, Entity, Deployment, and Monitoring. This offering aims to educate and help you increase your Virtual Agent adoption by laying the groundwork for a healthy foundation.

    For related information, see Virtual Agent or Natural Language Understanding.

    Note:
    This Accelerator is available for Impact Guided, Advanced, and Total packages.

    Offered pursuant to the applicable ServiceNow Impact Package and Accelerator descriptions available at https://www.servicenow.com/legal/servicenow-impact.html.

    What You Get

    Session Preparation
    • Provision a temporary instance 
    • Activate and run Intent Discovery
    • Assess current NLU models, if applicable
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    Customer Coaching Session #1 (Up to 90 minutes)
    Includes the following:
    • NLU leading practices and resources review
    • NLU component review:
      • Intent
      • Entity
      • Vocabulary
    • Individual deep-dive into each NLU component
    • Demonstration of testing and tuning
    • Temporary instance with 30 days of provided access
    Customer Coaching Session #2 (Optional upon Customer request - up to 60 minutes)
    Opportunity for Q&A related to Natural Language Understanding

    Requested Customer Resources

    Table 1. Customer resource and responsibilities
    Customer Resource Responsibilities
    Platform Owner (Required)

    Responsible for the overall accountability of the ServiceNow platform. Provides leadership and oversight to the System Administrators, ensures team alignment to business strategy and the ServiceNow roadmap, and is actively involved in the overarching governance of the platform.
    System Administrator(s) (Required) Maintains the stability and usability of the ServiceNow platform by performing application maintenance, managing support for cases related to ServiceNow applications, and contributing to ServiceNow software releases by delivering configuration tasks and features.
    Virtual Agent Lead (Required)

    Subject matter expert responsible for ServiceNow ITSM Virtual Agent.
    Developer(s) (Required)

    Writes code for the ServiceNow platform.
    Trusted Service Partners (Recommended) Attends ServiceNow Impact Accelerator coaching session(s) to understand leading practices and potentially support customer going forward.

    Requested Information/Access

    Please refer to the applicable Impact Accelerator Description available at https://www.servicenow.com/legal/servicenow-impact.html

    Exceptions

    This Impact Accelerator in its entirety or portions of the Impact Accelerator Activities may not be available to customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, to self-hosted customers, or in other restricted environments, or to managed service providers (except for their internal use).

    ServiceNow is not responsible for implementing Natural Language Understanding recommendations on Customer’s sub-production or production instances.