Exploring Natural Language Understanding

ServiceNow® Natural Language Understanding (NLU) provides an NLU Workbench and an NLU inference service that you can use to enable the system to learn and respond to human-expressed intent. By entering natural language examples into the system, you help it understand word meanings and contexts so it can infer user or system actions.

Natural Language Understanding overview

Natural Language Understanding (NLU) is a component of artificial intelligence natural-language processing that deals with machine-reading comprehension. Predictive Intelligence uses NLU so the system can understand word meanings and word contexts to infer user or system actions.

Natural Language Understanding workflow

図 : 1. User input flow in the NLU model build process

This image shows you the user input flow in the NLU model build process.

Natural Language Understanding benefits

Benefit	Feature	Users
Use the NLU Workbench to create models for Virtual Agent and AI Search.	NLU Workbench	NLU Administrator
Build the model's content by adding intents, entities, vocabulary, and test set utterances. Your NLU model content determines how the model responds to user inputs.	Model Management	NLU Administrator
Add a language to an existing NLU model by translating it. Use one of several translation options to add a secondary model in a supported language.	Model Management	NLU Administrator
Virtual Agent administrators can access and update their NLU models from within the Virtual Agent Designer user interface.	Virtual Agent Integration	Virtual Agent Administrator

• Activate the NLU Workbench
  Activate the following plugins to activate the NLU Workbench.
• NLU Workbench roles
  NLU Workbench is installed with these roles.
• NLU Workbench properties
  Refer to these system properties for the Natural Language Understanding (NLU) application.
• NLU language support
  The NLU Workbench application provides support for creating NLU models in different languages for use in other applications, such as Virtual Agent.
• NLU Service updates
  Refer to this documentation so you are up to date with changes to the NLU Service.
• NLU models
  Use NLU models to apply ServiceNow Natural Language Understanding on your instances. Create, manage, test, and publish NLU models with the NLU Workbench.