Using ITSM Virtual Agent pre-built LLM topics

ITSM Virtual Agent includes pre-built LLM topic conversations designed to help your users complete the common IT-related tasks such as checking the IT ticket status and pending approvals.

The ITSM Virtual Agent pre-built LLM topics are read only and have (Template) as the suffix in their name. To use them, duplicate the LLM topic in the ITSM Virtual Agent conversation scope and rename it according to your company's naming conventions. Large Language Models (LLM) are used to identify and trigger the action that a user wants to perform.

Check IT Ticket Status

You can check the status of your IT ticket using the LLM based Virtual Agent topic. Once the conversation is initiated, it progresses by collecting data about your ticket with one question at a time.

Pending Approvals

You can check the pending approvals that you will need to take action upon. The LLM-based Virtual Agent topics communicates to identify the number of pending approvals and asks you to pick those to be processed. You can either Approve or Reject your tickets by picking the list numbers provided to you by the Virtual Agent.