ServiceNow Virtual Agent
Description
Provide chatbot services to help customers resolve issues or open service requests that do not require human intervention
Detailed example
Recommendation
AI / analytics pattern
Natural Language Processing: AI that processes, interprets, and shares information in human language.
Automation level / stage
c) Deployed – The use case is being actively authorized or utilized to support the functions or mission of an agency.
Expected benefit
Improved automation
Audit / financial statement impact
ServiceNow's AI output is NOT a principal driver of a government decision that would meaningfully affects people's rights, safety, critical access, or strategic assets. AI in ServiceNow is strictly used to help manage IT resources for LANL.
Controls / human review
ATO: Yes; PIA: Not published
Data needed
Existing ticket data is used to train the model with data and training servers stored within FedRAMP High data centers where ServiceNow is hosted