ServiceNow Virtual Agent Natural Language Understanding
Description
Aid in users receiving better IT support for incident reporting and service delivery.
Detailed example
Pre-built IT Service Management incident and request templates. The Virtual Agent NLU is only used to understand the users intent and entity, where it then performs a search of the service catalog to return the most relevant result.
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
Quicker and easier access for users to access pre-built IT Service Management incident and request templates.
Audit / financial statement impact
System is used as part of IT Service Management and does not meet the criteria outlined in section 5 of OMB Memorandum M-25-21.
Controls / human review
ATO: Yes; PIA: Not published
Data needed
The NLU is provided common phrases to recognize related to opening a ticket, closing a ticket, checking the status of a ticket, updating a ticket, searching a knowleddge article, and connecting with a live agent.