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If you are using ServiceNow, you might already be wondering if an integration to ChatGPT would be beneficial and possible. The technical setup has already been addressed in several informative articles. We will provide you with references in this article. But the question is how to make it usable for your employees and how your company can benefit from it.
Technical integration
While building a first demo for the ChatGPT integration, we came across two very helpful articles that supported us while creating the integration. The first try was based on a REST API using a script include to be called in a flow designer action, which then can be used in a virtual agent conversation.
The second approach is to again build a REST API, but this time you will create a custom table to store the questions and answers by creating an async business rule on this table. For more information, please read the article ServiceNow with ChatGPT integration .
User experience
By using a combination of the two technical solutions mentioned above, we wanted to address the usability for the employee/customer on one hand, and on the other hand the business need to understand what about and where our end users are lacking knowledge. Therefore, we used a REST API that stores the information requested in a custom table. The custom table records are created from a virtual agent conversation. This enables the end user to ask the virtual agent a question and get the answer in seconds, while having a nice UI and support the user experience. At the same time, we have the results stored and can start working on them.
