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ChatGPT and ServiceNow®: How to Integrate a Virtual AI Agent

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.

Create conversation

To create a conversation, start with adding a text to inform the end user that the question will be stored. In a next step, add a user input type text to fetch the question from the end user. With this question, you create a record in the custom table that you created for the ChatGPT records. Furthermore, you add a bot response to inform about a minor pause and add the pause step from the utilities, so that the async business rule can execute the REST API and store the answer in the ChatGPT record. To show the result, add a lookup of the ChatGPT record to the conversation and use the question as a variable input to build a valid condition.

Figure 1 - Conversation with a virtual agent, part I

In case we might run into an error, a decision is needed if the record was found by the lookup utility. If the ChatGPT record was not found, use a bot response to inform the end user about the result. This check also provides you with the opportunity to establish another quality gate. Even though the record might be found, the REST API could possibly run into an error. Update the ChatGPT table with a new field, add a status with choices like “valid”, “invalid”, and “outdated”. If the REST API response is successful (200), set the field to “valid” in the record that is updated and add this condition to the lookup utility. With this measure you prevent the end user to get a false positive. 

To make the user experience more complete, you should add a new user input with static choices, so that you can make sure the end user got all information needed. Let the employee/customer choose to start again, finish the conversation, or change to another topic available in your virtual agent. 

Figure 2 - Conversation with a virtual agent, part II

Business value 

The custom table that stores question and answers of the end user, is a valuable resource to understand the employee/customer needs. A good improvement in the business context would be to anonymize the results, so that data protection principles are respected. To improve the user experience, you should first classify the questions that are addressed in the ChatGPT table. Understand which topics, in which frequency are requested. Prioritize the topics and start building knowledge articles that address the needs of your end users. Make sure to also communicate the improvements. This is important for a reason: “Do good and talk about it.” 

Written by Chiara Giuliani and Christina Lessau

ServiceNow® Consulting

On a strategic level, we support and advise you on possible measures for building or expanding your ServiceNow® platform and develop a roadmap for the step-by-step transformation of your ESM organization that is designed to deliver measurable benefits.


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