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Jun 11, 2019
6 min

Boost your Service Management with the new ServiceNow Connector

written by: Thijs Waanders
Thijs worked as a management consultant and software developer before joining Cognigy to help build the future for conversational AI. At Cognigy, he works as a technical consulting manager and has been involved with multiple projects at some of Europe’s most prominent brands. Thijs loves to come up with new applications in the field of conversational UX and is especially interested in their impact on future business models.
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Imagine you could get the latest status of a given Incident, by simply asking a conversational AI. Gone are the days of browsing endlessly through portals and intranets to find the correct information. 

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Cognigy.AI now ships with an out-of-the-box integration for ServiceNow, a fully-fledged ITSM and digital workflow management solution that is used by more than 3000 organizations world-wide. ServiceNow is commonly used for all ITSM related processes like Incident and Problem Management and is also used to automate customer service processes.

Conversational AI
By using Conversational AI, both internal customers as well as internal employees, can trigger processes and update tickets by simply “talking” to a chatbot. Users directly interact with ServiceNow data and functionality without navigating through menus and completing multiple forms.  This is possible through Cognigy.AI’s ServiceNow connector. The connector offers a conversational interface to ServiceNow’s REST API, which allows for detailed, table-level, interactions.

Visual Flow Editor
By using Cognigy.AI’s visual flow editor, the ServiceNow module can be easily configured. Operations can be selected by creating a ServiceNow Node in a given Cognigy.AI flow, allowing for contextual enrichment with data.

snowoperations
These functions can then be used as part of a Cognigy.AI-flow, to build conversational logic as can be seen in the following flow.

flow

1. The user input is analysed using machine learning-based Natural Language Understanding (NLU)

2. In case the user says something like “What is the status of the Email client?” the associated “ServiceStatus” is triggered.

3. This triggers a ServiceNow GETFROMTABLE-Node to request, that retrieves the latest status from ServiceNow.

4. Finally, the incident status is output using a Say-Node, based on dynamic tokens like “incidentNumber” and “incidentStatus”, as can be seen in the following screenshot.


saynodes

This process takes less than 10 minutes to set up and allows for very powerful interactions.  

Deploy on multiple channels
Once a basic flow has been made, Cognigy.AI’s endpoint connectors can be used to easily make the bot available across a wide-range of channels. An example of this could be Facebook Messenger or Microsoft Teams. Another option would be a Twilio endpoint that allows users to simply call our bot via phone. The possibilities are endless!


channels

Available as a Module
Want to take the module for a spin? Contact your Cognigy.AI sales rep or request a demo! Need more technical information? Check out our Module GitHub Repo: https://github.com/Cognigy/CustomModules

Give it a try!
Ready to give it a go? Contact your Cognigy Sales rep to get a live demo. Need more technical details? Have a look at our docs:  

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