ServiceNow adopted intelligent automation solutions called Now Intelligence to automate the service delivery process and scale service delivery efficiencies, while generating personalized experiences to users. ServiceNow offers numerous advanced AI-driven automation solutions, like performance analytics, predictive intelligence, virtual agent, and agent intelligence. To accurately predict a user’s intent and act appropriately, ServiceNow offers a Natural Language Understanding (NLU) module.
Natural Language Processing (NLP) enables the system to read, analyze, interpret, and understand intent. Similarly, the NLU component analyzes strings of text to decipher meaning and intent. NLU is part of an NLP system that uses software to understand user inputs in text or speech formats. AI-enabled NLU models are trained to predict and understand statements or conversations and relate them to an intended task. The application using the NLU model can execute the user request. NLU is what lets chatbots understand and deliver natural and engaging conversational user experiences.
The ServiceNow Platform has robust Natural Language Understanding (NLU) so it can understand and answer a user’s intent. NLU was introduced in the ServiceNow New York release, but with ServiceNow Orlando’s release NLU model is equipped with full-scale integration of machine learning and agent intelligence capabilities and the NLU application is extended to other modules within the Now platform.
ServiceNow NLU consists of a model builder and an inference facility to help the system understand and react to user intent. Using a model builder, businesses can build the NLU model to their specific business requirements.
Registering natural language instances in the NLU system lets the NLU recognize keywords and contexts of the user request. An NLU model is a mathematical representation of words, intents, and entities. The intent represents a user action.
Examples of Intents:
Entities characterize the context. They define a class of objects, with values representing possible objects in that class. Here are some examples of class and their values.
ServiceNow provides an NLU inference service to assist the NLU to recognize the language and trigger the appropriate activity. For any given user utterance, the NLU inference service coaches and calculates intents and entities based on data in the NLU model. Based on the action associated with the user text, the appropriate action is triggered into machine decodable formats.
Chatbots are the most popular applications in automating various communication service deliveries. A single chatbot can handle many requests in natural language. NLU is what enables Chatbots to understand and respond to the user. To make chatbot or virtual agent conversations more human-like, ServiceNow leverages technology like NLU, which is integrated into ServiceNow’s Virtual Agent. This way virtual agents can enhance efforts to modernize various business processes. Virtual agents can easily:
Sai Nikhila Kurra works as a ServiceNow Developer at V-Soft Consulting. Her expertise is in ServiceNow configurations and Implementations. She is a ServiceNow certified system administrator. Apart from this she also holds good knowledge in ITSM, CMDB, PPM, Service Portal, and JavaScript.