Enabling AI Search in Issue Auto Resolution

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Enabling AI Search in Issue Auto Resolution

    This feature allows ServiceNow customers to enable AI Search as a fallback mechanism within Issue Auto Resolution (IAR) when no matching intents are found for an incident. This ensures continuous support for incident resolution by providing relevant search results even when predefined intent matches are unavailable.

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    Configuration

    • To enable AI Search fallback, open the Auto-Resolution Configuration record and navigate to the AI Search tab.
    • Select the Apply AI Search checkbox to activate AI Search as a fallback option.
    • Default settings for AI Search include:
      • EVAM definition set to Virtual Agent Search.
      • Search application defaulted to Service Portal default Search Application.
      • AI Search display topic set to IAR - AI Search topic.
      • Search results portal defaulted to the Service Portal.

    Intent to Topic Mapping

    ITSM Virtual Agent supports AI Search fallback through predefined mappings between auto-resolution intents and topics, such as:

    • RepositoryAccess → Repository Access (Template)
    • Emailissues → Email Issues (Template)
    • RSAToken → RSA Token (Template)
    • LocalAdminAccess → Local Admin Access (Template)
    • CollaborationSoftwareIssues → Collaboration Applications (Template)

    Usage and Recommendations

    • Incidents created via Email or Self-service channels trigger IAR recommendations categorized as Knowledge Base (KB) articles, Catalog items, or Virtual Agent (VA) Topics.
    • If an intent matches a VA topic, notifications show the VA topic name instead of KB or Catalog recommendations.
    • Users can view recommendations through email notifications, which link to the Service Portal incident’s Recommendations tab.
    • From the Recommendations tab, users can read KB articles, mark recommendations as helpful, and resolve the incident.
    • If a recommended catalog item is requested via this tab, an email notification is sent and the incident auto-closes within 24 hours.

    You can enable AI Search as a fallback mechanism in Issue Auto Resolution when there are no matching intents found for the incident.

    Applying AI Search for Issue Auto Resolution Configuration

    When there are no intent matches found for Issue Auto Resolution, AI Search can be applied for the fallback capability. To use AI Search as fallback:
    • Open the Auto-Resolution Configuration record.
    • Navigate to the AI Search tab.
    • Select the Apply AI Search check box to enable fallback.
    You can see the following AI Search settings from the IAR configuration record which will be used when there are no intent matches for the topic.
    • EVAM definition: The entity view action mapper definition is set to Virtual Agent Search by default.
    • Search application: The default application for AI Search fallback is set to Service Portal default Search Application.
    • AI Search display topic: The AI Search display topic that is provided by default is the IAR - AI Search topic.
    • Search results portal: The default portal for AI Search fallback is set to the Service Portal.
    To support AI Search fallback, ITSM Virtual Agent provides the following intent to topic mappings.
    Table 1. Intent to Topic Maps
    Auto-resolution intent Matched topic
    RepositoryAccess Repository Access (Template)
    Emailissues Email Issues (Template)
    RSAToken RSA Token (Template)
    LocalAdminAccess Local Admin Access (Template)
    CollaborationSoftwareIssues Collaboration Applications (Template)

    Whenever you try to create an incident using Email or Self-service as the channel that triggers IAR, you will receive the relevant recommendations.

    There are three types for recommendations, KBs, Catalogs, and VA Topics. For example, if you create an incident and check for its email notifications, you will be shown various recommendations (including KBs and Catalogs) for the incident resolution from Issue Auto Resolution.IAR triggered email notification with KB and Catalog recommendations.

    In case there is a matched VA topic from the intent to topic mapping, in that case, you will not receive the KB and Catalog recommendations, but the VA topic name, such as "VA Topic: Printer Issues (Template)" in the email notification.IAR triggered email notification with VA topic recommendation.

    Once you click View recommendations from your email notification, you will be directed to the Service Portal incident which now has a Recommendations tab from where you can read the KB and mark the recommendation as helpful and resolve it.
    Note:
    In case the recommendations have a catalog item as the recommended option and you create the catalog request from the Recommendations tab, an email notification is triggered and the incident gets auto-closed in 24 hours.IAR triggered email notification for incident requested.