Issue auto-resolution tab

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Issue auto-resolution tab

    The Issue auto-resolution tab in ServiceNow provides insights into how effectively your Virtual Agent (VA) chatbot anticipates and resolves user issues automatically. This feature is particularly useful when users are redirected to VA from non-conversational interfaces, such as service portals or emails, enabling VA to detect and address user requests without manual intervention.

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    This tab is accessible only if Issue Auto Resolution is enabled and the corresponding Auto Resolution Configuration record is active. Additionally, users need either the chat analytics admin or chat analytics viewer role to view this tab.

    Key Features

    • Intents with Matched Topics: Displays the count of intents that align with topics enabled for auto-resolution, allowing you to identify which intents are actively supported.
    • Intents without Matched Topics: Shows intents that lack matching auto-resolution topics, highlighting gaps where auto-resolution may not be applied.
    • Intents with Auto-resolution Disabled: Identifies intents linked to topics that are not enabled for auto-resolution, helping you manage and optimize configurations.
    • Intent and Topic Matching Results: Breaks down incidents based on whether their intents and topics match, providing detailed incident-level insights.
    • Trends in Intent and Topic Matching: Visualizes trends over time for incidents with matched or unmatched intents and topics, aiding in performance tracking.
    • Auto-resolution Conversations: Shows conversations resolved or unresolved by the auto-resolution service, indicating the effectiveness of automated resolutions.
    • Auto-resolution Conversation Trends: Tracks usage over time and the number of successfully resolved incidents via auto-resolution.
    • Issue Auto-resolution Acceptance Rate: Indicates how often users accept or decline auto-resolution notifications, providing feedback on user engagement.
    • Top Topics in Auto-resolution Conversations: Lists the most frequently used topics in auto-resolution interactions, helping prioritize topic management.

    Key Outcomes

    By leveraging the Issue auto-resolution tab, ServiceNow customers can:

    • Monitor and evaluate the performance of the VA auto-resolution capabilities in real-time.
    • Identify gaps where intents or topics are not configured for auto-resolution and take corrective actions.
    • Understand user acceptance of auto-resolution interventions to improve chatbot engagement.
    • Track trends to optimize and expand auto-resolution coverage, enhancing user experience and operational efficiency.

    The Issue auto-resolution tab helps you understand how well your Virtual Agent (VA) chatbot anticipates user needs. It displays information about the number of user issues intercepted by the auto-resolution service and resolved by VA.

    Issue auto-resolution takes place when a user is diverted to VA from a non-conversational interface. For example, a user might request a new keyboard through a service portal or email. The auto-resolution service can detect the user request and use VA to resolve the user's request in a VA chatbot session. For more information, see Auto Resolution for Virtual Agent.

    The indicators in the Issue auto-resolution tab display how well the auto-resolution service is working. This tab is available only when Issue Auto Resolution is enabled and the Auto Resolution Configuration record is set as active.

    To access the Issue auto-resolution tab, you must have the chat analytics admin role or the chat analytics viewer role.

    Figure 1. Issue auto-resolution tab
    Data visualizations for this tab include intent and topic-matching results, matching and conversational trends, acceptance rate, and top topics.

    Selecting the data or pointing to the data in the visualizations displays additional information about the data.

    Table 1. Auto-resolution visualizations
    Visualization Description
    Intents with Matched Topics Number of intents that match topics enabled for auto-resolution.

    Select the indicator to view the list of intents that match topics enabled for auto-resolution.
    Intents without Matched Topics Number of intents that don’t have matching topics.

    Select the indicator to view the list of intents that don’t match topics enabled for auto-resolution.
    Intents with Auto-resolution Disabled Number of intents that match topics not enabled for issue auto-resolution.

    Select the indicator to view the list of intents that match topics not enabled for auto-resolution.
    Intent and topic matching results Breakdown of incidents by intent matching. For example, incidents with matching intents and topics, and incidents without matching intents.

    Select the indicator to view the list of incidents with or without matched topics.
    Trends in intent and topic matching Trend showing incidents that have intents with or without matching topics.

    Select the indicator to view the incidents that have intents with or without matching topics.
    Auto resolution conversations Issue auto-resolution conversations that were resolved or unresolved. Resolved means incidents are in the resolved state after the users interacted with VA.

    Select the indicator to view the list of conversations that were resolved or unresolved.
    Auto resolution conversation trends Usage trend showing all the issue auto-resolution conversations and how many incidents were successfully resolved.
    Issue auto-resolution acceptance rate Shows the issue auto-resolution notifications that were accepted and declined by users.
    Top topics in auto resolution conversations Frequently used topics in auto resolution conversations.

    Select the indicator to view the list of topics that are frequently used in auto-resolution conversations.