Issue auto-resolution tab

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Issue auto-resolution tab

    The Issue auto-resolution tab in ServiceNow's Yokohama release provides insights into how effectively the Virtual Agent (VA) chatbot anticipates and resolves user issues automatically. It tracks interactions where users are diverted from non-conversational interfaces (like service portals or emails) to the VA chatbot for issue resolution. This functionality helps measure and improve the auto-resolution service's performance.

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    This tab is accessible only when Issue Auto Resolution is enabled and the Auto Resolution Configuration record is active. Additionally, users need the chat analytics admin or chat analytics viewer role to access it.

    Key Features

    • Intents with Matched Topics: Displays the number of intents aligned with auto-resolution-enabled topics, enabling identification of which intents effectively trigger auto-resolution.
    • Intents without Matched Topics: Shows intents that do not match any enabled topics, helping identify gaps in auto-resolution coverage.
    • Intents with Auto-resolution Disabled: Lists intents linked to topics where auto-resolution is not enabled, highlighting areas excluded from automatic handling.
    • Intent and Topic Matching Results: Breaks down incidents by whether their intents match topics, facilitating analysis of matching effectiveness.
    • Trends in Intent and Topic Matching: Provides trend data on incidents with or without matched intents to track changes over time.
    • Auto Resolution Conversations: Details conversations resolved or unresolved after VA interaction, showing the effectiveness of issue resolution.
    • Auto Resolution Conversation Trends: Visualizes usage patterns and successful resolution rates of auto-resolution conversations.
    • Issue Auto-resolution Acceptance Rate: Tracks user acceptance or decline of auto-resolution notifications, providing insight into user engagement.
    • Top Topics in Auto Resolution Conversations: Highlights the most frequently used topics during auto-resolution, aiding prioritization and optimization.

    Key Outcomes

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

    • Monitor how well the VA chatbot anticipates and resolves user issues automatically from various channels.
    • Identify which intents and topics contribute to successful auto-resolution and spot areas needing improvement.
    • Understand user acceptance rates for auto-resolution, enabling better tuning of the VA experience.
    • Use detailed trend and incident data to optimize auto-resolution configurations for higher efficiency and customer satisfaction.

    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.