Legacy - Issue auto-resolution tab

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

    The Issue auto-resolution tab provides insights into how effectively the Virtual Agent (VA) chatbot predicts and resolves user issues automatically. It tracks the number of user requests intercepted by the auto-resolution service and successfully handled by the VA. This feature is accessible only when Issue Auto Resolution is enabled and the Auto Resolution Configuration is active.

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    Note that the existing Conversational Analytics dashboard is being deprecated and replaced by a new dashboard in the Platform Analytics experience, which complies with Government Community Cloud (GCC) and FedRAMP requirements. Migration options are available for current users.

    Key Features

    • Issue auto-resolution activation: Enables users to be diverted from non-conversational interfaces (like service portals or email) to VA chatbot sessions that resolve their requests automatically.
    • Visual data insights: The tab displays various visualizations related to the performance of the auto-resolution service, providing detailed information when interacting with the data points.
    • Role-based access: Only users with chat analytics admin or viewer roles can access the Issue auto-resolution tab.
    • Multiple key visualizations include:
      • Intents with matched and unmatched topics, and those with auto-resolution disabled.
      • Breakdown of incidents by intent and topic matching status.
      • Trends in intent and topic matching over time.
      • Counts of resolved and unresolved auto-resolution conversations.
      • Acceptance rates of auto-resolution notifications by users.
      • Identification of top topics frequently handled via auto-resolution.

    What This Enables ServiceNow Customers to Do

    • Understand how well the VA chatbot anticipates and resolves user issues without manual intervention.
    • Monitor the effectiveness of auto-resolution efforts through detailed analytics and trends.
    • Identify areas where intent-topic matching could be improved to enhance auto-resolution rates.
    • Track user acceptance of auto-resolution notifications, helping refine user experience strategies.
    • Prepare for migration to the new Conversational Analytics dashboard to maintain continuity and compliance.

    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.

    Important:

    Conversational Analytics dashboard is being prepared for future deprecation. It will be supported until deprecation but will no longer be available for installation. A new Conversational Analytics dashboard in Platform Analytics experience, which meets the compliance requirements of Government Community Cloud (GCC), and thus FedRAMP authorized, is available. See Conversational Analytics dashboard in Platform Analytics experience.

    For details on the deprecation process, see the Deprecation Process [KB0867184] article in the Now Support Knowledge Base.

    If you are an existing user of this dashboard and want to migrate analytics data to the new dashboard, see Migrate data to Conversational Analytics dashboard in Platform Analytics experience [KB1651556].

    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 data visualizations in the Issue auto-resolution tab displays 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.
    Intents without Matched Topics Number of intents that do not have matching topics.
    Intents with Auto-resolution Disabled Number of intents that match topics not enabled for issue 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.
    Trends in intent and topic matching Trend showing incidents that have intents with or without matching topics.
    Auto resolution conversations Issue auto-resolution conversations that were resolved and unresolved. Resolved means incidents are in the resolved state after the users interacted with VA.
    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.