---
sourceDocument: Yokohama Field Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/field-service-management

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Field Service Management

ft:clusterId :

    - fsm

bundleId :

    - fsm

workflow :

    - Customer and Industry


---

# Activate Virtual Agent conversations with NLU

# Activate Virtual Agent conversations with NLU {#ariaid-title1}

Release version: Yokohama  
Updated January 30, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Integrate Natural Language Understanding (NLU) models with your
Virtual Agent chatbot topics so that chatbots can analyze and understand the
user's provided information. The chatbot can navigate the user to the right topic based on the
inferred intent.

## Before you begin

Role required: admin, virtual_agent_admin

## About this task

The Field Service
NLU Model for Virtual Agent Conversations plugin
(com.sn_fsm.nlu) is automatically enabled when you enable the Field Service
Virtual Agent Conversations plugin (com.sn_fsm.virtualagent).  
After enabling the plugin, you can view the following read-only intents for the Field Service NLU models in Studio:

* My Upcoming Tasks
* Show Nearby Tasks
* Debrief Tasks
{#activating-va-conversation-with-nlu__ul_r41_mhs_f3b}

To use these intents, you must train and publish the predefined Field Service
NLU for VA model. For more information, see [Train your NLU model](https://www.servicenow.com/docs/access?context=test-train-nlu-model&version=yokohama&pubname=yokohama-intelligent-experiences&ft:locale=en-US) and [Publish your NLU model](https://www.servicenow.com/docs/access?context=publish-nlu-model&version=yokohama&pubname=yokohama-intelligent-experiences&ft:locale=en-US).

## Procedure

1. Enable ServiceNow NLU in Virtual Agent.  
   For more information, see [Configure Natural Language Understanding
   in Virtual Agent](https://www.servicenow.com/docs/access?context=configure-nlu-settings&version=yokohama&pubname=yokohama-conversational-interfaces&ft:locale=en-US).
2. **Optional:** Customize an intent by importing an existing intent from the Field Service NLU for Virtual Agent model.  
   For more information, see [Import an NLU intent](https://www.servicenow.com/docs/access?context=import-nlu-intent&version=yokohama&pubname=yokohama-intelligent-experiences&ft:locale=en-US).
3. Link the NLU model with associated intents in the Virtual Agent topics.  
   For more information, see [Natural Language Understanding in Virtual
   Agent](https://www.servicenow.com/docs/access?context=va-NLU&version=yokohama&pubname=yokohama-conversational-interfaces&ft:locale=en-US).
{#activating-va-conversation-with-nlu__steps_dmx_llj_cnb}