Leverage Knowledge Graph prebuild integration with AI agents
Summarize
Summary of Leverage Knowledge Graph prebuild integration with AI agents
The prebuilt Knowledge Graph integrations enhance ServiceNow AI agents by improving live agent productivity and enabling AI agents to perform tasks and answer queries more effectively. These integrations use the Knowledge Graph to provide personalized, permission-aware data and automate workflows without custom coding.
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Key Features
- Integration with Now Assist AI agents for User Context: AI agents leverage the User Profile schema from the Knowledge Graph to access relevant user details such as name, location, and job information. This allows AI agents to deliver personalized responses and reduce the need for users to provide repetitive information.
- Integration with AI agents as a tool: Knowledge Graph can be used as a reusable tool within AI agents to fetch and manipulate data during task execution. This integration supports no-code automation of AI agent workflows in AI Agent Studio.
- Knowledge Graph API output: AI agents query the Knowledge Graph to retrieve precise data fields (e.g., manager’s name) including system identifiers (sysId) and display values, ensuring accurate and permission-aware information retrieval.
Practical Use Cases
- Resume Builder: An AI agent uses Knowledge Graph data from the user profile to gather existing user information (name, email, occupation) and prompts for missing details to help build a resume.
- Asset Management: An AI agent retrieves asset information linked to a user via the Knowledge Graph, then automates asset retirement tasks by passing relevant table names and sysIds into subsequent workflow steps.
Benefits for ServiceNow Customers
- Personalized AI interactions through context-aware data retrieval.
- Reduced manual data entry and improved user experience in AI-driven tasks.
- Streamlined automation of complex workflows without custom code.
- Accurate and permission-controlled access to user and asset information.
The prebuilt integrations of Knowledge Graph, can improve live agent productivity by assisting AI agents in performing tasks and answering user queries.
In this release, the available prebuilt integrations with AI agents are:
- Integration with Now Assist AI agents for User Context: Helps users with personalized responses.
- Integration with AI agents as a tool: Used to perform specific tasks that are assigned to the AI agents.
Integration with AI agents for User Context
For the users of Now Assist, AI agents integrates the context from the prebuilt User Profile schema to fetch relevant data and provide personalized responses.
By leveraging relationships between users, teams, and content, Now Assist AI agents can fetch relevant, permission-aware user information and provide answers to reduce slot-filing requirement.
Here’s an example use case of how Knowledge Graph is used within AI agents for user context.
- A user needs assistance in writing their resume, so they use ServiceNow AI agents called Resume builder.
- The user ads their task: Build my resume.
- AI agents uses Knowledge Graph to fetch the following information from the user profile schema:
- First name
- Last name
- Location
- Email ID
- Phone number
- Occupation
- AI agents reverts with the available information and request for the missing information to proceed building the resume.
- Once the agent as all the required information, it provides user with output.
Integration with AI agents as a tool
Knowledge Graph can now be used as a tool within AI agents. Users can choose Knowledge Graph to perform tasks, while creating an Agent.
You can define the flow action to use Knowledge Graph as a reusable operation in automating the ServiceNow AI Platform features without having to write code.
See Add a Knowledge Graph to an AI agent to add Knowledge Graph to an AI agents in AI Agent Studio.
- A user wants to view and retire all the assets assigned to another user. To execute this task, user will use Asset Manager agent.
- Asset Manager uses Knowledge Graph to fetch the asset information related to the user.
- After processing the query, the agent provides the following output:User has the following assets:1.<asset1> 2.<asset2> 3.<productID>- <asset 3> <purchase date>. The email address for the user is <emailId> and username <username1>.
- User then proceeds with the task of retiring the assets: Proceed with retiring the assets associated with Username1.
- The next tool, used execute this task, will take the table name and sysId displayed in Knowledge Graph output and proceed with the task.
Knowledge Graph API output in AI agents
{
"Manager": [
{
"sys_user": {
"user_name": {
"value": "abel.tuter",
"displayValue": "abel.tuter"
},
"sysId": "62826bf03710200044e0bfc8bcbe5df1",
"name": {
"value": "Abel Tuter",
"displayValue": "Abel Tuter"
},
"first_name": {
"value": "Abel",
"displayValue": "Abel"
},
"last_name": {
"value": "Tuter",
"displayValue": "Tuter"
}
}
}
]
} In this example, the table that is called is sys_user and column referred is user_name. The output also displays SysId , example: "sysId":
"62826bf03710200044e0bfc8bcbe5df1".