As organisations increasingly turn to automation and AI-driven solutions to enhance their operations, Natural Language Understanding (NLU) emerges as a pivotal technology. In the context of ServiceNow, NLU transforms how users interact with the platform, enabling more intuitive and efficient communications. This blog will delve into what NLU is, its significance in ServiceNow, and how you can harness its capabilities to improve your service delivery.
What is Natural Language Understanding (NLU)?
Natural Language Understanding is a branch of artificial intelligence that focuses on enabling machines to understand and interpret human language in a meaningful way. It goes beyond mere keyword matching, allowing systems to grasp the intent and context behind user inputs. NLU involves several components, including:
- Intent Recognition: Identifying what the user wants to accomplish (e.g., creating a ticket, finding information).
- Entity Extraction: Pulling specific data points from the user’s input (e.g., dates, locations, names).
- Contextual Understanding: Considering the broader context of the conversation to provide accurate responses.
In ServiceNow, NLU enhances the functionality of Virtual Agents, predictive intelligence, and advanced search capabilities.
Create and Train your NLU model
Creating models is the first step to taking advantage of Natural Language Understanding (NLU) in your instances. We can create models for Virtual Agent and AI Search in the NLU Workbench.
- To start creating models, set your scope to the application scope you want for your new model. Then navigate to NLU Workbench > Models
- Click on Create new model button.
We can choose these 3 options to create the models
- Create an NLU model using a pre-built model: Copy a prebuilt model and its contents as a starting point for your new model.
- Create an NLU model from a CSV file: Upload a CSV file containing a list of intents and corresponding utterances. Create an NLU model from a CSV file
- Create an NLU model from blank: Build a model from scratch and add intents and utterances as you go.
After creating, add content to your model. The intents, utterances, entities, and vocabulary you add helps improve the model’s ability to interpret natural language
Why NLU is Important for ServiceNow
- Improved User Experience: NLU enables users to communicate with the ServiceNow platform in natural language, making interactions more intuitive. This is especially beneficial for non-technical users who may struggle with complex terminology.
- Faster Resolution Times: By understanding user intent and extracting relevant entities, NLU can streamline ticket creation, retrieval of information, and automated responses, leading to quicker resolutions.
- Enhanced Automation: NLU integrates seamlessly with ServiceNow’s automation capabilities, allowing for the intelligent routing of requests and efficient handling of workflows based on user input.
- Multi-Language Support: NLU can support multiple languages, enabling organisations to provide a consistent user experience globally.
For more detailed information and to explore ServiceNow’s official documentation on Natural Language Understanding (NLU), please refer to the below link
Product Documentation – ServiceNow NLU
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