Consultants work on the functional configuration of Kbot. They set up its appearance, add and modify messages, and train the bot. Also they are responsible for the natural language processing (NLP), machine learning, etc.

Working with intents

Chatbot consultants manage intents.

Let’s take a look at some use cases.

Create and test intents

• Learn how to create a new intent.

• Learn about intent triggers and configure a simple response.

• Create test sentences for this intent.

• Execute the test and verify the result.

Working with tickets

Kbot can connect to various trouble ticketing systems. Once this integration is implemented, consultants can use another kbot tool called Workflow.

Let’s take a look at some use cases. The following ticket-related tutorials are presented from the simplest to the most difficult. The difficulty levels are marked from 1 to 3.

Create an incident ticket (sample 1)

Slot filling using intent properties in order to create an incident ticket.

• Learn how to use intent properties.

• See the process of creating an incident ticket.

Create an incident ticket (sample 2)

Slot filling using intent properties in order to create a ticket with the collected information.

• Learn how to use intent properties.

• See the process of creating a ticket that uses the collected information.

Create an incident ticket (sample 3)

Slot filling by collecting the pieces of information required for creating a ticket through a conversation workflow.

Create an incident ticket (4)

Slot filling by collecting the pieces of information required for creating a ticket through a conversation workflow.

Ticket categorization

Usage of a sub-worklow. The ticket Categorization workflow is called by the Incident or Request intents. It leverages Machine Learning for the automatic classification of the incident or request.

ServiceNow Cart Management

Learn how to:

• Add or remove elements in a cart.

• Create a request for this cart.