Learn from Agents and have our bot repeat those questions
Creator Studio Pathing is not ideal for this because then it’s something we want to maintain and manage so why not use the Service Now “NOTES and WORK NOTES” to train the models.
This was an idea from a member on my team
Imagine someone called the help desk and said I’m having email issues please help me
Agent would usually ask and log the questions and answers in Service Now Notes (work or customer facing)
- Desktop or Mobile
- What issue are you having (can’t send, can’t receive)
- Is this gmail our outlook
Now imagine moveworks learns from that. User comes to the bot and says
I’m having email issues
The bot, models and reasoning learned from historical tickets that the next question to ask the user is
Are you in Outlook or Gmail
Is this desktop or mobile
Are you connected to wifi?
Can you describe the issue?
Etc
Hopefully the bot can answer the troubleshooting step from the work notes.
If not and a ticket is filed then the Employee answers are then logged in the ticket and triage improves.
This will improve triage, reduce tickets and also prevent agents from asking the same questions.