Use preferred name (nick name) from ServiceNow when Bot addresses users.

Use preferred name (nick name) from ServiceNow when Bot addresses users.

We recently had a user ask if our Bot could address them by their nick name as they go by that instead of their given name when they receive the campaign messages.The user William (Bill) XXXXX goes by Bill and would like the Bot to address him that way.

In ServiceNow we have First name, Last name, and Nick Name as our attributes, wondering if we could use these for all interactions with the Bot campaigns, concierge, CSAT, or any time the Bot communicates and addresses the user. Many individuals opt to use their preferred name (nickname), instead of their given name due to personal preference. The bot using their preferred (nickname) when addressing users could potentially enhance adoption of our Bot.