UST Converse eliminates navigation friction by providing a conversational interface where users ask questions in natural language. The application intelligently:
• Retrieves relevant Knowledge Base articles in seconds
• Suggests appropriate Service Catalog items matching user intent
• Surfaces employee request and approval statuses
• Escalates complex issues to live agents when needed
Business Impact:
• Reduced IT support ticket volume (self-service resolution)
• Faster incident and request resolution
• Improved end-user satisfaction and ServiceNow adoption
• Lower operational costs through automation
• Enhanced employee experience across HR, IT, and operations domains
LLM-agnostic conversational AI for ServiceNow
- Agentic 3-call intelligence – auto tool selection, response synthesis, and citation verification, with mixed-model optimization (GPT-4o-mini + GPT-4o) for speed and quality.
- Smart multi-source retrieval – relevance-ranked KB, catalog, and portal results with citation chips for trust.
- Personalized self-service tools – instant access to My Incidents, My Approvals, and live agent escalation.
- Enterprise-grade governance – encrypted audit trails, tunable relevance thresholds, and granular admin controls.
Initial Release
Before starting, ensure your environment meets the following requirements:
ServiceNow Instance:
· Minimum version: Zurich
· Instance type: Production or production-like (demo instances supported with demo data)
ServiceNow Modules (Required):
· Service Portal (core portal functionality)
· Knowledge Management (for KB retrieval)
· Service Catalog (for catalog item recommendations)
· Virtual Agent (optional, for live agent escalation)
· Employee Center (optional, default portal for chat widget)
External Accounts & Services:
· Azure OpenAI Account with:
◦ Active subscription (pay-as-you-go or enterprise)
◦ Deployed model: GPT-4o (primary)
◦ Optional: GPT-4o-mini (for mixed-model cost optimization)
◦ API Key with valid authentication
◦ Endpoint: Publicly accessible Azure OpenAI deployment (https://{your-deployment}.openai.azure.com)
Network & Security:
· Outbound HTTPS (port 443) access from ServiceNow instance to Azure OpenAI endpoint
· TLS 1.2 or later support
· No proxy blocking of OpenAI API calls (or proxy credentials configured in ServiceNow)
Browser Requirements:
· Chrome 120+, Firefox 121+, Safari 17+, or Edge 120+
· JavaScript enabled
· Cookies enabled
· Pop-ups allowed (for live agent transfer)
Administrator Access:
· ServiceNow admin role (to install update sets, configure properties, manage integrations)
· Azure portal access (to create/retrieve API keys)