Practice Head ServiceNow
July 2, 2025
Automation and AI-driven solutions are key to effectively managing IT operations. ServiceNow Natural Language Understanding (NLU), in combination with Virtual Agent, helps IT teams automate mundane work, streamline incident management, and improve end-user service.
What is ServiceNow NLU?
ServiceNow Natural Language Understanding (NLU) is a computer intelligence-based functionality that enables Virtual Agent to interpret and process the natural language user requests. ServiceNow NLU, as distinct from traditional keyword-based chatbots, uses machine learning to discover intent and entities within a request made by the user, therefore enabling more natural and effective interaction.
For IT operations, this means:
- Faster issue resolution with automated responses
- Reduced help desk workload through self-service automation
- Improved user experience with personalized and accurate replies
Features of ServiceNow NLU
ServiceNow NLU empowers the Virtual Agent with advanced language processing capabilities, making interactions more intelligent and context-aware. Here are the key features:
1. Intent Detection
NLU recognizes the original intent or purpose of what a user is saying. If the user inputs “My laptop is slow” or “Need help with my device,” it recognizes the intent as “Report an IT issue” and directs it appropriately.
2. Entity Extraction
NLU pulls important data points (entities) such as device type, location, problem description, or ticket number from the input provided by the user. It reduces the required follow-up questions and enables workflows to execute using less input.
3. Language Variability Handling
The engine can interpret a wide range of phrasings and synonyms, allowing users to express themselves naturally without needing to use predefined keywords.
4. Contextual Awareness
NLU retains context throughout the conversation. For example, if a user mentions “my email issue” and later says “it’s still not working,” the system understands that “it” refers to the email issue.
5. Multilingual Support
ServiceNow NLU supports multiple languages, enabling global IT support operations to deliver consistent experiences across regions.
6. Integration with Domain-Specific Models
NLU models can be trained with ITSM-specific intents and entities, ensuring that the Virtual Agent understands industry-specific terminology and actions.
7. Continuous Learning & Tuning
Admins can review user utterances, retrain NLU models, and fine-tune intent/entity accuracy through the ServiceNow NLU Workbench, enabling continual improvement over time.
8. Intent Confidence Thresholds
ServiceNow provides confidence scoring for identified intents. Based on the threshold set, it can either proceed with automation or seek clarification from the user ensuring high accuracy in automation flows.
9. No-Code/Low-Code Training
With an intuitive interface, admins and developers can create, train, and test NLU models without needing deep AI expertise, accelerating adoption and customization.
End-User Use Cases for Virtual Agent in IT Operations
1. Password Reset Requests
Scenario: A user forgets their password and needs to reset it.
Traditional Approach: The user submits a ticket and waits for IT support.
With ServiceNow NLU & Virtual Agent: The user initiates a chat with the Virtual Agent and types:
- “I forgot my password, can you help?”
- “How do I reset my password?”
- “Locked out of my account, need a password reset.”
The NLU engine identifies the intent (“password reset”) and prompts the user to confirm the affected user. This is to identify the process flow as the request maybe for self or for a colleague. The process then proceeds based on the automated flow defined as per the IT team, with enough maturity, a zero-touch automation.
2. Creating an IT Support Ticket
Scenario: A user encounters an issue with their laptop and needs IT support.
Traditional Approach: The user calls the IT helpdesk or logs into a portal to create a ticket.
With ServiceNow NLU & Virtual Agent: The user simply types:
- “My laptop is running slow.”
- “I have an issue with my email.”
- “Wi-Fi keeps disconnecting.”
ServiceNow NLU recognizes the intent and reads the entities from it like category, device type etc. The flow then auto generates the mandatory information from user records related to asset, Operating system, location to generate a Service ticket and route it to appropriate team thus reducing ticket reassign count, missing mandatory details for fulfilment etc.
One more step that was implemented for the customer includes a cross checking for any existing outage or problem record that may have caused the issue and hence reducing the ticket logging by informing the end user and ensuring prompt resolution in the future.
3. Checking IT Ticket Status
Scenario: A user wants to know the status of IT ticket.
Traditional Approach: The user searches for IT service updates or contacts the helpdesk.
With ServiceNow NLU & Virtual Agent: The user types:
- “Where is my ticket in the processing queue?”
- “Can you check the latest on my IT request?”
- “I want to check the progress of my ticket.”
ServiceNow NLU recognizes intent and if a ticket number is specified in the intent, then fetches the details of the ticket to provide it to end user. In case no number is provided gives the option to select the type of the ticket INC, CHG, PRB, RITM and select the one from the corresponding list. Based on the IT process it gives the end user to escalate if required, add comments and even accept and close the ticket from the conversation itself.
Key Benefits of ServiceNow NLU for IT Operations
1. Faster Issue Resolution
Employees get immediate solutions without waiting for IT support.
2. Reduced IT Helpdesk Workload
Automating common IT requests minimizes repetitive tasks for IT teams.
3. Improved User Experience
Users interact naturally with the Virtual Agent, receiving accurate and relevant responses.
4. 24/7 IT Support
Employees can access IT help anytime, without relying on business hours.
5. Increased IT Operational Efficiency
Automated workflows ensure faster request handling and service delivery.
Conclusion
ServiceNow NLU, combined with Virtual Agent, revolutionizes IT operations by automating routine tasks, improving service delivery, and enhancing end-user experience. From password resets to IT troubleshooting, software installations, and equipment requests, ServiceNow’s AI-powered Virtual Agent helps organizations boost productivity and reduce support costs.
By implementing NLU-powered IT automation, companies can free up IT teams for strategic initiatives while ensuring a seamless IT support experience for employees.
Is your IT team ready to embrace AI-driven automation? Explore ServiceNow NLU and transform your IT operations today!
Muhammad Ovais
Websites used to be something you built once and basically forgot about. That doesn’t work …Read More »- Websites used to be something you built once and basically forgot about. That doesn’t work …Read More »
- Websites used to be something you built once and basically forgot about. That doesn’t work …Read More »
