Prebuilt virtual agent conversations (topics) and ServiceNow NLU models are available for the
Virtual Agent platform, Customer Service Management, HR Service Delivery,
and IT Service Management.
These predefined conversations help users with common self-service tasks in each business
area, such as creating or updating cases or providing answers to frequently asked questions.
The prebuilt NLU models define the business-specific language understanding needed for Virtual Agent to understand and process
user requests. Each NLU intent in a model maps to a single Virtual Agent conversation topic.
Summaries of predefined topics
For details on the predefined topics available, see these sections:
Note: The plugins for the CSM, HR Service Delivery, and ITSM predefined
conversations also install the prebuilt ServiceNow NLU models. The Glide
Virtual Agent plugin installs the prebuilt NLU model for setup and small talk
After installing the plugins, you can preview the topics using Virtual Agent Designer
. You can review
the intents, utterances, and entities in the prebuilt NLU models using ServiceNow
Working with predefined topics in Virtual Agent Designer
- Previewing topics – After you install the plugins for predefined topics, admins or Virtual Agent admins can access the
predefined topics in the Topics page. Select the topic and in the Topic Properties page,
click Preview. Review the conversation as it runs in the preview
window to determine the topics that you want to use.
- Using predefined topics – Although predefined topics are read only and can't be
changed, you can reuse predefined topics by duplicating and modifying them as needed. After you test a duplicated topic
and are ready to deploy it to your Virtual Agent clients, publish the topic.
For details on creating, previewing, duplicating, and publishing a topic, see Virtual Agent Designer.
Working with prebuilt ServiceNow
NLU models in ServiceNow
- Reviewing a prebuilt NLU model – After you install the plugins for predefined topics,
you can view the prebuilt models in ServiceNow
Studio. The prebuilt NLU models
for ServiceNow applications
define the intents, entities, and utterances used for the predefined topics. These
models are also trained and published.
- Using predefined intents from prebuilt NLU models – Although prebuilt NLU models are
read only and can't be edited, you can reuse predefined intents from these models when creating your own NLU models. You can import
intents from prebuilt models or other NLU models that you create in ServiceNow
For details on creating, training, and publishing NLU models, see Natural Language