Use the intents, entities, and utterances defined in a Microsoft Language Understanding Intelligent Service (LUIS) application and apply them as an NLU model for your Virtual Agent conversations.

Before you begin

In Microsoft LUIS, do the following:
  • Sign in to the LUIS portal and create an application to be used as an NLU model (requires a Microsoft Azure account.)
  • Locate and copy these Microsoft LUIS keys:
    • Authoring key that was automatically generated when you created your Microsoft LUIS account. The authoring key provides the authentication needed for your LUIS applications and for creating, training, and publishing them. You can find the authoring key by signing into LUIS, selecting your user account, and opening Account Settings.
    • Prediction endpoint runtime key that you assigned to the resource for your Microsoft LUIS application. Virtual Agent accesses the LUIS runtime query prediction endpoint through this key.
      Note: If you are using more than one LUIS application (NLU model), you must provide the prediction endpoint runtime key for each application that you create.
In your ServiceNow instance, do the following:
  • Make sure that the Glide Virtual Agent plugin is activated, as it installs the Proxy Agent to the Microsoft LUIS Natural Language Understanding server plugin (com.glide.nlu.msluis.intent.discovery) needed for this integration. If you upgraded from a previous release, the upgrade process automatically retains the LUIS keys that you provided.
  • Role required: admin

About this task

You can set only one NLU service provider for your instance.

Procedure

  1. To set the credential passwords for the LUIS NLU model, entities, intents, and prediction information, do the following:
    1. Navigate to All, and then enter http_connection.list in the filter.
    2. In the HTTP(s) Connections page, select MSLuisNLUModels in the Connection alias column to open the record.

      HTTPS Connections table, with Connection alias key and MSLuisNLUModels value highlighted.

    3. In the Connection & Credential Aliases for MSLuisNLUModels page, go to the Connection Attributes related list.
    4. Find the Credential Password attribute, and then double-select in the Default value column to edit the value.
      Connection & Credential Credential Aliases form for MSLuisNLUModels. Credential Password attribute and the Default value field in which you enter the Microsoft Luis authoring key are highlighted.
    5. Enter the MS LUIS authoring key in the Default value field, and then select the save icon.
    6. Return to the HTTP(s) Connections page and repeat these steps to add the MS LUIS authoring key as the default value in the following Connection aliases:
      • MSLuisNLUCustomEntities
      • MSLuisNLUPrebuiltEntities
      • MSLuisNLUIntents
      • MSLuisNLUPrediction

      HTTPS connections table, with Connection alias values for Microsoft Luis NLU values highlighted.

      Note: Repeat these steps for each Microsoft LUIS application that you use as an NLU model. Each application has its own prediction endpoint runtime key that you must provide.
  2. Make the LUIS NLU service active.
    1. Navigate to All, and then enter open_nlu_driver.list in the filter.
    2. In the Open NLU Drivers table, set the Active field value for the MS Luis Script record to true.
      Open NLU Drivers table, with MS Luis-Script service Active field value set to true.
      Note: Activating this setting adds MS Luis - Script to the list of available NLU services in Virtual Agent settings.
  3. To enable NLU in your instance, navigate to Conversational Interfaces > Settings, and then do the following:
    1. Select Virtual Agent.
    2. Under Natural Language Understanding (NLU), select View Settings.
    3. Slide the Activate toggle switch to enable Natural Language Understanding.
    4. In the NLU Service Provider list, select MS Luis - Script.
    5. If you plan to use language-specific NLU models, enable the languages in the Supported NLU Languages list.
      A language is enabled if the Enabled column displays true. For more information, see Enable NLU languages in Virtual Agent settings.
    6. Select Save.
    Microsoft LUIS is now the NLU service provider for your instance.