AI-Powered ServiceNow Chat Triage with GPT-4 (Incident/Request Manager)

This n8n workflow leverages AI to intelligently triage incoming chat messages, classify them as either an incident or a service request, summarize the conversation, and then create the appropriate record in ServiceNow. It streamlines the support process by automating initial assessment and ticket creation.

What it does

1. Listens for Chat Messages: The workflow is triggered by an incoming chat message, acting as the initial point of contact for a user seeking support.
2. Classifies Request Type: An AI Text Classifier analyzes the chat message to determine if it's an "Incident" (something broken) or a "Service Request" (something new or a standard request).
3. Summarizes Chat Conversation: The AI Summarization Chain condenses the chat conversation into a concise summary, capturing the essence of the user's issue or request.
4. Extracts Key Information (AI Transform): An AI Transform node extracts critical details from the chat, such as the user's name, contact information, and specific problem descriptions, to enrich the ServiceNow record.
5. Generates ServiceNow Description (AI Agent): An AI Agent, equipped with a Google Search tool, formulates a comprehensive description for the ServiceNow ticket based on the classification, summary, and extracted information. This agent can potentially search for relevant knowledge base articles or common solutions to provide a more informed description.
6. Creates ServiceNow Record: Based on the AI classification, the workflow creates either a new Incident or a new Service Request in ServiceNow, populating it with the AI-generated description and other extracted details.
7. Responds to Webhook: The workflow sends a response back to the originating chat system, likely confirming the ticket creation and providing the new ticket number.

Prerequisites/Requirements

To use this workflow, you will need:

• n8n Instance: A running n8n instance.
• OpenAI API Key: For the OpenAI Chat Model, Text Classifier, Summarization Chain, and AI Agent.
• SerpAPI API Key: For the Google Search tool used by the AI Agent.
• ServiceNow Account: With appropriate API access to create Incidents and Service Requests.
• Chat Platform Integration: A chat platform that can send messages to n8n via a webhook (e.g., Slack, Microsoft Teams, custom chat application). The "Chat Trigger" node will need to be configured for your specific chat platform.

Setup/Usage

1. Import the Workflow: Download the JSON provided and import it into your n8n instance.
2. Configure Credentials:
   • Set up your OpenAI API Key credential for the OpenAI Chat Model, Text Classifier, Summarization Chain, and AI Agent nodes.
   • Set up your SerpAPI API Key credential for the SerpAPI node.
   • Set up your ServiceNow credential, providing your instance URL and authentication details.
3. Configure Chat Trigger:
   • Open the "When chat message received" node.
   • Copy the webhook URL.
   • Configure your chat platform to send messages to this webhook URL when a new chat interaction occurs.
4. Review and Customize AI Nodes:
   • Text Classifier: Ensure the classification categories ("Incident", "Service Request") align with your ServiceNow setup. You might want to refine the prompt for better accuracy.
   • Summarization Chain: Adjust the prompt if you need a specific style or length for summaries.
   • AI Transform: Customize the prompt to ensure it extracts all necessary fields for your ServiceNow records (e.g., user email, affected service, urgency).
   • AI Agent: Review the agent's prompt and available tools. The Google Search tool is included, but you might want to add other tools (e.g., internal knowledge base search) depending on your needs.
5. Activate the Workflow: Once configured, activate the workflow in n8n.

This workflow provides a powerful foundation for automating your IT support triage, reducing manual effort, and speeding up resolution times.