AI-Powered ServiceNow Chat Triage: Incident & Request Router

This workflow automates the triage of incoming chat messages from support channels, using an LLM-powered text classifier to categorize them as 'Incident', 'Service Request', or 'Everything Else'. For incidents, it directly creates records in ServiceNow with key fields like description, priority, and caller. Service requests trigger an HTTP POST to the Service Catalog API for seamless submission. Uncategorized messages route to an advanced AI Agent leveraging OpenAI models, SerpAPI for web search, and simple memory for contextual, personalized responses.

Key benefits include reduced manual triage time, human-like classification accuracy via GPT-4 level prompts, and scalable handling of high-volume chats without overwhelming support teams. The optional summarization chain condenses long threads into concise ticket summaries, ensuring clean handoffs to backend systems.

Ideal for IT support desks, customer service, or any team using ServiceNow for ticketing. Use cases: 24/7 chatbots in enterprises, HR helpdesks for quick resolutions, or hybrid support where AI handles routine queries while escalating critical issues. Enhances efficiency, improves response times, and maintains conversation history for better service.