AI ServiceNow Chat Triage: Incident & Request Router with GPT-4

This workflow automates chat triage for customer support by using an LLM-powered classifier to categorize incoming messages as 'Incident', 'Service Request', or 'Everything Else'. It starts with a chat trigger capturing messages, then employs GPT-4 to analyze and label them accurately, ensuring precise routing without manual intervention.

For 'Incidents', it integrates directly with ServiceNow to create records including short description, full description, priority, and caller details. 'Service Requests' are handled via HTTP POST to your Service Catalog API, streamlining request fulfillment. Uncategorized messages route to an advanced AI Agent using OpenAI models, equipped with SerpAPI for web search and Simple Memory for conversation history, providing intelligent, context-aware responses.

An optional summarization chain condenses long chat threads into concise summaries, enhancing ticket quality. Benefits include reduced support team workload, faster resolution times, human-like triage accuracy, and scalable automation for high-volume chats. Ideal for IT service desks, help centers, or any team using ServiceNow for ticketing, saving hours on manual sorting and enabling 24/7 initial handling.