Automated ServiceNow Incident and Request Triage with GPT-4
Leverage AI to automatically classify and route incoming chat messages as Incidents, Service Requests, or Other. This workflow integrates with ServiceNow to create incidents, submits requests via Service Catalog, and utilizes an AI agent for handling miscellaneous queries.
This n8n workflow automates the triage of chat messages using a GPT-4 powered text classifier. Incoming messages are categorized into Incidents, Requests, or Everything Else. Incidents are logged in ServiceNow, while requests are processed through a Service Catalog API. For messages that don't fit these categories, an AI agent provides contextual responses, utilizing web search capabilities and memory storage for future reference. An optional summarization step ensures concise ticket descriptions.
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Customer Support Automation Suite
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Support
How to import this workflow into n8n
- 1Purchase or download the workflow to get the n8n workflow JSON file.
- 2In your n8n instance, open Workflows and choose "Import from File" (or paste the JSON with Ctrl+V on the canvas).
- 3Open each node marked with a credential warning and connect your own accounts and API keys.
- 4Run the workflow once manually to verify the data flow, then toggle it to Active.
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