detect-conversation-type

Classify ServiceNow conversations by providing user messages to an AI assistant, which detects the conversation type and routes it to the correct handling workflow based on intent, sentiment, and urgency.

Conversation classification detects inquiry, request, complaint, feedback, and escalation types, enabling automated downstream actions like routing to catalogs, creating records, and triggering relevant playbooks.

Yes, sentiment-aware routing prioritizes negative or escalating interactions across portal, chat, and email channels, applying scoring rules and dynamic reclassification to ensure proper handling.

Classification applies to Virtual Agent conversations across portal, chat, and email channels, integrating with sys_cs_conversation, sys_cs_message, and interaction data for multi-channel routing.

Routing thresholds are configurable, allowing you to set scoring rules and data enrichment parameters that determine when conversations are dynamically reclassified and escalated to appropriate workflows.

Automated downstream actions create records and route to catalogs based on conversation classification, using configurable thresholds and dynamic reclassification to ensure accurate record creation.