Natural language in ServiceNow | Benefits, Use Cases, Uses, Example Code

ServiceNow is a cloud-based platform that provides IT service management and business process automation. Natural language in ServiceNow refers to the capability of the platform to understand and process human language input, such as natural language text or voice commands, in order to perform specific actions or retrieve information. This feature enhances the user experience by allowing users to interact with ServiceNow in a more intuitive and conversational manner.

Some common use cases of natural language in ServiceNow include:

1. Creating incidents, problems, or change requests by simply typing or speaking a sentence

2. Searching the ServiceNow knowledge base or database using natural language queries

3. Performing quick actions, such as approving a change request or assigning a task, using natural language commands

Natural language is used in various places within ServiceNow to enhance the user experience and make it easier to interact with the platform. Some of the most common areas where ServiceNow natural language is used in ServiceNow include:

Search: ServiceNow provides a natural language search feature that allows users to search for information and data using natural language phrases and sentences. This makes it easier for users to find the information they need without having to remember exact keywords or field names.

Incident Management: Makes it easier to report issues and problems. The platform uses natural language processing to extract relevant information from the user's input, such as the description of the issue and the affected service.

Knowledge Management: Allowing users to find articles and solutions using natural language queries. This helps to make the knowledge base more accessible and user-friendly.

Chatbots: ServiceNow provides a chatbot framework that can be used to build conversational interfaces that use natural language. This makes it easier for users to interact with the platform and complete tasks, such as submitting requests or searching for information.

Virtual Agent: ServiceNow provides a virtual agent that uses natural language to assist users in completing tasks and resolving issues. The virtual agent uses machine learning algorithms to understand the user's intent and provide relevant answers and actions.

Overall, natural language in ServiceNow helps to simplify and streamline tasks and processes and used in ServiceNow to make the platform more accessible and user-friendly, and to simplify the process of interacting with the platform and completing tasks.

Benefits of Natural Language in ServiceNow:

There are several benefits to using natural language processing in ServiceNow, including:

1. Improved User Experience: Natural language in ServiceNow makes it easier for users to interact with the platform and complete tasks, as they can use natural language phrases and sentences instead of having to remember specific keywords or field names.

2. Increased Efficiency: By using natural language to automate tasks and processes, ServiceNow can help to reduce the time and effort required to complete tasks and resolve issues, which can lead to increased productivity and efficiency.

3. Improved Accuracy: ServiceNow's natural language processing algorithms can help to extract relevant information from user inputs, such as incident descriptions, and can also help to improve the accuracy of data by standardizing and normalizing the information.

4. Increased Adoption: By making ServiceNow more accessible and user-friendly, natural language processing can help to increase adoption of the platform by users who might otherwise be intimidated by the technical nature of the platform.

5. Enhanced Automation: ServiceNow's natural language capabilities can be used to build chatbots and virtual agents that use natural language to assist users in completing tasks and resolving issues. This can help to further automate processes and reduce the need for manual intervention.

Overall, the use of natural language in ServiceNow can help to enhance the user experience, increase efficiency, improve accuracy, increase adoption, and enhance automation, all of which can lead to a more productive and effective use of the platform.

How to Show hides natural language filter ServiceNow:

To show or hide the natural language filter in ServiceNow, you can follow these steps:

Navigate to the list view of the table you want to show or hide the natural language filter for.

  • Click on the gear icon located in the top right corner of the page.
  • From the drop-down menu, select "Configure > List Layout".
  • In the List Layout editor, find the "Filter" section.
  • Locate the toggle switch for the "Use Natural Language" option and turn it on or off as desired.
  • Click the "Save" button to save your changes.

Once the natural language filter is enabled, users can enter natural language queries in the filter box to search for records in the table. If the natural language filter is disabled, the filter box will only accept standard search queries.

Note that the ability to show or hide the natural language filter may depend on your ServiceNow administrator's configuration, so if you don't have access to these settings, you may need to reach out to your administrator for assistance.

Here's a code example in ServiceNow that demonstrates how to use the natural language processing capabilities of the platform to perform a simple task: 

Searching the knowledge base for articles that contain a specific keyword or phrase.

(function executeRule(current, previous /*null when async*/) {

  // Set the keyword or phrase to search for

  var keyword = "how to reset password";

  // Search the knowledge base for articles containing the keyword

  var kb_search = new GlideRecord('kb_knowledge');

  kb_search.addEncodedQuery('textLIKE' + keyword);


  // Loop through the search results

  while ( {

    // Get the article title and URL

    var title = kb_search.getValue('short_description');

    var url = kb_search.getValue('sys_url_view');

    // Log the article title and URL"Article: " + title);"URL: " + url);


})(current, previous);

In this example, the script sets a keyword or phrase to search for and then uses a GlideRecord object to query the "kb_knowledge" table in the ServiceNow database. The query uses the "addEncodedQuery" method and the "LIKE" operator to search for articles that contain the keyword. The script then loops through the search results and retrieves the article title and URL, and logs these values to the system log.

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This is just a basic example, and the natural language capabilities of ServiceNow can be used in much more complex and sophisticated ways to automate tasks and processes, extract information from unstructured text, and provide users with a more intuitive and conversational interface.

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