Intelligent ServiceNow-integrated chatbot | AI | ITSM automation | ServiceSense AI
Current IT Support Reality:
❌ 10-12 daily status check calls
❌ Basic chatbot says "I don't understand"
❌ Manual ticket creation with missing info
❌ No proactive issue detection
❌ Same issues solved repeatedly
❌ Agents waste time on routine queries
An intelligent chatbot that integrates deeply with ServiceNow to provide self-healing IT support — resolving issues automatically, escalating intelligently, and learning continuously.
┌─────────────────────────────────────────┐
│ ServiceSense AI │
│ │
│ ┌──────────┐ ┌─────────────────┐ │
│ │ Chat │ │ Proactive │ │
│ │Interface │ │ Monitoring │ │
│ └────┬─────┘ └────────┬────────┘ │
│ │ │ │
│ ┌────▼─────────────────────▼────────┐ │
│ │ AI Brain │ │
│ │ NLP + Sentiment + Learning │ │
│ └────────────────┬──────────────────┘ │
│ │ │
│ ┌────────────────▼──────────────────┐ │
│ │ Decision Engine │ │
│ │ KB → Self Service → Diagnostics │ │
│ │ → Smart Ticket → Escalation │ │
│ └───────────────────────────────────┘ │
└─────────────────────────────────────────┘
User: "How do I reset my password?"
↓
Bot searches Knowledge Base
↓
Finds relevant article
↓
Guides user through steps
↓
Issue resolved! ✅ No ticket needed!
Password Reset → Guided self-service
Account Unlock → Automated unlock
MFA Setup → Step by step help
VPN Issues → Troubleshooting guide
If self-service fails:
→ Auto create incident
→ Assign to right team
→ Notify user of ETA
User: "My C drive is full, system slow"
↓
Bot runs diagnostics via MID Server:
→ Check disk space
→ Identify large files
→ Clear temp files automatically
→ Check startup programs
↓
Issue resolved? → Done! ✅
Not resolved? → Route to helpdesk
with full diagnostic report
User: "This is so frustrating!!!
Nothing is working!!!"
↓
Bot detects: HIGH FRUSTRATION 😤
↓
Immediately escalates to human agent
"I can see you're frustrated,
let me connect you to an agent right away"
↓
Agent gets context:
→ Full conversation history
→ Sentiment score
→ Issue details
→ Steps already tried
Instead of basic ticket:
Bot creates ticket WITH:
→ Screenshot of error (user uploads)
→ Diagnostic results
→ Steps already tried
→ Suggested assignee
→ Auto-set priority based on impact
→ CMDB CI linked automatically
Zero information gathering by agent! ✅
Proactive:
CMDB detects C drive > 85% full
→ Bot messages user:
"Hey! Your C drive is 87% full.
Want me to run cleanup now?" ✅
Learning:
Every resolved ticket →
Bot learns:
→ What worked
→ What didn't
→ How long it took
→ Gets smarter over time! 🧠
ServiceNow:
→ Virtual Agent
→ Flow Designer
→ CMDB Integration
→ REST APIs
→ MID Server
Python:
→ NLP Processing
→ Sentiment Analysis
→ ML Learning Engine
→ API Integration
Integrations:
→ Slack (notifications)
→ Microsoft Teams
→ Email
→ PowerShell (diagnostics)
Month 1 → ServiceNow CSA (foundation)
Month 2 → ServiceNow Developer skills
Month 3 → Phase 1: KB Search bot
Month 4 → Phase 2: Self-service flows
Month 5 → Phase 3: Auto diagnostics
Month 6 → Phase 4: Sentiment analysis
Month 7 → Phase 5: Smart tickets
Month 8 → Phase 6: Proactive monitoring
Problem Solution Impact
─────────────────────────────────────────────────────
10-12 status calls/day → Auto notifications → 0 calls
Manual ticket creation → Smart enrichment → 60% faster
Repeated same issues → KB self-service → 40% deflection
Late issue detection → Proactive alerts → Prevention
Inconsistent support → AI standardization → Quality ↑
Interested in collaborating? Let's connect!
⭐ Star this repo to follow the journey! ⭐
Built with ❤️ by Krishna Sevitha, Hyderabad