#BuildWithAES Challenge – Chatbot Implementation

Usecase: Build a Chatbot functionality from the ServiceNow application to work on knowledge articles
fetched from an internal system

Design and Solution Approach:

To build this functionality, I did some research, and I found a store app: Engagement Messenger from
the below link. Read the documentation of it from the site and planned the next steps to leverage it in a
small PoC to show case it

https://docs.servicenow.com/bundle/sandiego-customer-service-management/page/product/
customer-service-management/task/install-engagement-center-app.html

Initially, I installed this app in my Personal Developer Instance running on San Diego version using
System Applications  All from the Application/Module navigator in AES.

After the installation, I have created a new EM module and completed a simple configuration as per the
documentation given.
Created a service portal, widget and embedded the messenger code (script from above) in the widget’s
Body HTML template. Screenshots are given below.
Now the portal is ready with the Chatbot functionality using EM module and all. Screenshots are given
below.
With this, the whole PoC is completed and was demoed to the stakeholders for further implementation
to work on the integration to fetch knowledge articles using API’s and/or DB calls from ServiceNow.

References:

1) https://store.servicenow.com/
2) https://docs.servicenow.com/
3) https://developer.servicenow.com/