Service request agent
The Service request agent understands what the user needs and automatically submits the correct service request, making service delivery faster and easier.
To enable and configure the Service request agent, do the following:
1.Log in to Neurons for ITSM as an Administrator.
2.Open the Configuration console and select AI Configuration Hub > Agentic AI > Agent Settings.
3.Enable the Service request agent using the toggle button.
4.Click Configure to further configure the agent.
5.Under Messaging and interaction, configure the following settings:
•Successful creation: Enter a success message that agent displays following the successful creation of a Service request.
•Allow transfer to live agent: Enable the toggle button to transfer the interaction to your Service Desk Human Agent in case the Agentic AI bot cannot solve the user's request.
Along with this toggle, you must also enable the Allow transfer to live agent toggle in Global Settings > Escalation Handling.
6.Under Service request handling > Default service request template, set the default Service request template from the dropdown.
When the agent cannot find a specific Service request template for the user's query, it uses the default Service request template you've configured . Furthermore, when multiple Service request templates match the user’s query, the agent presents the template you configured as the default option to the user.
We recommend that you carefully design and thoroughly test all Service request templates before deployment, as the Service request agent might not always display templates as expected if they are not properly configured.
7.Under Advanced settings > Service request description, define the scope of the Service request agent by detailing the types of Service request queries the agent can handle. You can also provide some example queries related to Service requests to help the agent better understand the context. When users ask queries other than those defined here, the agent considers them out of context and replies to users accordingly.
Modifying the intent description might result in unpredictable agent behavior. We recommend that only users with experience in LLM prompt engineering make these changes.
The following image shows the configuration page of Service request agent.
Fields marked with an asterisk (*) are mandatory.
Service Request Analytics
To view the performance metrics and usage statistics for your Service request agent, open the Configuration console and select AI Configuration Hub > Agentic AI > Agent Settings > Service request agent > Configure > Analytics.
The Analytics page provides the performance of the Service request agent. It helps you monitor the following metrics:
•Number of SR Agent Interactions: The total number of times users interacted with the Service request agent.
•Number of SR Interactions transferred to Live Agents: The number of Service request interactions that were transferred to a live agent during Service request creation.
•SR Live Agent Transfer Rate: The percentage of Service request interactions that resulted in a transfer to a live agent during Service request creation.
•Number of SR's created by SR Agent: The total number of Service requests created by the Service request agent, based on 100 Service requests created.
•SR Agent Completion Rate: The percentage of Service request interactions successfully completed by the Service request agent, based on 100 Service request interactions.
•Number of conversations that result in no SR creation: The number of Service request interactions that did not result in a Service request being created, based on 100 Service request interactions.
The Time Range filter allows users to specify the period for which analytics data is displayed. Metrics on the Analytics page are updated based on the selected time range.