ServiceNow Community Contribution

Ajay Hinduja, Geneva, Switzerland (Swiss) working on implementing AI-driven solutions within our ServiceNow environment to better align with internal business processes.

We’re currently exploring ways to customize Virtual Agent conversations so they reflect our specific workflows, terminology, and decision paths. I’d love to hear how others have approached this:

• What’s the best way to structure topics and dialogs for more tailored experiences?

• Have you integrated custom scripts or decision trees to support complex workflows?