Connecting ServiceNow Knowledge Base Articles to Azure OpenAI

Question

Connecting ServiceNow Knowledge Base Articles to Azure OpenAI

Ziggy Zulueta 495 MVP

I have a business case wherein internal business users would go thru a chat interface to ask questions about their knowledge base. The Knowledge base is located in ServiceNow. Also, the customer does NOT want to store the data in Azure Blob because it would be counter intuitive to store information in two locations: ServiceNow and Azure Blob. Hence, they want the data as is in ServiceNow and a chat interface using Azure OpenAI to get the data from ServiceNow. Do we have a solution for this? **I looked at Microsoft Copilot for Service but it is not suitable as it is priced on a per user. That would be expensive and unjustifiable for employees who just want to search for their data when needed. It may be used for agents but not for end business users in the thousands.

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Answer 1

Saurabh Sharma 23,851 Microsoft Employee Moderator

Hi @Ziggy Zulueta
Welcome to Microsoft Q&A! Thanks for posting the question.

A possible way to accomplish your goal is to use the ServiceNow Generative AI Controller and connect it to the Azure Open AI service. This integration can leverage the capabilities of both platforms. Please refer to the service now blog which states that ServiceNow and Microsoft have expanded their strategic partnership to connect the Now Platform to Azure OpenAI Service, enabling customers to realize the promise of generative AI in a secure, trusted way. This means that you can leverage Azure OpenAI Service’s powerful large language models with the enterprise capabilities of Azure and the intelligent end-to-end Now Platform to create a chat interface that can query your knowledge base in ServiceNow and provide relevant answers to your users.

You can also use look into Now Assist for Search, a new solution that uses generative AI to enhance the search experience and provide personalized and contextual results. Please refer to this article for details. Hope this helps.

Thanks Saurabh

Ziggy Zulueta 495 Reputation points MVP

2024-01-24T11:43:16.0766667+00:00

I believe these two suggestions have a ServiceNow endpoint right? What if the requirement is that a user can chat via a web app? Can we use the Azure AI Search ServiceNow Custom connector for Azure AI search to retrieve directly from ServiceNow? https://learn.microsoft.com/EN-US/AZURE/search/search-data-sources-gallery#partners

Azure OpenAI would then use Azure AI search afterwards for content creation.
Saurabh Sharma 23,851 Reputation points Microsoft Employee Moderator

2024-01-26T00:41:35.9366667+00:00

@Ziggy Zulueta yes, both have service now endpoints. I don't think it would be possible until you use your own custom logic to invoke them from your web app.
However, I am checking internally as well of solutions if any and get back to you. Thanks Saurabh
Ziggy Zulueta 495 Reputation points MVP

2024-01-26T02:12:53.0666667+00:00

So are you saying it is not pretty straightforward once the ServiceNow KB is indexed in Azure AI Search?
Saurabh Sharma 23,851 Reputation points Microsoft Employee Moderator

2024-02-12T18:20:09.29+00:00

Ziggy Zulueta As per the documentation configure through service now but as your requirement is to chat through a web application which I feel it a bit complicated. Thanks Saurabh
Ziggy Zulueta 495 Reputation points MVP

2024-02-18T08:15:15.47+00:00

Hi Saurabh, upon further investigation, I see that Copilot Studio allows to get knowledge articles from ServiceNow via a plugin. Is this using GPT? I do not see anywhere a location where I create my Azure OpenAI resource in the Azure portal however.

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Connecting ServiceNow Knowledge Base Articles to Azure OpenAI

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