virtual-agent

ServiceNow 虚拟 Agent

虚拟 Agent（VA）通过聊天界面提供自助服务的对话式 AI 功能。

虚拟 Agent 架构

主题结构

Topic: Password Reset
├── NLU Model
│   ├── Utterances: "reset my password", "forgot password"
│   └── Entities: application_name
├── Topic Blocks (Flow)
│   ├── Greeting
│   ├── Ask for Application
│   ├── Verify User
│   ├── Process Reset
│   └── Confirmation
└── Variables
    ├── user_email
    └── application

关键表

表	用途
sys_cs_topic	主题定义
sys_cs_topic_block	对话流程块
sys_cs_intent	NLU 意图
sys_cs_utterance	训练短语
sys_cs_entity	自定义实体

主题

创建主题（ES5）

// Create Password Reset topic
var topic = new GlideRecord("sys_cs_topic")
topic.initialize()
topic.setValue("name", "Password Reset")
topic.setValue("description", "Help users reset their passwords")
topic.setValue("active", true)

// NLU configuration
topic.setValue("goal", "I want to reset my password")
topic.setValue("nlu_enabled", true)

// Category
topic.setValue("category", "IT Support")

var topicSysId = topic.insert()

主题变量

// Add variable to topic
var variable = new GlideRecord("sys_cs_topic_variable")
variable.initialize()
variable.setValue("topic", topicSysId)
variable.setValue("name", "user_email")
variable.setValue("label", "Email Address")
variable.setValue("type", "string")
variable.setValue("mandatory", true)
variable.insert()

主题块

块类型

类型	用途	示例
Text	显示消息	“我可以帮你处理这个问题！”
Prompt	提出问题	“你的邮箱是什么？”
Script	运行服务端代码	查找用户、创建工单
Decision	分支逻辑	如果是 VIP，则……
Link	外部链接	打开门户页面
Handoff	转接 Agent	连接到人工 Agent

文本块

// Greeting block
var block = new GlideRecord("sys_cs_topic_block")
block.initialize()
block.setValue("topic", topicSysId)
block.setValue("name", "greeting")
block.setValue("type", "text")
block.setValue("order", 100)
block.setValue("message", "Hello! I can help you reset your password. Let me gather some information.")
block.insert()

提示块

// Ask for email
var promptBlock = new GlideRecord("sys_cs_topic_block")
promptBlock.initialize()
promptBlock.setValue("topic", topicSysId)
promptBlock.setValue("name", "ask_email")
promptBlock.setValue("type", "prompt")
promptBlock.setValue("order", 200)
promptBlock.setValue("message", "What is your email address?")
promptBlock.setValue("variable_name", "user_email")
promptBlock.setValue("validation_type", "email")
promptBlock.insert()

脚本块（ES5）

// Script block to verify user
var scriptBlock = new GlideRecord("sys_cs_topic_block")
scriptBlock.initialize()
scriptBlock.setValue("topic", topicSysId)
scriptBlock.setValue("name", "verify_user")
scriptBlock.setValue("type", "script")
scriptBlock.setValue("order", 300)

// Server-side script (ES5 only!)
scriptBlock.setValue(
  "script",
  "(function execute(inputs, outputs) {\n" +
    "    var email = inputs.user_email;\n" +
    '    var user = new GlideRecord("sys_user");\n' +
    '    user.addQuery("email", email);\n' +
    "    user.query();\n" +
    "    \n" +
    "    if (user.next()) {\n" +
    "        outputs.user_found = true;\n" +
    '        outputs.user_name = user.getValue("name");\n' +
    "        outputs.user_sys_id = user.getUniqueValue();\n" +
    "    } else {\n" +
    "        outputs.user_found = false;\n" +
    "    }\n" +
    "})(inputs, outputs);",
)
scriptBlock.insert()

决策块

// Decision based on user found
var decisionBlock = new GlideRecord("sys_cs_topic_block")
decisionBlock.initialize()
decisionBlock.setValue("topic", topicSysId)
decisionBlock.setValue("name", "check_user")
decisionBlock.setValue("type", "decision")
decisionBlock.setValue("order", 400)

// Decision branches configured separately
decisionBlock.insert()

// Add decision branches
var branch1 = new GlideRecord("sys_cs_topic_block_branch")
branch1.initialize()
branch1.setValue("block", decisionBlock.getUniqueValue())
branch1.setValue("condition", "user_found == true")
branch1.setValue("next_block", processResetBlockSysId)
branch1.insert()

var branch2 = new GlideRecord("sys_cs_topic_block_branch")
branch2.initialize()
branch2.setValue("block", decisionBlock.getUniqueValue())
branch2.setValue("condition", "user_found == false")
branch2.setValue("next_block", userNotFoundBlockSysId)
branch2.insert()

转接块

// Transfer to live agent
var handoffBlock = new GlideRecord("sys_cs_topic_block")
handoffBlock.initialize()
handoffBlock.setValue("topic", topicSysId)
handoffBlock.setValue("name", "transfer_agent")
handoffBlock.setValue("type", "handoff")
handoffBlock.setValue("order", 900)
handoffBlock.setValue("message", "Let me connect you with a live agent who can help further.")
handoffBlock.setValue("queue", liveSupportQueueSysId)
handoffBlock.insert()

NLU 训练

添加话语

// Add training utterances for intent
function addUtterance(topicId, text) {
  var utt = new GlideRecord("sys_cs_utterance")
  utt.initialize()
  utt.setValue("topic", topicId)
  utt.setValue("utterance", text)
  utt.insert()
}

// Training phrases for password reset
addUtterance(topicSysId, "reset my password")
addUtterance(topicSysId, "I forgot my password")
addUtterance(topicSysId, "change my password")
addUtterance(topicSysId, "password not working")
addUtterance(topicSysId, "can't log in")
addUtterance(topicSysId, "locked out of my account")
addUtterance(topicSysId, "need to reset password for @application")

自定义实体

// Create custom entity for applications
var entity = new GlideRecord("sys_cs_entity")
entity.initialize()
entity.setValue("name", "application_name")
entity.setValue("description", "Enterprise application names")
entity.setValue("type", "list")
entity.insert()

// Add entity values
var values = ["SAP", "Salesforce", "Workday", "ServiceNow", "Email"]
for (var i = 0; i < values.length; i++) {
  var val = new GlideRecord("sys_cs_entity_value")
  val.initialize()
  val.setValue("entity", entity.getUniqueValue())
  val.setValue("value", values[i])
  val.setValue("synonyms", "") // comma-separated synonyms
  val.insert()
}

快捷回复

配置快捷回复

// Add quick reply options to prompt
var promptWithReplies = new GlideRecord("sys_cs_topic_block")
promptWithReplies.initialize()
promptWithReplies.setValue("topic", topicSysId)
promptWithReplies.setValue("name", "select_application")
promptWithReplies.setValue("type", "prompt")
promptWithReplies.setValue("order", 150)
promptWithReplies.setValue("message", "Which application do you need to reset?")
promptWithReplies.setValue("variable_name", "application")
promptWithReplies.setValue(
  "quick_replies",
  JSON.stringify([
    { label: "Email", value: "email" },
    { label: "SAP", value: "sap" },
    { label: "ServiceNow", value: "servicenow" },
    { label: "Other", value: "other" },
  ]),
)
promptWithReplies.insert()

集成操作

从 VA 创建事件（ES5）

// Script block to create incident
var createIncidentScript =
  "(function execute(inputs, outputs) {\n" +
  '    var inc = new GlideRecord("incident");\n' +
  "    inc.initialize();\n" +
  '    inc.setValue("caller_id", inputs.user_sys_id);\n' +
  '    inc.setValue("short_description", "Password Reset Request: " + inputs.application);\n' +
  '    inc.setValue("description", "User requested password reset via Virtual Agent.");\n' +
  '    inc.setValue("category", "software");\n' +
  '    inc.setValue("subcategory", "password reset");\n' +
  '    inc.setValue("priority", 3);\n' +
  "    \n" +
  "    var sysId = inc.insert();\n" +
  "    \n" +
  '    outputs.incident_number = inc.getValue("number");\n' +
  "    outputs.incident_sys_id = sysId;\n" +
  "})(inputs, outputs);"

查找记录（ES5）

// Script to lookup knowledge articles
var lookupKBScript =
  "(function execute(inputs, outputs) {\n" +
  "    var query = inputs.user_question;\n" +
  "    var articles = [];\n" +
  "    \n" +
  '    var kb = new GlideRecord("kb_knowledge");\n' +
  '    kb.addQuery("workflow_state", "published");\n' +
  '    kb.addQuery("short_description", "CONTAINS", query);\n' +
  "    kb.setLimit(3);\n" +
  "    kb.query();\n" +
  "    \n" +
  "    while (kb.next()) {\n" +
  "        articles.push({\n" +
  '            number: kb.getValue("number"),\n' +
  '            title: kb.getValue("short_description"),\n' +
  "            sys_id: kb.getUniqueValue()\n" +
  "        });\n" +
  "    }\n" +
  "    \n" +
  "    outputs.articles = JSON.stringify(articles);\n" +
  "    outputs.article_count = articles.length;\n" +
  "})(inputs, outputs);"

MCP 工具集成

可用的 VA 工具

工具	用途
snow_create_va_topic	创建主题
snow_create_va_topic_block	添加对话块
snow_discover_va_topics	查找主题
snow_send_va_message	测试对话
snow_get_va_conversation	获取对话历史
snow_handoff_to_agent	转接给 Agent

示例工作流

// 1. Create topic
var topicId = await snow_create_va_topic({
  name: "IT Equipment Request",
  description: "Help users request new equipment",
  category: "IT Support",
})

// 2. Add greeting block
await snow_create_va_topic_block({
  topic: topicId,
  name: "greeting",
  type: "text",
  order: 100,
  message: "I can help you request new IT equipment!",
})

// 3. Add prompt block
await snow_create_va_topic_block({
  topic: topicId,
  name: "equipment_type",
  type: "prompt",
  order: 200,
  message: "What type of equipment do you need?",
  quick_replies: ["Laptop", "Monitor", "Keyboard", "Mouse"],
})

// 4. Test conversation
await snow_send_va_message({
  topic: topicId,
  message: "I need a new laptop",
})

最佳实践

1. 明确意图 - 每个主题只对应一个目的
2. 丰富训练 - 使用多种不同的话语
3. 优雅回退 - 处理未知输入
4. 快捷回复 - 减少输入
5. 确认 - 执行操作前先验证
6. 转接路径 - 始终允许转接给 Agent
7. 充分测试 - 测试多种对话路径
8. 角色风格 - 保持友好语气的一致性