Conversation Type Detection and Classification

Overview

This skill detects and classifies the type of conversation occurring in ServiceNow engagement channels (Virtual Agent, chat, email, portal) to enable intelligent routing and handling:

• Inquiry: Information-seeking questions about services, policies, or status
• Request: Actionable service requests or catalog orders
• Complaint: Expressions of dissatisfaction requiring service recovery
• Feedback: Constructive input about services, processes, or experiences
• Escalation: Urgent issues requiring immediate attention or management involvement
• Troubleshooting: Technical problem-solving requiring diagnostic steps
• Follow-up: Continuation of a previous conversation or existing ticket

When to use: When building Virtual Agent topic routing, when enriching interaction records with classification metadata, when automating conversation handoff decisions, or when analyzing conversation patterns for service improvement.

Prerequisites