Natural Language Processing Natural Language Understanding (NLU) is the AI technology that powers the ServiceNow Virtual Agent, and it is also incorporated into other ServiceNow applications such as AI Search. In addition to its built-in vocabulary, you can also add specific terms used in your organization, such as the names of systems or departments. And, because NLU is trained using real-world ServiceNow incident data, it’s optimized for your ServiceNow processes. Using ServiceNow NLU Workbench, you can harness this vocabulary to understand what your users are saying. Simply enter an intent such BookConferenceRoomand provide examples of different user utterances such as “I need a conference room tomorrow.” There’s no need to understand the underlying NLU technology, and you don’t have to provide every variation. The Now Platform is smart enough to figure it out. In addition to NLU, the Now Platform also supports Natural Language Query (NLQ). This allows you to query your ServiceNow data by entering plain language requests into the ServiceNow user interface. NLQ converts these requests into database queries. You can use NLQ to create reports, make queries in the ServiceNow Analytics Center, and sort lists. It’s also available in workspaces. Natural Language Query lets you easily explore your data and generate simple and intuitive visualizations. © 2022 ServiceNow, Inc. All Rights Reserved. Confidential. 24