Deflecting incidents in Now Assist for IT Service Management (ITSM) reference
Deflection retrieves user context and sentiment analysis to rephrase search queries for more relevant results.
User context information
The system retrieves the following user context information from the knowledge graph to personalize search results.
| Context type | Description |
|---|---|
| Hardware | The primary device used by the user. Examples: MacBook Pro, Dell Laptop, Windows Desktop. This context is applied to queries about device-specific issues. |
| Location | The user's office location or site. This context is applied to queries about location-specific services, networks, or resources. |
When user context is applied to queries
User context is applied to the search query only when the context is relevant to the issue description.
| Original description | User hardware context | Rephrased query that is passed to search |
|---|---|---|
| My laptop is not working | MacBook Pro | MacBook Pro not working |
| My laptop is stuck | MacBook Pro | MacBook Pro stuck |
| What is Outlook | MacBook Pro | Outlook overview. Note: Here, no context is applied. |
Sentiment analysis in responses
The system detects the emotional tone in the user's description and incorporates this sentiment in the response. When the user expresses frustration or urgency, Now Assist for ITSM acknowledges the concern in the response. For example, if the user types I am frustrated. My laptop is broken, the response begins with I understand your frustration with your broken MacBook Pro and returns solutions in order of relevance.