Happy-Technologies-LLC Agent Interaction Mining
Overview
This skill covers mining agent interactions across ServiceNow to discover automation opportunities. By analyzing conversation logs, incident patterns, request fulfillment data, and resolution workflows, you can identify repetitive tasks ripe for virtual agent deflection or flow automation.
Key capabilities:
- Analyze conversation transcripts from Virtual Agent and live agent sessions
- Identify high-frequency, low-complexity interaction patterns suitable for automation
- Discover common resolution paths and standardize them into bot topics
- Map handoff points between virtual and live agents to optimize escalation flows
- Quantify automation ROI by estimating time savings per pattern
- Generate prioritized automation candidate reports
When to use: When planning virtual agent expansion, identifying self-service opportunities, building a business case for automation investment, or optimizing agent workload distribution.
Prerequisites
- Roles:
admin,virtual_agent_admin, oritilwith reporting access - Plugins:
com.glide.cs.chatbot(Virtual Agent),com.glide.interaction(Agent Workspace) - Access: Read access to
interaction,sys_cs_conversation,sys_cs_message,incident,sc_req_itemtables - Data: At least 30 days of interaction history for meaningful pattern analysis
- Related Skills:
genai/build-agentfor implementing discovered automation candidates
Procedure
Step 1: Gather Interaction Volume Metrics
Retrieve overall interaction volumes to establish baseline and identify high-traffic categories.
MCP Approach:
Tool: SN-Query-Table
Parameters:
table_name: interaction
query: sys_created_on>=javascript:gs.daysAgo(30)^state=closed
fields: sys_id,number,channel,category,subcategory,assignment_group,assigned_to,opened_at,closed_at,close_code,short_description
limit: 500
REST Approach:
GET /api/now/table/interaction
?sysparm_query=sys_created_on>=javascript:gs.daysAgo(30)^state=closed
&sysparm_fields=sys_id,number,channel,category,subcategory,assignment_group,assigned_to,opened_at,closed_at,close_code,short_description
&sysparm_limit=500
&sysparm_display_value=true
Step 2: Analyze Virtual Agent Conversation Transcripts
Pull conversation messages to identify common intents and user language patterns.
MCP Approach:
Tool: SN-Query-Table
Parameters:
table_name: sys_cs_conversation
query: sys_created_on>=javascript:gs.daysAgo(30)^state=closed
fields: sys_id,number,topic,state,live_agent_transfer,user,sys_created_on,channel,resolution_code
limit: 200
Then retrieve messages for high-frequency topics:
Tool: SN-Query-Table
Parameters:
table_name: sys_cs_message
query: conversation=<conversation_sys_id>^ORDERBYsys_created_on
fields: sys_id,body,direction,sys_created_on,typed_text
limit: 50
REST Approach:
GET /api/now/table/sys_cs_conversation
?sysparm_query=sys_created_on>=javascript:gs.daysAgo(30)^state=closed
&sysparm_fields=sys_id,number,topic,state,live_agent_transfer,user,sys_created_on,channel,resolution_code
&sysparm_limit=200
&sysparm_display_value=true
Step 3: Identify Repetitive Incident Patterns
Query incidents to find high-frequency, short-resolution-time categories that indicate automatable tasks.
MCP Approach:
Tool: SN-Query-Table
Parameters:
table_name: incident
query: sys_created_on>=javascript:gs.daysAgo(30)^state=6^resolved_at!=NULL
fields: sys_id,number,category,subcategory,short_description,close_notes,resolution_code,assignment_group,calendar_duration,contact_type,reassignment_count
limit: 500
REST Approach:
GET /api/now/table/incident
?sysparm_query=sys_created_on>=javascript:gs.daysAgo(30)^state=6^resolved_at!=NULL
&sysparm_fields=sys_id,number,category,subcategory,short_description,close_notes,resolution_code,assignment_group,calendar_duration,contact_type,reassignment_count
&sysparm_limit=500
&sysparm_display_value=true
Step 4: Analyze Service Request Fulfillment Patterns
Identify catalog items with high volume and simple fulfillment workflows.
MCP Approach:
Tool: SN-Query-Table
Parameters:
table_name: sc_req_item
query: sys_created_on>=javascript:gs.daysAgo(30)^stage=closed_complete
fields: sys_id,number,cat_item,short_description,state,assignment_group,calendar_duration,approval,sys_created_on,closed_at
limit: 500
REST Approach:
GET /api/now/table/sc_req_item
?sysparm_query=sys_created_on>=javascript:gs.daysAgo(30)^stage=closed_complete
&sysparm_fields=sys_id,number,cat_item,short_description,state,assignment_group,calendar_duration,approval,sys_created_on,closed_at
&sysparm_limit=500
&sysparm_display_value=true
Step 5: Map Agent Handoff Points
Identify where virtual agent conversations escalate to live agents and why.
MCP Approach:
Tool: SN-Query-Table
Parameters:
table_name: sys_cs_conversation
query: live_agent_transfer=true^sys_created_on>=javascript:gs.daysAgo(30)
fields: sys_id,number,topic,live_agent_transfer,transfer_reason,user,sys_created_on
limit: 200
REST Approach:
GET /api/now/table/sys_cs_conversation
?sysparm_query=live_agent_transfer=true^sys_created_on>=javascript:gs.daysAgo(30)
&sysparm_fields=sys_id,number,topic,live_agent_transfer,transfer_reason,user,sys_created_on
&sysparm_limit=200
&sysparm_display_value=true
Step 6: Check Existing Knowledge Coverage
Determine whether knowledge articles exist for the top interaction patterns.
MCP Approach:
Tool: SN-Query-Table
Parameters:
table_name: kb_knowledge
query: workflow_state=published^active=true
fields: sys_id,number,short_description,topic,category,sys_view_count,sys_updated_on
limit: 100
REST Approach:
GET /api/now/table/kb_knowledge
?sysparm_query=workflow_state=published^active=true
&sysparm_fields=sys_id,number,short_description,topic,category,sys_view_count,sys_updated_on
&sysparm_limit=100
&sysparm_display_value=true
Step 7: Score and Prioritize Automation Candidates
Compile findings into a scored ranking using these criteria:
| Criterion | Weight | Scoring |
|---|---|---|
| Interaction volume | 30% | High (>50/month)=3, Medium (20-50)=2, Low (<20)=1 |
| Resolution complexity | 25% | Simple (1-step)=3, Moderate (2-3 steps)=2, Complex (4+)=1 |
| Current resolution time | 20% | >30 min=3, 15-30 min=2, <15 min=1 |
| Knowledge availability | 15% | KB exists=3, Partial=2, None=1 |
| Handoff frequency | 10% | Low handoffs=3, Moderate=2, High=1 |
Step 8: Generate Automation Opportunity Report
Assemble the final report:
=== AGENT MINING REPORT ===
Period: [start_date] - [end_date]
Total Interactions Analyzed: [count]
Total Unique Patterns: [count]
TOP AUTOMATION CANDIDATES:
| Rank | Pattern | Volume | Avg Resolution | Score | Est. Savings |
|------|---------|--------|----------------|-------|--------------|
| 1 | Password reset | 245/mo | 8 min | 9.2 | 32 hrs/mo |
| 2 | VPN access request | 180/mo | 12 min | 8.7 | 36 hrs/mo |
| 3 | Software install | 150/mo | 15 min | 8.1 | 37 hrs/mo |
HANDOFF ANALYSIS:
- VA-to-Live transfer rate: [percentage]
- Top transfer reasons: [list]
- Recommended topic improvements: [list]
KNOWLEDGE GAPS:
- Patterns without KB articles: [list]
- Articles needing update: [list]
ESTIMATED ROI:
- Total automatable hours/month: [hours]
- Cost savings estimate: [amount]
- Implementation complexity: [low/medium/high]
Tool Usage
| Tool | Purpose | When to Use |
|---|---|---|
| SN-Query-Table | Bulk query interactions, incidents, requests | Pattern discovery across tables |
| SN-Get-Record | Read individual conversation or incident details | Deep-dive on specific patterns |
| SN-Natural-Language-Search | Natural language search for related patterns | Finding similar interactions |
| SN-Get-Table-Schema | Discover available fields on interaction tables | Initial exploration |
Best Practices
- Analyze at least 30 days of data to capture seasonal and cyclical patterns
- Normalize short descriptions before grouping -- variations in wording mask true volumes
- Exclude outliers such as mass-created incidents from major outages
- Weight recency -- patterns trending upward are higher priority than declining ones
- Consider user satisfaction -- automate pain points with low CSAT scores first
- Validate with agents -- confirm findings with frontline staff who handle these interactions daily
- Start with quick wins -- target high-volume, low-complexity patterns for initial automation
- Track deflection rates post-implementation to measure actual ROI
- Revisit quarterly -- interaction patterns shift as services and user bases change
- Protect sensitive data -- redact PII from conversation transcripts before analysis
Troubleshooting
| Issue | Cause | Resolution |
|---|---|---|
| Low interaction count returned | Query date range too narrow or channel filter missing | Expand date range; remove channel filter to include all sources |
| Conversations missing messages | Message retention policy purged old data | Check sys_cs_message retention rules; use archived data if available |
| Categories all showing as "Other" | Incident categorization not enforced | Analyze short_description text instead; consider NLP clustering |
| Handoff reasons blank | Transfer reason field not configured in VA topics | Review VA topic configurations; check transfer_reason field population |
| Resolution times seem inflated | Includes wait time, not just handle time | Filter by calendar_duration vs business_duration; check SLA definitions |
| Duplicate patterns in results | Same issue categorized differently by different agents | Normalize by short_description similarity; group by resolution_code |
Examples
Example 1: Password Reset Automation Discovery
Scenario: Identify all password-reset-related interactions for bot automation.
Tool: SN-Query-Table
Parameters:
table_name: incident
query: sys_created_on>=javascript:gs.daysAgo(30)^short_descriptionLIKEpassword^state=6
fields: number,short_description,category,subcategory,calendar_duration,assignment_group,resolution_code
limit: 100
Finding: 245 password reset incidents/month, average resolution 8 minutes, 95% resolved with standard procedure. Recommended action: implement VA topic with LDAP integration for self-service password reset.
Example 2: Software Request Pattern Analysis
Scenario: Analyze software installation requests to identify top candidates for catalog automation.
Tool: SN-Query-Table
Parameters:
table_name: sc_req_item
query: sys_created_on>=javascript:gs.daysAgo(30)^cat_item.categoryLIKEsoftware^stage=closed_complete
fields: number,cat_item,short_description,calendar_duration,approval
limit: 200
Finding: Top 5 software requests account for 60% of all software RITMs. All have standard approval and deployment processes suitable for SCCM/Intune automated fulfillment.
Related Skills
genai/build-agent- Build custom AI agents from discovered patternsgenai/flow-generation- Generate automation flows for identified candidatesgenai/playbook-generation- Create playbooks for agent-assisted automationknowledge/gap-analysis- Identify knowledge gaps aligned with interaction patternsreporting/trend-analysis- Trend analysis for interaction volume forecasting