AI-Powered ServiceNow Chat Triage with GPT-4 — Incident & Request Manager

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Automated Incident and Request Management in ServiceNow Who’s it for This workflow is designed for IT teams, service desk agents, and operations managers who use ServiceNow. It reduces manual effort by automatically classifying chat messages as Incidents or Requests, creating/updating them in ServiceNow, and summarizing ticket updates. What it does Receives incoming chat messages. Classifies the message as one of: Incident (something broken, unavailable, or a complaint) Request (access,