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Set up Virtual Agent for Universal Request › Configuring Universal Request › Setting up and configuring Universal Request › Universal Request › Employee Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Enable Natural Language Understanding model for Universal Request topic

Apply the Natural Language Understanding vocabulary in the Universal Request application to help the system to understand human-expressed language.

Before you begin

Role required: admin

To use the Universal Request topic for your chatbot conversations, select and enable the Natural Language Understanding (NLU) model. For more information, see Configure Natural Language Understanding in Virtual Agent.

Procedure

  1. Navigate to All > Collaboration > Virtual Agent > General Settings.

  2. On the NLU Settings tab, select Enable NLU in Virtual Agent to make it active.

  3. Select ServiceNow NLU in the NLU service provider drop-down list.

  4. Select Save.

Parent Topic:Set up Virtual Agent for Universal Request