Profanity filter for agent chat
Prevents agents from sending messages that include profane language or forbidden keywords to requesters.
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About
Profanity filter for Agent Chat keeps conversations clean by preventing agents from sending messages that contain profane language or forbidden keywords to requesters. ServiceNow’s Machine Learning (ML) algorithm checks every outgoing message sent by agents for profane language. If profane language is detected in a message, the Profanity Filter prevents the message from being sent to the requester and informs the agent that the message contains forbidden keywords.
Key Features
- ML algorithm analyzes the words and phrases in the context of the entire message. This allows for a more intelligent determination of whether a forbidden keyword may be considered profane by the requester.
- Ability to configure a profane message violation threshold for agents based on the number of profane messages sent. Agents will receive updated warnings as they approach the violation threshold. If they meet or exceed the violation threshold, the chat supervisor will be alerted with the option to join the conversation.
- Customers can switch between ML-based and keyword-based detection. Customers have the ability to curate their own custom forbidden keyword list.
- Chat supervisors can view a log of all messages with profane language and the names of the agents who sent them.
- Messages with profane language are not displayed to the requester but are highlighted on internal transcripts.