Profanity filter for agent chat
Prevents agents from sending messages that include flagged words and phrases to requesters.
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About
Profanity filter for Agent Chat keeps conversations clean by preventing agents from sending messages that contain flagged words and phrases to requesters. ServiceNow’s Machine Learning (ML) algorithm checks every outgoing message from agents for flagged words and phrases. If any flagged words or phrases are detected, the Profanity Filter prevents such messages from being sent to the requester and informs the agent that the message contains a flagged word or phrase.
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 flagged word 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 keyword list.
- Chat supervisors can view a log of all messages with flagged words and phrases and the names of the agents who sent them.
- All messages with flagged words and phrases are not displayed to the requester but are highlighted on internal transcripts.