UST Converse eliminates navigation friction by providing a conversational interface where users ask questions in natural language. The application intelligently:

•     Retrieves relevant Knowledge Base articles in seconds

•     Suggests appropriate Service Catalog items matching user intent

•     Surfaces employee request and approval statuses

•     Escalates complex issues to live agents when needed

**Business Impact:**

•     Reduced IT support ticket volume (self-service resolution)

•     Faster incident and request resolution

•     Improved end-user satisfaction and ServiceNow adoption

•     Lower operational costs through automation

•     Enhanced employee experience across HR, IT, and operations domains

LLM-agnostic conversational AI for ServiceNow

- Agentic 3-call intelligence – auto tool selection, response synthesis, and citation verification, with mixed-model optimization (GPT-4o-mini + GPT-4o) for speed and quality.
- Smart multi-source retrieval – relevance-ranked KB, catalog, and portal results with citation chips for trust.
- Personalized self-service tools – instant access to My Incidents, My Approvals, and live agent escalation.
- Enterprise-grade governance – encrypted audit trails, tunable relevance thresholds, and granular admin controls.