AI-powered deflection layer for ServiceNow
Done0 complements your ServiceNow investment with an intelligent AI layer that deflects tickets, imports KB articles, and syncs incidents seamlessly.
Done0 does not replace ServiceNow — it makes it better. By adding a conversational AI layer in front of your ServiceNow instance, employees get instant answers while your ITSM processes remain intact. Done0 imports your ServiceNow knowledge base articles, syncs incident data bi-directionally, and routes unresolved issues back to ServiceNow with full AI conversation context.
Setup in a Few Steps
Connect to ServiceNow
Authenticate Done0 with your ServiceNow instance using OAuth 2.0 or basic auth. Configure API access for incidents, knowledge, and CMDB.
Import Knowledge Base
Sync your ServiceNow knowledge base articles into Done0. Articles are embedded for vector search and kept in sync with scheduled imports.
Configure Incident Sync
Map Done0 ticket fields to ServiceNow incident fields. Set up bi-directional sync for status updates, comments, and resolution tracking.
Define Routing Rules
Configure which types of requests the AI handles autonomously and which are routed directly to ServiceNow assignment groups.
Launch & Monitor
Go live with the AI layer, monitor deflection rates in the Done0 dashboard, and continuously improve by reviewing escalated incidents.
Integration Features
Complementary AI Layer
Done0 sits in front of ServiceNow, handling what AI can resolve and passing everything else through with enriched context.
KB Article Import
Import ServiceNow knowledge base articles automatically. Vector embeddings enable semantic search across your entire knowledge corpus.
Bi-Directional Incident Sync
Incidents created by Done0 appear in ServiceNow. Status changes and resolutions in ServiceNow flow back to the employee.
CMDB-Aware Responses
The AI leverages ServiceNow CMDB data to provide context-aware responses based on the employee assets and services.
Deflection Analytics
Track how many incidents the AI deflects from ServiceNow, measure cost savings, and identify new automation opportunities.
Assignment Group Routing
When escalation is needed, Done0 routes to the correct ServiceNow assignment group based on AI classification and your routing rules.
Frequently Asked Questions
No. Done0 complements ServiceNow by adding a conversational AI layer that deflects common issues before they become incidents. Your ServiceNow workflows, SLAs, and processes remain unchanged. Done0 handles the front line while ServiceNow manages the full ITSM lifecycle.
Done0 connects to the ServiceNow Knowledge API to import articles. Articles are processed, chunked, and embedded as vectors for semantic search. Scheduled syncs keep the content up to date. Both public and role-restricted articles are supported.
Yes. Done0 can query ServiceNow CMDB via the Table API to enrich AI responses with asset information, service dependencies, and configuration data. This enables context-aware troubleshooting based on the specific hardware and software the employee uses.
Done0 uses AI classification to determine incident priority based on impact and urgency signals from the conversation. The priority mapping is fully configurable and respects your existing ServiceNow priority matrix.
Ready to transform your IT support?
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