Overview

This use case demonstrates how a non-technical user was able to build a functional, intelligent customer support bot—complete with Retrieval-Augmented Generation (RAG), ServiceNow integration, and live agent escalation—using Zammo Agents and plain natural language prompts. The entire experience was designed, configured, and tested within minutes, without writing a single line of code.


Challenge

Organizations often need AI-powered bots that can:

Traditionally, building a bot with this level of functionality required cross-functional teams, developers, and significant lead time. Zammo changes that.


Solution with Zammo Agents

Using Zammo’s no-code Agent Designer, a user was able to create a fully functional bot by simply describing what it should do.

🧠 1. RAG-Powered Responses

The user instructed the agent to answer questions using content from an indexed knowledge base. Thanks to Zammo’s support for Retrieval-Augmented Generation (RAG), the bot was able to generate context-aware responses with real-time reference to internal documents and external content—citing sources transparently to build trust with end users.

Example prompt in Agent Designer:

“Use my RAG project to help answer customer questions.”


🔄 2. Seamless ServiceNow Integration

Zammo Agents come with built-in integration capabilities. In this case, the user connected the bot to ServiceNow by selecting the appropriate preconfigured skill. The agent was immediately able to create, retrieve, and check the status of tickets—all triggered by plain language inputs from end users.

Bot interaction sample:

User: “Can I submit a support request?”

Bot: “Sure, I can help with that. What issue are you having?”

(Bot collects details and automatically creates the ticket in ServiceNow.)