ServiceNow Gets Smarter with NOW Assist

Generative AI-powered, ServiceNow's NOW Assist is a powerful AI suite that transcends departmental boundaries. Unlike traditional ServiceNow AI/ML functionalities like classification and clustering, NOW Assist leverages generative AI to transform how users interact with the entire ServiceNow platform. Let's explore how it empowers everyone in the ecosystem.

It's like having an intelligent assistant seamlessly integrated within your ServiceNow instance, catering to every user role. NOW Assist streamlines processes, boosts efficiency, and personalises department experiences. It's not just for IT; it's for everyone using ServiceNow.

Benefits for Every User:

• Customer Self-Service:?The AI-powered Virtual Agent empowers customers to troubleshoot common issues independently, reducing resolution times and call volumes. It can converse, complete forms, and even submit it for you for approval when required.
• Agent Productivity:?Imagine a typical day in your IT service department: a continuous stream of tickets and shifting agent shifts. NOW Assist is your digital aide, summarising complex tickets, offering solutions, and drafting responses. It provides digital handovers during shift changes, summarising open cases, urgent priorities, and areas needing immediate attention. This seamless transition saves time and maintains continuous productivity, eliminating lengthy handover sessions.
• Developer Acceleration:?No more hours spent coding from scratch. NOW Assist translates comments into JavaScript code and generates workflow blueprints from plain language, accelerating development cycles for all skill levels.

?Benefits for Administrators

• Streamlined Management: NOW Assist provides administrators with tools to manage workflows more efficiently, automating routine tasks and offering intelligent insights for optimisation.
• Enhanced Analytics: AI-driven data analysis allows administrators to gain deeper insights into system performance, user engagement, and operational efficiency.
• Customisation and Control: Administrators can tailor NOW Assist’s AI capabilities to align with specific organisational needs, ensuring a personalised and effective ServiceNow environment.

How NOW Assist Works

NOW Assist integrates ServiceNow's own large language model (LLM) trained on a wealth of ServiceNow-specific data, making its insights and actions highly relevant and effective. It connects seamlessly with the ServiceNow platform, enhancing various functions, including IT Service Management (ITSM), Customer Service Management (CSM), Field Service Management (FSM), and developer workflows. Additionally, NOW Assist can connect with general-purpose AI models via LLM servers, further expanding its capabilities and ensuring accurate, context-aware operations within the ServiceNow ecosystem. This integration provides a smooth, intuitive user experience, enhancing existing workflows and introducing new efficiencies.

Now Assist Functions

NOW Assist provides a suite of AI-powered tools embedded directly within ServiceNow. It aims to streamline workflows, boost productivity, and improve overall user experiences. NOW Assist tackles tasks like summarising lengthy incident descriptions, suggesting relevant knowledge articles, drafting responses, and accelerating development processes by turning plain language into workflows and code. With NOW Assist, everyone using ServiceNow can work faster and smarter.

Virtual Agent Assistance

• Conversational AI Chatbot:?Creates advanced chat experiences for service portals, guiding users to solutions (knowledge articles, forms, etc.).
• Multi-turn Conversations:?Handles complex queries, allowing users to provide more information within the chat for issue resolution.
• Chat Summarisation:?Distills previous chatbot interactions into a summary for agents, providing quick context for case handovers.

Agent Productivity

• Incident/Case Summarisation:?Processes long descriptions into concise summaries for faster agent understanding.
• Knowledge Article & Solution Recommendations:?Suggests relevant articles and possible solutions based on case details.
• Response Drafting:?Generates email or knowledge article drafts, streamlining communication and agent workload.

Development Acceleration

• Flow Designer Assistance:?Translating natural language descriptions into workflow blueprints makes workflow creation easier.
• Code Generation:?Converts code comments into usable JavaScript code, helping developers of all skill levels.
• Workflow Recommendations:?Suggests actions and components directly within the workflow design process for improved efficiency.

Field Service Management Assistance

• Proactive Service Optimisation:?AI-powered insights and recommendations to predict potential issues and optimise field operations.
• Technician Efficiency:?This improves technician productivity with better routing, resource allocation, and access to the right knowledge.

Generative AI Controller

ServiceNow also provides a Generative AI Controller, which integrates directly with OpenAI, Azure OpenAI, Google Cloud, and Aleph Alpha LLMs. With Flow Designer and Virtual Agent Designer, you can create your own use cases for AI-generated text and sentiment analysis, including advanced workflows and custom scripts. You can also create your own prompts from scratch.

A Solution for Every Workflow

One of the key strengths of NOW Assist is its versatility. It extends beyond specific workflows. Whether managing IT incidents, streamlining customer service interactions, or optimising field operations, NOW Assist provides relevant AI-powered assistance that seamlessly integrates with your existing ServiceNow processes.

Conclusion

NOW Assist marks a significant leap forward in ServiceNow's AI capabilities. It's not just another tool – it's a transformational force that empowers users across the platform. By streamlining workflows, boosting productivity, and enhancing the user experience for everyone, NOW Assist unlocks the full potential of ServiceNow, propelling your organisation towards a future of efficiency and innovation.

To learn more about NOW Assist, please check this ServieNow site.