5 Practical Ways Now Assist Helped Our Service Desk — And 2 Surprising Limitations
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
11 hours ago
I’ve been working with Now Assist in our Service Desk environment for a while now, and instead of sharing the usual “marketing-style” benefits, I wanted to post something real and practical from day-to-day experience.
Here are the 5 ways Now Assist actually added value, along with 2 situations where the AI still struggles.
1. Suggested Responses → Faster First Replies
This is the biggest win.
When agents open a ticket, Now Assist suggests a clean, ready-to-send response based on the issue.
It helped us:
reduce time spent crafting replies
maintain consistent communication
support new agents who aren’t confident with wording yet
Even shaving off 10–20 seconds per ticket adds up quickly in high-volume queues.
2. Ticket Summaries Save Time During Handoffs
Before Now Assist, if an agent picked up a ticket mid-way, they had to read long comment histories.
Now Assist gives a short summary that captures:
what happened
what was tried
what’s pending
This made shift handovers smoother and improved SLA adherence.
3. Knowledge Suggestions → Fewer Repeated Questions
Now Assist highlights the most relevant Knowledge Articles right inside the ticket.
This helped new agents solve issues faster and reduced dependency on seniors for common troubleshooting.
4. Drafting Knowledge Articles Becomes Easier
Agents can use Now Assist to create a first-draft KA based on ticket details.
We still refine the content, but it speeds up documentation by a lot.
5. Better Clarity When Reviewing Complex Tickets
When escalations come in, we use Now Assist to quickly summarize long, messy tickets.
It shows:
what the user originally asked
key steps
blockers
unresolved points
This reduces back-and-forth and helps leaders make decisions faster.
-> Where Now Assist Struggles (Honest Take)
1. Unclear or Poorly Written Tickets
If the user writes a very vague description (“Laptop not working pls fix ASAP”), the AI’s suggestions also become vague.
Garbage in → garbage out.
2. Tickets With Heavy Technical Logs
Now Assist sometimes misinterprets system logs or stack traces.
It’s helpful for summaries, but not for deep troubleshooting.
Overall Takeaway
Now Assist is not a magic solution — but it’s a genuinely helpful tool for speeding up responses, summaries, documentation, and onboarding.
The biggest improvements we saw were in:
response consistency
handoff clarity
reducing repetitive efforts
saving agent time during peak load
I'd love to know:
How has Now Assist worked for you in real-world operations? Any unique use cases you’ve tried?
