How to use AI to give solutions for incidents based on previous incidents and other data?

[Navaneeth1]

Is there a way to let ServiceNow use machine learning to Train ServiceNow from the information provided on incident tickets and documents we could feed and then respond to Support technicians when they ask questions?

Based on some reading I realized Now Assist could do the job but I wanna know if there are other alternatives. So far we have an incident management system and a knowledge base associated with it in the Classic Platform view. Is a workspace view needed to implement such a functionality?

The machine learning part should also consider information taken from the comments on the incident tickets as well. We'd also like the ability to feed this AI with some internal documents that could be used for responses.

The expected AI responses would be:
1. Answer questions on how to resolve an issue.

2. Summarize the resolution and give resolution notes.

3. Find incidents associated with similar issues and summarize on how those were solved and how that can be applied here.

If Now Assist is the solution, can someone please tell me how to get started with that? Should we create a workspace and virtual agent first? or is there a way to make use of this tool from the classic view itself? After that how the training should be done, which plugins should be activated?

Also, what would be the pricing plan associated with Now Assist?

[Dr Atul G- LNG]

Hi @Navaneeth1 

AI and Now Assist are new in ServiceNow, I will not very new but yes we ppl are getting attracted about same recently. AI or Now Assist are tools./ bots which we configured , we trained and then that read the old data and help use to resolve the issue. We are very early state of Now Assist as per your requirement.

I will say , do these courses on Now Learning to get more about Now Assist. Regarding price, please reach out to your SN Account manager.  

https://learning.servicenow.com/lxp/en/app-engine/now-assist-for-creator-implementer?id=learning_pat...

https://learning.servicenow.com/lxp/en/now-platform/now-assist-essentials?id=learning_course_prev&co...

https://learning.servicenow.com/lxp/en/it-service-management/now-assist-for-it-service-management-it...

[Community Alums]

Hi @Navaneeth1,

You can start with the servicenow docs to have the configs in place-

https://docs.servicenow.com/bundle/washingtondc-intelligent-experiences/page/administer/now-assist-p...

I would recommend to check with your ServiceNow rep for your org on the pricing.
Also they can help you with getting this kick started in your instance.

If my response has resolved your query, please consider giving it a thumbs up ‌‌ and marking it as the correct answer‌‌!

Thanks & Regards,

Sanjay Kumar

[TP10]

Hi, wanted to check if you had implement any of the AI features in the instance. i'm currently in same phase looking to implement AI features in workspace, case module and virtual agent.

[Tdalton]

From my experience, you don’t necessarily need to switch to a workspace view for Now Assist, but it might streamline things depending on your setup. When I first explored AI in ServiceNow, I started by feeding it internal docs and incident notes, and it was amazing how quickly it learned and started making useful suggestions! If you’re looking to explore more options, you might want to try some free AI tools to test out what works before fully committing. As for training, it’s all about feeding the tool more data and fine-tuning it over time. The pricing for Now Assist is a bit tricky since it depends on your organization’s needs, but starting with a trial could help you get a feel for it!