Hi all,
I’m currently using the Email Recommendation skill in ServiceNow Now Assist and have come across an issue when generating AI email responses.
When an email template (used for signature/footer) is present, the AI-generated response appears to use the content of the template/signature as the source, rather than the actual case details. This results in responses that are not relevant or meaningful.
At the moment, the only workaround is to:
- Remove the signature/footer
- Generate the AI response
- Then manually re-add the signature
As you can imagine, this is not practical for day-to-day use.
Has anyone experienced this issue or found a way to:
- Prevent the AI from using the signature/template as input
- Or configure it so that it focuses on the case content instead
Any guidance or best practices would be greatly appreciated.
Thanks in advance!
