At the heart of the Vancouver release is Now Assist, our enterprise-grade GenAI experience for every workflow. With the Vancouver release, ServiceNow is supercharging our platform to help customers harness the power of GenAI across every workflow, business function, and persona.
Now Assist for HR Service Delivery improves productivity and efficiency for HR teams with instant summaries of case topics and chat engagement history, and unlocks self-service with intelligent search for employees. It helps HR leaders drive productivity and operational efficiency, reduces redundant, manual tasks for HR teams, and gets employees the answers they need quickly with little disruption to their day. HR managers can handle issues from payroll discrepancies to paperwork changes without needing to sift through loads of information by reviewing instant summaries of case topics, previous history from live chat and Virtual Agent interactions, as well as previous resolutions and actions taken. This gives HR teams the context they need to solve problems quickly and confidently.
With Now Assist, we are providing our customers with broad and secure large language model (LLM) support through either general-purpose LLMs or ServiceNow’s domain-specific models, which are purpose-built for our workflows, processes, and users. We are also introducing our generative AI pricing and packaging model, designed for flexibility and simplicity, so customers can accelerate the value of our generative AI capabilities.
Watch this demo on see how Now Assist powers every workflow.
AI embedded in the DNA of the Now Platform
- ServiceNow’s generative AI strategy provides customers with broad and secure LLM support, through either general purpose LLMs or ServiceNow‑developed models. General‑purpose LLMs provide customer flexibility and currently include access to Microsoft Azure OpenAI Service LLM and OpenAI API. Built into the Now platform, domain‑specific LLMs are designed specifically for ServiceNow’s workflows, use cases, and processes, and are tailored to agents, employees, customers, and IT administrators who use ServiceNow. This allows for an excellent end‑user experience, unprecedented time‑to‑market, and high levels of transparency and governance.
- For example, features within Now Assist in Search are powered by a ServiceNow fine‑tuned LLM based on the NVIDIA NeMo framework and served using NVIDIA Triton Inference Server software, both part of the NVIDIA AI Enterprise software platform. These features bring to market new capabilities built from the ServiceNow and NVIDIA partnership announced in May.
Read thoughts from Senior Vice President of Platform Jon Sigler on the Now Platform Vancouver release.
More on Now Assist for HRSD
Agents can summarize customer chat conversations, summarize case details, and generate case resolution information by using the generative AI skills:
- A case summary provides agents with a concise summary of a case. It enables agents to get context by gathering information about an issue and taking actions more quickly. It also enables agents to refresh and post the summary to the work notes.
- Case resolution notes provide context to other agents who might encounter similar cases.
- An interaction chat history provides context about the chat conversation to agents by specifying all points of the handoff, including the Virtual Agent conversation.
Employees can use Now Assist in search to get actionable answers and resolutions with a question & answer Genius Results card, in addition to the most relevant AI Search results that users expect. With Now Assist in virtual agent, employees will have a truly conversational experience, with more relevant, contextual, and intelligent responses. The same Generative AI techniques will power search & conversational experiences making sure the employees always get a unified & seamless experience!
Skills
The Now Assist for HRSD application provides the following generative AI skills that enable agents to understand the chat and case context and to propose resolutions more quickly:
Case summarization
Provides agents with a concise summary of a case, including the issue, actions taken, and resolution information, depending on the state of the case. Agents can view the summary of the case to understand the case context. Agents can also refresh and post the summary to work notes.
The following example shows an AI-generated case summary.
Resolution notes
Auto-generates the resolution notes for agents when the state of a case is changed to Closed Complete. Agents can accept the AI-generated notes or edit the notes before saving it to the case.
The following example shows AI-generated resolution notes.
Chat summarization
Provides agents with a chat summary of all points of the handoff, including the Virtual Agent conversation and the live agent conversation:
- Quick action summary: Provides a concise summary of the interactions with the quick actions that the agent took.
- Virtual Agent handoff summary: Summarizes the chat when Virtual Agent hands off the chat to a live agent.
- Chat wrap up summary: Accelerates the wrap-up time by populating the full chat summary when a conversation ends.
- Chat wrap up short description: Accelerates the wrap-up time by populating the short description that summarizes the requester issues.
The following example shows an AI-generated chat summary.
Now Assist Panel in the Agent Workspace for HR Case Management
The Now Assist panel provides agents with a conversational interface that they can use to request chat and case summaries on demand.
Now Assist in Search
Now Assist in Search showcases question answering as ServiceNow's first platform capability powered by generative AI. With the application enabled, when employee post questions in Portal, Employee Center, Next Experience, or VA, they will see referenced natural language responses based on customers Knowledge content. A true enterprise generative AI application, Now Assist in Search allows customers to focus responses on customer-specific content, ensures that access rights to that content are respected, and can reduce the risk of hallucination and inappropriate responses.
Key Features
Generative AI Q&A Genius Results in Portal, Employee Center, VA, and Next Experience.
Additional requirements
Now Assist is available for Vancouver Patch 2 and later. The Next Experience UI Framework must be enabled to use the Now Assist panel.
Browser requirements
Now Assist supports various browsers, including Google Chrome and Microsoft Edge. Now Assist is not supported in Microsoft Internet Explorer.
Localization information
Now Assist is currently available for English only.
System Requirements
- Vancouver patch 2+
- Generative AI Controller 3.0.1+
AI limitations
This application uses artificial intelligence (AI) and machine learning, which are rapidly evolving fields of study that generate predictions based on patterns in data. As a result, this application may not always produce accurate, complete, or appropriate information. Further, there is no guarantee that this application has been fully trained or tested for your use case. To help mitigate these issues, we strongly recommend that you test and evaluate your use of this application for accuracy as appropriate for your use case, employ human review as appropriate, and avoid relying solely on AI-generated outputs for decision-making purposes. This is especially important if you choose to deploy this application in areas with consequential impacts such as healthcare, finance, legal, employment, or infrastructure.
