The November 2024 release introduces a suite of powerful capabilities designed to drive employee, agent, and admin productivity. Let's dive into these exciting features in this release!
Knowledge Blocks and Attachments in Now Assist for Search
Persona: Employees
Activation: Install the Now Assist for HR v7.0 and Now Assist in AI Search – v8.0 plugins
Image: Knowledge Blocks and Attachments in Now Assist for Search
With Knowledge Blocks in Now Assist for Search, customers can now search content in Knowledge blocks while having the existing ACLs & User Criteria be honored. In addition, customers can search content in attachments stored on Knowledge records. Content types would include PDF, DOC, HTML, TXT, and PPT. These capabilities allow for better searchability for employees so they can quickly find relevant and personalized answers to their questions. Note that this capability is available for standard search and for Now Assist for Search.
Now Assist Analytics
Persona: Admins, HR/IT leaders
Activation: Install the Now Assist for HR v7.0
Image: Now Assist Analytics
Now Assist Analytics provides out of the box dashboards to monitor usage and value metrics. Customers can gain insights into adoption, employee and agent productivity, and make more informed decisions for their organization. This capability comes with consistent data source framework & pipeline that can handle focus areas of 1) Deflection/Success Rate; 2) Skills Usage & Efficiency; 3) Agent Productivity; 4) Summarization value; 5) KB article coverage and utilization. Now Assist Analytics utilizes Performance Analytics capabilities, indicators, and tables native to ServiceNow to provide these dashboards and visualizations to customers.
Key things to configure with Now Assist Analytics:
To activate this skill, customers can go to their Now Assist Admin Console and click on the “Analytics” tab. From there, customers can automatically start to see data on the dashboards. Customers can duplicate the dashboard pages maintained in the “Overall Health” and “Self Service Performance” dashboards and modify them as they see fit. The main landing page for the Skills Performance will not be editable.
Now Assist for Virtual Agent Enhancements
Persona: Employees, Admins
Activation: Install the Now Assist for HR v7.0
Image: Now Assist for Virtual Agent Enhancements
There are many exciting enhancements for Now Assist for VA in this release! Now Assist for VA comes with a modernized look and feel and can provide synthesized responses to employees. These responses are pulling information from Search, KB, and topics. It also have more conversational abilities, with multi-turn Q&A and intent switching, which means employees can ask follow-ups to clarify their intent or explore a topic. On top of that, it can also support small talk capabilities, which allows the system to gracefully handle intents such as greetings, exit, or gratitude. This Virtual Agent experience is providing smoother and more conversational experiences for employee self service.
LLM Topics for HRSD with Third Party Integrations – Workday, SuccessFactors, and Oracle
Persona: Employees, HR Admins, ServiceNow Admins
Activation: Install the Now Assist for HR v7.0 plugin, Enterprise Service Management Integrations framework
Image: LLM Topics for HRSD with Third Party Integrations
Expanding integration capabilities with Human Capital Management (HCM) systems like Workday, SuccessFactors, and Oracle is another significant new feature. This feature enables employees to complete actions in third-party systems through Virtual Agent (VA), enhancing self-service capabilities. Here are the out of the box use cases for this release:
Image: out of the box integration use cases for Oracle, Workday, and SuccessFactors
Key things to configure with LLM Topics for HRSD with Third Party Integrations:
Image: Integration Framework Decision Table
With an alteration to the Decision table and a creation of sub-flows, it can ease the integration experience and allow your organization to connect to your HCM systems. After doing this, you can go to the Virtual Agent Designer to configure your VA topic. For more information on configuration, please refer to the Product Documentation page.
Now Assist Guardian
Persona: Agents, Admins
Activation: Install the Now Assist for HR v7.0 plugin
Image: Agent experience when offensive content is blocked
Using Now Assist Guardian will allow customers to safeguard AI generated content. Admins can configure for offensiveness, prompt injection, and sensitivity detection filters in the Now Assist Admin Console.
To define offensive content, think of it as inappropriate responses being produced, such as profanity or toxicity being included in the response. As for prompt injection, admins can enable detection of malicious prompts that may manipulate the AI system into bypassing instructions or generating undesired outcomes. Lastly, for sensitivity filters, this is related to the Sensitivity Detection feature, which was released back in May. Admins can activate sensitive filters in the Now Assist Guardian and manage all the configuration in one place.
Key things to configure with Now Assist Guardian:
Image: Now Assist Guardian - Activate the skill - "Offensiveness for HRSD"
To get started, click on “Settings” in the Now Assist Admin Console. Click on “Now Assist Guardian” in the lefthand menu. From there, the page for “Offensiveness” will show up, and the skill can be activated under “Available for you”.
Image: Now Assist Guardian - Admins can choose what actions to take when offensive content is displayed or generated
In terms of actions, customers can choose whether the offensive content can be logged or blocked and logged.
Image: Now Assist Guardian - Activating Prompt Injection
As for prompt injection, the skill can be toggled on or off. Similar to the previous step in Offensiveness, customers can choose between the two actions on how to respond to prompt injection.
Image: Now Assist Guardian - Configuring Sensitive Filters
Image:Now Assist Guardian - Sensitive Filters - Reviewing General Details
To configure the sensitivity filters, customers can edit the out of the box filters. The first step in the configuration is reviewing the general details and the priority order in which the filter will show up on the list of filters (see previous image).
Image:Now Assist Guardian - Sensitive Filters - Sample Phrases
The second step is to add or edit sample phrases, which will help the LLM catch the sensitive topics.
Image: Now Assist Guardian - Sensitive Filters - Skill Applicability
Next, customers can add where this skill be applied.
Image: Now Assist Guardian - Sensitive Filters - Fallback Option in Virtual Agent
Lastly, customers can determine what actions the users can take when a sensitive topic is detected. A Virtual Agent fallback option can be configured using the Virtual Agent Designer.
For more information on Now Assist Guardian, please refer to this FAQ!
Multi-Lingual Support for Now Assist
Persona: Employees, Admins
Activation: Install the Now Assist for HR v7.0 plugin
Image: Multi-Lingual Support for NowLLM
With this capability, customers can allow text to be generated in different languages using NowLLM. This is applicable to the agent skills, such as Chat and Case Summarization, Resolution Notes Generation, and KB Generation. These skills will now be supported in multiple languages such as French, Canadian French, German, Japanese, Dutch, Spanish, Italian, Brazilian Portuguese.
Key things to configure with Multi-Lingual Support for NowLLM:
Image: Activating languages in Now Assist Admin Console
To get started, ensure that the supported language plugins are installed on the instance already. Check out this link for more information on how to install the languages on the instance.
After this, customers can go to the Now Assist Admin Console and click on the Settings tab. Under “Settings”, click on “Language and Region”. Under Native Translation, toggle it on and add the relevant languages.
For more information on multi-lingual support for NowLLM, please refer to this FAQ!
Email Reply Recommendation
Persona: Agents
Activation: Install the Now Assist for HR v7.0 plugin
Image: Email Reply Recommendation
Agent Email Reply Recommendation generates suggested responses for emails with editing options. This capability will offer recommendation for 'new' email and extend quick reply to finish existing draft, improving response times and reducing manual work for agents.
Key things to configure with Email Reply Recommendation:
Image: Email Reply Recommendation - Write with Now Assist in Now Assist Admin Console
To set up this capability, start by going to the Now Assist Admin Console. The first step is to activate Write With Now Assist, which is a feature that powers all of the writing capabilities on ServiceNow. Here, customers can define the actions that agents can take when drafting up email responses, error messages that can get displayed, and other criteria.
Next step is to define availability.
- Skill is always available: The skills is always available for logged-in users.
- Customize skill availability: Use the condition builder to select conditions that determine when the skill is available to users. The skill is available only when the selected conditions are met.
Image: Email Reply Recommendation - Email parameters
For the email parameters, select what input data is needed for this skill. There are grayed out fields that are read only, and these are fields that are necessary for this skill to work. Customers can choose to change the input table and input fields used to generate text. The “Relevant Knowledge Articles” is checked, which means that knowledge articles will be a part of the input data to help generate the email response recommendation. The “Template Recommendation” is also checked, which means that agents can use pre-existing template responses that were added to the instance by admins. These templates are not currently generated by Now Assist.
Image: Email Reply Recommendation - Where to display
Lastly, customers can determine where this skill should be displayed in the product.
This covers all the exciting new features in the November 2024 release! For other resources on the November 2024 release, check out the links below!
Resources:
1 Comment
