What's been your NOW Assist experience

[GChanner]

Hi,

We have implemented NOW Assist as a pilot and the test group will be our service desk (SD) tier 1 group. I have activated the OOTB skills listed below however in testing with the group we found that the current OOTB skills does not add much value for the group. For other fulfillers other than the service desk, we do see the value but not SD tier 1.

Skills activated:

• Incident Summarization
• Incident Assist
• Email notification
• Knowledge Article Generation
• Resolution Notes Generation
• Now Assist in Virtual Agent

Note: We do not use Chat as a channel in the organization, therefore I did not activate those skills. Our primary channels are phone and the service portal

I know we can build custom skills which now leads to my questions:

1. Other than the above, what are some skills we can build that may help the SD tier 1 agents?
2. How are other organizations using Now Assist for service desk/help desk tier 1 support?

My goal is to compile a list of uses-cases that may help us determine the ROI. Again the current focus/POC is the service desk/help desk tier 1 support.

Any help will be greatly appreciated

Thanks

Garfield

[Jennifer Metz]

Hello @GChanner,

Most of the clients I’ve worked with are still in the early stages of their Now Assist journey as well, but I wanted to share the Now Assist Use Case Library in case you haven’t come across it yet.

Hopefully this will help generate some ideas.

[GChanner]

@Jennifer Metz 

Thank you for sharing the link. I have enabled all the OOTB skills for ITSM (which are on the link) but the feedback from the SD is that Now assist is not providing much benefit to T1's who handles approx. 10K per month with an average call time of 6 minutes.

I am also exploring use-cases to build custom skills or Agents per these cases.

Our objective for NOW Assist is to see if it can help reduce T1 call times.

Thanks you

Garfield

[Jennifer Metz]

That is completely understandable. Let me ask around my practice and see what some of my colleagues have been doing. I am curious myself to see what other use cases and possibilities are out there.