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:
Other than the above, what are some skills we can build that may help the SD tier 1 agents?
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
