I have a ServiceNow Custom Scoped application that implements Incident and Change Management functionalities by inheriting those tables as a new scoped application table.
I have a requirement where the clients would like to see the solution of incident tickets based (and sometimes even suggestions) on Implementing AI to learn from older tickets, kb articles, and Question and Answer feedback from clients which were recorded on the additional comments of the incident form.
I read about ServiceNow's Generative AI and NOW Assist but I don't know how those can be used to analyze old ticket information to get and suggest precise solutions for new tickets. Can someone please help me by providing some information on how these AI Capabilities can be implemented for my requirements?
