GenerativeAI properly trained through detailed, extensive data sets

Per-Kristian BM · ‎09-15-2023

3 questions:

1:

In the document on generativeAI, under the heading "how does generative AI work?" (Generative AI - ServiceNow)

it says:

To reiterate, generative AI operates on the principle of machine learning through the application of neural networks, allowing the AI to generate new content from provided prompts. But before a prompt is ever introduced, the AI needs to be properly trained through detailed, extensive data sets.

How many data sets is enough in this case? is it a minimum number? or does it depends on how consistent the answer is before the AI can conclude on the answer?

2:

example: A customer wants to get value of NowAssist in Agent workspace. they have 40 thousand incident and incident task records. How ever, many of these records have less detailed work notes, comments and resolution notes. for example, I am generalizing a bit here, but I see support agents write "talk to the user on teams. issue fixed" in the resolution notes field in an incident, lets say the incident was short description "sound not working in teams"

My question. Will generativeAI at some point recognize the issue on "sound in teams not working", and NowAssist in agent workspace will recommend actions to the agent to: "talk to the user on teams to fix the issue"

Based on the data sets on incidents, this is the answer given my other agents on the same issue.

3:

Can the answer AI finds be based of knowledge records as well as work notes?

We work along the KCS principles and have over 1000 knowledge articles using the KCS template, meaning we have a very detailed overview on what users and agents search for and what the resolutions steps are. ODes generative AI give as much emphasis on knowledge records as it does work notes and other notes in other tasks?

Tricia Cornish · ‎10-17-2023

Thanks for pointing out the questions, @Per-Kristian BM I had missed these.
Predictive Intelligence does not work on work notes. Confirmed.

1. Now Assist does not read knowledge articles. To clarify, my statement is: "(AI Search) is the basis for Now Assist for AI Search - the output of a Genius Result is further summarized using GenAI for more personalized responses". We are aggregating information from your KB using AI Search, then the best of the best gets further summarized - Now Assist is not a separate search engine. Your delivery mechanism for Now Assist for Search is AI Search.
In my screenshots, this is regular AI Search with Genius Results (in vancouver, the EVAM card has been updated with "*AI Suggestion":

That same query on the portal with Now Assist Q&A is a summary of that same article.

The Now Assist Q&A is a Genius Result script so it looks at kb_knowledge. It is possible in this first iteration some kb configuration does make a difference. I had some issues with templates, and templates are stored in kb extended tables, and the script very specifically looks at the kb_knowledge root table (versus the kb_template_faq) but it could be user error.

I'm not sure I understand content in the article v fields. I believe the Now Assist Q&A script looks at genius result result, specifically the text in the article_body for the answer.

The benefits of Now Assist, summarizing a Genius Result surfaced by AI Search is that when questions are presented in a more conversational format, we can summarize and return an answer.

In my first two examples, "What is..." in both instances is a snippet or summary of the best predicted kb article. In this third screenshot, Now Assist can answer the question presented with a more conversational and intelligent answer.

2. In this first store release, English is the only supported language for Now Assist for Search.

Hope that helps!

View solution in original post

Tricia Cornish · ‎10-16-2023

@magnus_H_vik

The "Powered by Now Assist" is a Genius Results script executed in AI Search. It does not operate independent of the AI Search engine. Sorry!

Per-Kristian BM · ‎10-17-2023

@Tricia Cornish

Hi Tricia, I had a follow-up questions as well in addition to the one from Magnus, I hope you didn't miss it in the thread here? regarding fields and templates