Understanding NowAssist metrics and how to drive user adoption

[lukeu]

I have just recently enabled and rolled out NowAssist and using the functions like Incident Summarization, Closed Notes creations, AI KB creation, AI search for the service portal and virtual agent. What I've been struggling with is how to accurately understand the analytic metrics. Management would like to see how we are getting our ROI on this large investment, and I feel the NowAssist analytics is lacking and not every intuitive to understand. So I'm hoping that someone maybe with some more experience with the NowAssist functions, would be interested discussing some tips and tricks or pointing me to areas that would help me? 

I'm sure we all struggle with this next one, is getting users to use the new tool! I was wondering if people have suggestions on ideas they did to drive adoption of the tool, to use the self-help searching of the KBs to maybe resolve their issue before they just open a ticket?

[Brad_B]

Hi Luke - we're on the same journey currently doing a POC with NowAssist.  We have looked at the OOTB analytics and dashboards, but they seem fairly limited.  Trying to just find more data tables that capture what's happening and designing/building from there.  Let me know if you want to connect at some point.  Thanks.

[KPreston]

Driving different behavior is always a challenge, especially getting folks to self-help.  🙂  One method that we have found useful in the past is making sure that anyone guiding folks to an answer *shows* how they found the answer, essentially demoing use of KAs.  It is a slow method, but over time it can help the community see how to use the tools available, and grow use organically.  It also encourages creation and maintenance of the KAs so that they are more accurate.