Have you ever felt that pain of frustration when GenAI generates something wildly different from what you envisioned? You’re not alone. Crafting the right prompts can unlock the full potential of AI, transforming frustrating moments into seamless, productive interactions. This is particularly crucial if you're using ServiceNow's Now Assist Skill Kit, a product designed to create custom AI skills tailored to your organization’s specific needs. And with the upcoming release of Agentic AI, both offer opportunities to maximize effectiveness today and into the future.
Here's the truth: many of us treat prompts as if they're the outcome rather than the instruction manual for achieving it. We say, "Write me something amazing," but we forget to explain what amazing looks like.
Instead of guiding the AI with specifics, we assume it just knows what we want. Spoiler alert: it doesn't. GenAI operates like a meticulous worker—it follows the instructions you give, no more, no less. Frustrating? Yes. Avoidable? Also yes. We need to stop expecting magic from vague prompts and start crafting detailed instructions to fix this.
Here's where the peanut butter and jelly sandwich comes into play: Remember the viral YouTube video "Exact Instructions Challenge" by Josh Darnit (check it out here)? In the video, the dad executes his kids' sandwich-making instructions to the letter, resulting in hilarious chaos. And this… is exactly how GenAI works. The dad is the AI; the kids are us, the users. Without clear instructions, you end up with peanut butter jars on bread instead of the sandwich you wanted. So, take a page from this video and treat your prompts like step-by-step recipes—clear, detailed, and frustration-proof.
Why Do Responses Miss the Mark?
GenAI doesn’t know what you’re thinking. It’s not telepathic—yet (cue ominous music). What it knows is what you tell it, and it will execute your instructions with the same precision as Josh Darnit did when his kids said, “Put peanut butter on the bread.”
In case you’re wondering, a "prompt" is simply the instruction you give to the AI, like a recipe guiding a chef. The more detailed the recipe, the better the dish—and the same goes for AI interactions.
As someone who has worked with numerous customers, I can’t tell you how many times I’ve seen frustration boil over—tables take an angry hit, and keyboards get punished. To keep it real, it happens to me as well. Most of the time, the issue is with unclear prompts—it’s not the AI’s fault, but ours (there, I said it), though other factors can sometimes play a role.
Imagine telling someone, “I want something sweet.” Now, instead of a long list of possibilities, think of saying, “I want a chocolate donut.” Clear, concise, and leaves no room for confusion.
The ServiceNow Now Assist Skill Kit is a powerful capability for creating custom AI-powered skills tailored to specific business needs. It works much like crafting a PB&J—specificity matters. When developing a skill, administrators must define its purpose, identify the intents, and provide clear, detailed prompts to guide GenAI effectively.
For example, a strong prompt for an HR-related skill might look like this:
"You are an HR assistant. Summarize the company’s PTO policies for employees who are new to the organization. The summary should include key details about how to check available PTO hours, how to submit a PTO request, and any restrictions or blackout dates."
Prompts like this ensure that Now Assist Skill Kit delivers accurate, actionable responses while aligning with the organization’s workflows. By iterating on prompts through testing, administrators can refine these capabilities to deliver consistent, high-quality interactions that meet business goals.
The Key to Getting What You Want: Be Specific
Here's the "aha!" moment: GenAI is your very literal Dad in the Exact Instructions Challenge. It doesn't assume, infer, or "just know" what you mean. To get the best results:
- Provide Context: Give background information. If you're asking for a summary, what's the main focus?
- Set the Tone: Want it formal? Casual? Include that in your prompt.
- Define the Outcome: Instead of saying, "Plan a meal," say something like, "Prepare a three-course dinner that includes a fresh garden salad, a main course of grilled salmon with roasted vegetables, and a dessert of chocolate mousse."
- Iterate: If the response isn't quite right, refine your prompt. Add details, clarify your instructions, or specify your desired output.
Why This Matters
Investments in products succeed when they’re adopted effectively. A single bad experience can erode trust and derail adoption, but clear prompts ensure better user experiences and maximum value.
ServiceNow’s Now Assist Skill Kit empowers administrators to design skills that address unique business challenges by leveraging precise prompts. Similarly, the upcoming Agentic AI will depend on clear and structured instructions to maximize its effectiveness. By prioritizing clarity in prompts, users can create intuitive interactions that drive adoption, enhance workflows, and deliver meaningful results. Think back to the Exact Instructions Challenge: Are you giving vague instructions or crafting precise guidance? The choice is yours—and so is the sandwich.
Happy prompting!
