In May and June, we released several innovative updates and features for Now Assist. To learn more and download the applications, please visit the ServiceNow Store.
Now Assist Platform
- Dynamic Translation can now be used with Now Assist skills to translate any supported language into English for processing by the LLM, then translated back into the user’s chosen language.
- You can now connect to IBM’s WatsonX LLM with ease using the WatsonX spoke. Once the connection has been made, you can then build custom workflows using that LLM in Flow Designer, Virtual Agent Designer, and within scripts. Please note that you must purchase and manage the license for WatsonX yourself.
- Alternatively, you can choose to connect with any external LLM using our generic LLM connector when building custom workflows. The feature does not allow you to replace the usage of NowLLM in our OOTB skills however. To build this connection, you need to have a license, API key, endpoint, and the ability to write a transformation script that translates the input and response into friendly terms for the LLM/ServiceNow.
- Tracking of assists within Subscription Management now aggregates usage across all your instances to provide a more holistic view.
Now Assist in Knowledge Management
- Generate draft knowledge articles that document how to resolve a Case or Incident using the information contained in your records. Available across ITSM, CSM, and HRSD workflows. Learn more here.
Now Assist for Creator
We introduced three new skills that enable you to generate items by entering a text description of what you desire. The skills are as follows:
- Playbook Generation
- Catalog Items Generation
- App Generation
Summarization Skills
- Record Summarization
- You can now tailor summarization skills to your organization’s needs:
- Configure the prompt by adding additional base table fields, related table fields, and emails to the content to be summarized.
- Adjust prompt headers i.e. determining which information is important to include in the output summary e.g. actions taken, SLAs, affected CIs.
- Define the types of records that the summarization skill can be used within.
- Restrict the users of the skill by defining which roles can access it.
- Test your newly configured prompts via testing (consumes an assist).
- Chat Summarization: When transferring a live chat between agents, a summary will be generated, to provide the receiving agent with the necessary context.
- You can now tailor summarization skills to your organization’s needs:
Now Assist Panel
- The Now Assist panel will now automatically uptake any branding you define within Theme Builder.
Now Assist for Virtual Agent
- You now can migrate existing NLU topics to LLM based topics. This will facilitate your transition from the traditional NLU based Virtual Agent to Now Assist for Virtual Agent.
- You can now set up multiple assistant profiles with unique setup and promoted topics.
- Genius search results can now be presented in a carousel format.
- Search results are now synthesized across catalog and Virtual Agent Topics
Now Assist in AI Search
- AI Search can now connect with SharePoint to include results from documents stored there.
- Questions can now be answered with summaries sourced from multiple Knowledge articles.
You can find the links to all the store applications below:
