How can we make Now Assist more conversational and interactive

[PRajasekhar]

How can we make Now Assist more conversational and interactive? For example, when I ask a question and it returns a knowledge article summary, it doesn’t follow up to ask if the answer was helpful. Ideally, if the user indicates the answer wasn’t helpful, Now Assist should either ask a more relevant follow-up question or continue the conversation until the user gets a satisfactory answer. If the issue remains unresolved, it should seamlessly escalate to a live agent channel based on the context of the conversation. Can this kind of conversational flow be implemented?

[Bhuvan]

@PRajasekhar 

Please check below links, Now Assist LLM is different to Virtual Agent and you do not need to build topics rather train the model for Generative AI Skills

https://www.servicenow.com/au/standard/resource-center/infographic/ai-infographic-layout.html

https://www.servicenow.com/docs/bundle/zurich-intelligent-experiences/page/administer/now-assist-pla...

https://www.servicenow.com/docs/bundle/zurich-intelligent-experiences/page/administer/now-assist-adm...

If this helped to answer your query, please mark it helpful & accept the solution. 

Thanks,

Bhuvan

[Dr Atul G- LNG]

Hi @Bhuvan  

Thanks for correcting me.

@PRajasekhar 

It more on AI Skill kit. 

https://www.servicenow.com/docs/bundle/yokohama-intelligent-experiences/page/administer/now-assist-s...

[Bhuvan]

@Dr Atul G- LNG 

Thanks, glad to know it helped !

@PRajasekhar 

As per community guidelines, you can accept more than one answer as accepted solution. If my response helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan