NowAssist Chatbot pro and cons

[FrancescoF82933]

Hi all,

The scope of my post is to get as many info as possibile regarding the Now Assist Virtual Agent (chatbot) in order to be able to present it to a client and make it clear. I'm struggling to get specific info related to the chatbot from the documentation because it often deals with Now Assist in general more than virtual agent, so I'm here to ask somebody to provide some articles or information related specifically to it so I can extract pros and cons of adopting this specific feature and raise interest in ServiceNow.

Thank you for the support.

[Tanushree Maiti]

Hi @FrancescoF82933 

Pros:

• Now Assist offers guided setups and prebuilt generative AI skills that require minimal technical debt or initial configuration (Low Code Set up)
• The LLM-backed chat remembers conversational context across multiple turns, meaning users do not have to continuously repeat themselves
• It integrates seamlessly with popular collaboration tools like Slack and MS Teams.
• The bot retains chat history and context, and can automatically generate summaries of the chat and suggest resolution steps when a ticket needs to be escalated to a live agent

Cons:

• Without robust administrative controls, processing sensitive enterprise data through GenAI models may introduce security and compliance risks, particularly in regulated industries.
• Q&A and basic form interactions are handled efficiently, but sophisticated end-to-end process automation often requires scripting or integration with AI agents.

Check these resources:

Now Assist in Virtual Agent - What's New, what's different, and what's coming! (June 2024)

https://www.youtube.com/watch?v=dM-kqR_ygn0

Servicenow Doc: Using Now Assist in Virtual Agent 

Now Assist for CSM in Virtual Agent

When to consider using Now Assist in Virtual Agent