Platform Analytics Academy - June 25th, 2025 - Now Assist Value Realization

[Thomas_Davis]

We hosted our Platform Analytics Academy on June 25, 2025, where we explored how to maximize the value of Now Assist through actionable insights and performance measurement. We shared real-world use cases, demonstrated how to track value realization, and highlighted the key performance indicators (KPIs) that matter most. Whether attendees were just starting or advancing their AI strategy, the session provided practical tools to measure success and drive impact.

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[Dennis_Braun]

Very interesting session @Thomas_Davis , which I unfortunately was not able to attend. Is it possible to have a follow-up for the question at the end about the knowledge consumption through NowAssist https://youtu.be/gadZ3trVOkM?list=PLkGSnjw5y2U6HotK0MQUbCrzVog_zBWat&t=2586)? We are using Performance and Platform Analytics and one of our main KPI's are the average views for our knowledge articles. We plan to implement NowAssist for ITSM and also EC Pro in the near future.  We are expecting to get less views as user might rely more on the NowAssist summarised answer, which if good enough, would reduce the need for the users the click on the knowledge article which would lead to less views (similar experience using Google Search with the AI summary nowadays....). Especially in some newer EC Pro implementations a portal search will be primary answered by NowAssist with AISearch being only the second option/tab (which makes sense).  So the user adoption using more NowAssist instead of AISearch would most probably lead to a reduction of knowledge views which at first and without background knowledge would be observed as a negative trend by the management if we not provide an alternative metric to show the knowledge consumption through NowAssist, ideally with the same breakdowns we have currently (Knowledge Ownership Groups, Knowledge Category, Knowledge Base). With insights related to knowledge consumption through NowAssist (which articles are used to provide the answer) we could:
-provide a really useful complementary KPI to the management

-have a key metric to visualise the adoption from the classic knowledge use through article views towards consuming knowledge summarisations instead

-(if the breakdowns are available) can provide valuable insights for our knowledge managers so they can check and improve, to which extend their articles are considered and used by NowAssist