Assistant Analytics: Assists

Sharon_Barnes
ServiceNow Employee
2 hours ago

Assistant Analytics: Assists

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Overview

This page is your resource consumption dashboard. It shows you how many assists your conversational AI assistants are consuming and where those assists are going. Think of it as your cost management and optimization tool.
 

Family Release: Zurich Patch 6

Release: Now Assist for Platform version 10.0.3
Roles Required: virtual_agent_admin
 

00:00: This video demonstrates how to navigate and understand the Assistant Analytics

00:03: Assist tab.

00:05: It highlights key reports that track assist consumption, executions, and AI feature

00:10: usage over time.

00:14: Let's take a look at the Assistant

00:16: Analytics Assist tab.

00:17: Here, we have five reports to look at.

00:21: The first is the sum of all conversational assists.

00:24: This is simply the total number of assists consumed in this instance during the

00:28: defined timeframe.

00:36: Next, we have our assist consumption.

00:39: In other words, we're looking at what assistant has used

00:42: how much assists in that timeframe.

00:47: Next, we have executions per assistant.

00:51: Here, we are

00:52: looking at the number of times an assistant has been used in that timeframe.

01:01: Next, let's take a look at the trending sum of all assists.

01:05: Here, we can see the different assistants and how many assists each used over time.

01:11: You can hover over this to see different points where assists are used, and get a

01:16: snapshot of their usage on that day.

01:27: Then let's scroll down to the top 10 most used AI features.

01:32: Here you can sort either by executions or by the number of assists used, and see

01:37: details for the usage of your top 10 most used AI features.

01:51: The video reviews five key Assistant Analytics reports,

01:54: explaining assist consumption, execution counts, trending usage, and top AI features

02:00: for comprehensive insights.



Key Visualizations

 

Sum of all Conversational Assists

This is the total number of assists consumed across all your assistants during the selected time period. It's your headline spending metric.
  1. Track this metric over time to see if assist consumption is growing, stable, or declining
Indicator: Conversation Assist Usage Volume

Assist Consumption

This breaks down assist usage by assistant, showing you which assistants are the biggest consumers. If one assistant is way out ahead, that could be great (it's providing tons of value) or concerning (it's inefficient and needs tuning).
  1. Use this visualization to prioritize optimization efforts on high-consumption assistants
  2. Analyze where your AI investments are concentrated across different assistants
Indicator: Conversation Assist Usage Volume

Executions per Assistant

This shows the number of actions or executions completed by each assistant. Compare this with the Assist Consumption metric to understand efficiency.
Indicator: AI-Assisted Actions in Conversations

Trending Sum of all Assists

This chart shows assist consumption over time, broken down by assistant.
  1. Look for spikes or drops that correlate with specific events like new assistant deployments, feature launches, or configuration changes
  2. Investigate sudden spikes to determine if they indicate problems (like bugs causing excessive API calls) or legitimate adoption increased usage
Indicator: Conversation Assist Usage Volume

Top 10 Most Used AI Features

This lists the top ten AI features consuming the most assists, ranked in descending order. Features include things like skills, agentic workflows, and AI agents.
  1. Use this ranking to understand which capabilities are driving your assist consumption
Indicator: Generative AI Usage Log

Conclusion

 

The Assistant Analytics Assists Page provides comprehensive visibility into your AI resource consumption, enabling you to manage costs effectively and optimize assistant performance. By regularly monitoring these key visualizations, you can identify trends, spot inefficiencies, and ensure your AI investments are delivering maximum value. Use this dashboard as your primary tool for understanding consumption patterns and making data-driven decisions about assistant optimization.

Check out the Assistant Analytics Hub for more resources

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