Is there any out-of-the-box AI or GenAI features available within ServiceNow?

[srinivas_366]

Is there an out-of-the-box ServiceNow AI/GenAI capability that can analyze inbound email subject and body content and automatically determine whether to create an Incident or a Generic Service Request?

Any experience with Now Assist, AI Agents, or other OOTB solutions would be appreciated.

[Dr Atul - LNG]

No, there is an OOTB skill available for this, so I don’t think we need to build it from scratch on our side.

You can use a GenAI Action/Flow to read the data and then make a decision based on the provided record. @srinivas_366