Integration of Copilot with Now Assist

[Ramesh2501]

Hi Team,

i am totally new to the service now platform. i have  a question regarding the integration of co-pilot with now assist for our environment.

Currently we don't have microsoft teams enabled in our company, but we do have co-pilot. So is there a possibility to integrate co-pilot with service now assist without Microsoft teams. Could you share your thoughts and inputs ?

[Dr Atul G- LNG · Accepted solution]

Hi @Ramesh2501 

You need MSTeam for this integration

https://www.servicenow.com/community/virtual-agent-nlu-articles/microsoft-copilot-integration-with-n...

Prerequisites

• Xanadu+ instance
• Now Assist license (Creator not supported)
• Conversational integration with Microsoft Teams plugin, v8.0.0+
• Virtual Agent plugin
• Microsoft 365 + Teams + Copilot license

[kaushal_snow]

Integrating Microsoft Copilot with ServiceNow's Now Assist enhances user productivity by combining Microsoft's generative AI capabilities with ServiceNow's workflow automation. Here's how you can set up this integration:

1. Prerequisites:

• ServiceNow Instance: Ensure you're operating on the Xanadu release or later.

• Now Assist License: Confirm that your instance has an active Now Assist license.

• Microsoft Licenses: Obtain the necessary Microsoft 365, Teams, and Copilot licenses.

• Plugins: Install and configure the Conversational Integration with Microsoft Teams plugin, version 8.0.0 or newer, along with the Virtual Agent plugin.

2. Integration Steps:

• Microsoft Teams Configuration:

  • Custom Bot Creation: In your Azure Developer Portal, create a custom bot for the integration.

  • Bot Naming: Choose a single-word name for the bot (e.g., "NowAssist"). For optimal interaction, users should prefix their queries with the bot's name in Copilot, such as "NowAssist, how do I reset my password?"

• ServiceNow Configuration:

  • Plugin Installation: Within your ServiceNow instance, navigate to System Applications > All Available Applications > All. Search for and install the Conversational Integration with Microsoft Teams plugin, ensuring it's version 8.0.0 or later.

  • Virtual Agent Setup: Activate and configure the Virtual Agent plugin to handle user interactions.

• Connecting the Platforms:

  • Bot Registration: Register the custom bot created in Azure within your ServiceNow instance to establish a secure connection between Microsoft Teams and ServiceNow.

  • Testing the Integration: After setup, test the integration by initiating conversations in Microsoft Teams using Copilot. For example, type "NowAssist, show my open IT tickets" to verify that Now Assist responds appropriately.

3. Additional Considerations:

• Upcoming Enhancements: ServiceNow and Microsoft plan to release a Teams store app that will simplify this integration process. Keep an eye on official announcements for updates.

• Support Resources: For detailed guidance and troubleshooting, refer to the Microsoft Copilot integration with Now Assist FAQ and the ServiceNow and Microsoft Copilot Integration Overview.

[Dinesh90]

@kaushal_snow :

We would like to know that if we search something like create an incident in MS co-pilot, it is giving the results but to actually perform the task it is routing us to now virtual agent chat window in MS teams.. is this the expected behaviour  of co-pilot ?
or are we missing something here ? we are assuming that if we want to create an incident using co-pilot then user should be able to do this task in the co-pilot window instead of routing us to now virtual agent chat window to further perform step for create an incident.

Similar behaviour is with other LLM topics like "show my tickets" etc..
If we type "show my tickets" in co-pilot window, it gives us the initial info about  the topic but for the actual outcome and result it divert us to now virtual agent chat window and in bot window we have to start again everything. We would like to know if this the expected behaviour of co-pilot integration with now virtual agent bot ?

Can you please guide us on this ? Is the below enhancement in Zurich will help us if we enable CEA 

Custom Engine Agent (CEA) is replacing the Microsoft legacy bot framework. The CEA enables Virtual Agent to be discoverable by Microsoft Copilot, with full functional access to Now Assist in Virtual Agent and multi-turn conversations.

To use Copilot, enable streaming on your assistant and the Microsoft Teams application. Streaming for Microsoft Copilot is active by default, while streaming for Microsoft Teams is inactive by default. Confirm you have activated both to access CEA. If streaming is not activated, CEA may timeout on you without notice.

In the Zurich release, CEA is inactive by default. Contact your ServiceNow® support team to have CEA activated for your instance.