From what I’ve seen so far, measuring the value of Now Assist is less about proving usage and more about understanding how work patterns change on the Service Desk.
Pure adoption or time-saved metrics rarely tell the full story on their own. Where reporting becomes meaningful is when it starts to reflect:
consistency in first responses
reduction in rework (reopens, misrouting, unnecessary escalations)
predictability across agents, shifts, and locations
AI tends to deliver the most value when underlying processes and knowledge are already reasonably mature. Without that foundation, reporting may show activity, but not necessarily improvement.
Interested to hear how others are approaching this in their environments.
