Exploring AI Admin Hub
Summarize
Summary of Exploring AI Admin Hub
AI Admin Hub introduces generative AI capabilities within the ServiceNow AI Platform, enabling organizations to enhance productivity, improve self-service, recommend actions, and deliver more effective search experiences. It leverages ServiceNow Otto, a suite of generative AI features (skills) powered by large language models (LLMs) that integrate across various workflows and user environments.
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Key Features
- ServiceNow Otto Skills: These are task-specific generative AI features such as chat summarization, delivering tailored AI functionalities based on use cases.
- AI Admin Hub Console: Administrators can install plugins, manage and configure skills, assign user access, and monitor usage through the Overview tab.
- ServiceNow Otto Panel: Provides users with an accessible interface to use AI skills contextually within the platform.
- Integration Points:
- AI Search: Generates AI-powered answers and summaries in user searches.
- Mobile Support: Enables generative AI skills to run on mobile devices.
- Virtual Agent: Facilitates conversational catalog experiences and LLM topic discovery.
- Generative AI Controller: Allows developers and administrators to customize workflows and integrate third-party LLMs for tailored AI capabilities.
- Monitoring and Analytics: Tools available for administrators to analyze generative AI feature performance and track consumption through Subscription Management and Monitoring dashboards.
Key Outcomes
- Improved User Experience: Users benefit from enhanced search answers, actionable AI recommendations, and conversational AI interactions.
- Administrative Control: Administrators gain the ability to tailor AI skills deployment, control access, and monitor usage effectively, ensuring alignment with organizational needs.
- Developer Flexibility: Developers can extend generative AI capabilities via custom flows and existing third-party LLM integrations, enabling advanced and customized AI solutions.
Learn how AI Admin Hub brings generative AI capabilities to the ServiceNow AI Platform. With AI Admin Hub, you can improve the productivity and efficiency in your organization, deliver better self-service, recommend actions and provide answers, and empower your users to search more effectively.
AI Admin Hub overview
ServiceNow Otto is a growing cross-platform family of generative AI features, which are tasks that a large language model (LLM) can perform. The generative AI features are based on the initial training and architecture.
A skill delivers a feature plus the use case to the user. An example of a skill is chat summarization within a customer workspace. The generative AI products provide features and skills that are tailored to meet the needs of users in different workflows.
The generative AI framework
The AI framework is supported across the ServiceNow AI Platform. To use generative AI skills, AI agents, or agentic workflows, activate a ServiceNow Otto product or purchase the appropriate product license for your needs.
- Administrators install plugins, manage skills, and analyze usage and performance with the Overview tab in AI Admin Hub.
- Users can take advantage of AI skills by using the ServiceNow Otto panel on the instance.
- Use ServiceNow Otto in AI Search to generate answers for AI Search.
- Use ServiceNow Otto for mobile to run generative AI skills in a mobile environment.
- Use ServiceNow Otto for Virtual Agent to create conversational catalog experiences and author topics that use LLM topic discovery.
- Developers can use the Generative AI Controller to integrate generative AI features in custom flows and conversations by using your own third-party large language model (LLM) licenses.
The following diagram shows what's available in the generative AI framework.
ServiceNow generative AI feature benefits
| Benefit | Feature | Users |
|---|---|---|
| Leverage the power of search with the Now LLM generative AI model to answer questions in user searches with actionable AI-generated summaries of relevant knowledge articles. | ServiceNow Otto in AI Search | Everyone |
| Install and configure gen AI applications and the skills they provide. | Now Assist Admin console | Administrators |
| Choose which skills to turn on, and which users can access them. | Now Assist Admin console | Administrators |
| Monitor the usage and performance of generative AI features and capabilities offered. | Now Assist Analytics | Administrators |
| Access generative AI skills in context through a user-friendly interface. | ServiceNow Otto panel | Everyone |
| Use Now Assist skills on mobile devices. | ServiceNow Otto for Mobile | Everyone |
| Customize your workflows and use your own third-party LLM license. | Generative AI Controller | Administrators or developers |
| Use Now Assist in other platform features. | Generative AI skills in the Platform workflow | Administrators or developers |
| Monitor Now Assist consumption on your instance. | Monitoring Now Assist usage in Subscription Management | Administrators |