LLM assistants

  • Release version: Washingtondc
  • Updated April 10, 2024
  • 2 minutes to read
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    Summary of LLM assistants

    LLM assistants facilitate topic discovery using large language models (LLMs) within the ServiceNow platform. The default assistant, Now Assist in Virtual Agent, is created during the guided setup process, allowing users to create additional custom LLM assistants and associate various object types with them.

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    Key Features

    • Association of LLM topics to assistants is necessary for topic discoverability.
    • Users can edit or create new topics and must associate them with at least one LLM assistant on the topic's Properties tab.
    • The Test active topics feature allows users to test topics linked to an LLM assistant.
    • When working with multiple assistants, users can select the desired assistant through a drop-down list.
    • Active setup topics must be flagged as discoverable to appear in the LLM assistant.

    Key Outcomes

    By correctly associating LLM topics with assistants, users ensure that topics are discoverable and testable. This enhances the interaction capabilities of Virtual Agents, allowing for more effective communication and support. Users can easily manage their LLM assistants and ensure topics are discoverable by enabling the appropriate settings during setup.

    LLM assistants help with large language model (LLM) topic discovery. The Now Assist in Virtual Agent assistant is the default LLM assistant created during the Conversational Interfaces Assistants guided setup.

    After Now Assist in Virtual Agent or other custom assistants are active, you can associate any object type to the LLM assistants. Completing the Now Assist in Virtual Agent guided setup, as detailed in Configuring Now Assist in Virtual Agent, creates the Now Assist in Virtual Agent LLM assistant and enables you to create additional custom LLM assistants. Associating topics to an assistant makes that topic discoverable with that assistant. For topic discovery results, associate LLM topics with an assistant. Associate LLM topics to at least one assistant when creating new topics or editing topics on the topic's Properties tab. For more information about selecting LLM assistants when creating a topic, see Create a Virtual Agent topic.

    If LLM topics aren't associated with an LLM assistant, they aren't discoverable and can't be tested from the Topics page via Test active topics or the Test active topics > Test LLM assistant topics drop-down list. The Test active topics option only appears if you have an assistant selected in the Topics page LLM Assistant filter. The Test active topics > Test LLM assistant topics drop-down list appears if you don't specify the LLM Assistant in the Topics page LLM Assistant filter. When using the LLM Assistant filter, topic blocks or custom controls that aren’t associated with an LLM assistant, but are called by a topic that's associated with an LLM assistant, appear in this filtered LLM Assistant Topics page view. Nested topic blocks or custom controls don’t appear in the filtered Topics page view unless they’re directly associated with an LLM assistant. For more information about testing LLM topics, see LLM topic testing. When a topic is associated with the only active LLM assistant, the Assistant drop-down list defaults to that assistant name. If you have multiple assistants, select which assistant you want to work with using the Assistant drop-down list. For more information about creating multiple LLM assistants, see Manage LLM virtual agents on the Assistants screen.

    Tip:
    On the Virtual Agent Designer Topics page, there is either a Settings or Manage option next to the LLM Assistant filter. Settings appears if there is a specific LLM assistant selected in the LLM Assistant filter and Manage appears if no assistant is selected in the filter. Use this option to quickly navigate to the Conversational Interfaces guided setup area to review or update your LLM assistants. For more information on the guided setup, see Configuring Now Assist in Virtual Agent.

    If you want your LLM setup topic to be discoverable in an LLM assistant, you must flag the active setup topic as discoverable. For example, if you create an LLM setup topic by duplicating the Now Assist Live Agent setup topic and want to associate the setup topic with an LLM assistant, you must flag the duplicated topic as discoverable. Flag the topic as discoverable by going to the duplicated topic’s Flow tab, and then select Active > Included in topic discovery. After enabling the Included in topic discovery toggle, the topic is now discoverable.

    Figure 1. Included in topic discovery option in Virtual Agent Designer
    Included in topic discovery must be turned on if you want LLM setup topics to be discoverable when working with LLM assistants.