Exploring Now Assist

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Exploring Now Assist

    Now Assist enhances the ServiceNow AI Platform by integrating generative AI capabilities, aimed at boosting organizational productivity and efficiency. This tool offers improved self-service options, actionable recommendations, and effective search functionalities.

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    Key Features

    • Generative AI Capabilities: Includes features such as case/incident summarization, chat summarization, code generation, knowledge base (KB) generation, playbook generation, resolution notes generation, and work order task closure summarization.
    • Now Assist Framework: Supports various ServiceNow products including Creator, Customer Service Management (CSM), Field Service Management (FSM), HR Service Delivery (HRSD), IT Service Management (ITSM), and Strategic Portfolio Management (SPM).
    • Admin Console: Enables administrators to install plugins, manage skills, and analyze performance.
    • Now Assist Panel: Provides users with a panel interface to utilize Now Assist skills effectively.
    • Generative AI Controller: Allows developers to integrate custom generative AI features using third-party large language models (LLMs).

    Key Outcomes

    • Users benefit from AI-generated summaries enhancing their search experience.
    • Administrators can configure and monitor generative AI skills, ensuring they meet user needs.
    • Customization of workflows is possible, allowing organizations to leverage their own LLM licenses.
    • Overall, Now Assist empowers users across various roles to engage with the AI capabilities effectively, improving operational outcomes.

    Learn how Now Assist brings generative AI capabilities to the ServiceNow AI Platform. With Now Assist, 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.

    Now Assist overview

    Now Assist is a growing cross-platform family of generative AI features, which are tasks that a large language model (LLM) can perform. Generative AI features are based on the initial training and architecture. The following generative AI features are currently offered:

    A skill delivers a feature plus the use case to the user. An example of a skill is chat summarization within a customer workspace. Now Assist products provide features and skills that are tailored to meet the needs of users in different workflows.

    Now Assist framework

    The Now Assist framework is supported across the ServiceNow AI Platform.

    Some Now Assist products include the foundational platform tools for Now Assist. For details, see Now Assist skills in the Platform workflow.

    The following diagram shows what's available in the Now Assist framework.

    Figure 1. Now Assist framework
    The Now Assist framework includes Now Assist Admin, Now Assist panel, and Generative AI Controller. Framework components become available once you install a product such as Now Assist for IT Service Management (ITSM).

    Now Assist 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. Now Assist in AI Search Everyone
    Install and configure Now Assist 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 skills. Analyzing Now Assist performance Administrators
    Access generative AI skills in context through a user-friendly interface. Now Assist panel 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. Now Assist skills in the Platform workflow Administrators or developers
    Monitor Now Assist consumption on your instance. Administrators