Record summarization

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • You can quickly learn the details of a record from record summarization generated by Now Assist. By reading a record summarization, you can get details about a case or incident and can save your requester from having to repeat the same information that the requester has already provided.

    Record summarization overview

    Now Assist can generate a summary of records only if the input data contains at least 50 words in the relevant fields. If you have the latest version, there is no minimum word count requirement.

    Note:
    The ServiceNow® Large Language Model (Now LLM Service) is the provider for this Now Assist skill.

    In the following examples Now Assist generated a case/incident summarization in Now Assist for Customer Service Management (CSM), Now Assist for HR Service Delivery (HRSD), and Now Assist for IT Service Management (ITSM). The incident summarization is displayed in the Active Chat pane.

    Figure 1. Case summarization in Now Assist for CSM
    Case summarization in Now Assist for CSM
    Figure 2. Case summarization in Now Assist for HRSD
    Chat summarization in Now Assist for HRSD

    In the Now Assist for ITSM example, Now Assist generated an incident summarization that can be displayed in Next Experience or Core UI.

    Table 1. Incident summarization in Now Assist for ITSM
    Next Experience Core UI
    Incident summarization in Now Assist for ITSM in Next Experience Incident summarization in Now Assist for ITSM in Core UI

    Generating a case or incident summarization

    You can generate a case summarization for Now Assist for CSM, Now Assist for HRSD, or Now Assist for ITSM:

    Availability

    This skill is available in the workflows and products listed below.

    Table 2. Now Assist products and workflows
    Workflow Product
    Technology Now Assist for IT Service Management (ITSM)
    Customer Now Assist for Customer Service Management (CSM)
    Employee Now Assist for HR Service Delivery (HRSD)