Platform Identify ways to improve service agentic workflow

Use the Platform Identify ways to improve service AI agents agentic workflow to continuously analyze feedback, performance metrics, and historical trends that identify areas for service improvement.

Identify ways to improve service overview

The Identify ways to improve service agentic workflow can help optimize service delivery and customer satisfaction by analyzing feedback, metrics, and trends to provide actionable process improvement recommendations.

The agents, tools, and triggers that are associated with the Identify ways to improve service agentic workflow are provided by the Now Assist applications. You can activate the agentic workflow template by making triggers active and setting the display settings to include the Now Assist panel. If you want to change this agentic workflow's instructions, you must duplicate it, adjust the settings to suit your specific needs, and activate the duplicated version of the agentic workflow instead.

Prerequisites and setup

To access this workflow, you must have Now Assist for Platform installed on your instance, which you can get if you install any other Now Assist application, such as Now Assist for IT Service Management (ITSM).

Because this agentic workflow relies on survey data, you must have Assessment records associated with task tables to analyze.

Role masking

Required role: sn_uxc_gen_ai.platform_ai_improve_services.

Agentic workflows and their AI agents use role masking to determine which users can access them. Ones installed with Now Assist applications have specific roles that come included with the application. If you select Users with specific roles for user access, you must configure the security controls to include these roles. For the instructions to change the security controls, see Define security controls for an agentic workflow.

In the data access settings, you must also add the necessary roles to enable reading of the Assessment table and other tables it requires. For example, you can add the itil role to the agentic workflow's list of approved roles so that it can access Incident records.

Additional configuration

You can change different settings related to the agentic workflow by changing values for the Now Assist Skill Config Var Set. To access the variable set and make changes, do the following while in the Platform AI Agents and Skills scope:

• Go to the Now Assist Skill Config [sn_nowassist_skill_config] table.
• Open the record named Identify ways to improve service.
• In the Now Assist Skill Config Var Set related list, select Survey analysis input config.
• Edit the variable values.
• Save or update the record.

표 1. Identify ways to improve service configuration

Config field	Description	Default value
Maximum number of records	Maximum number of records included in analysis	500
Analysis Time Frame	Range of time, in months, for the survey analyzer to look at records to identify trends. Users can specify smaller ranges when running the agentic workflow, but this value defines the maximum limit.	3

Accessing the Identify ways to improve service agentic workflow

To access the agentic workflow:

1. Navigate to All > AI Agent Studio > Create and manage.
2. Select Identify ways to improve service.

The first step of the guided setup includes a complete list of included AI agents. Selecting the name of an AI agent opens it in a new browser tab, where you can see the full description, role, list of steps, and tools. Tools are displayed in the second step of the AI agent guided setup, Add tools and information.

Testing the Identify ways to improve service agentic workflow

You can manually test an agentic workflow execution or access on the Testing page of AI Agent Studio if you have the sn.aia_admin role and all other roles configured in the security controls. Start a manual test, select a test type and the name of the workflow, and use utterances in the Task field like the following samples. See Test an agentic workflow execution.

If you want to evaluate the agentic workflow over many different execution logs, run an automated evaluation.

Sample utterance

After the workflow has been activated in AI Agent Studio, enter similar phrases to the following in the Now Assist panel to trigger the workflow. You can also run this workflow on the Testing page of AI Agent Studio with the same utterance in the Task field if you have the sn.aia_admin role.

• Make suggestions for continuous service improving based on surveys within the last 3 months
• Summarize surveys to improve services within the last 2 years
• Give ideas for improving case resolution based on Post-Case survey results over the last month

AI agents used in the Identify ways to improve service agentic workflow

The following table lists the agents that are used in the Identify ways to improve service agentic workflow.

중요사항:

In the Select channels and access of each AI agent's guided setup, make sure that the Status toggle is enabled to activate the AI agent.

표 2. AI agents names and descriptions in the Identify ways to improve service agentic workflow

AI agent name	AI agent description	Role required
Survey Analysis AI agent	Acquires survey data within the specified time range and analyzes it for ways to improve services	sn_uxc_gen_ai.platform_ai_improve_services

Other Platform agentic workflows

For more information on the other agentic workflows that are associated with the Platform workflow, see Platform agentic workflows.