Using Now Assist for IT Service Management (ITSM) Generative AI skills

If you have the itil role, you can summarize the chat interactions with a requester, summarize an incident, and generate resolution notes by using the Now Assist for IT Service Management (ITSM) application. You can also understand the chat and incident context and propose resolutions more quickly to the requester.

Note:

• If you want a subset of users with itil role to access the Now Assist for IT Service Management (ITSM) skills, you can create a role or a group for those users. For more information, see Create a new role or a group to access Now Assist skills.
• Some of the Now Assist for ITSM skills are now turned on by default. The skill will be automatically available to appropriate role users for the application.
  When new customers install a Now Assist product, designated skills are turned on automatically.

  Note:

  For existing users who upgrade, there will be no change to the skill activation.

  For more information, see Now Assist skills, agents, and agentic workflows on by default.

• By default, all skills exist in the global domain. When you use Now Assist in a domain-separated environment, users are only able to access data in their domain. For example, if a user uses the summarization skill, Now Assist only uses material that exists in the user's domain when generating that summary. Additionally, there is no co-mingling of data for domain-separated instances when using generative AI skills. The data resides only on the instance, and the shared services used for generative AI do not persist any requests (prompts) and responses. For more information, see Domain separation in the Now Assist Admin console. (Note that global domain is not the same as global scope. For more information, see Exploring Next Experience pickers.)

Table 1. Now Assist for ITSM skill summary

Skill Name	Description	Link
Chat summarization	Summarizes the Virtual Agent chat conversation between a live agent and a requester in Service Operations Workspace for ITSM.	Summarize a chat conversation
Sidebar discussion summarization	Generates summaries of Sidebar chat discussions between agents, requesters, and subject matter experts.	Summarize a sidebar discussion
Incident summarization	Generates summaries of incident details to quickly understand the incident context and respond to a requester's inquiries.	Summarize an incident by using Now Assist for IT Service Management (ITSM)Summarize an incident
Incident reassignment summarization	Provides information about the incident when assigning it to another agent or assignment group by summarizing all actions until hand off.	Summarize an incident on reassignment
Change request summarization	Quickly captures the important details of a change request including the current status.	Summarize a change request
Change request risk explanation	Explains the risk assessment of a change request to help agents understand potential impacts.	Explain a change request risk
Resolution notes generation	Automatically generates the resolution notes for an incident on demand using the Now Assist context menu (NACM).	Generate the resolution notes
Knowledge article generation	Creates knowledge articles from incidents to help deflect future similar issues.	Generate a knowledge article
Chat reply recommendation	Generates a reply based on the context of the chat conversation using the Now Assist icon.	Generate a chat reply recommendation
Email response generation	Generate an email as a recommendation based on the context of the incident using the Now Assist icon.	Generate an email response
Major Incident email recommendation	Creates a draft version of an email to communicate with stakeholders on a major incident using an email template.	Generate a Major Incident email recommendation
Incident Q&A	Allows agents to obtain common incident-related information conversationally to get quick answers.	Ask questions on an incident
Generative AI capabilities request	Enables users to request contextual generative AI capabilities such as a chat summary, incident summary, or incident resolution notes in a conversational manner.	Request generative AI capabilities
Incident deflection with self-service	Deflects incidents by providing self-service solutions.	Deflect an incident with self-service
Sentiment analysis	Enables users to make informed decisions on incidents based on requester's sentiment and the reasoning behind it.	Analyze sentiments
Suggested steps generation	Generates suggested steps automatically by analyzing clusters of closed incidents with similar incident resolution.	Generate suggested steps
Activity stream response generation	Automatically generates a response in an incident record activity stream.	Generate a response in the activity stream
Release notes generation	Generates structured release notes for a release using AI-driven summarization.	Generate release notes for a release
Investigating Zoom call issues	Investigates zoom call quality issues.	Investigate Zoom call issues
Investigating Zoom call issues	Investigates boot time issues	Investigate boot time issues