Set up automation opportunity discovery for AI Agent Advisor

Configure the data sources, filters, and schedule that AI Agent Advisor uses to analyze your instance and identify automation opportunities.

Before you begin

For AI Agent Advisor to run a successful analysis, the data source must contain a minimum of 500 records.

Role required: sn_na_center.nac_admin

About this task

AI Agent Advisor runs a scheduled analysis of your instance records to discover automation opportunities. Follow these steps to specify which records to include, apply filters to focus the analysis, and set the frequency and timing of the analysis.

In the event an error occurs when performing these steps, see the troubleshooting steps described in KB article KB2931703 on Now Support.

Procedure

1. Navigate to All > Now Assist Center or Workspaces > Now Assist Center.
2. Select Change advisor settings in the AI Agent Advisor section of the home page.

   You can also select Admin () in the side navigation bar and select AI Agent Advisor under Settings on the Admin page.

   The AI Agent Advisor Setup tab opens showing a card for each data source. Enable the data sources you want AI Agent Advisor to analyze.

   Incident and Case data sources are enabled by default.

   Figure 1. Data sources on the Automation Opportunities Setup page

   

3. Select the More options button () in the card you want to configure and select Edit.
   Choose any of the following data sources:

   Table 1. Data sources

   Data source	Description
   Incident	Analyzes incident records to identify recurring IT issues and automation patterns.
   Case	Analyzes case records to identify common customer service patterns.
   Interaction	Analyzes interaction records from chat, voice, and email channels to uncover frequent customer service trends and pinpoint automation opportunities within resolution workflows.

4. Select the frequency of the analysis schedule.
5. Apply filters to refine the scope of the analysis.
   1. Select the time period for the data.
   2. Use conditions to select certain properties as a filter.

      For more information on how conditions work, see OR conditions.

   3. Select Add condition set to add conditions.
6. Calculate the estimated time and cost savings from using the automation.
   1. Enter the hourly labor cost.
   2. Estimated AI resolution rate.
   3. Percentage of active work time an AI agent is expected to handle or eliminate per record.
7. Select Save, and then select Save to confirm..
8. Optional: Select Execute Now, and then select Execute Now to confirm.

Result

AI Agent Advisor runs the analysis according to the configured filters and schedule. After the analysis completes, automation opportunities appear on the Now Assist Center home page and on the Automation opportunities page.

What to do next

View your automation opportunities on the home page. For more information, see View your automation opportunities.

Related tasks

• Confirm installation of AI Agent Advisor