Now Assist in Virtual Agent readiness on the ServiceNow AI Platform
Summarize
Summary of Now Assist in Virtual Agent readiness on the ServiceNow AI Platform
Now Assist enhances ServiceNow Virtual Agent by integrating AI-driven capabilities that understand natural language and guide users through complex tasks efficiently. It eliminates the need for manual keyword matching and complex configurations by using large language models (LLMs) to automatically discover and match user intents to Virtual Agent topics and other AI assets. This results in faster deployment and improved conversation quality.
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Key Features
- AI Asset Discovery: Automatically detects user intents and matches them to Virtual Agent topics, generative AI skills, workflows, subflows, and actions without manual setup.
- Simplified Deployment: LLM-powered topics reduce manual tuning effort, accelerating rollout and enhancing conversation effectiveness.
- AI Search Genius Results: Users receive curated, actionable responses via Genius cards that summarize knowledge and offer direct actions.
- Conversational Catalog Ordering: Enables users to order Service Catalog items conversationally, with Virtual Agent asking clarifying questions. Note: Catalog items must be marked as conversational.
- Multi-turn Q&A: Supports follow-up questions seamlessly to refine user queries and improve answer accuracy.
Implementation Steps
- Install Now Assist in Virtual Agent: Available from the Conversational Interfaces admin console after installing a Now Assist product like Now Assist for ITSM. Configure an LLM assistant and assign it to portals.
- Review Virtual Agent Topics: Analyze high-volume user intents using Conversational Analytics and Automation Discovery reports to identify key self-solve opportunities.
- Review Knowledge Base: Identify articles that support top user intents to simplify topic management and enable self-service.
- Migrate NLU Topics to LLM: Use the migration tool to convert existing NLU topics to LLM-based topics, leveraging previous work with minimal effort.
- Review Service Catalog Items: Identify catalog items that can be replaced with LLM topics to reduce redundancy and unnecessary topic creation.
- Utilize Pre-built LLM Topics: Use provided LLM Virtual Agent topics as a foundation to reduce rework and speed up topic creation.
Best Practices and Additional Capabilities
- Optimize topic descriptions during migration to clearly define intent and expected outcomes.
- Customize assistant appearance and chat experience (Standard or Enhanced) during guided setup to align with branding and user preferences.
- Integrate Now Assist with Microsoft Teams to extend conversational capabilities.
Benefits for ServiceNow Customers
By adopting Now Assist in Virtual Agent, customers can expect faster deployment of AI-powered conversational capabilities, improved user experience through natural language understanding, and efficient self-service for IT and business users. This approach reduces manual configuration efforts, leverages existing Virtual Agent assets, and enables more accurate, actionable responses that enhance operational efficiency.
Now Assist enhances Virtual Agent with AI-driven capabilities that understand natural language, guide users through complex tasks, and deliver high-confidence answers without relying on rigid keyword matching or manual configurations.