Usage and adoption
Summarize
Summary of Usage and Adoption
The Usage and Adoption dashboard in ServiceNow provides key performance indicators to help you evaluate AI adoption across your organization. It serves as the landing page for monitoring AI usage and adoption trends within selected products, channels, and time periods. This dashboard is divided into two tabs: Usage Summary and Adoption, offering detailed insights into AI skill engagement and departmental adoption.
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Usage Summary
This section presents metrics related to AI skill usage and user engagement:
- Total AI Actions: Displays the total number of AI skill executions (actions) within the selected date range, filterable by product and channel.
- Daily AI Actions: Shows the count of AI actions executed each day, enabling you to identify periods with increased or decreased activity.
- Average Daily Unique Users: Indicates the average number of unique users engaging with AI skills each day, reflecting overall user adoption.
- Daily Unique Users: Displays the daily count of unique users triggering AI actions, supporting detailed user engagement analysis.
- Skill Group Distribution: Visualizes usage trends across different AI skill groups, allowing you to identify high-demand skills and those requiring further attention.
- Daily Usage Comparison by Workflow: Compares AI action counts by workflow on a daily basis to understand workflow-specific adoption.
- Skill Engagement Trend: Tracks individual skill usage trends over time, helping you spot changes in demand and engagement levels.
Adoption Insights
This section focuses on how AI adoption varies across departments and user feedback:
- Departments with Highest Usage: Highlights departments with the greatest AI action counts, helping identify key adopters within your organization.
- AI Actions Comparison by User Department: Breaks down the number and types of AI actions executed by different departments for comparative analysis.
- Feedback Details: Summarizes user feedback on AI actions, including counts of total feedback and positive feedback, to gauge user satisfaction.
- Error Details: Reports AI actions that resulted in errors, supporting identification of issues that may impact adoption or performance.
Practical Use
ServiceNow customers can leverage this dashboard to monitor AI skill utilization, user engagement, and departmental adoption effectively. Using filters for date range, channel, and product, you can tailor the insights to specific periods or business units. This enables data-driven decisions to enhance AI adoption, identify training or support needs, and track the impact of AI capabilities on your organization’s workflows.
The Usage and adoption dashboard page contains key usage and performance indicators that help you evaluate AI adoption in your organization.
The Usage and adoption dashboard page is the landing page for the dashboard. The Usage and adoption dashboard page contains two tabs that provide insights on usage summary and adoption.
The Usage summary page includes indicators on total and daily AI actions, skill distribution and engagement trend, and daily unique users who have used AI skills. The Adoption page tracks the departments with the highest AI usage, comparison of actions by department, and feedback and error details. Use the date range, channel, and product filters to view usage and adoption indicators for the selected period, channel, and product, respectively. The default date range is 30 days.
- Skills engagement trend for a selected period can reveal skills that have been used more frequently or less frequently.
- Total and daily actions for a selected period can reveal the scale of AI actions executed. The trend line in the visualization shows periods of increased or declining engagement.
- Average and daily unique users can reveal user engagement with AI skills.
Usage summary indicators
- Total AI actions
- This area of the dashboard shows the total number of AI actions in the selected date range. A single use of an AI skill represents an action. Select a filter combination to view the number of actions by products or channels. For example, you can view the number of AI actions executed through the ServiceNow Otto for Virtual Agent channel for ServiceNow Otto for Customer Service Management (CSM) product.
Figure 2. Total AI actions indicator - Daily AI actions
- This area of the dashboard shows the number of AI actions executed per day in the selected date range.
Figure 3. Daily AI actions indicator - Average daily unique users engaging with AI skills
- This area of the dashboard shows the average number of daily unique users who engaged with AI actions in the selected date range. Average number of daily unique users is an indicator of the level of AI engagement across selected ServiceNow Otto products and channels.
Figure 4. Average number of unique users per day who triggered actions indicator - Daily unique users engaging with AI skills
- This area of the dashboard shows the daily unique users who engaged with AI actions in the selected date range.
Figure 5. Daily unique users engaging with AI skills indicator - Skill group distribution
- This area of the dashboard shows the skill usage in a trend chart for the selected filters. The visualization is interactive. Use the Group by filter to apply predefined breakdowns. Hover over the trend lines to see the number
of times that each skill was used. Selecting one or more items in the legend removes the trend line for those items. You can compare and contrast skill usage distribution in a date range to understand in-demand skills, and
skills that are low on usage and need further analysis.
Figure 6. Skill group distribution indicator - Daily usage comparison by workflow
- This area of the dashboard shows the number of AI actions executed per day against each workflow in the selected date range. Hover over a bar to view the count of AI actions executed for a workflow on that day.
Figure 7. Daily usage comparison by workflow indicator - Skill engagement trend
- This area of the dashboard shows the skill usage in a trend chart for the selected filters. The visualization is interactive. Hover over the trend lines to see the number of times that each skill was executed. Selecting one or
more skills in the legend removes the trend line for those skills. You can compare and contrast skill usage levels in a date range to understand in-demand skills, and skills that are low on usage and need further analysis.
Figure 8. Skills engagement trend indicator
Adoption indicators
- Departments with highest usage
- This area of the dashboard shows the departments with the highest usage of AI actions in the selected date range. Hover over the horizontal bars to view the count of actions for a particular department.
Figure 9. Departments with highest usage indicator - AI actions comparison by user department
- This area of the dashboard shows the number and type of AI actions executed against each department in the selected date range.
Figure 10. AI actions comparison by user department indicator - Feedback details
- This area of the dashboard shows the number of AI actions, number of feedback provided by users of AI actions, and number of AI actions with positive feedback in the selected date range.
Figure 11. Feedback details indicator - Error details
- This area of the dashboard shows the number of AI actions and the number of AI actions resulting in errors.
Figure 12. Error details indicator