Standard chat

With the Now Assist panel standard chat, you can get assistance from generative AI experiences to solve customer issues faster. Use this conversational interface to summarize a chat, case, or incident, get help, or generate resolution notes so that you can get the context of this information more quickly.

Note:

Next Experience must be enabled to use the Now Assist panel. For more information, see Considerations for activating Next Experience.

Now Assist panel standard chat overview

Agents can use the Now Assist panel to interact with and get assistance from generative AI. On the Now Assist panel, you can increase your productivity and efficiency by using the generative AI experience to summarize a chat, case, incident, or generate resolution notes.

Now Assist panel standard chat must be activated before you can use it. See Activate Now Assist panel standard chat for more information. Now Assist skills must be enabled to appear on the Now Assist panel. For more information, see Now Assist skills.

Conversational aspects of the Now Assist panel, such as skill detection, are powered by Now LLM Service.

Let's get started by selecting the Now Assist icon to display the Now Assist panel.

If a number in a square appears, it indicates how many messages you missed when the Now Assist panel was closed.

Figure 1. Now Assist panel

The Now Assist panel includes:

Item number	Description
1 - Enter modal button	Expands the chat into a 90% screen-size window.
2 -	Positions, or pins, the Now Assist panel to the screen.
3 - Display chats button	Displays the Chats window.
4 - Option buttons	Displays the available options.
5 - Copy message button	Copies the Now Assist panel message.
6 - Reply to Now Assist... field	Enter actions.
7 - Now Assist message	Indicates that the answers are generated by AI.
Voice Input	If Voice Input is activated, select the microphone icon or the keyboard shortcut to use your voice to interact with the Now Assist panel. After you speak, there’s a pause while the system transcribes the text and then displays it on the screen. See Enable voice input for the Now Assist panel for information on enabling Voice Input. See Next Experience keyboard shortcuts for the Now Assist menu (Voice Input mode) shortcuts for Microsoft and macOS.
8 - Active chats	All active chats display in the Active chats section. in the Active chats section of the Now Assist. You can create additional chats by selecting the + icon in the heading.
9 - Updates	Displays important updates and reminders.
10 - Closed chats	Displays all closed chats. If you select one of the closed chats, you can see that chat's history.

Now Assist panel is available on Next Experience and ServiceNow Studio. The following screenshots show the Now Assist panel in a workspace and on Core UI screens under Next Experience.

Table 1. Now Assist panel

Next Experience	Core UI

Navigating from the Now Assist panel

Navigate from the Now Assist panel without leaving the current conversation by entering a navigation request in the Ask Now Assist to... field. If you enter "navigate me to active incidents," Now Assist displays a button that enables you to view the active incidents.

Chat summarization

Quickly learn the details of a chat by reading a chat summarization. The chat summarization gives you enough details about the chat so that your requester doesn't have to repeat the same information to you.

To generate a chat summarization from the Now Assist panel, select Chat Summarization or enter summarize chat in the Ask Now Assist to field.

Note:

You can also generate a chat summarization by using the /summarize quick action in Agent Chat.

For more information about the chat summarization, see Now Assist skills.

Case or incident summarization

Quickly learn the details of a case or incident by reading a case summarization. The summarization gives you enough details about the interaction so that your requester doesn't have to repeat the same information to you.

You can generate a case or incident summarization from the Now Assist panel for Now Assist for CSM, Now Assist for HRSD, or Now Assist for ITSM:

• For Now Assist for CSM, select Summarize record or enter summarize a record in the Ask Now Assist to field.
• For Now Assist for HRSD, select Summarize record or enter summarize a record in the Ask Now Assist to field.
• For Now Assist for ITSM, select Summarize incident or enter summarize an incident in the Ask Now Assist to field.

For more information about the case or incident summarization, see Now Assist skills.

Conversation Help

Get specific and accurate answers to your queries by using the Get Help skill option on the Now Assist panel. This skill is available to everyone entitled to Now Assist capabilities.

For more information about the Now Assist Conversational Help skill which represents as Get Help on the Now Assist panel, see Now Assist Conversational Help.

Resolution notes generation

Quickly learn the details of how an interaction was resolved by generating and reading resolution notes.

To generate resolution notes from the Now Assist panel, select Generate resolutions notes or enter generate resolutions notes in the Ask Now Assist to field.

For more information about generating resolution notes, see Now Assist skills.

Streaming responses

After you enter a question or request on the Now Assist panel, Now Assist gathers information from Knowledge Base articles, external content, product documentation, catalog items, and workflows and combines them into a synthesized, comprehensive answer. Instead of waiting for the entire message to render, the synthesized response streams in real time and stops streaming after the entire message has been delivered. An animated sparkle icon () appears while the response is generated and changes to the static sparkle icon after the response has fully loaded.