Enabling ServiceNow AI Lens in Virtual Agent

You can enable ServiceNow AI Lens in Virtual Agent so that ServiceNow AI Lens can be triggered from Virtual Agent conversation.

By enabling ServiceNow AI Lens in Virtual Agent, you can trigger AI-powered ServiceNow AI Lens to scan an image for getting insights, recommendation, resolution steps, and more.

Enable AI Search

Enable the AI Search application on your instance so that you can use ServiceNow AI Lens skill to gather insights from an image using generative AI.

始める前に

Role required: ais_admin or admin

手順

1. Navigate to All > AI Search > AI Search Status.
   
2. If AI search is not enabled, select Request AI Search.
   After AI Search is activated in your instance, you will see the following success message.

   

Enable the default Now Assist assistant for ServiceNow AI Lens

Enable the default Now Assist in Virtual Agent assistant so that you can use ServiceNow AI Lens in Virtual Agent.

始める前に

If you have another assistant configured for your specific use case or industry, you can skip this procedure and follow Enable other assistants in ServiceNow AI Lens topic.

Role required: virtual_agent_admin or admin

手順

1. Navigate to All > Conversational Interfaces > Assistants.
   
2. Select the Now Assist in Virtual Agent (default) assistant.
   
3. On the Overview tab, select Save and continue.
4. On the Now Assist Skills tab, ensure that Now Assist Topics is selected.
   
5. Select Save and continue.
6. Display your assistant on a portal.
   1. On the Display experience tab, select the Portals tab.
   2. Select the portal for which you want to enable the Now Assist assistant from the Add portal drop-down.
      
   3. On the Add chat experience dialog box, select Enhanced chat option.
      
   4. Select Add.
7. Display your assistant on a mobile device.
   1. On the Display experience tab, select the Mobile tab.
   2. Under the Chat launcher functions section, select Agent Chat from the Add function drop-down.
      
   3. On the Add chat experience dialog box, select Enhanced chat option.
      
   4. Select Add.
8. On the Information sources tab, select Save and continue.
9. On the Branding tab, select Save and continue.
10. On the Chat experiences tab, select Save and continue.
11. On the Review tab, select Done.

Enable other assistants in ServiceNow AI Lens topic

Enable an assistant other than the default Now Assist in Virtual Agent assistant in ServiceNow AI Lens topic.

始める前に

Skip this procedure, if you have enabled the default Now Assist assistant in the previous procedure.

Role required: virtual_agent_admin or admin

手順

1. Navigate to All > Conversational Interfaces > Virtual Agent > Designer.
   Virtual Agent Designer opens in a new tab.

   

2. In the Topic tab, select ServiceNow Lens topic.
   
3. In the Select LLM assistants section, select your assistant.
   
4. Publish the ServiceNow Lens topic.

(Optional) Enable Agent chat function for a mobile app

Enable the chat function in Virtual Agent for a mobile device for ServiceNow AI Lens.

始める前に

Role required: admin or delegated developer

このタスクについて

Do this procedure when you do not see the Now Assist icon in the Now Mobile app.

手順

1. Navigate to All > System Mobile > Mobile App Builder.

   

   The Mobile App Builder opens in a new tab.
2. From the search option, search and select Now Mobile.
   
3. From the list of screens, select Homepage.
   
4. From the Now Platform configuration list, select the Chat function.
5. Enable the Chat with Virtual Agent setting.