--- sourceDocument: Australia Enable AI sourceDocumentLink: https://www.servicenow.com/docs/r/australia/intelligent-experiences Release : - australia ft:locale : - en-US ft:publication_title : - Australia Enable AI ft:clusterId : - platai bundleId : - platai workflow : - Platform --- # Impact evaluation # ServiceNow AI Impact {#ariaid-title1} Release version: Australia Updated August 4, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of ServiceNow AI Impact The ServiceNow AI Impact evaluation dashboard provides a comprehensive view of business outcomes and operational results derived from AI-driven conversations. Accessible via the Insights interface in ServiceNow AI, it enables organizations to monitor key performance indicators (KPIs) such as issue resolution rates, time savings, and cost reductions. This insight helps ServiceNow customers quantify the business value and efficiency gains from AI interactions. Show full answer Show less ## Key Features * **Total Conversations:** Displays the total number of AI conversations initiated within a user-selected timeframe, reflecting overall interaction volume. * **Estimated Qualified Conversations:** Counts conversations that meet criteria for impact evaluation, indicating those eligible for efficiency and savings analysis. * **Estimated Time Savings (hrs):** Shows cumulative hours saved by AI conversations, calculated based on efficiency improvements compared to manual processes. * **Estimated Virtual Assistant (VA) Efficiency (%):** Represents the average effectiveness of virtual assistant interactions in resolving or assisting user requests as a percentage. * **Average Efficiency of Conversations:** Provides the mean efficiency rating for all conversations, with filters to analyze by conversation size (small, medium, large), including metrics like hours saved per conversation. * **Estimated Cost Savings Calculation:** Calculates cost savings from time saved, using configurable parameters such as hours saved, hourly rate, and currency. Customers can customize these parameters to reflect their financial context. * **User Acceptance Score:** Displays trends in user satisfaction over time via a line chart, helping gauge acceptance and quality of AI interactions. * **Conversation Performance Section:** Offers segmented efficiency metrics by conversation size and content type (Knowledge or Catalog). It includes: * **Conversation Efficiency Chart:** Visualizes efficiency percentages over time with area charts, showing trends across weeks. * **Time Saved with Conversation Chart:** Displays cumulative hours saved through AI conversations as a line chart, highlighting periods of peak savings. ## Practical Benefits for ServiceNow Customers By leveraging the AI Impact dashboard, ServiceNow customers can: * Quantify and monitor the operational efficiency and business value generated by AI-driven virtual assistant interactions. * Identify trends in user satisfaction and virtual assistant performance to guide continuous improvement. * Customize financial parameters to accurately translate time savings into cost savings, supporting ROI analysis. * Analyze conversation performance by size and content type to optimize AI deployment and resource allocation. This capability empowers organizations to make data-driven decisions about AI investments and enhancements, ensuring measurable impact on service delivery and operational costs. The ServiceNow AI Impact evaluation dashboard displays business outcomes and operational results from AI conversations. Metrics include issue resolution rate, time saved, cost reduction, and other KPIs demonstrating AI business value. ## Impact evaluation overview {#md-servicenow-ai-impact__impact-evaluation-overview} The ServiceNow AI Impact evaluation dashboard displays impact evaluation metrics, accessible through the Insights interface in ServiceNow AI. ## Total conversations The Total conversations widget displays the cumulative count of all conversations initiated within the selected time range. This metric represents the overall volume of interactions with ServiceNow AI across your organization. ## Estimated qualified conversations The Estimated qualified conversations widget displays the count of conversations that meet qualification criteria for impact evaluation. This represents conversations eligible for efficiency, savings, and performance analysis. ## Estimated time savings (hrs) The Estimated time savings (hrs) widget displays the cumulative time saved (in hours) through ServiceNow AI conversations within the selected time range. This metric is calculated based on estimated efficiency gains compared to manual task completion. ## Estimated VA efficiency (%) The Estimated VA efficiency (%) widget displays the average efficiency percentage of virtual assistant conversations. This metric represents how effectively AI interactions resolved or assisted with user requests, expressed as a percentage. ## Average efficiency of conversations The Average efficiency of conversations widget displays the mean efficiency rating across all conversations in the selected period. A circular progress indicator shows the percentage, with supporting metrics including: * Total conversation count * Hours saved per conversation You can filter this metric by the following conversation sizes to view efficiency for specific conversation types: * Small size conversation * Medium size conversation * Large size conversation ## Estimated cost savings calculation The Estimated cost savings calculation widget displays cost savings derived from time savings, calculated using the following configurable parameters: Hours saved : The total hours saved by AI conversations. Hourly rate : The cost per hour applied to the calculation (default: USD currency). Currency : The currency denomination for cost calculations. The widget displays the calculated estimated cost savings figure in the specified currency. You can edit cost parameters by selecting Edit on the widget. ## User acceptance score The User acceptance score widget displays an average auto-evaluation user satisfaction score trend over the selected time range. The score is represented as a line chart showing satisfaction ratings across multiple weeks, indicating user acceptance trends for ServiceNow AI conversations. ## Conversation performance The Conversation performance section displays conversation efficiency metrics segmented by content type. The section includes the following elements: Type : Allows filtering by the following categorizations: * By conversation size * By content type Knowledge : Display performance data for conversations using Knowledge. Catalog : Display performance data for conversations using Catalog content sources. Performance metrics are visualized as two area charts showing efficiency trends across the selected time period: Conversation efficiency : The Conversation efficiency chart displays efficiency percentages over time, represented as a filled area chart. The chart shows efficiency performance from the earliest date in the selected range through the most recent date, visualizing efficiency trends across weeks Time saved with conversation : The Time saved with conversation chart displays the trend of hours saved through AI conversations over the selected time range. The metric is visualized as a line chart showing cumulative time savings across weeks, with peaks indicating periods of higher time savings contribution.