--- 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 --- # Usage and adoption # Usage and adoption {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 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 Usage and Adoption The Usage and Adoption dashboard in ServiceNow provides key metrics to evaluate AI adoption and performance within your organization. It offers insights into how AI skills are used, user engagement levels, departmental usage, and feedback on AI actions. The dashboard is divided into two tabs: Usage Summary and Adoption, each delivering detailed analytics on AI activity. Show full answer Show less ## Key Features * **Usage Summary Tab:** Displays total and daily AI actions, skill distribution trends, and daily unique users engaging with AI skills. Filters for date range (default 30 days), channel, and product allow targeted analysis. * **Total and Daily AI Actions:** Tracks the volume of AI skill executions, helping you understand the scale and daily fluctuations of AI usage. * **User Engagement Metrics:** Shows average and daily unique users interacting with AI skills, indicating overall adoption levels. * **Skill Group and Engagement Trends:** Interactive charts illustrate usage patterns of various AI skills, highlighting popular skills and those requiring attention. * **Workflow Usage Comparison:** Presents daily AI action counts across different workflows to identify where AI is most utilized. * **Adoption Tab:** Focuses on departmental adoption by showing departments with highest AI usage, comparing AI actions by department, and providing detailed feedback and error statistics. * **Feedback and Error Details:** Tracks user feedback on AI actions, including positive feedback counts, and monitors errors to help identify areas for improvement. ## Key Outcomes * Gain comprehensive visibility into AI adoption across your organization by department, skill, and workflow. * Identify trends in skill usage to optimize the development and deployment of AI capabilities. * Measure user engagement through unique user counts to assess AI adoption success. * Leverage feedback data to improve AI skill performance and user satisfaction. * Monitor error rates to proactively address issues that affect AI action reliability. * Utilize filtering options to tailor insights for specific products, channels, and timeframes relevant to your business needs. 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. Figure 1. Usage and adoption dashboard page The indicators on the Usage and adoption dashboard page provide the following insights. See [AI Analytics dashboard indicator details](https://www.servicenow.com/docs/g_PygWr~KWP_8YbRYQUjbA "Indicator details help you understand the data and calculations behind an indicator that is presented in the form of a visualization on the dashboard.") for information on data source and calculations behind each indicator on the page. * 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-and-adoption__ul_ln1_nxr_bdc} ## Usage summary indicators {#usage-and-adoption__section_rtn_ksr_32c} 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 {#usage-and-adoption__section_ojf_lsr_32c} 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 For more information on granular feedback data and the analytics data model, see [Granular Feedback and Analytics in Now Assist Virtual Agent](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB3060968) on Now Support. 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