Enhanced chat
Now Assist panel enhanced chat is a conversational support experience within a dynamic window that also includes the ability to have multiple active conversations and superior search capabilities. Use Now Assist panel enhanced chat to improve your productivity and efficiency by leveraging generative AI to perform tasks such as summarize a chat, case, or incident, request help, generate resolution notes, among others.
Agents can use the Now Assist panel enhanced chat to interact with and get assistance from generative AI. You can move the chat window by selecting the header and dragging the chat window to the desired location. You can resize the chat window by using the window's edges to resize to your desired size or use the toolbar icons.
Conversational aspects of the Now Assist panel, such as skill detection, are powered by Now LLM Service.
Prerequisites
- Next Experience must be enabled. For more information, see Considerations for activating Next Experience.
- You must have the now_assist_panel_user role.
- Your role must be applied to at least one active Now Assist skill to use skills in the Now Assist panel.
- Now Assist panel enhanced chat must be activated before you can use it. See Activate Now Assist panel enhanced chat for more information.
- Now Assist skills must be enabled to appear on the Now Assist panel. For more information, see Now Assist skills.
- If you want to use assistants, you must activate them. See Activate Now Assist panel assistants for information on activating assistants.
- If you want to use voice input, you have to enable voice input Enable voice input for Now Assist panel. Hinweis:Voice input is automatically activated when you activate the Now Assist panel. As of the Zurich Patch 4 release, voice input is configured in the Configure Next Experience accessibility preferences.
Now Assist panel enhanced chat overview
Let's get started by selecting the Now Assist icon 
to display the Now Assist panel.
| Item number | Description |
|---|---|
|
1 - |
Expands the chat into a 90% screen-size window. The 90% screen-size window can’t be resized or moved. Selecting the icon again resizes the chat back into the floating window. |
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2 - |
Positions, or pins, the Now Assist panel to the screen. |
|
3 - Option buttons |
Displays the available options. |
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4 - Reply to Now Assist... |
Enter actions. |
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5 - Now Assist message |
Indicates that the answers are generated by AI. |
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6 - 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. |
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7 - Closed chats |
Displays all closed chats. If you select a closed chat, the chat's history displays. |
The Now Assist subheader consists of these elements:
| Element | Description |
|---|---|
1. Chats ( ) |
All chats appear. Chats are organized with the most recent conversations at the top. Selecting a chat opens the chat in the conversation area. If there are unread chats or notifications, a badge number appears on the Chats icon (
|
| 2. [Chat name] |
The name of the conversation. If you select a promoted asset or query, that asset's title appears as the chat name. If instead you enter an utterance into the Reply to Now Assist field, your initial utterance becomes the chat name. The chat name appears in both the Now Assist subheader and section. |
3. New chat ( ) |
A new conversation begins. You may be prompted with a greeting message along with any promoted conversational assets such as topics, subflows, and/or actions, or suggested queries. |
| 4. Feedback icons panel | You can indicate if the response was helpful by selecting the like thumbs up icon  or if the response wasn't helpful, you can select the dislike thumbs down icon  . You can also copy the response by selecting the copy message icon  . |
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.
| Next Experience | Core UI |
Agentic conversations
When you ask a question to the Now Assist panel enhanced chat, the agent understands the query and begins a flow. When you submit a message with multiple questions or requests, Now Assist panel enhanced chat answers the multiple questions consecutively in its response. It can reason, plan, and execute across AI agents, Now Assist panel topics, conversational actions and subflows, catalogs, Knowledge Base articles, custom skills, and any Now Assist supported skills to help you. You receive on-screen messages to let you know where the agent is in the agentic processing flow prior to receiving the response. After the processing has completed its flow,
a View AI Steps section header appears, where the processing flow steps can be expanded and viewed. You can stop the agentic processing flow at any time by selecting the End flow icon (
). After an action starts, it can't be stopped. Selecting the End flow icon only stops the proceeding processing
steps.
When you ask a question to the Now Assist panel enhanced chat, the agent understands the query and begins a flow. It can reason, plan, and execute across AI agents, Now Assist panel topics, conversational actions and subflows, catalogs, Knowledge Base articles, custom skills, and any Now Assist supported skills to help you. You receive on-screen messages to let you know where the agent is in the agentic processing flow prior to receiving the response. You can stop the agentic processing flow at
any time by selecting the End flow icon (). After an action starts, it can't be stopped. Selecting the End flow icon only stops the proceeding processing steps.
Navigating from the Now Assist panel
You can 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.
/summarize quick action in Agent Chat.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.
- 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.
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 that 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.
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.