Xanadu |
- Xanadu Patch 9
- Use enhanced chat
- Enhanced chat is a conversational support experience within a resizable and moveable window that also includes the ability to have multiple active conversations and superior search capabilities. Using enhanced chat's
full-page experience further intertwines chat and search capabilities by redirecting users into a full-page chat after entering a query into a portal's search bar.
- View inline citations
- View the expanded list of inline citations for standard and enhanced chat:
- Catalog
- Topic, subflows, or actions
- Q&A Knowledge Base articles
- External content connections
Note: External content connections now include the following connection types:
- Microsoft SharePoint
- Confluence
- Atlassian
Jira Cloud
- Google Drive
- Microsoft Teams
- Predefined web sources
- ServiceNow® documentation
- Slack
- People
Note: If Knowledge Graph is turned on, you can view information about a person. The people information in the Virtual Agent response typically includes their title, department, location, and email address. The people popover shows additional information.
- Use suggested actions
- View suggested actions that were related to your prior conversation and that you consider doing next. After completing a conversational catalog request, conversational subflow, or Virtual Agent topic, two suggested actions appear after a Here's what you can do next header.
- Stream enhanced chat responses
- Stream LLM response messages as they’re generated instead of the response text appearing all at once to end users. Responses stream in either one letter or one word at a time.
- Use language detection to automatically switch the conversational language for enhanced chat conversations
- Automatically switch the conversational language to the user's detected language during LLM enhanced chat conversations when language detection is turned on. This automatic switch can occur when a user enters an utterance at
the start of a new conversation or within the portal home page’s search field.
- Recognize the Boolean user input control during dynamic translation
- Recognize the Boolean user input control in chat conversations during dynamic translation.
- Adjust Shorten responses toggle to impact Show more option in chat
- For bot text responses, adjust the Shorten responses toggle in Virtual Agent Designer to turn off the Show more option on the user side. When Shorten responses is turned off, the Show more option does
not appear in the chat to the user and the full answer is displayed rather than a truncated response.
- Configuring Now Assist in Virtual Agent
- In addition to configuring Now Assist in Virtual Agent assistants, admins can configure the default Now Assist panel assistants. Options may vary for Now Assist panel assistants.
-
Create an assistant
- If multiple assistants are created, users can chat simultaneously with multiple assistants. Conversations are independent from each other.
- Turn on or off Now Assist panel (agent or creator) assistant. Contact support to configure Now Assist panel assistants.
-
Assign Now Assist skills to an assistant
- Now Assist Topic skill must be turned on at the assistant level for document uploads to be activated when managing the chat experience. For more information, see Manage an assistant chat experience.
- Create and manage agentic workflows in Now Assist AI Agents Studio and assign the workflows to the assistant.
-
Display your assistant on a portal or channel
- Display Now Assist in Virtual Agent enhanced chat, with or without the full-page experience, on your portal or mobile app. This dynamic window includes the ability to have multiple active conversations and search capabilities.
To use enhanced chat, portals and mobile apps require AI Search to be enabled. For more information on the prerequisites, see Portal prerequisites for enhanced chat and Mobile app prerequisites for enhanced chat.
-
Manage an assistant chat experience
- Upload documents to Now Assist in Virtual Agent standard chat or enhanced chat experience. The Now Assist topics skill must be enabled in Now Assist skills. For more information on file formats, see Upload documents in Now Assist in Virtual Agent.
-
Review assistant settings
- Document uploads appear as active if it's turned on when managing the chat experience.
- Upload documents in Now Assist in Virtual Agent
- Upload or drag and drop files to Now Assist in Virtual Agent (standard chat or enhanced chat). The assistant analyzes and understands the content of the files, and a user can ask questions about the content of the files or get a summary.
- Now Assist in Virtual Agent system properties
- Enable suggested actions in Now Assist in Virtual Agent so that users are offered options for what they can do after completing a prior action. Suggested actions is applicable to standard and enhanced chat, mobile, and Microsoft Teams.
- Xanadu Patch 7
- Stream chat responses
- Stream LLM response messages as they’re generated instead of the response text appearing all at once to end users. Responses stream in either one letter or one word at a time.
- Xanadu Patch 3
- Use Now Assist to call Microsoft Active Directory v2 actions
- Install Now Assist for Conversational Spokes plugin and start utilizing the conversational ability of the Look up User spoke action. You can call this action from a conversational interface like Now Assist.
- Run an action from a conversation
- Run a Workflow Studio action from a Now Assist conversation. Create and configure the conversational action from Workflow Studio. View and edit conversational actions within Virtual Agent Designer.
- Run a subflow from a conversation
- Run a Workflow Studio subflow from a Now Assist conversation. Create and configure the conversational skill from Workflow Studio. View and edit conversational subflows within Virtual Agent Designer.
- AI generated topic description message within topic migration
- A Topic description generated by Now Assist message now appears near the Topic Description field during the topic migration's Review descriptions step.
- Small talk for LLM conversations
- Use small talk in LLM conversations for greetings and farewells along with gratitude and complaint statements. A Semantic Filtering Framework (SFF) detects small talk and generates an appropriate response.
- Language detection for LLM conversations
- Use language detection for your LLM conversations to improve your user's experience.
- Virtual Agent Designer Topics home page
- A new list-based Virtual Agent Designer home page appears for users who have activated Now Assist in Virtual Agent and the Agent assist Topics skill. The card-based UI is still available for those users who use only NLU/keyword or Virtual Agent Lite.
- Virtual Agent Designer user input controls
- Updates to LLM user inputs include:
- Use the Validation toggle in the Advanced section of User Inputs to confirm user input values by scripts.
- Use the Allow slot filling toggle on User Inputs to switch between static (single field) and dynamic (define with scripts or data pill picker) detail description modes.
- Get a message that a mandatory field cannot be skipped when you attempt to skip a user input with conditions not set to be skippable.
- Configuring Now Assist in Virtual Agent
- Updates to the admin guided setup include:
- Enhance functionality and efficiency of your Virtual Agent by linking primary assistants to secondary assistants, enabling a primary assistant to use search sources from secondary assistants.
- View the relationship between primary and secondary assistants within a map view.
- Select portals and mobile applications to display Virtual Agents.
- Create conversational subflows and actions by launching Workflow Studio to make conversational subflows and actions available to the assistant.
- Synthesized response
- For Now Assist in Virtual Agent users, a synthesized response can appear. A synthesized response includes a brief summary of the requested information and search results along with Genius Results. Mid-topic switching can occur
during a conversation with synthesized response. Users can continue with their original request or switch the conversation's focus.
- New system properties
- The following system property
was added to increase flexibility of the search results and response:
- sn_nowassist_va.synthesized_autostart_items: When synthesized response only returns a singular action, configure whether to directly launch into that action. By default, whenever synthesized response
returns a single Virtual Agent topic, that action is auto-launched. The following actions can be configured to auto-launch:
- Synthesized response returns a single conversational catalog item.
- Synthesized response returns a single Virtual Agent topic, along with Knowledge Base information.
- Synthesized response returns a single conversational catalog item, along with Knowledge Base information.
- Xanadu Patch 1
- Delete virtual agents
- Delete a Virtual Agent from the assistants list.
- Support virtual agents on a portal
- Allow public availability of an LLM-based Virtual Agent on a portal.
- Display a virtual agent in a channel
- Integrate your preferred messaging channels to display your Virtual Agent.
- Install proactive triggers
- Install Proactive Triggers from within the Review page.
- Support notifications in virtual agents
- Support actionable and non-actionable notifications for LLM conversations in Virtual Agent.
|
Yokohama |
- Yokohama Patch 11
- Assistant Designer
- Create and manage LLM-based chat and voice assistants within Assistant Designer, a centralized assistant administrator experience. Assistant Designer is comprised of three main areas: Assistants, Asset library, and Analytics.
- Configuring assistants overview
- Access the Assistants tab within Assistant Designer by navigating to . The Assistants tab is only available for customers who have the Now Assist license. NLU-only customers don't have access to Assistant Designer.
- View assistants
- View chat and voice assistants within the Assistants tab of Assistant Designer.
- The card view is the default view for the assistants.
- An inactive (gray) or active (green) label is shown for each assistant.
- Activate, deactivate, test, edit, or delete an assistant.
- A display experience label is shown on each chat assistant card.
- A domain label is shown on assistant cards if an assistant is created outside of the global domain. If assistants are only created within the global domain, the label isn’t shown.
- The ability to view or edit an assistant depends on the domain that the admin has access to.
- The name and date are shown for when the assistant was last updated.
- Voice assistants show a voice icon and label on the card. Voice assistants can't be tested within Assistant Designer.
- The map view shows the assistant hierarchy where you can open, turn on or off, or delete an assistant.
- View the side panel for quick access to Pick up where you left off, Recent activity, and Resources.
- Create a voice assistant
- Start creating an AI voice assistant by providing a name and description. Tag to a business unit to analyze your voice assistant.
- Power your voice assistant with agentic experience by adding AI agents.
- Personalize your voice assistant by choosing a language, adding a welcome message, and an AI voice persona.
Note: The supported languages are:
- Secure the voice interactions by setting up caller authentication methods and safeguards.
- Create a chat assistant
- Add basic details such as a name and description for your chat assistant, and set your assistant as a primary assistant. The Basic details page within the UI has replaced the Overview page.
- Now Assist panel – Platform (default) assistant can be set as a primary assistant and linked to secondary assistants. Now Assist panel – Developer assistant doesn't have this option.
- The name and description of the Now Assist panel assistants can't be changed.
- Use agentic support
- Let the assistant use AI agent skills and agentic orchestration. Admins can choose between agentic or standard (Q&A) modes depending on business needs and user experience goals. Turn on or off the
Prioritize AI agents during skills discovery feature.
- Assign search sources
- Restore search sources back to the default (Now Assist Multi-Turn Catalog Ordering and Now Assist Q&A).
- Now Assist panel - Platform (default) assistant now has the option to copy an existing search configuration.
- Dynamic global search configuration has been added to the list of search application configurations.
- Create or configure additional search sources by selecting the External Content Connectors link. This replaces a card view.
- Manage knowledge articles by selecting the Knowledge Center link.
- In edit mode, search sources are found within the Information Sources sub-tab.
- Add a Knowledge Graph schema
- Adding a Knowledge Graph schema has moved from the Information sources page to its own page.
- Add a Knowledge Graph schema is now available for the Now Assist panel - Platform (default) assistant. For the NLQ schema, if Global Graph or Global Graph Mini is selected, you have the option to select tags for specific workspaces that are active on the
instance.
- Define the mapping relationship between individual workspaces on the instance and predefined Knowledge Graph tags when Global Schema is selected for NLQ.
- In edit mode, Knowledge Graph
is found within the Information Sources sub-tab.
- Add assets
- By default, all Now Assist skills (Now Assist Q&A, Now Assist multi-turn catalog ordering, Now Assist topics, subflows and actions, custom skills, and AI agents) are turned on.
Therefore,
the Now Assist skills page has been removed.
- Map an asset to an assistant. Assets are the building blocks of each assistant, providing them with instructions and functionality for helping users. Assets include topics, subflows and actions, custom skills, and AI
agents. For Now Assist panel - Developer assistant, only topics (asset type) is available.
- In edit mode, assets are found within the Information Sources sub-tab.
- Select a display experience
- Leverage Now Assist capabilities in Google chat.
- Use Prominent action button override to allow a different chat assistant other than the default assistant to be launched on a mobile app.
- In edit mode, display experiences are found within the Settings sub-tab.
- Display assistant on Platform or ServiceNow Studio
- The Add ServiceNow Platform drop-down menu has replaced the Add agent experience drop-down menu. A Now Assist panel assistant can't be added to other display experiences.
- In edit mode, display experiences are found within the Settings sub-tab.
- Brand an assistant
- Minor enhancements to the look-and-feel of the standard chat preview pane.
- In edit mode, branding is found within the Settings sub-tab.
- Manage chat experience
- A standard chat preview pane is shown for the default greeting topic (Now Assist – Greeting) and the default closing topic (Now Assist – Closing). Selecting custom topics won’t show a preview pane.
- Fallbacks have a standard chat preview pane and each fallback is shown if toggled on.
- For the Now Assist panel - Platform (default) assistant, web search, record producer, and custom fallback are available options. End this chat and survey are available for the standard chat
experience.
- In edit mode, chat experience is found within the Settings sub-tab.
- Enable additional chat features
- Web search, response streaming, document uploads, and closed chat were moved from the Manage chat experience page to its own page. By default all chat features except web search are turned on.
- Response streaming can be turned on at the assistant level regardless of whether Dynamic Translation is turned on or off. However, response streaming doesn't work when Dynamic Translation is being used.
- In addition to web search, response streaming, document uploads, and closed chat, Now Assist panel Platform assistant has voice input. Voice input allows users to use a microphone to enter the input.
- In edit mode, additional chat features are found within the Settings sub-tab.
- Review settings
- New sections that have been added include: Agentic support, Knowledge Graphs, Assets, and Chat features.
- Testing an assistant has been removed from the Review page.
- Test a chat assistant
- Test a chat assistant from tab or from within each page while in edit mode.
- Edit a chat assistant
- Edit a chat assistant from tab. You will be directed through an edit flow with a slightly different UI from the create flow.
- Analyzing assistants
- Monitor, evaluate, and optimize the performance of your AI-powered assistants within the Analytics tab of Assistant Designer.
- Copy received messages
- Use the copy message icon in the feedback panel to copy received Virtual Agent responses.
- New system properties
-
- Set the com.glide.cs.nass.synthesized_response.disabled_popover.hide to true to hide the popover for disabled catalog items for Now Assist in Virtual Agent and Now Assist panel's enhanced chat.
- Set the sn_ais_assist.enable_pi_in_nba property to true to
allow conversational history-based suggested actions and fill multiple
suggested action slot options.
- View the sn_nowassist_va.enable_nass_show_all_options property to decide whether to allow the View all options link in an enhanced chat conversation's greeting topic.
- The com.glide.interactive_view.enabled property opens an interactive side panel view next to the chat window. The default value is true to activate AI Engagement Experience on
your instance.
- View org chart in the interactive view
- Select View org chart from the people citation's popover in Now Assist panel's enhanced chat or Now Assist in Virtual Agent enhanced chat/enhanced chat's full-page experience. The person's organizational chart appears to the right of the chat conversation in an area known as the interactive view. You can switch
between multiple organizational charts via a drop-down in the interactive view if you open multiple people citations' org charts in the same conversation.
- Yokohama Patch 8
- Select continue or move to next task button
- The Continue to next task button appears in the new Ready to move on to your next task card whenever multiple questions are found in a single standard chat user's message. The
Move on to the next task citation appears at the end of an enhanced chat's synthesized response whenever multiple questions or requests are found along with an action in the user's single message.
Whenever either Continue to next task (standard chat) or Move on to the next task (enhanced chat) is selected, the second question or request is reviewed and a synthesized response
is sent back regarding the user's second question or request.
- Multiple questions in a single user message are answered consecutively
- Virtual Agent can answer multiple questions that were submitted in a single message query. Now Assist panel or Now Assist in Virtual Agent answers the multiple questions consecutively in a response.
- Now Assist in Virtual Agent system properties
- Use sn_aia.use_agents_in_planner to configure AI agent discovery behavior. The default value is true, preferring AI agents over assets including catalogs, topics, Q&A
knowledge base articles, workflows, and sub-workflows. When set to false, there’s no preference for AI agents. AI agents and assets are treated the same.
- Yokohama Patch 6
- Configure additional user interface and experience options for enhanced chat
- Customize and configure the Search Toggle Button Label for enhanced chat's full-page experience. Additionally, you can configure the Enable Unread Conversation Count Display and Left Panel Header Label for enhanced chat and
enhanced chat's full-page experience.
- New third-party AI model provider options available for all Now Assist applications
- Google Gemini and AWS Claude are available for Now Assist skills and AI agents in addition to Now LLM Service and Azure OpenAI.
- View agentic conversations processing steps
- View agentic conversational processing steps and stop the flow, if needed.
- View extended entities and records
- View extended entities and records in standard and enhanced chat conversations that come from the additional custom tables associated with the Knowledge Graph natural language query (NLQ) schema such as:
- Assets
- Incidents
- Recently viewed knowledge base articles
- Requests
- Tasks
- View suggested queries in the portal’s search bar and chat window
- View the most frequently asked queries in the portal’s search bar and enhanced chat’s Virtual Agent. Any search query entered into the portal’s search bar or Virtual Agent is incorporated into the greeting topic for future conversations as a suggested query. Suggested queries are only included in the Virtual Agent greeting topic whenever no promoted assets are designated.
- Work with suggested queries
- Two system properties were added to enable the suggested queries feature: sn_nowassist_va.enable_suggested_queries and sn_nowassist_va.max_suggested_queries.
- Configure AI search answers OneExtend capability for web search
- Configure the AI Search answers capability via sys_one_extend_capability.list to establish the web search AI provider and work with API keys, if needed.
- Expanding AI provider support for web search
- OpenAI, Perplexity, and Google Gemini support web search.
- Configuring assistants overview
- Enhancements to Now Assist in Virtual Agent assistants and Now Assist panel Platform and Developer assistants. Options vary for Now Assist panel assistants.
-
Create a chat assistant
- Configure assistants by domain.
-
[Placeholder link text to key bundle-convint.assign-na-skills-assistant]
- Now Assist in Virtual Agent assistants: By default, all global skill types are turned on in Now Assist Admin console.
- Now Assist panel Platform assistant: By default, all global skill types, except for Catalog skill, are turned on in Now Assist Admin console.
- Now Assist panel Developer assistant: By default, Now Assist Topic skill is turned on in Now Assist Admin console. No other skills are available for the Now Assist panel Developer assistant.
-
Select a display experience
- Now Assist in Virtual Agent: For mobile search widgets, allow the search bar to open into a full-page experience.
-
Display assistant on Platform or ServiceNow Studio
- Now Assist panel Platform assistant: Enable enhanced chat for a conversational experience that includes a dynamic, movable, and resizable chat window, plus access to multiple active conversations.
- Now Assist panel Developer assistant: Not applicable.
-
Assign search sources
- Now Assist in Virtual Agent:
- Add internal and external search sources, such as catalog items and Microsoft Sharepoint, from a drop-down list.
- Add a slot filling schema to input user information from your organization's Knowledge Graph. Add a Natural language query schema to allow users to perform a data query during a conversation.
- Now Assist panel Platform assistant:
- Add internal and external search sources, such as catalog items and Microsoft Sharepoint, from a drop-down list.
- Add a slot filling schema to input user information from your organization's Knowledge Graph. Add a Natural language query schema to allow users to perform a data query during a conversation.
- Now Assist panel Developer assistant: Not applicable.
-
Manage chat experience
- Now Assist in Virtual Agent:
- Select a custom greeting topic, closing topic, error topic, and survey for your assistant.
- Select one or more fallback options: live agent, web search, record producer, end this chat, and custom fallback.
- Enable web search fallback option and web search mode to allow users to search the web from within a chat window.
- Now Assist panel Platform assistant:
- Select a custom greeting topic or error topic for your assistant.
- Fallback options don't apply to Now Assist panel Platform assistant.
- Enable web search mode to allow users to search the web from within a chat window.
- Now Assist panel Developer assistant: Not applicable.
- Now Assist panel
- Use the enhanced Now Assist panel for a more intuitive and personalized experience. The updated Now Assist panel is re-sizable and can be moved anywhere on the ServiceNow AI platform.
- Yokohama Patch 4
- Now Assist in Virtual Agent system properties
- Enable pinning a chat window on a portal by using the sn_nowassist_va.enhanced_chat_pin_enabled.<portal-url> system property.
- Yokohama Patch 3
- Use enhanced chat
- Enhanced chat is a conversational support experience within a resizable and moveable window that also includes the ability to have multiple active conversations and superior search capabilities. Using enhanced chat's
full-page experience further intertwines chat and search capabilities by redirecting users into a full-page chat after entering a query into a portal's search bar.
- View inline citations
- View the expanded list of inline citations for standard and enhanced chat:
- Catalog
- Topic, subflows, or actions
- Q&A Knowledge Base articles
- External content connections
Note: External content connections now include the following connection types:
- Microsoft SharePoint
- Confluence
- Atlassian
Jira Cloud
- Google Drive
- Microsoft Teams
- Predefined web sources
- ServiceNow® documentation
- Slack
- People
Note: If Knowledge Graph is turned on, you can view information about a person. The people information in the Virtual Agent response typically includes their title, department, location, and email address. The people popover shows additional information.
- Use suggested actions
- View suggested actions that were related to your prior conversation and that you consider doing next. After completing a conversational catalog request, conversational subflow, or Virtual Agent topic, two suggested actions appear after a Here's what you can do next header.
- Stream enhanced chat responses
- Stream LLM response messages as they’re generated instead of the response text appearing all at once to end users. Responses stream in either one letter or one word at a time.
- Use language detection to automatically switch the conversational language for enhanced chat conversations
- Automatically switch the conversational language to the user's detected language during LLM enhanced chat conversations when language detection is turned on. This automatic switch can occur when a user enters an utterance at
the start of a new conversation or within the portal home page’s search field.
- Recognize the Boolean user input control during dynamic translation
- Recognize the Boolean user input control in chat conversations during dynamic translation.
- Adjust Shorten responses toggle to impact Show more option in chat
- For bot text responses, adjust the Shorten responses toggle in Virtual Agent Designer to turn off the Show more option on the user side. When Shorten responses is turned off, the Show more option does
not appear in the chat to the user and the full answer is displayed rather than a truncated response.
- Configuring assistants overview
- In addition to configuring Now Assist in Virtual Agent assistants, admins can configure the default Now Assist panel assistants. Options may vary for Now Assist panel assistants.
-
Create a chat assistant
- If multiple assistants are created, users can chat simultaneously with multiple assistants. Conversations are independent from each other.
- Turn on or off Now Assist panel (agent or creator) assistant. Contact support to configure Now Assist panel assistants.
-
[Placeholder link text to key bundle-convint.assign-na-skills-assistant]
- Now Assist Topic skill must be turned on at the assistant level for document uploads to be activated when managing the chat experience. For more information, see Manage chat experience.
- Create and manage agentic workflows in Now Assist AI Agents Studio and assign the workflows to the assistant.
-
Select a display experience
- Display Now Assist in Virtual Agent enhanced chat, with or without the full-page experience, on your portal or mobile app. This dynamic window includes the ability to have multiple active conversations and search capabilities.
To use enhanced chat, portals and mobile apps require AI Search to be enabled. For more information on the prerequisites, see Portal prerequisites for enhanced chat and Mobile app prerequisites for enhanced chat.
-
Manage chat experience
- Upload documents to Now Assist in Virtual Agent standard chat or enhanced chat experience. The Now Assist topics skill must be enabled in Now Assist skills. For more information on file formats, see Upload documents.
-
Review settings
- Document uploads appear as active if it's turned on when managing the chat experience.
- Upload documents
- Upload or drag and drop files to Now Assist in Virtual Agent (standard chat or enhanced chat). The assistant analyzes and understands the content of the files, and a user can ask questions about the content of the files or get a summary.
- Now Assist in Virtual Agent system properties
- Enable suggested actions in Now Assist in Virtual Agent so that users are offered options for what they can do after completing a prior action. Suggested actions is applicable to standard and enhanced chat, mobile, and Microsoft Teams.
- Web Search custom skill
- Use the Web Search custom skill to query the internet for information using a third-party AI. The skill triggers when the LLM and AI Search cannot provide an answer. Both values are shown in the System Properties [sys_properties] table item sn_nowassist_va.websearch_fallback_enabled. Set a chosen definition (such as
Perplexity) to true in the AI Search answers OneExtend capability along with its matching API in the Credentials list. You can set one definition and credential to true at any one time.
- Yokohama Patch 1
- Stream chat responses
- Stream LLM response messages as they’re generated instead of the response text appearing all at once to end users. Responses stream in either one letter or one word at a time.
- Benefit from Knowledge Graph integration
- Receive fewer Virtual Agent slot-fill questions during conversations whenever Knowledge Graph is activated.
- Receive personalized synthesized response answers with Knowledge Graph integration
- Discover more personalized conversational catalog, topic, subflows, or action responses and receive more personalized answers for Q&A Knowledge Base synthesized responses. Personalized responses may appear depending on whether the questions or requests sent to Virtual Agent trigger the Knowledge Graph user profile schema. These personalized responses are slot-filled based on the following table and column attributes:
- sys_user table's columns:
- Name
- First name
- Last name
- Username
- Employee number
- Email
- Business phone
- Mobile phone
- Title
- Preferred language
- Time format
- Date format
- Time zone
- Zip code
- City
- State
- cmn_location table's columns:
- cmn_department table's column:
- core_company table's column:
- manager table's columns:
- Name
- First name
- Last name
- Username
- Employee number
- Email
- Business phone
- Mobile phone
- Title
- Preferred language
- Time format
- Date format
- Time zone
- Zip code
- City
- State
- reportees table's columns:
- Name
- First name
- Last name
- Username
- Employee number
- Email
- Business phone
- Mobile phone
- Title
- Preferred language
- Time format
- Date format
- Time zone
- Zip code
- City
- State
- assets table's columns:
- Display name
- Purchase date
- Retired date
- Configuring assistants overview'
-
Now Assist skills:
- An alert appears, at the assistant level, if a global level skill is turned off.
- By default, all global level skills are turned on in the Now Assist Admin console, except for subflows and actions.
- Custom skill is a new skill that has been added to the list of Now Assist skills.
-
Display experience:
- Select the chat launcher function to open an assistant.
- Select a custom mobile app, integrated with the mobile SDK, to open an assistant.
- Custom apps section appears if the mobile SDK plugin is installed.
-
Information sources:
- Add an external search source to your assistant's search profile.
- Create custom skills in the Now Assist Skill Kit and assign the skills to the assistant.
- Associate Knowledge Graph with an assistant if Knowledge Graph is enabled.
-
Chat experience:
- Promoted topics has been renamed to promoted assets.
- Tags appear in promoted assets indicating whether it's a topic, subflow, or action.
- Streaming responses can be activated if Dynamic Translation is deactivated.
- Activate or deactivate pre-chat surveys as an admin with the sys_properties.list item com.glide.cs.nass.prechat.enabled.
-
Review:
- Shows whether stream responses is turned on or off.
- Using Now Assist in Virtual Agent
- Search through external content connections such as Microsoft SharePoint or Confluence if external search sources are added to information sources when Configuring assistants overview.
- Select an inline citation to show a popover containing a link to an article or source, or a description and action to start a request.
- Citations with an action are shown after a second clarifying question from Virtual Agent.
- Change the order of the fallback and revisit options in the View more options results list that appears in the synthesized response. Use the
sn_nowassist_va.synth_response_revisit_position system property with either the BEFORE_FALLBACK or AFTER_FALLBACK values.
- Show or hide the Need more help button in the synthesized response by using the show_view_more_for_synthesized system property.
- Turn on or off regular results in Virtual Agent from the following Now Assist Search Results Output Types table using the parameter now_assist_va_search_results_output_type.list parameter.
- Use prechat and postchat surveys with GPT4o and LLAMA. Users can select data pills or enter strings for responses.
- Use new prebuilt topics for prechat and postchat surveys in LLM conversations.
|
Zurich |
- Zurich Patch 9
- View assistants
- If you have the com.snc.ex_ai_portal (Employee Slate) app installed, the default Employee Slate assistant is shown, and Employee Slate is mapped to it by default. The default Employee Slate assistant can
be activated, deactivated, edited, and tested. It can’t be deleted.
- Select a display experience
- The default Employee Slate assistant comes with premium chat. Premium chat is a contextual chat experience that appears throughout the platform, adapting its behavior and interface based on where users are and what they’re
doing.
- Brand an assistant
- For the default Employee Slate assistant, configure premium chat branding. Select and configure the chat header, chat logo, and chat menu items such as a phone number, email, and link.
- A Channels section is shown for Now Assist in Virtual Agent assistants and the default Employee Slate assistant if a channel is configured in the display experience.
- Manage chat experience
- Depending on your configuration, different greeting, closing, and fallback options may appear. Legacy messages (chat messages) and legacy fallbacks (chat fallbacks) are shown when at least one display experience has standard
chat or enhanced chat. Premium messages and premium fallbacks are shown when at least one display experience has premium chat.
- Test a chat assistant
- Test your chat assistant (standard, enhanced, or premium chat) to simulate an end-to-end conversation before moving your experience into a production environment.
- Now Assist in Virtual Agent on mobile
- Use the modified version of Now Assist in Virtual Agent on your mobile device. This redesigned version adapts to smaller screens without losing functionality or clarity.
- Zurich Patch 8
- Clarifying questions for unclear requests
- Get precise, relevant answers from Now Assist in Virtual Agent premium chat even when your request is unclear, as the assistant asks you a targeted clarifying question before responding instead of returning an overwhelming list of results. When the assistant
is confident that it understands your request, it responds immediately without interrupting the conversation.
- Upload documents
- Upload documents directly into a Now Assist in Virtual Agent conversation during topic, skill, catalog, or agent execution, and let the assistant extract information from them to automatically fill in required fields, answer questions, and keep the
conversation moving. Uploaded document context is retained for the duration of the session and cleared when the session ends to protect your data.
- Configuring assistants overview
- For new and upgrading customers, Now Assist panel - Platform assistant comes with the option to opt into premium chat if your instance meets certain criteria. For more information, see Premium chat and [Placeholder link text to key display-nap-assistant].
- Display assistant on Platform or ServiceNow Studio
- If you're a new or upgrading customer and you have opted into the premium chat experience, legacy messages (formerly chat messages) and legacy fallbacks (formerly chat fallbacks) settings aren't automatically migrated. You
must review, configure, and customize them in premium messages and premium fallbacks.
Note: ServiceNow performs a set of readiness checks to confirm that your instance is eligible for premium chat. If your instance doesn’t meet the requirements, you can continue using your existing standard
or enhanced chat experience. After an upgrade, there may be a delay before premium chat is available to choose from.
- Brand an assistant
- Brand your Now Assist panel – Platform assistant's chat header and chat logo, if you have premium chat set up.
- Manage chat experience
- Now Assist panel – Platform assistant has premium messages and premium fallback capabilities.
Note: For premium fallbacks, web search fallback is dependent on your web search mode setting in Enable additional chat features. If web search mode is turned off, web search fallback is unavailable. If web search mode is turned on, web search fallback is available where you can turn it on or
off.
- Feedback surveys are supported in both standard chat and enhanced chat experiences. When enhanced chat is enabled, the survey is automatically triggered when the user indicates
that they are finished chatting, based on the assistant’s survey configuration.
- Edit a chat assistant
- Edit an assistant to turn response feedback on or off. For more information, see Manage response feedback.
- Now Assist in Virtual Agent system properties
- Turn premium chat on or off for the Now Assist panel – Platform assistant using the sn_nowassist_va.enable_nap_aix_experience system property. The default value is set to false. When the system
property is set to false, you can switch back to your previous state (standard chat or enhanced chat) from the Assistant Designer chat experience modal. When the system property is set to true, you won't have the option to make edits to the chat experience. Premium chat is only available if your
instance meets all requirements.
- Zurich Patch
7
- Start NAVA conversations from anywhere
- Start a Now Assist in Virtual Agent premium chat from any page in the Employee Hub with a single click, without interrupting existing workflows. You can upload files, toggle web search on or off, and receive a personalized greeting
with promoted topics when opening a new conversation.
- Response feedback
- Provide more detailed feedback on Now Assist in Virtual Agent responses by selecting thumbs up or thumbs down, then choosing from configurable check box options or adding your own comments to explain exactly what was helpful or what fell short. Your
feedback is captured and made available through analytics dashboards, helping admins continuously improve the quality of the responses that you receive.
- Use natural-language questions
- Enable users to ask natural-language questions and receive concise, synthesized answers while maintaining transparency, trust, and efficient task completion.
- New building block framework
- Provide a consistent, reusable building block framework for the NextWave web experience using primitives and widgets.
- New Include Web results button
- Enable a web search experience that includes a Include Web results button in the input box that includes internal and external web results.
- Test voice agents
- Test voice agents directly in Assistant Designer with live transcription, tool execution tracking, and conversation logs.
- Dutch and Thai language support
- Dutch and Thai language support for voice assistants enables users to experience natural pronunciation and culturally appropriate interactions with AI voice agents.
- Zurich Patch 4
- Assistant Designer
- Create and manage LLM-based chat and voice assistants within Assistant Designer, a centralized assistant administrator experience. Assistant Designer is comprised of three main areas: Assistants, Asset library, and Analytics.
- Configuring assistants overview
- Access the Assistants tab within Assistant Designer by navigating to . The Assistants tab is only available for customers who have the Now Assist license. NLU-only customers don't have access to Assistant Designer.
- View assistants
- View chat and voice assistants within the Assistants tab of Assistant Designer.
- The card view is the default view for the assistants.
- An inactive (gray) or active (green) label is shown for each assistant.
- Activate, deactivate, test, edit, or delete an assistant.
- A display experience label is shown on each chat assistant card.
- A domain label is shown on assistant cards if an assistant is created outside of the global domain. If assistants are only created within the global domain, the label isn’t shown.
- The ability to view or edit an assistant depends on the domain that the admin has access to.
- The name and date are shown for when the assistant was last updated.
- Voice assistants show a voice icon and label on the card. Voice assistants can't be tested within Assistant Designer.
- The map view shows the assistant hierarchy where you can open, turn on or off, or delete an assistant.
- View the side panel for quick access to Pick up where you left off, Recent activity, and Resources.
- Create a voice assistant
- Start creating an AI voice assistant by providing a name and description. Tag to a business unit to analyze your voice assistant.
- Power your voice assistant with agentic experience by adding AI agents.
- Personalize your voice assistant by choosing a language, adding a welcome message, and an AI voice persona.
Note: The supported languages are:
- Secure the voice interactions by setting up caller authentication methods and safeguards.
- Create a chat assistant
- Add basic details such as a name and description for your chat assistant, and set your assistant as a primary assistant. The Basic details page within the UI has replaced the Overview page.
- Now Assist panel – Platform (default) assistant can be set as a primary assistant and linked to secondary assistants. Now Assist panel – Developer assistant doesn't have this option.
- The name and description of the Now Assist panel assistants can't be changed.
- Use agentic support
- Let the assistant use AI agent skills and agentic orchestration. Admins can choose between agentic or standard (Q&A) modes depending on business needs and user experience goals. Turn on or off the
Prioritize AI agents during skills discovery feature.
- Assign search sources
- Restore search sources back to the default (Now Assist Multi-Turn Catalog Ordering and Now Assist Q&A).
- Now Assist panel - Platform (default) assistant now has the option to copy an existing search configuration.
- Dynamic global search configuration has been added to the list of search application configurations.
- Create or configure additional search sources by selecting the External Content Connectors link. This replaces a card view.
- Manage knowledge articles by selecting the Knowledge Center link.
- In edit mode, search sources are found within the Information Sources sub-tab.
- Add a Knowledge Graph schema
- Adding a Knowledge Graph schema has moved from the Information sources page to its own page.
- Add a Knowledge Graph schema is now available for the Now Assist panel - Platform (default) assistant. For the NLQ schema, if Global Graph or Global Graph Mini is selected, you have the option to select tags for specific workspaces that are active on the
instance.
- Define the mapping relationship between individual workspaces on the instance and predefined Knowledge Graph tags when Global Schema is selected for NLQ.
- In edit mode, Knowledge Graph is found within the Information Sources sub-tab.
- Add assets
- By default, all Now Assist skills (Now Assist Q&A, Now Assist multi-turn catalog ordering, Now Assist topics, subflows and actions, custom skills, and AI agents) are turned on. Therefore, the Now Assist skills page has been removed.
- Map an asset to an assistant. Assets are the building blocks of each assistant, providing them with instructions and functionality for helping users. Assets include topics, subflows and actions, custom skills, and AI
agents. For Now Assist panel - Developer assistant, only topics (asset type) is available.
- In edit mode, assets are found within the Information Sources sub-tab.
- Select a display experience
- Leverage Now Assist capabilities in Google chat.
- Use Prominent action button override to allow a different chat assistant other than the default assistant to be launched on a mobile app.
- In edit mode, display experiences are found within the Settings sub-tab.
- Display assistant on Platform or ServiceNow Studio
- The Add ServiceNow Platform drop-down menu has replaced the Add agent experience drop-down menu. A Now Assist panel assistant can't be added to other display experiences.
- In edit mode, display experiences are found within the Settings sub-tab.
- Brand an assistant
- Minor enhancements to the look-and-feel of the standard chat preview pane.
- In edit mode, branding is found within the Settings sub-tab.
- Manage chat experience
- A standard chat preview pane is shown for the default greeting topic (Now Assist – Greeting) and the default closing topic (Now Assist – Closing). Selecting custom topics won’t show a preview pane.
- Fallbacks have a standard chat preview pane and each fallback is shown if toggled on.
- For the Now Assist panel - Platform (default) assistant, web search, record producer, and custom fallback are available options. End this chat and survey are available for the standard chat experience.
- In edit mode, the chat experience is found within the Settings sub-tab.
- Enable additional chat features
- Web search, response streaming, document uploads, and closed chat were moved from the Manage chat experience page to its own page. By default all chat features except web search are turned on.
- Response streaming can be turned on at the assistant level regardless of whether Dynamic Translation is turned on or off. However, response streaming doesn't work when Dynamic Translation is being used.
- In addition to web search, response streaming, document uploads, and closed chat, the Now Assist panel Platform assistant has voice input. Voice input enables users to use a microphone to enter the input.
- In edit mode, additional chat features are found within the Settings sub-tab.
- Review settings
- New sections that have been added include: Agentic support, Knowledge Graphs, Assets, and Chat features.
- Testing an assistant has been removed from the Review page.
- Test a chat assistant
- Test a chat assistant from the tab or from within each page while in edit mode.
- Edit a chat assistant
- Edit a chat assistant from tab. You will be directed through an edit flow with a slightly different UI from the create flow.
- Analyzing assistants
- Monitor, evaluate, and optimize the performance of your AI-powered assistants within the Analytics tab of Assistant Designer.
- Copy received messages
- Use the copy message icon in the feedback panel to copy received Virtual Agent responses.
- New system properties
-
- Set the com.glide.cs.nass.synthesized_response.disabled_popover.hide property to true to hide the popover for disabled catalog items for Now Assist in Virtual Agent and the Now Assist panel's enhanced chat.
- Set the sn_ais_assist.enable_pi_in_nba property to true to enable conversational history-based suggested actions and fill multiple suggested action slot options.
- View the sn_nowassist_va.enable_nass_show_all_options property to decide whether to allow the View all options link in an enhanced chat conversation's greeting topic.
- The com.glide.interactive_view.enabled property opens an interactive side panel view next to the chat window. The default value is true to activate AI Engagement Experience on
your instance.
- View org chart in the interactive view
- Select View org chart from the people citation's popover in the Now Assist panel's enhanced chat or Now Assist in Virtual Agent enhanced chat/enhanced chat's full-page experience. The person's organizational chart appears next to the chat conversation in an area known as the interactive view. You can switch between
multiple organizational charts via a drop-down in the interactive view if you open multiple people citations' org charts in the same conversation.
- Zurich Patch 2
- Select continue or move to next task button
- The Continue to next task button appears in the new Ready to move on to your next task card whenever multiple questions are found in a single standard chat user's message. The
Move on to the next task citation appears at the end of an enhanced chat's synthesized response whenever multiple questions or requests are found along with an action in the user's single message.
Whenever either Continue to next task (standard chat) or Move on to the next task (enhanced chat) is selected, the second question or request is reviewed and a synthesized response
is sent back regarding the user's second question or request.
- Multiple questions in a single user message are answered consecutively
- Virtual Agent can answer multiple questions that were submitted in a single message query. Now Assist panel or Now Assist in Virtual Agent answers the multiple questions consecutively in a response.
- Now Assist in Virtual Agent system properties
- Use sn_aia.use_agents_in_planner to configure AI agent discovery behavior. The default value is true, preferring AI agents over assets including catalogs, topics, Q&A knowledge
base articles, workflows, and sub-workflows. When set to false, there’s no preference for AI agents. AI agents and assets are treated the same.
- New defaults for Now LLM Service
- Now Assist in Virtual Agent and Now Assist panel will use an upgraded Now LLM Service as the default. For more information, see the Now LLM Service Upgrade FAQ: Everything You Need to Know About the v2.0 Model Transition [KB2556891] article in the Now Support
Knowledge Base.
- Zurich Patch 1
- Configure additional user interface and experience options for enhanced chat
- Customize and configure the Search Toggle Button Label for enhanced chat's full-page experience. Additionally, you can configure the Enable Unread Conversation Count Display and Left Panel Header Label for enhanced chat and
enhanced chat's full-page experience.
- New third-party AI model provider options available for Now Assist
- Google Gemini and AWS Claude are available for Now Assist skills and AI agents in addition to Now LLM Service and Azure OpenAI.
- View agentic conversations processing steps
- View agentic conversational processing steps and stop the flow, if needed.
- View extended entities and records
- View extended entities and records in standard and enhanced chat conversations that come from the additional custom tables associated with the Knowledge Graph
Natural Language Query (NLQ) schema such as:
- Assets
- Incidents
- Recently viewed knowledge base articles
- Requests
- Tasks
- View suggested queries in the portal’s search bar and chat window
- View the most frequently asked queries in the portal’s search bar and enhanced chat’s Virtual Agent. Any search query entered into the portal’s search bar or Virtual Agent is incorporated into the greeting topic for future conversations as a suggested query. Suggested queries are only included in the Virtual Agent greeting topic whenever no promoted assets are designated.
- Work with suggested queries
- Two system properties were added to enable the suggested queries feature: sn_nowassist_va.enable_suggested_queries and sn_nowassist_va.max_suggested_queries.
- Configure AI search answers OneExtend capability for web search
- Configure the AI Search answers capability via sys_one_extend_capability.list to establish the web search AI provider and work with API keys, if needed.
- Expanding AI provider support for web search
- OpenAI, Perplexity, and Google Gemini support web search.
- Configuring assistants overview
- Enhancements to Now Assist in Virtual Agent assistants and Now Assist panel Platform and Developer assistants. Options vary for Now Assist panel assistants.
-
Create a chat assistant
- Configure assistants by domain.
-
Select a display experience
- Now Assist in Virtual Agent: For mobile search widgets, enable the search bar to open into a full-page experience.
-
Display assistant on Platform or ServiceNow Studio
- Now Assist panel Platform assistant: Enable enhanced chat for a conversational experience that includes a dynamic, movable, and resizable chat window, plus access to multiple active conversations.
- Now Assist panel Developer assistant: Not applicable.
-
Assign search sources
- Now Assist in Virtual Agent:
- Add internal and external search sources, such as catalog items and Microsoft SharePoint, from a drop-down list.
- Add a slot filling schema to input user information from your organization's Knowledge Graph. Add a Natural Language Query schema to enable users to perform a data query during a conversation.
- Now Assist panel Platform assistant:
- Add internal and external search sources, such as catalog items and Microsoft SharePoint, from a drop-down list.
- Add a slot filling schema to input user information from your organization's Knowledge Graph. Add a Natural Language Query schema to enable users to perform a data query during a conversation.
- Now Assist panel Developer assistant: Not applicable.
-
Manage chat experience
- Now Assist in Virtual Agent:
- Select a custom greeting topic, closing topic, error topic, and survey for your assistant.
- Select one or more fallback options: live agent, web search, record producer, end this chat, and custom fallback.
- Enable the web search fallback option and web search mode to enable users to search the web from within a chat window.
- Now Assist panel Platform assistant:
- Select a custom greeting topic or error topic for your assistant.
- Fallback options don't apply to Now Assist panel Platform assistant.
- Enable web search mode to enable users to search the web from within a chat window.
- Now Assist panel Developer assistant: Not applicable.
- Now Assist panel
- Use the enhanced Now Assist panel for a more intuitive and personalized experience. The updated Now Assist panel is resizable and can be moved anywhere on the ServiceNow AI platform.
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