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
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- 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.
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Create a chat assistant
- Configure assistants by domain.
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Select a display experience
- Now Assist in Virtual Agent: For mobile search widgets, enable the search bar to open into a full-page experience.
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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.
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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.
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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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