Now Assist in Virtual Agent readiness on the ServiceNow AI Platform
Summarize
Summary of Now Assist in Virtual Agent readiness on the ServiceNow AI Platform
Now Assist enhances ServiceNow’s Virtual Agent by integrating AI-driven capabilities that understand natural language and guide users through complex tasks efficiently. It eliminates the need for rigid keyword matching or extensive manual configuration by leveraging large language models (LLMs). This results in higher-quality conversations, quicker deployment, and AI-assisted self-service solutions.
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Key Features
- AI Asset Discovery: Automatically identifies and matches user intents to Virtual Agent topics and AI assets such as generative AI skills, agentic workflows, and subflows, reducing manual setup.
- Simplified Deployment: LLM-powered topics accelerate rollout and improve conversation quality, minimizing manual tuning efforts.
- AI Search Genius Results: Provides users with curated, actionable responses through Genius cards containing summarized knowledge and direct action options.
- Conversational Catalog Ordering: Enables users to request Service Catalog items via natural conversations, with Virtual Agent asking clarifying questions to confirm intent. (Note: Catalog items must be marked as conversational to function.)
- Multi-turn Q&A: Supports seamless follow-up questions to refine queries and improve answer accuracy.
Implementation Checklist
- Install Now Assist in Virtual Agent: Install via the Conversational Interfaces admin console after setting up a related Now Assist product (e.g., for ITSM). Configure an LLM assistant and assign it to portals to enable topic discoverability.
- Review Virtual Agent Topics: Use Conversational Analytics and Automation Discovery reports to identify high-volume user intents and self-solve opportunities.
- Review Knowledge Base: Identify knowledge articles that support top intents to simplify topic management and enhance self-service capabilities.
- Migrate NLU Topics to LLM: Utilize the Virtual Agent topic migration tool to convert legacy NLU topics to LLM, preserving existing investments with minimal effort.
- Review Service Catalog Items: Identify catalog items suitable for self-service through LLM topics to reduce redundancy and avoid unnecessary topic creation.
- Leverage Pre-Built LLM Topics: Start with LLM versions of existing ITSM Virtual Agent topics provided by Now Assist to reduce development time.
Best Practices and Tips
- Optimize topic descriptions during migration to ensure clear alignment with user intent and expected outcomes.
- Customize assistant branding and chat experience (Standard or Enhanced chat) during guided setup to align with your organizational style.
- Integrate with Microsoft Teams to extend Virtual Agent capabilities within collaboration environments.
Additional Resources
ServiceNow provides further guidance and community resources on conversational catalogs, Microsoft Copilot integration, and enhanced chat experiences to maximize the value of Now Assist in Virtual Agent deployments.
Now Assist enhances Virtual Agent with AI-driven capabilities that understand natural language, guide users through complex tasks, and deliver high-confidence answers without relying on rigid keyword matching or manual configurations.