Using premium chat
Summarize
Summary of Using premium chat
Premium Chat offers ServiceNow customers a hybrid conversational experience that integrates web-based Now Assist capabilities with a native mobile interface. It allows users to engage with a Virtual Agent through their organization's support portal or mobile application for efficient issue resolution and information retrieval.
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Getting Started
- Access Premium Chat via the Now Assist icon on your mobile home page or by entering a request in the home page search bar, which opens the Virtual Agent chat window.
- Interact with the Virtual Agent using natural language to receive synthesized answers, relevant knowledge articles, and guided next steps.
Key Features
- Multiple Active Chats: Switch between ongoing conversations and resume past chats seamlessly.
- Consolidated Responses: The Virtual Agent synthesizes information from multiple sources into a single comprehensive summary, with the ability to view cited knowledge articles.
- Suggested Actions: Automated next steps appear as actionable links within the chat, enabling quick initiation of follow-up tasks while preserving user context.
- Doc Q&A: Upload documents (PDF, Word, JPEG, PNG up to 5MB) to the conversation. The Virtual Agent can summarize or answer questions based on the content of these files.
- Unified Search: Combines chat and search functionalities. Users see standard search results alongside the option to query the Virtual Agent directly.
- Web Search Mode: Enables searching the internet from within the chat, providing external results instead of internal company data. A banner indicates when web search mode is active.
- Granular Feedback: Users can rate Virtual Agent responses with thumbs up/down icons and provide detailed feedback to improve the assistant’s performance.
- Voice Input: Users can speak queries using the device microphone via the Mobile AI Voice Agent, which transcribes speech into chat messages.
Practical Benefits
Premium Chat enhances customer support by delivering a seamless mobile experience that combines conversational AI with integrated search and document analysis. It streamlines issue resolution and information access, enabling users to act on suggested next steps directly within the chat. Voice input and detailed feedback mechanisms further improve ease of use and assistant accuracy.
Additional Information
For deeper insights into advanced chat capabilities, consult the Enhanced chat documentation. Configuration guidance for Virtual Agent setup is available in the Configuring assistants overview.
Premium Chat delivers a hybrid conversational experience that combines the flexibility of web-based Now Assist capabilities with the native mobile interface.
Opening Premium Chat
To begin using Premium Chat, open your organization's support portal or application on your mobile device. You have two ways to open Premium Chat:
- Tap the Now Assist icon on your mobile home page to open a chat window.
- Enter your request into the home page search bar to start a conversation, automatically opening the Virtual Agent chat window.
Chatting with the virtual agent
Enter your questions or describe your issue in plain, natural language. The agent processes your input and returns synthesized answers, relevant knowledge articles, and recommended next steps. Switch between multiple active chats and continue previous agent conversations at any time.
Generated responses synthesize multiple sources into one cohesive summary. Tap the Sources button following a summary to view the knowledge articles Now Assist cited to generate its response.
If your request is unclear or ambiguous, the agent displays clarifying questions to gather more information.
Suggested actions
Suggested actions provide next steps related to your Virtual Agent conversation. After completing a chat topic or request, suggestions appear as links within the generated AI response. Selecting a suggested action initiates it directly in the same conversation, carrying over relevant details such as your name.
Doc Q&A
Doc Q&A enables you to upload documents to your Virtual Agent conversation. Now Assist can then generate a summary or answer questions using the document you provided.
The assistant can analyze file formats including text and image files such as PDF, Word (.doc, .docx), JPEG, and PNG. The maximum file size is 5 megabytes (MB).
To attach a file to your conversation, tap the plus icon (+) in your search bar.
Unified search
Premium Chat combines chat and search capabilities in one experience. When using the search bar, standard search results appear alongside the option to direct your query to the Now Assist Virtual Agent.
Web search mode
Web search mode in Now Assist enables you to search the internet directly from within your chat, displaying external results rather than internal company information. Select the Start web search mode icon to enter web search mode.
While active, all user queries are answered using internet search results, and a banner shows that web search mode is enabled. The identifying banner disappears after you end web search.
For additional information, see Using Now Assist web search on mobile.
Granular feedback
Rate Virtual Agent responses using the thumbs up or thumbs down icons. Tapping either icon opens a form where you can provide detailed feedback about your Virtual Agent interaction.
Voice input
Use your device microphone to speak your queries instead of typing with Mobile AI Voice Agent. Tap the microphone icon in the chat input field to start voice input. Your speech is transcribed and sent as a chat message.
For more information, see Using Mobile AI Voice Agent.