Edit the tasks of an AI worker in AI Agent Studio

Select tasks that an AI worker is capable of in the AI worker's guided setup in AI Agent Studio.

Antes de Iniciar

Role required: sn_aia.admin

Por Que e Quando Desempenhar Esta Tarefa

AI workers tasks determine the basics of what they are capable of. Choosing the right tasks helps give your AI worker the tools it needs to complete complex goals autonomously.

To learn how to modify the roles and skills that an AI worker has, see Edit the profile of an AI worker.

Procedimento

1. Navigate to All > AI Agent Studio > Create and manage.
2. In the AI workers tab, select the AI worker you want to edit.
3. Navigate to the Tasks tab in the AI worker guided setup to view the full list of tasks that the AI worker can perform.
4. Select the card of a task to review and make changes to the specific details of the task configuration.

   The following are the tasks available to an AI worker that uses the ZTSD Worker Template available with the IT Service Management AI agent collection. You can get the agent collection by installing Now Assist for IT Service Management (ITSM).

   Classify and assign: Configure how the AI worker identifies incidents, classifies them, and assigns a specific incident type for follow-up.

   • Table: Select the table in which the AI worker operates and resolution workflows are executed.
   • Fields to classify on the record: Enter the fields that the AI worker uses to classify and assign the incident.

   Triage and diagnose: Configure the details for how the AI worker analyzes incidents for accurate handling.

   • Field to use: Select the record fields which the AI worker uses to analyze and determine the next steps.
   • Use attachment content: Enable the option for the AI worker to review the content of attached files as part of incident triage and diagnosis.

   Investigate and resolve: Configure the following details on how the AI worker investigates to find relevant solutions and resolve the issue.

   • Knowledge base: Select a search profile or knowledge base sys_id to define how the AI worker retrieves knowledge base articles for investigation and resolution. AI search profiles can be configured to include sources such as Knowledge articles, ServiceNow documentation, or specific tables. You can create new AI Search profiles specifically for your AI workers. To customize exactly what information your AI worker has access to, you can add search profiles along with the pre-installed ones, or you can remove the pre-installed ones. You must have at least one search profile selected for the AI worker to complete the Investigate and resolve task.
     Nota:

     If you include a table from your instance as a search source, but you don't grant the AI worker access to the table with its assigned roles, it can't search on that table.
   • Similar past records: Select a search profile to let the AI worker pull insights from past records similar to the current issue. This helps identify patterns and proven resolutions to speed up incident handling.
   • Research depth: elect how extensively the AI worker must gather and analyze data during investigation.

   Communicate updates: Configure the details on how the AI worker communicates to keep requestors informed through communication channels.

   • Inbound channels: Select the inbound channels such as Activity stream through which the AI worker can receive messages from requestors.
   • Outbound Channels: Select the outbound channels the AI worker uses to send responses or notifications. You can select channels such as Activity stream, email, portal or phone and set the preferred message format such as HTML or plain text.

   Escalate and reroute: Configure the following details on how the AI worker directs unresolved incidents to the right team or agent for timely resolution.

   • Maximum number of interactions before escalation: Set how many times to contact the requestor before sending to a human agent. Enter a number greater than zero.
   • Escalate on follow-up question: Enable the option to send the ticket to a human agent when the requestor asks a follow-up question. Turning off the option lets the AI worker handle follow-ups.

5. Select Save to save your changes.

   You can make additional changes to your AI worker before selecting save. Changing tabs in the AI worker guided setup won't lose your changes.

   If you don't select Save before navigating to a new page or closing the browser, your changes are lost.

Resultado

Your AI worker tasks are updated. Your AI worker can now attempt the actions necessary to complete those tasks.