Activate Now Assist Skills
Summarize
Summarized using AI
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.
Summary of Activate Now Assist Skills
Activate Now Assist Skills in ServiceNow’s Customer Service Management (CSM) to leverage generative AI capabilities such as summarization, response suggestions, and sentiment analysis. These AI-driven skills enhance agent productivity by automating key tasks like summarizing conversations, generating responses, and analyzing customer sentiment. Each skill is individually configured and can be tailored to support agents across various platforms and interaction channels.
Show less
Available Now Assist Skills
- Chat Summarization: Creates concise summaries of agent or Virtual Agent conversations to highlight key points quickly.
- Call Summarization: Summarizes agent-customer calls within the Active Chat window to improve follow-up and record keeping.
- Resolution Notes: Summarizes case resolution details to help agents reference past interactions effectively.
- Knowledge Generation: Drafts knowledge articles from case task resolutions for agent review and publishing.
- Chat Recommendation: Suggests chat message replies based on conversation context.
- Email Recommendation: Generates and refines email responses efficiently using conversation context.
- Sentiment Analysis: Analyzes case sentiment and trends to assist agents in resolving cases more effectively.
- Suggested Steps: Automatically generates recommended resolution steps by analyzing clusters of similar closed cases.
- Sidebar Summarization: Quickly summarizes Sidebar discussions among agents, requesters, and subject matter experts.
- Case Summarization: Summarizes case details directly on case records to accelerate agent understanding.
- Activity Response Generation: Automatically suggests updates for resolution notes, work notes, and comments.
- Trending Topics Dashboard: Visualizes trending case topics with filters to track regional impact and trend progression.
- Sentiment Analysis Dashboard: Provides LLM-powered insights into customer sentiment trends, root causes, and real-time data for management action.
Configuration and Activation
Each skill requires individual configuration but follows a consistent guided setup process. Key configuration components include:
- Trigger: Defines when the skill activates, such as at chat handoff or case update.
- Input: Specifies the data sources used to generate AI outputs, e.g., chat transcripts or case notes.
- Availability: Controls when and under what conditions the skill is accessible.
- Access: Limits skill usage to specific user roles for security and relevance.
- Display: Determines where the skill interface appears, such as forms, workspaces, or the Now Assist panel.
After configuring, review changes and activate the skill to make it available to agents. This enables agents to utilize AI capabilities seamlessly within their workflows to improve efficiency and service quality.
Enable Now Assist generative AI skills to provide AI-driven capabilities such as summarization, response suggestions, and sentiment analysis.
This video provides an overview of how you can set up skills and monitor and analyze usage via the AI Admin Hub console.
Each skill is configured separately, and tailored to support agents across various platforms. The following Now Assist skills are available to be configured for use within CSM.
| Skill | Description |
|---|---|
| Chat Summarization | Generate condensed summaries of conversations between agents or Virtual Agents and highlight key points for quick reference. For more information, see Configure chat summarization. |
| Call Summarization | Generate summaries of agent-customer calls within the Active Chat window to capture key call details for better agent follow-up and record keeping. For more information, see Configure call summarization. |
| Resolution Notes | Create summaries of case resolutions to help agents quickly understand resolution details and reference notes in future similar interactions. For more information, see Configure resolution notes generation. |
| Knowledge Generation | Draft knowledge articles based on resolving case tasks for agents to review and edit before publishing. For more information, see Configure knowledge generation. |
| Chat Recommendation | Help agents generate replies for chat messages based on conversation context. For more information, see Configure chat recommendation. |
| Email Recommendation | Generate and refine efficient email responses based on conversation context. For more information, see Configure email recommendation. |
| Sentiment Analysis | Analyze case sentiment, trends, and reasoning from case inputs, helping agents resolve cases more efficiently. For more information, see Configure sentiment analysis case. |
| Suggested steps | Generate suggested steps automatically by analyzing clusters of closed cases with similar case resolution. For more info, see Configure Suggested Steps Generation. |
| Sidebar summarization | Generate a summary of Sidebar discussions between agents, requesters, and subject matter experts quickly. For more info, see Configure Sidebar Summarization. |
| Case summarization | Summarize the case details and display this information on the case record, helping the agents to come to speed quickly on cases. For more info, see Configure Case Summarization. |
| Activity response generation | Automatically generate recommendations for resolution notes, work notes and comments, helping agents add informative updates to case records For more info, seeConfigure activity response generation. |
| Trending topics dashboard | View trending topics across cases with insights and visualizations, helping track trend progression, regional impact, and drill down into specific trends using customizable filters. For more info see, Configure trending topics dashboard. |
| Sentiment analysis dashboard | Gain a complete picture of customer sentiment across all cases. This dashboard leverages LLM-powered analysis to explain sentiment trends and their underlying drivers. Drill down into specific patterns to identify root causes and access real-time insights that enable managers to take precise, informed action. For more info, see Use sentiment analysis dashboard |
General Configuration Steps
Each skill has it’s own configuration process. However, skill activation follows the same guided setup. What configuring steps are required varies depending on the skill.
Common Configuration components:
Finalize and Activate Setup- Trigger: Allows you to configure the circumstances in which a skill is generated. For example, chat summarizations can be configured to generate when the chat handoff is done from a live agent to a live agent.
- Input: Configure the data used to create the information generated by the skill. For example, resolution notes information is generated from the description, short description, work notes, and the additional comments fields of existing case notes.
- Availability: customize how and when the skill capability is active and accessible. For example, email reply recommendations can be configured to be always available, or defined using the condition builder to determine whether or not a user can activate the skill.
- Access:determine who can access this skill. By selecting specific roles, you're controlling who can use it. The roles you choose will also be available in the next step Select display.
- Display: determine where the skill appears. For example, the call summarization skill can be configured to display on forms and workspaces or in the Now Assist panel.
- After selecting Review and Activate to examine changes, select Done to close the skill configuration settings.
- Select Skill to turn on the skill for agents and complete the configuration.