Exploring Now Assist for IT Service Management (ITSM)
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Summary of Exploring Now Assist for IT Service Management (ITSM)
The Now Assist for IT Service Management (ITSM) application leverages generative AI to enhance agent efficiency by summarizing chat conversations and incident details, facilitating faster incident resolution.
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Key Features
- Incident Summary: Provides agents with a contextual understanding of incidents, enabling quicker resolution.
- Incident Resolution Notes: Automatically generated notes that assist other agents by offering context for similar incidents.
- Interaction Chat Summary: Summarizes the chat interaction, detailing all handoff points, including Virtual Agent conversations.
- Chat Summarization: Offers a summary of a requester's chat history and can be generated at the end of a chat or incident creation.
- Incident Summarization: Expedites troubleshooting by providing a summary of active incidents, including issue details and actions taken.
- Knowledge Generation: Enables agents to create knowledge articles from incidents post-resolution, with a review option before publishing.
- Now Assist Panel: A conversational interface in Service Operations Workspace for requesting summaries and generating notes.
Key Outcomes
By utilizing Now Assist for ITSM, agents can expect to improve incident resolution times, enhance communication among team members, and streamline the knowledge-sharing process, ultimately leading to better service delivery and customer satisfaction.
With the Now Assist for IT Service Management (ITSM) application, your agents can summarize the chat conversations and incident details, generate the incident resolution notes to share with other agents, and wrap up incidents faster.
Now Assist for IT Service Management (ITSM) overview
- An incident summary enables your agents to understand the incident context.
- The incident resolution notes provide the context to other agents who might encounter similar incidents.
- An interaction chat summary provides the context about the chat conversation to an agent by specifying all points of the handoff, including the Virtual Agent conversation.
Now Assist for IT Service Management (ITSM) skills
The Now Assist for ITSM application includes the generative AI skills and features that enable your agents to understand the chat and incident context so that they can propose quicker resolutions to the requester.
- Chat summarization
- Provides an agent with a summary of a requester's Virtual Agent chat history. An agent can also generate a summary of the entire interaction when the chat ends or when an incident is created for further troubleshooting before or after the chat ends.
- Incident summarization
- Enables an agent to expedite the incident troubleshooting process by reviewing its summary that includes the issue, actions taken, and resolution. Your agent can generate an incident summary for active incidents to
understand the incident context. Your agent can also refresh the summary, post the summary to the incident work notes, copy the summary, and provide feedback about the summary.The incident summary includes the information that an agent enters in the following incident record fields:
- Short description
- Description
- Work notes
- Additional comments
- Resolution notes generation
- Automatically generates the resolution notes for an incident and provides context to the other agents who might encounter similar incidents.
- Knowledge generation
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Enables an agent to generate a knowledge article from an incident after proposing a resolution or closing the incident.
The knowledge generation skill displays a pop-up window that an agent can use to generate a knowledge article and review it before publishing the knowledge article draft.
Figure 1. Knowledge article generation pop-up window
Now Assist panel in Service Operations Workspace for ITSM
An agent can use the Now Assist panel in Service Operations Workspace for ITSM. This conversational interface enables an agent to request a chat summary or incident summary and generate the incident resolution notes. For more information about the Now Assist panel, see Now Assist panel.