Request the generative AI capabilities in ITSM by using the Now Assist panel

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read

    • Use the Now Assist panel to request the contextual generative AI capabilities in ITSM such as a chat summary, incident summary, or incident resolution notes in a conversational manner. These capabilities provide you with a quick resolution to issues.

    Before you begin

    Make sure that Next Experience is enabled in the instance. For information about enabling Next Experience, see Considerations for activating Next Experience. For information about Next Experience, see Next Experience UI.

    Role required: itil

    About this task

    You can access the Now Assist panel from Core UI or Service Operations Workspace for ITSM to request generative AI capabilities for Now Assist for ITSM skills. For information about these skills, see Skill inputs and triggers for Now Assist for IT Service Management (ITSM).

    Using the Now Assist panel saves time for an agent, for example, the agent can quickly learn the details of an incident by reading the incident summarization. The summarization gives enough details about the associated interaction so that the requester doesn't have to repeat the same information to the agent. For information about the Now Assist panel, see Now Assist panel.

    For information about how to activate the Now Assist panel, see Turn on the Now Assist panel.

    Procedure

    1. Log in to an instance where Now Assist for IT Service Management (ITSM) is installed.
    2. Request generative AI capabilities to summarize a chat for an interaction, summarize a chat for an incident that was created from an interaction, summarize an incident, or generate incident resolution notes.
      Figure 1. Now Assist panel for ITSM skills
      Now Assist panel for ITSM skills.
      OptionDescription
      Summarize the chat for an interaction
      1. Open the interaction.
      2. From the header menu, select the Now Assist icon Now assist icon..
      3. In the Now Assist panel, select Chat Summarization. A summary of the chat conversation with the live agent is displayed.
      Summarize the chat for an incident that is created from an interaction
      1. Open the incident that was created from an interaction.
      2. From the header menu, select the Now Assist icon Now assist icon..
      3. In the Now Assist panel, select Chat Summarization. A summary of the chat conversation with the live agent before the incident was created is displayed.
      Summarize an incident
      1. Open the incident.
      2. From the header menu, select the Now Assist icon Now assist icon..
      3. In the Now Assist panel, select Summarize a record. An incident summary that helps you quickly understand the incident context is generated.
      Generate incident resolution notes
      1. Open the incident.
      2. From the header menu, select the Now Assist icon Now assist icon..
      3. In the Now Assist panel, select Generate resolution notes. The incident resolution notes that provide a summary of the steps taken to resolve the issue are generated.
      Generate a knowledge article
      1. Open the incident.
      2. From the header menu, select the Now Assist icon Now assist icon..
      3. In the Now Assist panel, select Generate Article. A knowledge article is drafted for the incident using task data, comments, and work notes from the activity stream.