Now Assist panel
Summarize
Summary of Now Assist panel
The Now Assist panel enhances agent productivity by leveraging generative AI to assist with customer issues. It allows agents to summarize chats, cases, or incidents, and generate resolution notes for quicker context retrieval. To utilize the panel, ensure that the Next Experience is enabled, you possess the appropriate user role, and the panel is activated.
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Key Features
- Generative AI Interaction: The panel facilitates AI-assisted interactions, improving efficiency in resolving customer inquiries.
- Chat Summarization: Quickly obtain chat details to avoid repetitive information from requesters by summarizing chats directly in the panel.
- Case and Incident Summarization: Easily summarize cases or incidents relevant to your role in Customer Service Management (CSM), Human Resources Service Delivery (HRSD), or IT Service Management (ITSM).
- Resolution Notes Generation: Automatically generate notes detailing how interactions were resolved, aiding in future reference and knowledge sharing.
- Navigation Request: Navigate through the system without leaving the conversation by entering specific requests in the panel.
Key Outcomes
By utilizing the Now Assist panel, agents can expect to improve their response time and efficiency when dealing with customer issues. The AI capabilities streamline workflows, allowing agents to focus on more complex tasks while ensuring accurate information retrieval and documentation.
With the Now Assist panel, you can get assistance from generative AI experiences to solve customer issues faster. Use this conversational interface to summarize a chat, case, or incident or generate resolution notes so that you can get the context of this information more quickly.
- Next Experience must be enabled on your instance. For more information, see Considerations for activating Next Experience.
- You must have the Now Assist panel user (now_assist_panel_user) role.
- Your role must be applied to at least one active Now Assist skill to use skills on the Now Assist panel.
- You must activate the Now Assist panel. For more information, see Turn on the Now Assist panel.
Now Assist Overview
Agents can use the Now Assist panel to interact with and get assistance from generative AI. On the Now Assist panel, you can increase your productivity and efficiency by using the generative AI experience to summarize a chat, case, incident or generate resolution notes.
Conversational aspects of the Now Assist panel, such as skill detection, are powered by Now LLM Service.
Let's get started by selecting the Now Assist icon 
to display the Now Assist panel.
| Item number | Description |
|---|---|
| 1 - |
Now Assist icon Displays the Now Assist panel. If a number in a square appears, it indicates the number of messages you have missed when the Now Assist panel was closed. |
2 -  |
Reset icon Select the reset icon if you think that Now Assist doesn't understand what you want and you'd like to restart the conversation. If you reset the conversation, the existing messages are deleted, and a new conversation is started. You won't be able to access the previous messages after you reset the conversation. |
3 -  |
Pushpin icon Permanently pin the Now Assist panel to the screen. |
| 4 - Now Assist message | Indicates that the answers are generated by AI. |
| 5 - Option buttons | Option buttons |
| 6 - Ask Now Assist to.….. field | Field where the user can enter actions. |
Now Assist panel is available on Next Experience and ServiceNow Studio. The following screenshots show the Now Assist panel in a workspace and on Core UI screens under Next Experience.
| Next Experience | Core UI |
If you think that Now Assist doesn't understand what you want and you'd like to restart the conversation, select the reset icon 
from the Now Assist panel. If you reset the conversation, the existing messages are deleted, and a new conversation is started. You won't be able to access the previous messages after you reset the
conversation.
Navigating from the Now Assist panel
You can navigate from the Now Assist panel without leaving the current conversation by entering a navigation request in the Ask Now Assist to... field. If you enter "navigate me to active incidents," Now Assist displays a button that enables you to view the active incidents.
Chat summarization
Quickly learn the details of a chat by reading a chat summarization. The chat summarization gives you enough details about the chat so that your requester doesn't have to repeat the same information to you.
To generate a chat summarization from the Now Assist panel, select Chat Summarization or enter summarize chat in the the Ask Now Assist to field field.
/summarize quick action in Agent Chat.For more information about the chat summarization, see Chat summarization.
Case or incident summarization
Quickly learn the details of a case or incident by reading a case summarization. The summarization gives you enough details about the interaction so that your requester doesn't have to repeat the same information to you.
- For Now Assist for CSM, select Summarize record or enter summarize a record in the Ask Now Assist to field.
- For Now Assist for HRSD, select Summarize record or enter summarize a record in the Ask Now Assist to field.
- For Now Assist for ITSM, select Summarize incident or enter summarize an incident in the Ask Now Assist to field.
For more information about the case or incident summarization, see Record summarization.
Resolution notes generation
Quickly learn the details of how an interaction was resolved by generating and reading resolution notes.
To generate resolution notes from the Now Assist panel, select Generate resolutions notes or enter generate resolutions notes in the Ask Now Assist to field.
For more information about generating resolution notes, see Resolution notes generation.