Now Assist panel

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.

Before using the Now Assist panel:

• 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.

Figure 1. Now Assist panel

The Now Assist panel includes:

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.

Table 1. Now Assist panel

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.

Note:

You can also generate a chat summarization by using the /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.

You can generate a case or incident summarization from the Now Assist panel for Now Assist for CSM, Now Assist for HRSD, or Now Assist for ITSM:

• 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.