Now Assist with Proactive Prompts

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Now Assist with Proactive Prompts

    Now Assist with Proactive Prompts integration enables employees and managers to interact via conversational actions to view pending HR tasks and remaining time off. This integration leverages the Now LLM Service, which uses large language models to offer a natural-language conversational experience that enhances the effectiveness of prompts.

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    Key Features

    • Signal Configuration: Defines when, what, whom, and where prompts are sent, including frequency and delivery channels.
    • Available Signal Types:
      • Approvals Pending: Prompts employees about pending HR task approvals, linked to the Show Approvals action.
      • High PTO Balance: Prompts employees if they have more than 80% of their leave remaining, linked to the Request PTO action.
    • Actions Activation: Show Approvals and Request PTO actions are inactive by default and require activation through:
      • Creating and publishing Now LLM Service Virtual Agent topics.
      • Configuring signal actions for Proactive Prompts.
      • Selecting actions within the signal channel configuration.
    • Multi-Action Support: You can select both NLU and Now LLM Service actions within the same Virtual Agent actions field, allowing a single signal configuration to serve both prompt types.
    • Portal Delivery: Prompts and actions are delivered based on the portal’s Virtual Agent configuration—Now Assist portals receive Now LLM Service prompts, while others receive NLU prompts.

    Practical Impact for ServiceNow Customers

    This integration empowers organizations to proactively engage employees and managers with timely, intelligent conversational prompts about HR tasks and leave balances. By activating and configuring the relevant actions and signals, customers can enhance user engagement and streamline HR task management through natural language interactions, improving overall productivity and employee experience.

    Your employees and managers can use conversational actions to see their pending HR tasks and how much remaining time off they have by using the Now Assist with the Proactive Prompts integration.

    The Proactive Prompts with the Now Assist integration uses large language models (Now LLM Service) to create a natural-language conversational experience that can improve the success of your prompts.

    Note:
    Proactive Prompts support Now LLM Service actions for a more intelligent and flexible conversational experience.
    A signal is the configuration for instructions about when to send them, what to send, whom to send them to, where to send them, and related actions to generate and deliver them. You can define whom to send the signal to, how often, and on what channels. The following two signal configurations are available so that your employees and managers can experience the Now LLM Service capabilities in Proactive Prompts:
    • Approvals pending: Displays a prompt to the employee on their pending HR tasks for approval. The corresponding action for this signal configuration is Show Approvals.
    • High PTO balance: Displays a prompt to the employee if more than 80 percent of their leaves are remaining. The corresponding action for this signal configuration is Request PTO.
    The Show Approvals and Request PTO actions aren't available by default to add to the signal configuration as they’re inactive. Follow these steps to activate these actions:

    A single signal configuration caters to both NLU and Now LLM Service prompts and actions. The prompt is delivered to the portals depending on their Virtual Agent configuration. For example, if the portal has Now Assist configured, Now LLM Service prompts and actions are delivered. If the portal has NLU configured, NLU prompts and actions are delivered from the same signal configuration. For more information on the signal configuration, see Create a signal in Proactive Prompts.