Exploring ServiceNow Otto for Field Service Management (FSM)
Summarize
Summary of Exploring ServiceNow Otto for Field Service Management (FSM)
ServiceNow Otto for Field Service Management (FSM) is a generative AI-powered application designed to enhance agent productivity by automating the creation of work order task summaries and knowledge articles. It also provides tools to efficiently capture and document important discussions during task resolution. These capabilities help agents close tasks faster, improve documentation quality, and streamline knowledge sharing.
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Key Features
- Work Order Task Summarization: Automatically generates concise closure summaries from key work order task fields such as description, short description, work notes, and additional comments. This accelerates task completion and ensures consistent, high-quality notes.
- Knowledge Generation: Enables agents to create knowledge articles directly from closed work order tasks by leveraging relevant data and similar past tasks. This reduces manual content creation effort and facilitates knowledge base growth.
- Sidebar Discussion Summarization: Captures and summarizes conversations between agents, dispatchers, and subject matter experts in real time. Agents can use a quick action to create summaries anytime during discussions and post them to work notes for easy future reference.
- Now Assist in Virtual Agent for FSM: Provides a virtual assistant accessible via the Mobile Agent app that helps agents quickly summarize work order tasks and perform conversational searches within the knowledge base. This assists agents with accurate, on-the-go information retrieval and documentation.
- Guided Setup for Now Assist: Simplifies deployment by allowing administrators to configure features, skills, and information sources such as knowledge bases and catalogs, ensuring a tailored virtual assistant experience for field service teams.
Practical Benefits for ServiceNow Customers
- Speeds up task closure by automating summary and knowledge article generation, reducing manual documentation time.
- Improves accuracy and completeness of work order task records and knowledge content, enhancing service quality and consistency.
- Facilitates better collaboration among agents, dispatchers, and subject matter experts through real-time conversation summarization.
- Provides mobile-friendly virtual assistance, enabling field agents to access timely, relevant information and streamline their workflows.
- Supports easy setup and customization for administrators, helping organizations quickly realize the benefits of AI-enhanced FSM processes.
With the ServiceNow Otto for Field Service Management (FSM) application, users can generate work order task summaries and knowledge articles from work order task information. The sidebar summarization feature also helps agents quickly capture and document important discussions.
ServiceNow Otto for Field Service Management (FSM) overview
The following generative AI capabilities are available:
- Work order task summarization can help agents close tasks faster by generating summaries from work order task information. Automated content entry with ServiceNow Otto for Field Service Management (FSM) optimizes summary creation, reducing agent time on the application and providing higher-quality details in the work notes.
- Knowledge generation can help an agent to streamline content creation, An agent can automatically generate knowledge articles by using the relevant data from the work order task record. By not having to generate knowledge articles manually, this feature saves your agents valuable time and effort.
- Sidebar summary captures discussions between agents, dispatchers, and subject matter experts, and can be posted to the work notes. Agents can quickly summarize the sidebar discussion at any point during the conversation using the Summarize quick action, ensuring that all important details are accurately documented and easily accessible for future reference.
- Now Assist in Virtual Agent enables agents to access a virtual assistant to quickly summarize work order task records from the Mobile Agent application.
- Conversational search provides agents with quick, accurate answers to questions from the Knowledge Base, including additional information and related steps for effective assistance via the Mobile Agent app.
Skills
The ServiceNow Otto for FSM application includes generative AI skills that enable users to generate summary notes on work order tasks in any state, or generate knowledge articles from closed work order tasks.
- Work Order Task Summarization
- Enables users to generate a task closure summary using pre-configured inputs from the work order task.
The work order task summarization skill generates a summary from the following work order task fields:
- Description
- Short description
- Work notes
- Additional comments
- Knowledge generation
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Enables an agent to generate a knowledge article from a case after closing the work order task.
The knowledge generation skill displays a pop-up window that an agent can use to generate a knowledge article based on similar work order tasks and review it before publishing the knowledge article draft.
- Sidebar discussion summarization
- Provides agents with a summary of their discussions with dispatchers and subject matter experts.The sidebar discussion summarization skill enables agents to:
- Summarize the Sidebar discussion at any point during the discussion using the Summarize quick action.
- Share the Sidebar discussion to the work notes.
- Provide feedback for the summary.
Now Assist in Virtual Agent for Field Service
Now Assist in Virtual Agent for Field Service Management guided setup can reduce the time and effort needed to deploy Now Assist in Virtual Agent for mobile. Your administrators can configure features and skills as well as sources of information such as knowledge bases and catalogs. For more information, see Create an Assistant for Field Service Management.