Now Assist in Virtual Agent readiness on the ServiceNow AI Platform
Summarize
Summary of Now Assist in Virtual Agent readiness on the ServiceNow AI Platform
Now Assist enhances the Virtual Agent on the ServiceNow AI Platform by leveraging AI-driven capabilities that understand natural language to guide users through complex tasks and provide confident answers without the need for rigid keyword matching or manual configurations. It uses Large Language Models (LLMs) to automatically discover and match user intents to Virtual Agent topics and AI assets, simplifying deployment and improving conversation quality.
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Key Features
- AI Asset Discovery: Automatically matches user intents with Virtual Agent topics, generative AI skills, AI agents, workflows, subflows, and actions, eliminating manual keyword or NLU configuration.
- Simplified Deployment: Accelerates rollout with LLM-powered Virtual Agent topics, reducing manual tuning efforts and delivering faster value.
- AI Search Genius Results: Provides users with curated, actionable responses via Genius cards that summarize knowledge and offer direct actions such as requesting catalog items.
- Conversational Catalog Ordering: Enables users to request Service Catalog items through natural conversation, with Virtual Agent clarifying and confirming user intent before completing requests. (Catalog items must be marked as conversational.)
- Multi-turn Q&A: Supports follow-up questions for query refinement and better answers.
Setting Up Now Assist in Virtual Agent
Setup involves customizing or creating an LLM assistant and assigning it to portals. LLM Virtual Agent topics must be associated with an assistant to be discoverable.
High-level checklist for readiness:
- Install Now Assist in Virtual Agent: Install from the Conversational Interfaces admin console after installing a Now Assist product (e.g., for ITSM); configure an assistant accordingly.
- Review Virtual Agent Topic Inventory: Identify high-volume user intents using Conversational Analytics and Automation Discovery reports to find top self-solve opportunities.
- Review Knowledge Base: Identify KB articles that support self-service for the identified intents to simplify topic management.
- Migrate NLU Topics to LLM: Use the migration tool to convert existing NLU topics to LLM for minimal rework and leveraging existing content.
- Review Service Catalog Items: Identify self-serve catalog items that can be handled via existing LLM topics to avoid redundancy.
- Leverage Pre-built LLM Topics: Utilize Now Assist's pre-built LLM topics for ITSM to reduce development efforts.
Best Practices and Additional Tips
- Optimize topic descriptions during NLU topic migration to ensure clarity and alignment with user intent and expected outcomes.
- Customize the assistant's appearance and chat experience (Standard or Enhanced chat) during guided setup to align with organizational branding.
- Integrate Now Assist with Microsoft Teams for extended conversational capabilities.
What This Enables for ServiceNow Customers
By adopting Now Assist in Virtual Agent, ServiceNow customers can accelerate virtual agent deployment with smarter, AI-powered conversational experiences that reduce manual configuration, improve response quality, and enable natural language interactions, including conversational service catalog ordering. This leads to increased self-service adoption, streamlined support workflows, and enhanced user satisfaction.
Now Assist enhances Virtual Agent with AI-driven capabilities that understand natural language, guide users through complex tasks, and deliver high-confidence answers without relying on rigid keyword matching or manual configurations.