Key Features

• Chat Summarization Skill: Configure triggers to generate chat summaries based on specific events, including:
  • Virtual Agent to Live Agent handoff
  • Live agent quick action (/summarize)
  • Live agent ending the chat (updates short description and chat summary fields)
  • Task creation (auto-populates short description and description fields)
  • Option to display chat summaries as bulleted lists
• Case Summarization Skill: Uses read-only inputs from the HR Case [snhrcorecase] table, including fields such as Description, Priority, Short description, State, Additional comments, and Work notes. Note that case summarization is unavailable for Cancelled or Suspended cases.
• Resolution Notes Generation Skill: Generates resolution notes using read-only inputs from the HR Case table with fields like Short description, Description, State, Additional comments, and Work notes.
• Knowledge Article Generation Skill: Uses inputs from the HR Case table including Short description, Description, Close notes, Additional comments, and Work notes to generate knowledge articles.

Practical Application for ServiceNow Customers

By configuring these inputs and triggers, ServiceNow customers can customize how Now Assist automates and enhances HR interactions. This enables efficient chat summarization, case updates, resolution note creation, and knowledge article generation, improving HR case management workflows and agent productivity.

Understanding and setting these parameters allow customers to tailor Now Assist behaviors to their organizational processes, ensuring relevant data is captured and actions are triggered at optimal times.