Standard chat
With the Now Assist panel standard chat, you can get assistance from generative AI experiences to solve customer issues faster. Use this conversational interface to summarize a chat, case, or incident, get help, or generate resolution notes so that you can get the context of this information more quickly.
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.
Prerequisites
- Next Experience must be enabled. For more information, see Considerations for activating Next Experience.
- You must have the now_assist_panel_user role.
- Your role must be applied to at least one active Now Assist skill to use skills in the Now Assist panel.
- Now Assist skills must be enabled to appear on the Now Assist panel. For more information, see Now Assist skills.
- If you want to use assistants, you must activate them. See Activate Now Assist panel assistants for information on activating assistants.
- If you want to use voice input, you have to enable voice input Enable voice input for Now Assist panel. Nota:Voice input is automatically activated when you activate the Now Assist panel. As of the Zurich Patch 4 release, voice input is configured in the Configure Next Experience accessibility preferences.
Now Assist panel standard chat overview
Let's get started by selecting the Now Assist icon 
to display the Now Assist panel.
If a number in a square appears, it indicates how many messages you missed when the Now Assist panel was closed.
| Item number | Description |
|---|---|
|
1 - Enter modal button |
Expands the chat into a 90% screen-size window. |
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2 - |
Positions, or pins, the Now Assist panel to the screen. |
|
3 - Display chats button |
Displays the Chats window. |
|
4 - Option buttons |
Displays the available options. |
|
5 - Copy message button |
Copies the Now Assist panel message. |
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6 - Reply to Now Assist... field |
Enter actions. |
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7 - Now Assist message |
Indicates that the answers are generated by AI. |
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Voice Input
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If Voice Input is activated, select the microphone icon or the keyboard shortcut to use your voice to interact with the Now Assist panel. After you speak, there’s a pause while the system transcribes the text and then displays it on the screen. See Enable voice input for Now Assist panel for information on enabling Voice Input. See Next Experience keyboard shortcuts for the Now Assist menu (Voice Input mode) shortcuts for Microsoft and macOS. |
|
8 - Active chats |
All active chats display in the Active chats section. in the Active chats section of the Now Assist. You can create additional chats by selecting the + icon in the heading. |
|
9 - Updates |
Displays important updates and reminders. |
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10 - Closed chats |
Displays all closed chats. If you select one of the closed chats, you can see that chat's history. |
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.
| Next Experience | Core UI |
Navigating from the Now Assist panel
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 Ask Now Assist to field.
/summarize quick action in Agent Chat.For more information about chat summarization, see Now Assist skills.
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.
- 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.
Conversation Help
Get specific and accurate answers to your queries by using the Get Help skill option on the Now Assist panel. This skill is available to everyone entitled to Now Assist capabilities.
For more information about the Now Assist Conversational Help skill which represents as Get Help on the Now Assist panel, see Now Assist Conversational Help.
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.
Streaming responses
After you enter a question or request on the Now Assist panel, Now Assist gathers information from Knowledge Base articles, external content, product documentation, catalog items, and workflows and combines them into a synthesized, comprehensive answer. Instead of waiting for the
entire message to render, the synthesized response streams in real time and stops streaming after the entire message has been delivered. An animated sparkle icon () appears while the response is generated and changes to the static sparkle icon after the response has fully loaded.