Configuring Now Assist for Order Management
If you have the admin role, you can configure the Now Assist for Order Management application so that your agents can use the generative AI skills in the CSM/FSM Configurable Workspace and Business Portal.
Installing the Now Assist for Order Management application installs the following AI agents on your ServiceNow instance:
- Manage order operations AI agent
- Summarization for Order Management
Request the Now Assist for Order Management application from the ServiceNow Store and install it using the Application Manager. For more information, see Install a ServiceNow Store application.
Use the Now Assist Admin console to configure Now Assist for Order Management. Use Summarization for Order Management plugin to install and configure the generative AI skills.
Nota:
Currently for the initial release, the plugin cannot be installed from the
Plugins section of Now Assist Admin. As a workaround, you can install the application from Application Manager.
Configuring order summarization skill
The Now Assist skills for SOM are:
- Order summarization for order capture
- Order summarization for order fulfillment
For information on customizing the order summarization skill, see Customize an order summarization skill in Now Assist for Order Management.
Nota:
Microsoft Azure, Amazon bedrock, Now LLM, Now LLM LTS, and Google Cloud vertex AI are currently the providers for this Now Assist application's skills.
Configuring standalone AI agents
Business-to-business (B2B) customers can submit order cases using Now Assist from the Business Portal. Interaction channels include chat and voice options. Before you can use the manage order operations agent in the Business Portal:
Enable Voice AI agent support on your phone channels by installing the Now Assist Voice [sn_voice_aia]. For more information, see Deploy AI voice agents.