Activate Now Assist Skills

  • Release version: Yokohama
  • Updated July 31, 2025
  • 3 minutes to read
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    Summary of Activate Now Assist Skills

    Activate Now Assist generative AI skills to enhance your ServiceNow capabilities with features like summarization, response suggestions, and sentiment analysis. This setup allows for tailored support for agents across various platforms, helping improve efficiency in customer service management (CSM).

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    Key Features

    • Chat Summarization: Generate concise conversation summaries for quick references.
    • Call Summarization: Create summaries of agent-customer calls to improve follow-up.
    • Resolution Notes: Summarize case resolutions for better understanding during future interactions.
    • Knowledge Generation: Draft knowledge articles based on resolved cases for agent review.
    • Chat Recommendation: Suggest replies for chat messages based on context.
    • Email Recommendation: Generate efficient email responses tailored to conversation context.
    • Sentiment Analysis: Analyze case sentiment to enhance resolution efficiency.
    • Suggested Steps: Automatically generate steps based on closed cases with similar resolutions.
    • Sidebar Summarization: Summarize discussions in the Sidebar for quick reference.
    • Case Summarization: Summarize case details for agents to quickly understand case status.
    • Activity Response Generation: Automatically suggest updates for case records.
    • Trending Topics Dashboard: View and track trends across cases with visual insights.
    • Sentiment Analysis Dashboard: Gain insights into customer sentiment trends and root causes.

    General Configuration Steps

    Each skill requires a unique configuration process, but they share common activation steps:

    • Trigger: Set conditions for skill generation, such as chat handoffs.
    • Input: Define the data used for generating skill information.
    • Availability: Customize when the skill is active and accessible.
    • Access: Control who can use the skill by selecting specific roles.
    • Display: Determine where the skill appears in the interface.

    Finalize your setup by reviewing changes and activating the skills for agent use.

    Enable Now Assist generative AI skills to provide AI-driven capabilities such as summarization, response suggestions, and sentiment analysis.

    This video provides an overview of how you can set up skills and monitor and analyze usage via the Now Assist Admin console.

    Each skill is configured separately, and tailored to support agents across various platforms. The following Now Assist skills are available to be configured for use within CSM.

    Table 1. Now Assist skill overviews
    Skill Description
    Chat Summarization Generate condensed summaries of conversations between agents or Virtual Agents and highlight key points for quick reference. For more information, see Configure chat summarization.
    Call Summarization Generate summaries of agent-customer calls within the Active Chat window to capture key call details for better agent follow-up and record keeping. For more information, see Configure call summarization.
    Resolution Notes Create summaries of case resolutions to help agents quickly understand resolution details and reference notes in future similar interactions. For more information, see Configure resolution notes generation.
    Knowledge Generation Draft knowledge articles based on resolving case tasks for agents to review and edit before publishing. For more information, see Configure knowledge generation.
    Chat Recommendation Help agents generate replies for chat messages based on conversation context. For more information, see Configure chat recommendation.
    Email Recommendation Generate and refine efficient email responses based on conversation context. For more information, see Configure email recommendation.
    Sentiment Analysis Analyze case sentiment, trends, and reasoning from case inputs, helping agents resolve cases more efficiently. For more information, see Configure sentiment analysis case.
    Suggested steps Generate suggested steps automatically by analyzing clusters of closed cases with similar case resolution. For more info, see Configure Suggested Steps Generation.
    Sidebar summarization Generate a summary of Sidebar discussions between agents, requesters, and subject matter experts quickly. For more info, see Configure Sidebar Summarization.
    Case summarization Summarize the case details and display this information on the case record, helping the agents to come to speed quickly on cases. For more info, see Configure Case Summarization.
    Activity response generation Automatically generate recommendations for resolution notes, work notes and comments, helping agents add informative updates to case records For more info, seeConfigure activity response generation.
    Trending topics dashboard View trending topics across cases with insights and visualizations, helping track trend progression, regional impact, and drill down into specific trends using customizable filters. For more info see, Configure trending topics dashboard.
    Sentiment analysis dashboard Gain a complete picture of customer sentiment across all cases. This dashboard leverages LLM-powered analysis to explain sentiment trends and their underlying drivers. Drill down into specific patterns to identify root causes and access real-time insights that enable managers to take precise, informed action. For more info, see Use sentiment analysis dashboard

    General Configuration Steps

    Each skill has it’s own configuration process. However, skill activation follows the same guided setup. What configuring steps are required varies depending on the skill.

    Common Configuration components:
    • Trigger: Allows you to configure the circumstances in which a skill is generated. For example, chat summarizations can be configured to generate when the chat handoff is done from a live agent to a live agent.
    • Input: Configure the data used to create the information generated by the skill. For example, resolution notes information is generated from the description, short description, work notes, and the additional comments fields of existing case notes.
    • Availability: customize how and when the skill capability is active and accessible. For example, email reply recommendations can be configured to be always available, or defined using the condition builder to determine whether or not a user can activate the skill.
    • Access:determine who can access this skill. By selecting specific roles, you're controlling who can use it. The roles you choose will also be available in the next step Select display.
    • Display: determine where the skill appears. For example, the call summarization skill can be configured to display on forms and workspaces or in the Now Assist panel.
    Saving and activating the configuration setup process is the same across all Now Assist skills.
    Finalize and Activate Setup
    1. After selecting Review and Activate to examine changes, select Done to close the skill configuration settings.
    2. Select Skill to turn on the skill for agents and complete the configuration.