Playbook Assist

  • Release version: Washingtondc
  • Updated March 7, 2024
  • 2 minutes to read
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    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Playbook Assist Build Workflows

    Playbook Assist is a feature within the Now Assist for Creator application that enables users to generate playbook outlines from text directions, facilitating tasks such as managing customer support cases. This tool leverages artificial intelligence to streamline the workflow creation process.

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    Key Features

    • Outline Generation: Users can input text directions to create structured playbook outlines with placeholder activities.
    • Configuration: Playbook Assist must be enabled within the Now Assist for Creator application for functionality.
    • Role Requirements: Specific roles are necessary to utilize Playbook Assist effectively.

    Key Outcomes

    By implementing Playbook Assist, ServiceNow customers can expect to:

    • Accelerate the creation of playbooks for various workflows.
    • Utilize AI-driven insights while remaining aware of the limitations of AI outputs.
    • Ensure data handling is in line with ServiceNow's compliance policies.

    It is crucial for users to test and verify the generated outputs for their specific use cases to ensure accuracy and appropriateness, especially in sensitive areas.

    Use Playbook Assist to generate playbook outlines from text directions. For example, you can enter directions to generate a playbook outline for managing customer support cases. Playbook Assist is part of the Now Assist for Creator application.

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    AI limitations

    This application uses artificial intelligence (AI) and machine learning, which are rapidly evolving fields of study that generate predictions based on patterns in data. As a result, this application may not always produce accurate, complete, or appropriate information. Further, there is no guarantee that this application has been fully trained or tested for your use case. To mitigate these issues, it is your responsibility to test and evaluate your use of this application for accuracy, harm, and appropriateness for your use case, employ human oversight of output, and refrain from relying solely on AI-generated outputs for decision-making purposes. This is especially important if you choose to deploy this application in areas with consequential impacts such as healthcare, finance, legal, employment, security, or infrastructure. You agree to abide by ServiceNow’s AI Acceptable Use Policy, which may be updated by ServiceNow.

    Data processing

    This application requires data to be transferred from ServiceNow customers' individual instances to a centralized ServiceNow environment, which may be located in a different data center region from the one where your instance is, and potentially to a third-party cloud provider, such as Microsoft Azure. This data is handled per ServiceNow's internal policies and procedures, including our policies available through our CORE Compliance Portal.

    Data collection

    ServiceNow collects and uses the inputs, outputs, and edits to outputs of this application to develop and improve ServiceNow technologies including ServiceNow models and AI products. In addition, this application will collect information about scripts (and associated script records) in which Now Assist for code generation is called. Customers can opt out of future data collection at any time, as described in the Now Assist Opt-Out page.

    For more information, see the Now Assist documentation.