This document describes changes to the Now LLM Service for Agent by release.

May 2024

• Released KB Generation, which enables agents to use genAI to draft a KB article from a case or incident.
• Improved the completeness of task summarization and resolution note generation by incorporating emails related to the task record.
• Enabled chat summarization in agent chat for live agent-to-live agent transfers.

March 2024

• Improved framework by adding language detection to prepare for multi-lingual summarization.
• Added standard responses for Actions Taken and Resolution sections if no activities are detected.

February 2024

• Fixed hallucination seen in Task Summary, related to case state, resolution section, and activity stream.
• Improved relevance of content in task summary by removing content from system-generated worknotes.
• Fixed issues in chat summarization related to HTML formatting in the prompt.
• Fixed incorrect email ordering for summarization with email content.