Now Assist panel

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 3 minutes to read
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    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 Now Assist Panel

    The Now Assist panel enhances agent productivity by utilizing generative AI to assist with customer issues more efficiently. It allows agents to summarize chats, cases, or incidents and generate resolution notes quickly. Note that the Next Experience must be enabled to use this feature.

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    Key Features

    • Now Assist Icon: Opens the panel and shows missed messages count.
    • Reset Icon: Restarts the conversation and deletes existing messages.
    • Pushpin Icon: Permanently pins the Now Assist panel on the screen.
    • Input Field: Enter commands or actions for assistance.
    • Available Interfaces: Now Assist functions in both Next Experience and Core UI.

    Key Outcomes

    Through the Now Assist panel, agents can efficiently generate:

    • Chat Summarization: Quickly access details of chats, preventing repeat information from requesters.
    • Case or Incident Summarization: Retrieve essential information about cases or incidents for CSM, HRSD, or ITSM.
    • Resolution Notes: Generate clear notes detailing how interactions were resolved.

    These capabilities streamline interactions and improve service efficiency for agents using ServiceNow.

    With the Now Assist panel, you can get assistance from generative AI experiences to solve customer issues faster. Use this conversational interface to summarize a chat, case, or incident or generate resolution notes so that you can get the context of this information more quickly.

    Note:
    Conversational aspects of the Now Assist panel, such as skill detection, are powered by Now LLM Service.

    Now Assist Overview

    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.

    Note:
    Next Experience must be enabled to use the Now Assist panel. For more information, see Considerations for activating Next Experience.

    Let's get started by selecting the Now Assist icon to display the Now Assist panel.

    Figure 1. Now Assist panel
    Now Assist panel
    The Now Assist panel includes:
    Item number Description
    1 -

    Now Assist icon

    Displays the Now Assist panel.

    If a number in a square appears, it indicates the number of messages you have missed when the Now Assist panel was closed. Now Assist icon with messages
    2 - Reset icon

    Reset icon

    Select the reset icon if you think that Now Assist doesn't understand what you want and you'd like to restart the conversation. If you reset the conversation, the existing messages are deleted, and a new conversation is started. You won't be able to access the previous messages after you reset the conversation.
    3 - Pushpin icon

    Pushpin icon

    Permanently pin the Now Assist panel to the screen.
    4 - Option buttons Option buttons
    5 - Ask Now Assist to.….. field Field where the user can enter actions.

    Now Assist is available in both Next Experience and Core UI. The following screenshots show the Now Assist panel on Next Experience and Core UI screens.

    Table 1. Now Assist panel
    Next Experience Core UI
    Now Assist panel on Next Experience. Now Assist panel on a Core UI incident form.

    If you think that Now Assist doesn't understand what you want and you'd like to restart the conversation, select the reset icon from the Now Assist panel. If you reset the conversation, the existing messages are deleted, and a new conversation is started. You won't be able to access the previous messages after you reset the conversation.

    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 the Ask Now Assist to field field.

    Note:
    You can also generate a chat summarization by using the /summarize quick action in Agent Chat.

    For more information about the chat summarization, see Chat summarization.

    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.

    You can generate a case or incident summarization from the Now Assist panel for Now Assist for CSM, Now Assist for HRSD, or Now Assist for ITSM:
    • 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.

    For more information about the case or incident summarization, see Record summarization.

    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.

    For more information about generating resolution notes, see Resolution notes generation.