Record summarization

  • Release version: Xanadu
  • Updated August 28, 2024
  • 2 minutes to read
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    Summary of Record summarization

    Record summarization in ServiceNow leverages Now Assist, powered by the ServiceNow Large Language Model (Now LLM Service), to quickly generate concise summaries of records such as cases and incidents. This feature helps ServiceNow customers efficiently understand the essential details of a record without requiring the requester to repeat information already provided. Summaries are generated based on relevant record fields, with the latest versions removing the minimum word count restriction, enabling broader applicability.

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    Key Features

    • Automatic summarization of cases and incidents across multiple ServiceNow products.
    • Supports summarization in Customer Service Management (CSM), HR Service Delivery (HRSD), IT Service Management (ITSM), Financial Services Operations (FSO), Health and Safety, Legal Service Delivery (LSD), Security Incident Response, and Telecommunications, Media and Technology (TMT).
    • Summaries are displayed in various user interfaces such as the Active Chat pane, Next Experience, and Core UI for seamless accessibility.
    • Available as an integrated skill within Now Assist workflows tailored for different ServiceNow products and industries.

    Practical Application

    ServiceNow customers can use record summarization to:

    • Gain rapid insight into the critical information of a record without manual review of full details.
    • Improve customer and employee experience by reducing repetitive information gathering.
    • Enhance workflow efficiency by integrating summarization into different ServiceNow product workflows and user interfaces.

    Availability

    This summarization capability is embedded within Now Assist workflows across a broad range of ServiceNow products, including ITSM, Security Incident Response, CSM, FSO, PSDS, TMT, Health and Safety, HRSD, LSD, and several Finance & Supply Chain operations like Accounts Payable Operations, Supplier Lifecycle Operations, and Sourcing and Procurement Operations. This ensures customers can access summarization in the contexts most relevant to their business processes.

    You can quickly learn the details of a record from record summarization generated by Now Assist. By reading a Record summarization, you can get details about a case or incident and can save your requester from having to repeat the same information that the requester has already provided.

    Now Assist can generate a summary of records only if the input data contains at least 50 words in the relevant fields. If you have the latest version, there is no minimum word count requirement.

    Note:
    The ServiceNow Large Language Model (Now LLM Service) is the provider for this Now Assist skill.

    In the following examples Now Assist generated a case/incident summarization in Now Assist for Customer Service Management (CSM), Now Assist for HR Service Delivery (HRSD), and Now Assist for IT Service Management (ITSM). The incident summarization is displayed in the Active Chat pane.

    Figure 1. Case summarization in Now Assist for CSM
    Case summarization in Now Assist for CSM
    Figure 2. Case summarization in Now Assist for HRSD
    Chat summarization in Now Assist for HRSD

    In the Now Assist for ITSM example, Now Assist generated an incident summarization that can be displayed in Next Experience or Core UI.

    Table 1. Incident summarization in Now Assist for ITSM
    Next Experience Core UI
    Incident summarization in Now Assist for ITSM in Next Experience Incident summarization in Now Assist for ITSM in Core UI
    Figure 3. Incident summarization in Now Assist for Security Operations
    Security incident summarization in Now Assist for Security OperationsNext Experience

    Generating a case or incident summarization

    You can generate a case or incident summarization for the following products:

    Availability

    This skill is available in the workflows and products listed below.

    Table 2. Now Assist products and workflows
    Workflow Product
    Technology

    Now Assist for IT Service Management (ITSM)

    Now Assist for Security Incident Response
    Customer

    Now Assist for Customer Service Management (CSM)

    Now Assist for Financial Services Operations (FSO)

    Now Assist for PSDS

    Now Assist for Telecommunications, Media and Technology (TMT)
    Employee

    Now Assist for Health and Safety

    Now Assist for HR Service Delivery (HRSD)

    Now Assist for Legal Service Delivery (LSD)
    Finance & Supply Chain

    Now Assist for Accounts Payable Operations (APO)

    Now Assist for Supplier Lifecycle Operations (SLO)

    Now Assist for Sourcing and Procurement Operations (SPO)