Now Assist value insights

  • Release version: Yokohama
  • Updated February 7, 2025
  • 5 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 value insights

    The Now Assist value insights dashboard in ServiceNow Yokohama release provides detailed analytics on productivity improvements enabled by Now Assist skills. It estimates time saved in two key areas: writing and reading, helping organizations quantify efficiency gains from using AI-driven content generation and summarization features.

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    Estimated Writing Time Saved

    Now Assist enhances writing efficiency through automated generation of Knowledge Base articles, resolution notes, and incident or case creation triggered by chat summarization. The dashboard estimates writing time saved by dividing the word count of AI-generated content by an industry average write rate of 40 words per minute. This rate can be customized via the snnaanalytics.wts.rate system property.

    The dashboard provides these key indicators:

    • Total writing time saved: Aggregate minutes saved by generating content using Now Assist skills.
    • Average time saved per record: Productivity measure at the individual record level.
    • Average time saved per user: Productivity measure per individual user.
    • Total generated content: Count of content creation events contributing to time savings.
    • Average unique records generating content per day: Daily activity indicator for content generation.
    • Trend charts: Visualize average writing time saved per record and per user over time.

    Estimated Reading Time Saved

    Reading efficiency is improved by using Now Assist for summarizing records such as incidents, cases, and change requests, as well as chats. The saved reading time is calculated by subtracting the AI-generated summary word count from the original record word count, divided by an industry average reading rate of 240 words per minute. This rate can be customized with the snnaanalytics.rts.rate system property.

    Key dashboard indicators include:

    • Total reading time saved: Aggregate minutes saved through content summarization.
    • Average time saved per record: Productivity measure at the record level for reading.
    • Average time saved per user: Productivity measure per individual user for reading.
    • Total generated summaries: Count of summaries created contributing to time savings.
    • Average unique records summarized per day: Daily activity indicator for summarization.
    • Trend charts: Visualize average reading time saved per record and per user over time.

    Practical Use for ServiceNow Customers

    By leveraging the Now Assist value insights dashboards, ServiceNow customers can:

    • Measure and demonstrate productivity gains from AI-assisted writing and reading activities.
    • Customize time-saving calculations to better fit their organizational standards via system properties.
    • Track usage patterns and efficiency trends across users and records to optimize adoption and identify training needs.
    • Make data-driven decisions to enhance knowledge management, incident resolution, and case handling processes.

    This enables organizations to maximize the return on investment in Now Assist capabilities by clearly understanding their impact on operational efficiency.

    Gain insights into the value realized from Now Assist skills and features.

    The Now Assist value insights dashboard page gives you insights into the estimated productivity gains as a result of using Now Assist skills. The productivity gains are classified into two categories: Estimated Writing Time Saved and Estimated Reading Time Saved. Data points and timestamps from the invoking records are captured and used to perform calculations and approximations for the read and write time saved by users using Now Assist. See Now Assist Analytics dashboard indicator details for information on the data and calculations behind each indicator.

    Estimated writing time saved indicators

    Now Assist skills that contribute to improving writing efficiency and saving time include Knowledge Base generation, resolution notes generation, and incident and case creation triggered from chat summarization. Writing time saved is an estimation of the time that the user would have otherwise had to spend writing Knowledge articles, resolution notes, incident, and case details.

    Note:
    The following formula is used to calculate the estimated writing time saved: (Word count of the LLM-generated response)/(Write rate). For example, if the resolution notes generated by the LLM response has 180 words, the estimated writing time saved is 180/40, which is 4.5 minutes. The calculations are based on an assumption that the LLM-generated response is accepted in its entirety by the user. The write rate considered for the calculations is based on the industry average for write rate, which is 40 words per minute. To set a value according to your requirements, add a system property by the name sn_na_analytics.wts.rate and set the value accordingly. For more information on adding a system property, see Add a system property.
    Figure 1. Estimated writing time saved indicators
    Estimated writing time saved indicators.
    The indicators on the Estimated Writing Time Saved dashboard page provide the following insights. Apply the date, product, and skill filters according to your requirements.
    • Total writing time saved by using Now Assist skills to generate content.
    • Average time saved per record by using Now Assist skills to generate content is an indicator of productivity at the record level.
    • Average time saved per user by using Now Assist skills to generate content is an indicator of productivity at individual user level.
    Total generated content
    This area of the dashboard shows the number of times that content was generated using Now Assist skills that contributed to time saved in writing.
    Figure 2. Total generated content indicator
    Total generated content indicator.
    Average unique records to generate content per day
    This area of the dashboard shows the average number of daily unique records used by Now Assist skills to generate content that contributed to time saved in writing in the selected date range.
    Figure 3. Average unique records to generate content per day indicator
    Average unique records to generate content per day.
    Total writing time saved
    This area of the dashboard shows the total time saved by using Now Assist skills to generate content for writing efficiency. The calculation is based on the industry average for writing time.
    Figure 4. Total writing time saved indicator
    Total writing time saved indicator.
    Average writing time saved per day
    This area of the dashboard shows the average time saved per day using Now Assist skills to generate content for writing efficiency.
    Figure 5. Average writing time saved per day indicator
    Average writing time saved per day indicator.
    Average writing time saved trend per record
    This area of the dashboard shows a trend chart of the average time (in minutes) saved per record by using Now Assist skills to generate content for writing efficiency.
    Figure 6. Average writing time saved trend per record indicator
    Average writing time saved trend per record indicator.
    Average writing time saved trend per user
    This area of the dashboard shows a trend chart of the average time (in minutes) saved per user by using Now Assist skills to generate content for writing efficiency.
    Figure 7. Average writing time saved trend per user indicator
    Average writing time saved trend per user indicator.

    Estimated Reading Time Saved

    The Now Assist skills that contributed to improving reading efficiency and saving time include record summarization (incident, case, and change request) and chat summarization.

    Note:
    The following formula is used to calculate the estimated reading time saved: (Word count of the contents of a record - word count of the LLM-generated summary of the record)/(Read rate). Short description, description, priority, state, and activities in the metadata record constitute the contents of a record. For example, if the contents of a case record contains 420 words and the case summary generated by the LLM contains 180 words, the estimated read time saved is (420-180)/240, which is 1 minute. The read rate considered for the calculations is based on the industry average for read rate, which is 240 words per minute. To set a value according to your requirements, add a system property by the name sn_na_analytics.rts.rate and set the value accordingly. For more information on adding a system property, see Add a system property.
    Figure 8. Estimated reading time saved indicators
    Estimated reading time saved indicators.
    The indicators on the Estimated Reading Time Saved dashboard page provide the following insights.
    • Total reading time saved by using Now Assist skills to summarize content.
    • Average time saved per record by using Now Assist skills to summarize content is an indicator of productivity at the record level.
    • Average time saved per user by using Now Assist skills to summarize content is an indicator of productivity at individual user level.
    Total generated summaries
    This area of the dashboard shows the number of summaries generated using Now Assist skills that contributed to time saved in reading.
    Figure 9. Total generated summaries indicator
    Total generated summaries indicator.
    Average unique records summarized per day
    This area of the dashboard shows the average number of daily unique records used by Now Assist skills to summarize content that contributed to time saved in reading in the selected date range.
    Figure 10. Average unique records summarized per day indicator
    Average unique records summarized per day indicator.
    Total reading time saved
    This area of the dashboard shows the total time saved by using Now Assist skills to summarize content for reading efficiency.
    Figure 11. Total reading time saved indicator
    Total reading time saved indicator
    Average reading time saved per day
    This area of the dashboard shows the average time saved per day using Now Assist skills to summarize content for reading efficiency.
    Figure 12. Average reading time saved per day indicator
    Average reading time saved per day indicator.
    Average reading time saved trend per record
    This area of the dashboard shows a trend chart of the average time (in minutes) saved per record by using Now Assist skills to summarize content for reading efficiency.
    Figure 13. Average reading time saved trend per record indicator
    Average reading time saved trend per record indicator.
    Average reading time saved trend per user
    This area of the dashboard shows a trend chart of the average time (in minutes) saved per user by using Now Assist skills to summarize content for reading efficiency.
    Figure 14. Average reading time saved trend per user indicator
    Average reading time saved trend per user indicator.