Exploring Now Assist in Document Intelligence
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Summary of Exploring Now Assist in Document Intelligence
Now Assist in Document Intelligence leverages generative AI to help agents efficiently review documents, extract key information, and integrate that data into workflows within the ServiceNow platform. It offers capabilities such as document extraction, document Q&A, and enhanced contract analysis (via a separate application). This solution is designed to improve accuracy and speed in processing document data for various business operations.
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Key Features
- Document Extraction: Enables agents to use AI predictions in the Document Intelligence workspace to extract and review data from documents, which can then be mapped to fields used in workflows.
- Document Q&A: Allows agents to obtain answers to predefined questions from documents using AI, streamlining the review process.
- Contract Metadata Extraction and Analysis: Available exclusively through the Now Assist in Contract Management application, supporting contract-specific insights.
- Attachment Summarization: Provides concise summaries of attachment contents alongside record summaries in IT Service Management (ITSM), enhancing context for agents.
- Document Chat: Agents can interact via chat to receive responses based on document content, improving accessibility of information within Virtual Agent conversations.
- Skill Activation and Management: Skills are enabled and configured via the Now Assist Admin Console, allowing administrators to tailor AI features to specific use cases.
How It Works
The workflow begins with an administrator activating a specific AI skill and setting up a use case. When a document is uploaded as part of a document task within an integrated workflow, Now Assist processes it and makes predictions based on configured fields. If not fully automated, the task is sent to a live agent for review, validation, or correction of AI-predicted values before completing the task and continuing the workflow.
Benefits for ServiceNow Customers
- Quick Setup: Guided configuration helps admins define use cases efficiently, focusing on the exact information needed from documents.
- Accelerated Data Extraction: Agents can convert unstructured document content into structured platform data rapidly, improving operational workflows.
- Improved Information Access: Document Q&A functionality empowers agents to pinpoint key information swiftly, saving time during document review.
With Now Assist in Document Intelligence, your agents can use generative AI to help review documents for key information and extract document data for use in your workflows.
Now Assist in Document Intelligence overview
Now Assist in Document Intelligence makes the following generative AI capabilities available to an agent:
- Document extraction: Agents can extract information from documents and review the information in the Document Intelligence workspace. The information can then be stored in mapped fields and used as defined in the workflow.
- Document Q&A: Agents can save time when reviewing documents by using the predictive capabilities of generative AI to provide answers to predefined questions.
- Contract metadata extraction and contract analysis. The skills for contract metadata extraction and contract analysis are only available with the Now Assist in Contract Management application. For more information, see Now Assist in Contract Management.
- Attachment summarization. Agents can view a summary of attachment content along with the record summary in ITSM. Attachment summarization is available in Now Assist for ITSM. For more information, see Customize a Now Assist for IT Service Management (ITSM) skill.
- Document chat. Agents can receive chat responses based on document content. Document chat is available in Now Assist for Virtual Agent. For more information, see Upload documents in a chat.
Now Assist in Document Intelligence skills
Now Assist in Document Intelligence skills are enabled in the Platform workflow on the Now Assist Admin Console. For more information on activating the skills, see Activate a Now Assist in Document Intelligence skill.
- Document extraction
- The document extraction skill allows agents to use Now Assist predictions in the Document Intelligence workspace to quickly extract data from documents. For more information, see Extract document data with Now Assist in Document Intelligence.
- Document Q&A
- The document Q&A (question and answer) skill allows agents to use Now Assist to find answers to predefined questions from a document in the Document Intelligence workspace. For more information, see Review document Q&As with Now Assist in Document Intelligence.
Now Assist in Document Intelligence workflow
The following diagram shows how the Now Assist in Document Intelligence skills are set up and used to process documents.
In this workflow:
- An admin activates a skill and sets up a use case for it.
- A workflow integration creates a document task as part of its flow.
- A document is uploaded for processing in a document task.
- Now Assist processes the document and makes predictions based on the fields defined in the use case.
- If the use case is not set to full automation, the task is sent to a live agent for review.
- The agent provides input to validate or correct the values predicted by Now Assist.
- The task is completed and the integrated workflow proceeds as defined.
Now Assist in Document Intelligence benefits
Now Assist in Document Intelligence provides the following benefits.
| Benefit | Feature | User |
|---|---|---|
| Start fast with a guided set up of your use cases to identify the information you want to get from your documents. | ||
| Accelerate the extraction of information from documents and turn it into structured data in the platform. | ||
| Quickly find key information in documents by getting answers to specific questions. |