---
sourceDocument: Yokohama Enable AI
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/intelligent-experiences
Release :
- yokohama
ft:locale :
- en-US
ft:publication_title :
- Yokohama Enable AI
ft:clusterId :
- platai
bundleId :
- platai
workflow :
- Platform
---
# Standard chat
# Standard chat {#ariaid-title1}
Release version: Yokohama
Updated July 16, 2025
 4 minutes to read
Summarize
 Summarized using AI
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 Standard chat
The Now Assist panel standard chat, available in the Yokohama release, integrates generative AI to help ServiceNow agents resolve customer issues more efficiently.
This conversational interface enables agents to quickly summarize chats, cases, or incidents, get targeted help, and generate resolution notes, improving productivity and context understanding during interactions.
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Activation of the Now Assist panel standard chat and enabling Now Assist skills are prerequisites for use. The panel is accessible in Next Experience and ServiceNow Studio, and requires the Next Experience feature to be enabled.
## Key Features
* **Now Assist Panel Interface:** Includes controls to expand the chat window, pin the panel, display chats, copy messages, enter replies, and view active or closed chats. Missed messages are indicated by a numeric badge.
* **Voice Input Support:** Allows agents to interact with the panel using voice commands with transcription, enhancing accessibility and speed.
* **Navigation Within Conversations:** Agents can enter navigation requests directly in the panel to move between related records (e.g., "navigate me to active incidents") without leaving the chat.
* **Chat Summarization:** Generates concise summaries of ongoing chats to quickly grasp conversation details, reducing the need for repeat explanations from requesters.
* **Case and Incident Summarization:** Provides summaries of cases or incidents for ServiceNow Otto solutions (CSM, HRSD, ITSM), allowing agents to understand the issue context swiftly.
* **Conversational Help ("Get Help" Skill):** Delivers precise answers to agent queries within the panel, accessible to all users entitled to Now Assist capabilities.
* **Resolution Notes Generation:** Automatically generates detailed resolution notes from interaction data to document outcomes efficiently.
* **Streaming Responses:** Synthesizes information from multiple sources (Knowledge Base, documentation, workflows) and streams answers in real time, with visual indicators showing response progress.
## Practical Benefits for ServiceNow Customers
* Accelerates issue resolution by providing AI-generated summaries and notes, reducing manual effort.
* Improves agent productivity through easy access to contextual information and navigation without leaving conversations.
* Enhances communication clarity by minimizing repeated information requests from customers.
* Supports multimodal interaction via voice, catering to varied agent preferences and workflows.
* Ensures responses are comprehensive and synthesized from authoritative sources, increasing confidence in information accuracy.
With the Now Assist panel standard chat, you can get assistance from generative AI experiences to solve customer issues faster. Use this conversational interface to summarize a chat, case, or incident, get help, or generate
resolution notes so that you can get the context of this information more quickly.
Note:
Next Experience must be enabled to use the Now Assist panel. For more information, see [Considerations for activating Next Experience](https://www.servicenow.com/docs/access?context=next-experience-adoption-paths&version=yokohama&pubname=yokohama-platform-user-interface&ft:locale=en-US).
## Now Assist panel standard chat overview {#now-assist-panel-standard__id_w2m_j4r_tyb}
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.
Now Assist panel standard chat must be activated before you can use it. See [Activate Now Assist panel standard chat](https://servicenow-prod.fluidtopics.net/DBYboOkLteBGy9h4_rK7Bw "Activate the Now Assist panel standard chat to enable your agents to use Now Assist skills, such as task summarization or navigation, in a side panel on the user interface.") for more information. Now Assist skills must be enabled to appear on the Now Assist panel. For more information, see [Now Assist skills](https://servicenow-prod.fluidtopics.net/FhfSBpuVU5fE_XfziLlDrA "Now Assist products provide generative AI skills that are tailored to meet the needs of users in different workflows.").
Conversational aspects of the Now Assist panel, such as skill detection, are powered by Now LLM Service.
Let's get started by selecting the Now Assist icon ![Now Assist sparkle icon]() to display the Now Assist panel.![Now Assist panel icon.]()
If a number in a square appears, it indicates how many messages you missed when the Now Assist panel was closed.
Figure 1. Now Assist panel
The Now Assist panel includes:{#now-assist-panel-standard__table_yzf_wkw_hzb__entry__2}
| Item number | Description |
|-|-|
| 1 - Enter modal button | Expands the chat into a 90% screen-size window. |
| 2 - ![Pushpin icon]() | Positions, or pins, the Now Assist panel to the screen. |
| 3 - Display chats button | Displays the Chats window. |
| 4 - Option buttons | Displays the available options. |
| 5 - Copy message button | Copies the Now Assist panel message. |
| 6 - Reply to Now Assist... field | Enter actions. |
| 7 - Now Assist message | Indicates that the answers are generated by AI. |
| Voice Input ![Voice input microphone on Now Assist panel.]() | If Voice Input is activated, select the microphone icon or the keyboard shortcut to use your voice to interact with the Now Assist panel. After you speak, there's a pause while the system transcribes the text and then displays it on the screen. See [Enable voice input for the Now Assist panel](https://servicenow-prod.fluidtopics.net/sdcbfPJORyVpBW9VORYkaQ "Give users the option to use their voice when interacting with the Now Assist panel to make the panel more accessible. Voice input enables you to use the panel without needing to use a keyboard.") for information on enabling Voice Input. See [Next Experience keyboard shortcuts](https://www.servicenow.com/docs/access?context=next-experience-keyboard-shortcuts&version=yokohama&pubname=yokohama-platform-user-interface&ft:locale=en-US) for the Now Assist menu (Voice Input mode) shortcuts for Microsoft and macOS. |
| 8 - Active chats | All active chats display in the Active chats section. in the Active chats section of the Now Assist. You can create additional chats by selecting the + icon in the heading. |
| 9 - Updates | Displays important updates and reminders. |
| 10 - Closed chats | Displays all closed chats. If you select one of the closed chats, you can see that chat's history. |
[ ]
{#now-assist-panel-standard__table_yzf_wkw_hzb}
Now Assist panel is available on Next Experience and ServiceNow Studio. The following screenshots show the Now Assist panel in a workspace and on Core UI screens under Next Experience.
|-|-|
| Next Experience | Core UI |
| | |
[Table 1. Now Assist panel]
{#now-assist-panel-standard__table_smr_n2b_xyb}
## Navigating from the Now Assist panel {#now-assist-panel-standard__section_nwb_h14_2cc}
Navigate from the Now Assist panel without leaving the current conversation by entering a navigation request in the Ask Now Assist to... field. If you enter "navigate me to active incidents," Now Assist displays a button that enables you to view the active incidents.
## Chat summarization {#now-assist-panel-standard__section_tk5_g5c_tyb}
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 Ask Now Assist to 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 [Now Assist skills](https://servicenow-prod.fluidtopics.net/FhfSBpuVU5fE_XfziLlDrA "Now Assist products provide generative AI skills that are tailored to meet the needs of users in different workflows.").
## Case or incident summarization {#now-assist-panel-standard__section_wyk_m3d_wyb}
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 ServiceNow Otto for CSM, ServiceNow Otto for HRSD, or ServiceNow Otto for ITSM:
* For ServiceNow Otto for CSM, select Summarize record or enter summarize a record in the Ask Now Assist to field.
* For ServiceNow Otto for HRSD, select Summarize record or enter summarize a record in the Ask Now Assist to field.
* For ServiceNow Otto for ITSM, select Summarize incident or enter summarize an incident in the Ask Now Assist to field.
{#now-assist-panel-standard__ul_h2z_l4t_wyb}
For more information about the case or incident summarization, see [Now Assist skills](https://servicenow-prod.fluidtopics.net/FhfSBpuVU5fE_XfziLlDrA "Now Assist products provide generative AI skills that are tailored to meet the needs of users in different workflows.").
## Conversation Help {#now-assist-panel-standard__section_afb_zcj_12c}
Get specific and accurate answers to your queries by using the Get Help skill option on the Now Assist panel. This skill is available to everyone entitled to Now Assist capabilities.
For more information about the Now Assist Conversational Help skill which represents as Get Help on the Now Assist panel, see [Now Assist Conversational Help](https://servicenow-prod.fluidtopics.net/kcuZV7BwHRFJxDbR0MHECg "This skill uses Generative AI application capabilities to provide answers to the questions on the Now Assist panel.").
## Resolution notes generation {#now-assist-panel-standard__section_lhz_s3d_wyb}
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 [Now Assist skills](https://servicenow-prod.fluidtopics.net/FhfSBpuVU5fE_XfziLlDrA "Now Assist products provide generative AI skills that are tailored to meet the needs of users in different workflows.").
## Streaming responses {#now-assist-panel-standard__section_mz1_bt2_1fc}
After you enter a question or request on the Now Assist panel, Now Assist gathers information from Knowledge Base articles, external content, product documentation, catalog items, and workflows and combines them into a synthesized, comprehensive answer. Instead of waiting for the
entire message to render, the synthesized response streams in real time and stops streaming after the entire message has been delivered. An animated sparkle icon (![Now Assist sparkle icon]()) appears while the response is generated and changes to the static sparkle icon after the response has fully loaded.