--- 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 --- # Now Assist value insights # Now Assist value insights {#ariaid-title1} Release version: Yokohama Updated February 7, 2025 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 5 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) 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 Now Assist value insights The Now Assist value insights dashboard provides ServiceNow customers with measurable data on productivity improvements gained from using Now Assist skills. It quantifies estimated time savings in two key areas: writing and reading efficiency. These insights help organizations understand the impact of Now Assist features on operational productivity by tracking time saved through automation and AI-generated content. Show full answer Show less ## Estimated Writing Time Saved This metric estimates the time saved by users when Now Assist generates content such as Knowledge Base articles, resolution notes, and incident or case creation from chat summarization. The calculation divides the word count of AI-generated text by an industry-average write rate of 40 words per minute, giving an estimated writing time saved in minutes. Customers can customize this write rate via a system property (`snnaanalytics.wts.rate`) to better fit their environment. The dashboard presents key indicators including: * Total writing time saved using Now Assist skills * Average writing time saved per record, reflecting productivity at the task level * Average writing time saved per user, showing individual user productivity gains * Total number of AI-generated content instances contributing to time saved * Average daily unique records where content generation occurred * Trend charts illustrating changes in average writing time saved per record and per user over time ## Estimated Reading Time Saved This metric estimates the time saved by users when Now Assist summarizes records such as incidents, cases, and change requests, as well as chat interactions. It calculates reading time saved by comparing the word count of the full record contents with the AI-generated summary, divided by an industry-average read rate of 240 words per minute. Customers can adjust this read rate using the system property (`snnaanalytics.rts.rate`). The dashboard indicators include: * Total reading time saved through AI-generated summaries * Average reading time saved per record, indicating task-level reading efficiency * Average reading time saved per user, reflecting individual user productivity improvements * Total number of summaries generated contributing to time saved * Average daily unique records summarized * Trend charts showing average reading time saved per record and per user over time ## Practical Application for ServiceNow Customers By leveraging the Now Assist value insights dashboard, customers can quantitatively assess how Now Assist skills enhance writing and reading efficiency within their ServiceNow environment. The ability to filter data by date, product, and skill allows targeted analysis. Customizable system properties enable alignment of time-saving estimations with organizational standards. These insights support informed decision-making around adoption, optimization, and ROI evaluation of Now Assist capabilities. 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 [AI Analytics dashboard indicator details](https://servicenow-prod.fluidtopics.net/10BIescpPu5ytmjzKnX~gQ "Indicator details help you understand the data and calculations behind an indicator that is presented in the form of a visualization on the dashboard.") for information on the data and calculations behind each indicator. ## Estimated writing time saved indicators {#now-assist-value-insights__section_pq1_hmq_k2c} 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](https://www.servicenow.com/docs/access?context=t_AddAPropertyUsingSysPropsList&version=yokohama&pubname=yokohama-platform-administration&ft:locale=en-US). Figure 1. 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. {#now-assist-value-insights__ul_hlr_ppq_k2c} 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 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 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 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 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 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 ## Estimated Reading Time Saved {#now-assist-value-insights__section_oy3_3mq_k2c} 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](https://www.servicenow.com/docs/access?context=t_AddAPropertyUsingSysPropsList&version=yokohama&pubname=yokohama-platform-administration&ft:locale=en-US). Figure 8. 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. {#now-assist-value-insights__ul_yn3_wgr_k2c} 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 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 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 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 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 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