5 Ways to Boost Productivity with Now Assist

Now Assist uses generative AI to enhance user productivity and efficiency through conversation and proactive experiences across a range of ServiceNow workflows.

In this webinar, Nicolas Delaby and I discussed five ways to make the most of Now Assist on the Xanadu release.

Here's a summary of the features we discussed.

1. Case/incident summarization

Service desk agents can quickly get up to speed on the details of a case or incident from a summarization generated by Now Assist. By reading the AI-generated case or incident summary, save themselves time and save their requester from having to repeat the same information they have already provided.

Case/incident summarization is available for IT Service Management (ITSM), Human Resource Service Delivery (HRSD), and Customer Service Management (CSM) workflows. New features in Xanadu include change request summarizations in ITSM, and the ability to generate security incident summarization and resolution notes within the Security Operations workflow.

2. Knowledge base article generation

Now Assist can be used in Knowledge Management workflows to generate a new knowledge article for a case or incident via the Now Assist panel, classic environment, or the respective configurable workspace.

Across ITSM, HRSD and CSM, agents can use these articles to propose quicker resolutions to customers.

3. Agent chat reply recommendations

The chat reply recommendation skill displays a pop-up window that an agent can use to generate a recommendation with Write with Now Assist, and then review it before sending it as a reply.

Chat reply is available in Xanadu for ITSM, HRSD, and CSM, enabling the generation of replies based on the context of the chat conversation. The recommended replies can help provide agents with quick replies to common questions.

4. Code generation

Code generation is designed to empower developers to write scripts quickly with AI-generated code based on text or code prompts and can improve time to value for applications.

Now Assist for Creator activates the code generation skill. With code generation, you provide text describing the code to generate and get code suggestions in the JavaScript editor on forms in the Now Platform and in Script steps in Workflow Studio.

Developers with varying levels of experience in scripting on the Now Platform can benefit from using code generation to get started writing custom scripts or iterate on scripts more efficiently.

5. App creation

App generation enables developers to kickstart application building through conversation.
The app generation skill lets your developers begin creating applications through a natural conversation with generative AI.

They can describe their business process and engage in a back-and-forth conversation with Now Assist to develop an application for your organization. With this feature, your organization can expedite the initial development of a basic app that can then be customized.

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Further reading

These are just a small sample of the many new and enhanced Now Assist capabilities available with the Xanadu release.

For more information and a full list of gen AI skills available on the latest release, visit the ServiceNow Community or review ServiceNow’s product documentation.

You can download a PDF version of this content from my friends and colleges at N2 Help & Solutions.