By integrating powerful generative AI capabilities directly into workflows, ServiceNow Now Assist enhances user productivity and operational efficiency across multiple departments. With advanced features like machine learning and natural language processing, the Now Assist platform facilitates prompt responses and automates digital workflows.
This platform also allows for the customization of AI skills and agents, ensuring that the solution is tailored to specific business needs. This article will explore the key benefits of ServiceNow Now Assist and how you can get started with this powerful tool to transform key business operations.
Understanding ServiceNow Now Assist
ServiceNow Now Assist is an enterprise-grade solution designed to integrate ServiceNow’s generative AI capabilities with the ServiceNow platform for streamlined workflow automation. Its primary goal is to enhance user experience and productivity, making it a cornerstone for organizations aiming to accelerate adoption and drive business value.
At its core, Now Assist leverages advanced machine learning (ML) and natural language processing (NLP) to understand and act on complex human language. This allows it to automatically summarize long case notes, generate responses for customer inquiries, and provide agents with context-aware information. This intelligent automation streamlines digital workflows, helping to resolve issues faster and freeing up employees to focus on more complex, high-value tasks that require critical thinking.
Key Features of Now Assist
Case and Incident Summarization
Now Assist can automatically analyze long text threads, such as case notes or incident histories, and generate concise summaries. This allows agents and managers to quickly understand the core issue and its resolution progress without having to read through extensive details, saving valuable time.
Generative AI Response Creation
The Now Assist tool empowers users to draft high-quality responses to customers and employees instantly. Based on the context of a case or ticket, Now Assist can generate a complete draft of an email or message, which the user can then review, edit, and send, significantly accelerating communication.
Predictive Intelligence
Now Assist leverages machine learning to proactively assist users. For example, as an agent types in a service request, the AI can predict the likely solution, suggest relevant knowledge articles, or recommend similar past cases. This helps resolve issues faster and improves agent efficiency.
Intelligent Workflow Automation
ServiceNow’s AI capabilities can analyze the content of requests and automatically perform key actions. This includes auto-categorizing tickets, routing them to the correct team, or even updating records. This intelligent automation streamlines digital workflows, reduces manual tasks, and accelerates the entire service delivery process.
Customizable AI Agents
ServiceNow allows organizations to customize and train the AI on their own data, processes, and knowledge base. This means the AI isn’t a generic tool; its skills can be tailored to meet the specific needs and language of different departments, from IT and HR to finance and customer service.
How Now Assist Enhances Productivity and Efficiency
At its core, Now Assist is designed to enhance user productivity and efficiency by automating routine and repetitive tasks. This automation leads to significant reductions in operational costs and faster issue resolution. Generative AI capabilities streamline workflows, allowing employees to focus on more strategic tasks rather than mundane ones.
Employees across various departments benefit from these streamlined workflows, which naturally lead to higher productivity. The platform supports hands-free interaction through voice commands, making it more accessible for agents to perform tasks efficiently. This employee self-service feature is particularly beneficial in fast-paced environments where quick and accurate responses are crucial, helping to enhance productivity and automate workflows.
Now Assist also enhances information management, summarizing cases, chats, and incidents, and providing agents with concise and relevant information to address user queries. The enhanced AI search functionalities, powered by AI-generated summaries, ensure that users can find the information they need quickly and efficiently. This improves the overall performance and decision-making capabilities within an organization to support its core applications.
Integrating Now Assist with ServiceNow Products
Integrating Now Assist with other ServiceNow products brings a unified and efficient service experience across departments. Whether it’s HR, IT, or customer service, Now Assist enhances service delivery by providing immediate access to information and support.
In the realm of ITSM (IT Service Management), Now Assist automates ticket handling and improves incident resolution times. This not only boosts efficiency but also enables IT departments to handle customer issues more proactively. Similarly, in Customer Service Management (CSM), Now Assist facilitates quicker case resolution through AI-driven insights, further enhancing customer satisfaction.
Leveraging Generative AI Capabilities in Now Assist
Generative AI capabilities within Now Assist are a game-changer for enterprise operations. One of the primary uses is in code generation for written content creation, such as emails or chat responses, which aids staff in their communication tasks and enhances flow generation. This is particularly useful in HR, IT, and customer service, where timely and accurate communication is paramount.
Additionally, Now Assist significantly improves application development by enabling developers to generate code workflows and automate applications quickly. The ability to leverage AI for creating efficient flows and coding accelerates development processes, reduces errors, and improves overall quality.
Custom generative AI skills can be developed and deployed to fit a specific task within business processes, enhancing personalized customer experiences and user engagement. This customization ensures that Now Assist can be tailored to meet the unique needs of any organization, making it a versatile tool in the digital transformation journey.
The Role of High Quality Data in Now Assist
High-quality data is the lifeblood of any AI system, and Now Assist is no exception. The accuracy and reliability of AI models in Now Assist are directly influenced by the data quality on which they are trained. Ensuring that the data used is clean, relevant, and comprehensive is crucial for optimal performance.
The Now Assist Data Kit plays a vital role in this process, enabling users to create, maintain, and evaluate datasets, which are essential for managing and curating data for AI models. Now Assist delivers real-time insights by synthesizing both structured and unstructured data, ensuring accuracy and actionability.
Custom Skills and AI Agents in Now Assist
The ability to create custom AI skills tailored to business workflows is one of the standout features of Now Assist. Custom skills must be published and activated in the Now Assist Admin Console before use in an AI agent. This allows AI agents to automate responses and actions based on the organization’s specific needs.
Setting up AI agents involves selecting tools from a dropdown in the AI Agent Studio, making the configuration process straightforward. These agents can enhance specific workflows by integrating various tools and skills, thereby optimizing their performance. The ability to customize skill descriptions that are sent to the large language model during runtime further enhances the flexibility and effectiveness of AI agents on their AI journey.
AI agents in Now Assist can engage in multiple conversations simultaneously, which significantly enhances user interaction. Organizations can activate specific generative AI skills that meet their unique requirements by installing relevant plugins from the Admin Console. This level of customization ensures that Now Assist can be tailored to fit the precise needs of any business.
Benefits of Using Now Assist
- Enhanced Productivity and Operational Efficiency: Now Assist automates routine, time-consuming tasks like summarizing cases, drafting emails, and generating reports. This frees up employees to focus on more complex and strategic work, significantly increasing overall productivity and streamlining operations.
- Improved Service Delivery and Resolution Times: By providing real-time, context-aware answers and relevant information, Now Assist empowers service agents to resolve issues faster. This reduces average resolution times, improves first-contact resolution rates, and ultimately leads to higher customer and employee satisfaction.
- Tailored and Personalized Experiences: The platform allows for the customization of AI skills and agents to align with specific business needs. This ensures that the automation is relevant and effective across different departments, such as HR, IT, and Customer Service, providing a more personalized and effective experience for every user.
- Proactive Problem-Solving and Insights: Advanced AI capabilities can predict user needs and proactively suggest solutions or relevant knowledge articles. This helps in preventing issues before they escalate, providing a more proactive support model and reducing the number of service requests over time.
- Significant Cost Reduction: By automating repetitive tasks and improving operational efficiency, Now Assist directly contributes to a reduction in operational costs. This allows organizations to reallocate resources and maximize their return on investment in the ServiceNow platform.
Get Started with Our Experts
Our team at Surety Systems is here to help you ensure project success. We specialize in leveraging the full power of your ServiceNow solutions to streamline workflows, enhance service delivery, and drive significant efficiencies across key organizational units.
From initial strategic planning and seamless module implementation to custom application development and ongoing optimization, our senior-level ServiceNow consultants provide the deep expertise needed to ensure your project delivers tangible results and maximizes your ServiceNow investment.
Contact Us
For more information about our ServiceNow consulting services or to get started on a project with our team, contact us today.
Frequently Asked Questions
What is ServiceNow Now Assist?
ServiceNow Now Assist is an enterprise-grade solution that integrates generative AI capabilities into the ServiceNow platform, aimed at enhancing user experience and productivity.
How can Now Assist be integrated with other ServiceNow products?
Now Assist can be seamlessly integrated with other ServiceNow products such as ITSM and CSM, enhancing service delivery and providing a unified service experience across departments. This integration allows for streamlined processes and improved efficiency.
Why is high-quality data important for Now Assist?
High-quality data is essential for Now Assist as it underpins the accuracy and reliability of AI models, thereby enabling the delivery of relevant and precise insights. Without such data, the effectiveness of the AI would be compromised.
