Now Assist: Revolutionising ServiceNow with Generative AI

ServiceNow, a leading enterprise cloud platform, has taken a significant leap forward with the introduction of Now Assist. Powered by generative AI, Now Assist aims to enhance productivity, improve efficiency, and deliver exceptional customer experiences.

In this blog post, we’ll delve into the capabilities, use cases, and benefits of this groundbreaking feature.

What is Now Assist?

Now Assist is a suite of generative AI features that leverages advanced machine learning models to automate tasks, provide intelligent recommendations, and streamline workflows. By understanding and analysing vast amounts of data, Now Assist empowers users to make informed decisions, accelerate problem-solving, and deliver superior outcomes.

Key Divisions and Features

Now Assist is divided into several distinct divisions, each offering specific functionalities:

1. Platform Skills:

• Conversational Experience: Enables natural language interactions with the platform, allowing users to ask questions and receive relevant information.
• Platform Skills: Provides insights and recommendations based on platform data, such as identifying potential issues or suggesting improvements.
• Scenario: A new employee joins the IT department and struggles to navigate the ServiceNow platform. By using Now Assist’s conversational experience, they can simply ask questions in natural language, such as “How do I create a new incident?” Now Assist would provide step-by-step guidance or direct them to the relevant section of the platform. Additionally, Platform Skills could offer suggestions based on the employee’s role and responsibilities, ensuring they have access to the most relevant information and resources.

2. Workflow Skills:

• Flow Generation: Automatically generates flows based on user input, saving time and effort.
• Flow Recommendations: Suggests components and actions to include in flows, ensuring efficient workflow design.
• Scenario: An IT manager needs to create a complex workflow for incident resolution. Now Assist’s Flow Generation feature can help by automatically generating a basic workflow based on the manager’s input, while the Flow Recommendations feature can suggest additional components or actions to consider. This ensures the workflow is comprehensive and efficient, saving time and effort while improving quality.

3. Task Skills:

• Task Closure Summarisation: Automatically summarises task completion details, providing a concise overview.
• Task Recommendation: Suggests relevant tasks based on user context and priorities. 
• Scenario: An IT technician completes a task but struggles to summarise the resolution steps or provide adequate documentation. Now Assist’s Task Closure Summarization feature can automatically generate a concise summary, capturing key details and making it easier for others to reference. Additionally, Task Recommendation can suggest related tasks or knowledge articles, helping the technician stay organized and efficient.

4. Content Skills:

• Gen AI Docs: Generates documentation and reports based on available data, streamlining content creation.
• Feedback and Multi-Feedback Summarization: Summarizes feedback and identifies common themes, facilitating analysis and improvement. 
• Scenario: A knowledge base manager needs to create a comprehensive user manual for a new software application. Now Assist’s Gen AI Docs feature can help by generating documentation based on available data, such as technical specifications and user feedback. The Feedback and Multi-Feedback Summarization features can analyze customer feedback to identify common issues or areas for improvement, ensuring the documentation is accurate and helpful.

Use Cases and Applications

Now Assist has a wide range of applications across various industries and departments. Some common use cases include:

IT Service Management (ITSM): Automating incident resolution, accelerating problem diagnosis, and improving knowledge base management. An IT help desk receives a high volume of incident tickets, leading to long wait times. Now Assist can automate routine tasks like incident classification and assignment, freeing up agents to focus on complex issues. Additionally, intelligent recommendations based on historical data can help agents resolve incidents more efficiently and accurately.

Human Resources (HR): Streamlining recruitment processes, automating onboarding tasks, and providing intelligent HR analytics. An HR department struggles to keep track of employee onboarding tasks. Now Assist can automate onboarding processes, such as sending welcome emails and scheduling orientation sessions. It can also provide reminders and alerts to ensure all tasks are completed on time and in compliance with regulations.

Customer Service: Enhancing customer satisfaction through personalized interactions, automated case routing, and knowledge-based recommendations. A customer service team receives a high volume of inquiries. Now Assist can provide intelligent search capabilities, allowing agents to find information quickly. Additionally, it can suggest relevant articles or FAQs based on the customer’s query, providing a more personalized and efficient experience.

Field Service Management: Optimizing dispatching, improving technician efficiency, and streamlining work order management. A field service organization struggles to optimize technician dispatching. Now Assist can analyze historical data to identify patterns and trends in service requests, allowing for more efficient dispatching. It can also provide real-time updates on technician locations and job status, ensuring service calls are addressed promptly and efficiently.

Software Development: Automating code generation, improving code quality, and accelerating development cycles. A software development team struggles to maintain code quality. Now Assist can help by automating code reviews, identifying potential issues, and suggesting improvements. Additionally, it can generate code snippets or templates based on common patterns, helping developers write cleaner and more efficient code.

Benefits of Now Assist

Implementing Now Assist can deliver significant benefits to organizations, including:

• Increased Productivity: Automation of routine tasks and intelligent recommendations save time and effort.
• Improved Efficiency: Streamlined workflows and optimized processes lead to higher efficiency and faster turnaround times.
• Enhanced Customer Experience: Personalized interactions and faster resolution times contribute to greater customer satisfaction.
• Data-Driven Decision Making: Access to valuable insights and analytics enables informed decision-making.
• Reduced Costs: Automation and optimization can lead to cost savings and improved resource utilization.

Conclusion

Now Assist represents a major advancement in the capabilities of the ServiceNow platform. By leveraging the power of generative AI, it empowers organizations to automate tasks, improve efficiency, and deliver exceptional outcomes. As AI continues to evolve, Now Assist is poised to become an indispensable tool for businesses seeking to stay ahead of the curve.