This AI Agent boosts ITSM efficiency by automatically generating knowledge articles from task records, summarizing attachments using Google Gemini, and enhancing article quality with insights from real ticket data. Keep your knowledge base accurate, relevant, and AI-optimized—directly within ServiceNow.
- AI-Powered KB Article Generation
Automatically generate knowledge articles from task records (Incidents, Requests, Changes, Problems) using AI-driven content synthesis.
- Intelligent Attachment Summarization
Leverage Google Gemini to summarize complex attachments (e.g., logs, PDFs, documents) and include relevant insights in the article.
- Duplicate Article Detection
Prevent redundancy by identifying and alerting users about existing related knowledge articles.
- User Feedback Loop for Article Refinement
Enable iterative content refinement based on user feedback before publishing to the knowledge base.
- Automated Quality & Relevance Checks
Analyze existing KB articles for grammar, spelling, technical clarity, and structure using AI.
- Real-Time Ticket Usage Analysis
Retrieve and analyze tickets linked to a KB article to assess its effectiveness and completeness.
- Dynamic Article Enhancement
Compare resolution steps across tickets and automatically update KB articles with missing or improved steps.
- Permission-Aware Workflows
Ensure only authorized users can generate, edit, or publish knowledge articles.
- Seamless ServiceNow Integration
Fully embedded within the ServiceNow platform, supporting native workflows and knowledge base configurations.
- Supports Multiple Knowledge Bases
Allows users to select from writable knowledge bases for targeted publishing.
AI Agent for KB Creation and Refinement – Release Notes
Version: 1.0.0
Overview
This is the first official release of the Attachment Summarizer AI Agent, designed to enhance incident management in ServiceNow by automating attachment summarization and resolution recommendation using Google Gemini.
Initial Release Highlights
This AI Agent introduces two powerful agentic workflows designed to automate and enhance knowledge management within ServiceNow:
KB Article Generator from Task Records
1.Automatically generates KB articles from Incidents, Requests, Changes, and Problems.
2.Summarizes attachments using Google Gemini for enriched article content.
3.Detect existing related articles to prevent duplication.
4.Supports user feedback for iterative content refinement.
5.Publishes to user-selected writable knowledge bases.
KB Article Quality & Relevance Checker
1.Performs grammar and spell checks on existing KB articles.
2.Provides definitions for technical terms and assigns a quality score.
3.Analyzes tickets linked to the article to assess relevance and completeness.
4.Updates KB articles with missing or improved resolution steps.
Security & Access
1.Role-based access control ensures only authorized users can create or modify KB articles.
Integration & Compatibility
1.Seamless integration with ServiceNow Knowledge Management and ITSM modules.
2.Compatible with Google Gemini for AI summarization.
3.Supports multiple knowledge bases and task types.
o Plugins required:
- Now Assist AI Agents [sn_aia]
- Now Assist for ITSM [sn_itsm_gen_ai]
- Now Assist in Knowledge Management [sn_km_gen_ai]
o Subscription to Now Assist license (Pro Plus/Enterprise Plus).
o AI Search must be active in your instance before any Now Assist based Apps installation. To check if you have AI Search active, navigate to https://<instance_name>.service-now.com/ais_status.do. Otherwise, please refer to this article to enable AI Search.
o Access to Google Gemini API (valid API key and quota)