0
12.2.7
Australia Patch 2, Australia Patch 1, Australia, Zurich Patch 9, Zurich Patch 8, Zurich Patch 7, Zurich Patch 4, Zurich Patch 2, Zurich Patch 1, Zurich, Yokohama Patch 11, Yokohama Patch 8, Yokohama Patch 6, Yokohama Patch 3, Yokohama Patch 1, Yokohama, Xanadu Patch 10, Xanadu Patch 9, Xanadu Patch 7, Xanadu Patch 6, Xanadu Patch 3, Xanadu Patch 1, Xanadu
Generative AI
This is a private application that enables platform capabilities to support:
- GenAI features for applications
- Common Agentic workflows and AI agents
This app includes the following:
- Generative AI Capabilities
- Record summarization
- AI-generated record resolution notes
- Email reply recommendations
- Email mass communication management
- AI-generated Sentiment Analysis capabilities
- AI-generated responses for Activities (comments and worknotes)
- Corresponding definition configurations, and prompts
- Agentic workflows:
- Classify tasks
- Generate resolution plans (erstwhile Resolve requests)
- Generate my work plan
- Process images for tasks
- Task trends analysis
- Investigate IT problems
- Continuous service improvements
- Propose survey responses
- Help optimize team productivity
- Process emails for tasks
- AI agents:
- Record management AI agent
- Email action and information AI agent
- Record field value prediction AI agent
- Next action recommendation AI agent
- Web research and recommendation AI agent
- User details AI agent
- Issue readiness AI agent
- Image processer agent
- Work prioritization AI agent
- Work planning AI agent
- Resolution action AI agent
- New
- Analyze Task Trends agentic workflow enhancements
- Improved actionable recommendations from the trend analysis
- Ability to configure input fields for different tables, e.g. incidents.
- Generate Resolution Plan workflow enhancements
- New option to run the workflow in fully autonomous mode
- Includes steps like proposing resolution steps to decomposition of steps into child tasks (if applicable).
- Sentiment Analysis capability enhancements
- Ability to clone and edit sentiment skill in NASK to support extended tables functionality.
- Record Summarization capability enhancements
- New configuration to include AI activity like AI Specialists notes in summarization output
- Analyze Task Trends agentic workflow enhancements
- Fixed
- Additional input fields configuration for child/copied skills are now injected into the LLM prompt for Resolution Notes Generation skills.
- Honor "Select display" role for visibility of AI Sparkle icon for Email Reply Recommendation skills.
- Addressed issue of non-citation of KB data for Email Reply Recommendations in spite of data being present.
- Addressed assets getting loaded when Record summarization skills are disabled.
- Provided an option to disable post analysis actions via skill config varset for Identify Ways to Improve Service agentic workflow.
- Addressed multi-lingual issues with Record Field Value Prediction AI Agent for Brazilian and Portugese languages for Gemini 2.5.
- Removed
- Stepper component for in-product experience (replaced by new interactive experience).
- Required plugins and products
- Requires Gen AI Controller 13.0.0 app
- Dependencies
- sn_generative_ai:13.0.0
- Properties that need to be created or set to activate the content pack
- None
- Affected business rules
- None
- Affected script includes
- None
- .jar files that need to get uploaded, if applicable
- N/A