0
4.0.2
Australia, Zurich Patch 7, Zurich Patch 5, 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 9, Xanadu Patch 4, Xanadu Patch 3
Generative AI
Now Assist Analytics is a unified analytics experience that provides visibility into the performance and adoption of AI-powered capabilities implemented and activated across your ServiceNow instance. The application consolidates two purpose-built dashboards:
- Assistant Analytics – Monitor assistant performance, user adoption & engagement, sentiment (inferred CSAT, effort score, etc,), and self-solve (deflection related) performance across assistants and channels (Now Assist in Virtual Agent & Now Assist panel). This dashboard is accessible from the Analytics tab in Assistant Designer.
- Now Assist Analytics Dashboard – Track usage and adoption, performance of generative AI skills, Now Assist Guardian, context menu, and AI search. Accessible from the Performance tab in Now Assist Admin console.
- Monitor usage, performance, and value of Now Assist features, skills, and capabilities offered under the Now Assist products implemented and activated. You can view the dashboard from the Performance tab in the Now Assist Admin console.
- Now Assist Analytics data framework provides a consistent data source and pipeline to build eventing from various tables needed for the calculation of self-service metrics. These can then in turn feed indicators within Platform Analytics, as well as modify any future out-of-the-box dashboards provided for Now Assist.
- Now Assist products and workflow tables can be leveraged as analytics data sources and prebuilt indicators.
- Monitor usage, adoption and engagement, sentiment, self-solve performance, and assist consumption for assistants (Now Assist in Virtual Agent and Now Assist panel) conversations via Assistant analytics.
- New
- Dashboard Library in the Related Dashboards page of Assistant Designer analytics enables you to add and manage out-of-the-box and custom dashboards in one place. You can also pin favorite dashboards for quick access.
- Drill down from the Self-Solve Performance page to view and filter detailed deflection records linked to specific conversations, with log retention extended from 7 to 60 days.
- Filter voice analytics by channel (phone or mobile app) and language. New metrics include voice agent usage, tool execution times, response latency, and immediate live agent transfers.
- Changed
- Fixed
- Removed
- Required plugins and products
- Generative AI Controller (automatically installed with Now Assist)
- Now Assist in Virtual Agent