0
5.3.5
Australia Patch 6, Australia Patch 5, Australia Patch 4, Australia Patch 3, Australia Patch 2, Australia Patch 1, Australia, Zurich Patch 12, Zurich Patch 11, Zurich Patch 10, Zurich Patch 9, Zurich Patch 8, 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
Generative AI
AI 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 (ServiceNow Otto for Virtual Agent & ServiceNow Otto panel). This dashboard is accessible from the Analytics tab in Assistant Designer.
- AI Analytics dashboard – Track usage and adoption, performance of generative AI skills, AI Guardian, ServiceNow Otto context menu, and AI search. Accessible from the Performance tab in AI Admin Hub.
- Monitor usage, performance, and value of AI features, skills, and capabilities offered as part of ServiceNow Otto products implemented and activated. You can view the dashboard from the Performance tab in the AI Admin Hub.
- AI 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 ServiceNow Otto products.
- ServiceNow Otto 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 (ServiceNow Otto for Virtual Agent and ServiceNow Otto panel) conversations via Assistant analytics.
New
- Assist consumption analytics: Monitor entitlement health, consumption trends, and top-consuming AI assets from a consolidated analytics view.
- Enhanced performance analytics: Analyse skills, assistants, and agents through overview dashboards and detailed performance views with advanced filtering and date selection.
- Skill analytics enhancements: Filter skills by type and product, and access detailed usage, adoption, feedback, and AI Guardian insights.
- Agent analytics: View agent performance metrics, drill into individual agent details, and track AI resolution rates.
- Voice analytics insights: Analyse intent performance, resolution outcomes, guest authentication trends, tool execution trends, and CSAT trends.
Changed
- Performance Explorer renamed to Performance across analytics experiences.
- Resolution metrics updated to provide intent-based session outcomes and improved visibility into AI and live-agent resolution results.
- Voice analytics overview redesigned with key call outcome metrics surfaced prominently and additional trend visualisations.
- Analytics dashboards refreshed with updated layouts, filtering, navigation, and reporting experiences for greater consistency and usability.
Fixed
- None.
Removed
- Legacy Voice Assistant overview metrics removed, including several older conversation, transfer, CSAT, handle-duration, and trend-based visualisations that have been replaced by the new analytics experience.
Not applicable for this application version.
- Required plugins and products
- Generative AI Controller (automatically installed with any ServiceNow Otto product)
- ServiceNow Otto for Virtual Agent