0
9.0.3
Yokohama Patch 3, Yokohama Patch 1, Yokohama, Xanadu Patch 9, Xanadu Patch 7, Xanadu Patch 6, Xanadu Patch 3, Xanadu Patch 1, Xanadu, Washington DC Patch 4, Washington DC Patch 3, Washington DC, Vancouver Patch 7
Now Assist for ITSM is our generative AI-powered application that enhances our existing industry-leading AI capabilities – which in combination, elevate the employee experience and accelerate productivity within IT to the next level. With Now Assist for ITSM, increase requestor self-service, reduce mean-time-to-resolution (MTTR) for agents, and lower total cost of ownership while redefining exceptional user experiences.
- Prebuilt ITSM AI Agent collection
- Now Assist Virtual Agent integrated with Slack
- Enable your requestors to interact with the Now Assist Virtual Agent while remaining in Slack.
- Knowledge creation from a group of similar incidents
- Enable agents, domain SMEs, and knowledge managers to generate a knowledge article from a group of similar incidents to lower the overhead of managing multiple knowledge articles, craft higher quality knowledge articles, and enable more effective self-service.
- AI Search integrated with Recommended Actions in Service Operations Workspace
- Enable agents to search across knowledge articles, incidents, changes, etc. to triage the task at-hand within Service Operations Workspace.
- Change request summarization
- Enable developers, change managers, and everyone in the change ecosystem to assess and understand the risk, impact, approval criteria, and back-out plan(s) associated to a change.
- Task Intelligence for similar incidents in Service Operations Workspace
- Enable admins to train, fine-tune, deploy, and monitor ML solutions with agility.
- Live agent chat reply recommendations
- Enable agents with recommended replies and answers to common questions to enable faster time to resolution.
- Email reply recommendations
- Enable agents with recommendations for email responses. Agents can also get email template and content edit recommendations.
- Sidebar chat summarization
- Enrich the quality of information documented in incident, change, and other task records to generate effective resolution notes and knowledge articles by automatically summarizing and posting sidebar chat summaries to records. Supported in both coreUI (with Next Experience enabled) and Service Operations Workspace.
New - N/A
Changed -N/A
Fixed - Change risk cosmetic and NowLLM issues
Removed -N/A
- Required plugins and products:
- Now Assist for Platform (8.0.0)
- ITSM Virtual Agent Conversations (9.2.4)
- Recommended Actions for ITSM (3.0.0)
- IT Service Management AI agent collection (2.0.6)
- If using Service Operations Workspace:
- Service Operations Workspace (7.1.0)