AI Agent:

Prebuilt ITSM AI Agent collection to help agents triage and work incidents and changes.

For Employees:

Now Assist Virtual Agent integrated with Slack
Enable your requestors to interact with the Now Assist Virtual Agent while remaining in Slack.

For Agents

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 and email reply recommendations. Agents can also get email template and content edit recommendations.
Enable agents with recommended replies and answers to common questions to enable faster time to resolution.
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.