0
8.0.0
Yokohama Patch 1, Yokohama, 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 in the Yokohama Patch 1 release
- Using IT Service Management AI agent collection
- Use IT Service Management AI agent collection to boost productivity, and autonomously resolve business tasks.
Table 1. Available AI agents use cases AI agent use case Description Generate post incident reviews Enhance IT productivity during major incidents by minimizing the time required to generate post-incident reviews using AI agents. This process helps improve communication and avoid outages. Generate change request plans Enhance IT productivity and help decrease the time to schedule change and manage change risk using AI agents. These AI agents can look up similar changes, generate implementation, back out, and test plans to manage change effectively. Categorize incidents Autonomously recommend incident categorization using AI agents. The AI agent assigns a category, subcategory, and a configuration item (CI) to incidents based on the incident description. The assigned CI is also based on callers associated with that item. Notify users with Twilio Send text messages via SMS to recipients manually using AI agents to help improve the time required for subject matter expert response.
Changed - N/A
Fixed -N/A
Removed -N/A
- Required plugins and products:
- Now Assist for Platform (7.1.2)
- ITSM Virtual Agent Conversations (9.2.3)
- Recommended Actions for ITSM (2.1.0)
- AI Agents for IT Service Management (1.0.5)
- If using Service Operations Workspace:
- Service Operations Workspace (7.0.0)