Phoebe is NewRocket’s ITSM front door that intercepts requests, resolves routine issues, and orchestrates escalations—all within ServiceNow.
Powered by AI Agent Studio, Virtual Agent Designer, and AI Agents, Phoebe runs autonomously on triggers and events to deflect incidents, pre-fill tickets with context, and continuously learn by converting resolutions into knowledge with Elara
• Diagnoses step by step from your own knowledge articles and cites the source, resolving in chat rather than raising a ticket.
• Every escalated ticket carries the full handoff: steps tried, the user's words, what's ruled out. L2 never repeats L1.
• Request policy is checked before any catalog item is offered; nothing is submitted without confirmation.
• Recommends a next action on every new incident, grounded in prior resolved cases.
• Users see and comment on only their own tickets.
Version 1.1.5
NEW AND IMPROVED
• Improved conversational experience. Phoebe responds to what the user
actually said rather than following a fixed script, never repeats a
question, gives one step at a time with the reason for it, and says
plainly what it can and cannot promise.
• Knowledge sources shown. Where an answer comes from a knowledge
article, that article is displayed with the answer.
• Structured L1 to L2 handoff. Every incident now carries a consistent
record: each step attempted, the user's own words on the outcome,
what has been ruled out, and the current state.
• Learns from prior fixes. Comparable resolved incidents are used as
evidence when diagnosing, and re-checked once the specific symptom
is known.
• Managed-device awareness. Guidance is limited to actions a standard
user can perform. Anything requiring elevated rights is identified
as IT work and raised instead.
• Policy-first service requests. The applicable policy is checked and
explained before any catalog item is offered, and nothing is
submitted without explicit confirmation.
• Next Best Action improvements. Retrieved records must clear a
similarity threshold and be confirmed as genuinely relevant before
they influence a recommendation. Customer-facing comments are
limited to steps the reporter can safely perform themselves.
-
Now Assist for IT Service Management (ITSM)
Plugin name: sn_itsm_gen_ai
Minimum version: 12.0.6
-
Now Assist AI Agents
Plugin name: sn_aia
Minimum version: 6.0.23
Provides core agentic reasoning, orchestration, and execution capabilities.
-
Now Assist Skill Kit
Plugin name: sn_skill_builder
Minimum version: 7.0.10
Enables creation and management of reusable agent skills.