GenAI Observer helps solve the following challenges :
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Customer Readiness: Use queries generated on the customer instance to auto-populate the Customer Readiness Assessment
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Prompt Engineering: AI-driven prompt review with improvement suggestions, scoring, and a revised output.
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Search Relevance: AI-powered KB article scoring, identification of articles needing correction, and automated correction suggestions for user review.
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Summary Quality (Incident and Case): AI-based summary scoring, overall health assessment, and actionable recommendations for improvement.
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Testing: Automate the scoring of case summarization to give feedback to customers reducing the burden on manual testing.
Gen AI Observer is a comprehensive accelerator to boost efficiency and expedite deployment to improve ROI & NPS while keeping the costs low by providing the following capabilities :
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Prompt Engineering: AI-based summary scoring, overall health assessment, and actionable recommendations for improvement.
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Model Evaluation: GenAI Model Evaluation to review your scores and models across multiple records to ensure it scales.
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Monitoring Dashboard: GenAI Observer to continually monitor and improve your Gen Ai summaries over time and get suggestions on how to improve.
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Now Assist Assessment (Summary, AI Search, and ITSM): Use queries generated on the customer instance to auto-populate the Customer Readiness Assessment.
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Thumbs up/down Feedback Automation. To provide improvement recommendations for the AI model.
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KB Hygiene Score and Evaluator: KB article scoring, identification of articles needing correction, and automated correction suggestions for user review.
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Prompt Evaluator (Code and Service Catalog Generation): AI-driven prompt review with improvement suggestions, scoring, and a revised output.
Effort Estimation: Effort Estimation to fix customizations to make Now Assist work
Store app by Work4flow for the customers requiring to extend the Gen AI capabilities for their workflows
It requires a ServiceNow instance that hosts Gen AI capabilities that would help generate and compare costs and metrics.