The Ticket Status AI agent enables you to view your open tickets, check the status of tickets, and add comments through Now Assist in Virtual Agent. You can perform any other ticket tasks configured by your administrator in the Standard Ticket configuration, such as reopening an incident. You don't need to navigate to a specific page to view your tickets. The AI agent can ask follow-up questions and offer context-aware responses to simplify your experience. The tools and triggers that are associated with the Ticket Status AI agent are provided by Now Assist applications. You can activate the AI agent by making triggers active and setting the display settings to include Now Assist in Virtual Agent. If you want to change this AI agent's instructions, you must duplicate it, adjust the settings to suit your specific needs, and activate the duplicated version of the AI agent instead.
The Approval Assistance AI agent streamlines and speeds up the approvals. It gathers and summarizes approval request details, analyzes compliance against company policies and knowledge base criteria, uses knowledge graph insights, and generates transparent checklists showing what is and is not met for approval. With the human in the loop, the agent empowers Approvers to make faster, more informed, and confident approval decisions.
The Ticket Status AI agent assists users in tracking and managing their incidents, tickets submitted through the ServiceNow platform.
- The AI agent fetches all open requests.
- The AI agent checks the status of a ticket and provides accurate details of user's open requests.
- The AI agent allows users to add comments.
- It provides users with a list of available ticket actions (such as resolve, close, reopen etc.) as configured by the administrator in the ticket configurations.
- Works in ServiceNow Portals and Microsoft Teams.
The Approval Assistance AI agent assists users in approving REQ and RITM requests using Now Assist Virtual Agent
- Automatically fetches and presents approval record details for quick context.
- Fetches relevant user information, such as location or role, using the Knowledge Graph.
- Analyzes applicable knowledge base (KB) articles to evaluate if the request meets the company policies and/or predefined approval criteria.
- Generates checklist to show if the request meets the approval criteria.
- Perform actions to approve/reject the request
The new Approval Assistance AI agent streamlines portal approvals by enabling faster decisions while ensuring compliance with company policies:
- Context at a glance - automatically fetches and presents approval record details, giving approvers quick context without manual digging.
- Relevant user insights - fetches user information such as role, location, and other relevant information from the Knowledge Graph that a manager may need for approval.
- Policy & criteria validation - analyzes relevant KB articles to verify whether the request complies with predefined approval criteria and company policies.
- Transparent Checklists - generates a checklist showing which company policies and criteria are met and not met, ensuring clarity and trust
- Seamless Actions in VA - enables managers to quickly approve or reject requests directly by entering actions in the Now Assist Virtual Agent.
To access the Ticket Status AI agent and Approver Assistance AI agent, you must have Now Assist for Requester installed on your instance, which you can get if you install any other Now Assist application, such as Now Assist for IT Service Management (ITSM).