0
1.0.1
Yokohama Patch 3
- Now Assist Agents for requestor plugin is installed with Now Assist for Platform.
- This release introduces Requestor AI agent capabilities within the Now Assist in Virtual Agent, to provide a chat experience, enabling intelligent handling of a wide range of end-user natural language queries on ServiceNow portals and Microsoft Teams.
- Requestor AI agent is purpose-built to address requestor needs and is equipped with tasks and tools and perform searches across data within the ServiceNow environment to deliver accurate, context-aware responses and streamline, simplify the end-user self-service experiences
- The "Now Assist Agents for Requestor" in Now Assist Platform is a LLM based VA feature that contains AI agent that provides more natural, human-like intelligent interactions to requestors; thereby enhancing self-service experiences.
- Requestor AI agent can understand end-user questions, handles incomplete questions by asking follow-up questions, and uses LLM to craft and provide accurate natural language like, context-aware responses; it can identify user's intent and perform right action (check ticket status, approve request, create incident etc.), maintain context across multiple exchanges, and engage in follow-up questions to complete a task.
- Works in ServiceNow Portals and Microsoft Teams.
Introducing the requestor AI agent capability that significantly improves the self-service experience of end-users looking to check status and interact on their requests.
- Natural Language Understanding with LLM Support - Easily handles diverse end-user queries related to request status, even when they don't remember specific request details.
- Fetch All Open Requests - If the end-user is unsure about the request name or number, the agent can retrieve and display a list of all their open incidents and requests.
- Instant Status Updates - End-users can ask questions like “What is the status of my laptop request?” or “What is the status of my most request request?” and receive accurate, conversational responses powered by AI.
- Add Comments to Requests - End-users can directly add comments to any of their open incidents without needing to navigate through complex pages.
Benefits:
- Eliminates the need to use the standard “My Requests” or ticket pages, they can access this information directly from within Now Assist in Virtual Agent.
- Reduces friction with multi-click navigation across pages to get to the information.
- Improves accuracy and flexibility over traditional NLU-based topics.
- Provides a more intuitive and conversational support experience across ServiceNow portals and Microsoft Teams.
This installs Now Assist Agents for requester ver 1.0.1.