okay nice to sticks for that introduction uh good morning good afternoon and good evening uh thanks for joining uh today's live on service now uh webinar on how to maximize now assist capabilities within Microsoft teams uh I'm going to add into the chat here right at the beginning how to access this uh session uh it'll be this session will be posted uh to the page I just added into the chat before we get going let's take a moment to please review our Safe Harbor notice on forward-looking statements it just goes to uh indicate that anything we might talk about today that is not currently generally available from a feature perspective represents a plan and not a promise and should not be used to make a purchasing decision today's session is a part of live on service now a curated event series to connect you with service now agents and peers that can help you to deploy your products and Achieve value faster we hope you'll join us again at webinar or 360 exchange event you can see the schedule by scanning the QR code uh scanning the QR code or using this link that has just been dropped in the chat couple house uh keeping items um we saved time at the end for Q&A but along the way please Leverage The Q&A button within Zoom to ask any questions you might have our presentation as I indicated earlier will be recorded I've shared that link we'll share it again later and after the event please uh fill out a the survey that'll pop up once you close the the zoom session uh fill out this short survey we'd really appreciate your feedback also remember that if you want to talk to us in more depth about the now assist roadmap you can join a conversation with us please put in your email address and indicate you'd like to join a roadmap session in that post event survey we'll give you another reminder again as well um in terms of speakers today uh I'll been speak speaking I'll go ahead and introduce myself first I'm the guy on the left my name is Jeff Fox I'm a product manager here at service now and I've been with the company for just over two and a half years just about two and a half years been focused within it service management uh really on our uh integration with Microsoft during that time starting to work now on now assist so I'm very excited to chat with customers about how to how our Solutions work and how to get value from our solution so I'm really excited to be here today and I'm thrilled to be joined by my esteem colleague ASF o you want to do quick intro thanks Jee I'm so excited to be here guys um and look my name is Austin Su product manager for itsm focusing on our analysis capabilities I'm also really deep on the Microsoft teams integration as well so I think this is going to be a really fun session and Jeff and I have been putting our heads together on how we can make a very uh very informative presentation but again we we are doing this for you so please ask questions if there's anything you want to learn more about or if you want to stop and talk about something let us know and we'll do our best to accommodate we have an awesome agenda in front of you so um we do want to get through all of it but if there's anything if you have a burning question please please tell us about it we want we want to know thanks atin okay let's uh Dive Right In okay so I'm gonna go ahead Jeff are you gonna kick off I was just gonna Dive Right into this uh go for it okay uh when we talk about using it service management generative Ai and the Microsoft integration we want to really understand the problems that we're addressing uh after talking with multiple customers one common theme has popped up and and that is that organizations are pressed to provide both better experiences and more efficiency almost all of these considers customers consider this a mission critical critical objective and it's easy to understand why our customers are wanting this after you drill into the details customers are struggling to keep up with demand for self-service content uh the content they have is good and it works however employees want more furthermore they want it to be more engaging so let's take a look at a common workflow and better understand the pain points associated with it one common problem with self-service Solutions is that the content required for it to work does not always exist furthermore the process of creating more content has inefficiencies let's dive deeper when the content doesn't exist requesters May opt to get connected with a live agent and that leads to a second problem reading chat transcripts can be hard and time-consuming an agent might need to scroll through and read each line to get the full story and it's not an easy task especially when you're under time pressure once agents get up to speed they're pressed to find answers and again the answers might not be documented in their system search can leave an agent empty-handed and force to hand off to a tier 2 agent and this may have and this would increase the cost of triaging a ticket substantially and the transfer is not always smooth and it's not intuitive because it's not intuitive to document what you've attempted before handing off in all uh all the time agents uh are not always thinking about what another agent might need to work efficiently it's not always intuitive for them to do that and so finally the benefits of documenting the solution are not always obvious to that tier 2 agent it prevents preventing similar incidents is not always top of mind what is always top of mind is for them to get back to their core responsibilities such as meeting a project deadline the result is that they might populate an incident with meaningless notes like done or resolved and they can choose to report a knowledge-based gap but it might become might be impossible for the KB writer because the incident wouldn't have sufficient details now let's contrast that with uh the same workflow using nysis for itsm and the Microsoft integration same problem no self-service but this time the agent receives a summary to review making for an efficient and effective handoff without scroll rrolling and reading every line the agent can get up and running fast and when they hand off to a tier two agent we ensure that it's as smooth as possible by summarizing transcripts and work notes when they reassign the ticket and when the tier 2 agent resolves we help them generate meaningful resolution notes which can support KB generation Safe Harbor notice automated KB generation is coming soon uh these assets can then be made available back to tier one agents to help resolve cases faster and made available to request through self-service so now assist for itm helps you to shift left by allowing agents and employees to be more efficient and effective and it generates the self-support capability now assist for itm coupled with service now uh Microsoft teams integration helps technology business and functional leaders like you meet goals by helping employees agents and service owners work more efficiently and adhere to best practice IES by like reading transcripts and documenting notes and gone are the days of the employees searching for Snippets of knowledge in an article today with Now assistant itsm they are delivered answers not just search results and for agents they can get up to speed faster many times that means quickly picking up where the last agent left off and so service owners can resolve outages Faster by getting to the root cause faster furthermore they're assisted with post incident reviews and Communications so when generative I AI took the World by storm we immediately started thinking about use cases and what we landed on was that all of our applications and workflows stand to benefit from this technology and so we immediately set out to weave this capability seemlessly into the fabric of the platform and our approach to weaving generative AI into the platform is really inspiring It's a combination of our expertise applications and workflows and our mindset of having our customers come first so for expertise we've been on the bleeding edge of itsm and artificial intelligence for a long time the reason for that is because we have a deep understanding of our customers problems with that understanding comes our applications and workflows including the integration with Microsoft these have been built over time and stand to benefit the most by generative AI they are prime for Gen to be infused into them finally it's our customer first approach when we build product it's for you our internal processes and feature development demand that we build based on customer requirements so the approach that we that I just outlined uh yielded analysis for itsm it offers efficiency and experience without compromise analysis delivers an engaging self-service that increases deflections worldclass service built on speeding service provision and a smarter system that generates content to benefit both agents or requesters so let's run our first poll question AA would you mind awesome thanks to those who are answering so in your opinion which business outcome should service now focus on and Andy I see that you've raised your hand uh if you have a question please answer ask it in the Q&A uh portion right Jeff looks like we have uh good enough population that has responded so I'm going to go ahead and end the end the poll here great okay it looks like we've got a a decent balance I'm seeing 41% have responded to focus on efficiency 35% on experience and then 24% on productivity so efficiency seems to really be uh top of mind but all are important this is great thanks O Okay um I'm going to move on now to uh some of the capabilities that we have for now's capabilities that can supercharge your organization's it service management and we're going to start with requester uh Persona so first let's talk about what we're enhancing here with AI search AI search is not a new capability the idea is pretty straight forward given a search query return relevant knowledge-based articles this works well however that extra click can sometimes be the difference between a resolution and a log ticket with now assis for search you get answers employees can get that snippet of information that saves them that extra click and extra steps of searching for just the right passage this capability is helpful for employees service owners and agents because they're able to get answers faster it reduces meantime to resolution and improves The Experience so that everyone's left delighted however when we combine AI search results with summarization capabilities we get magic results and because AI search is available within employee Center within teams Outlook or the M365 app it's easier for employeers to get because they don't need to leave where they're working to access what they need next we have our virtual agent again virtual agents not new however the now assist version is a fresh new take with now assist virtual agent ingests your service catalog items knowledge and or knowledge based articles and makes them conversational for your end users what this means is that you can be up and running with virtual agent in about 15 minutes that's fast virtual agent is also available within teams again meeting your users where they are and delivering more value from your investment also large language models enable virtual agent to process user statements in plain language conversations that use llms can outperform form those same conversations that use natural language understanding and the llm version is easier to set up and we understand that not every virtual agent interaction can be solved with a knowledge-based article or a catalog item and to address these situations within our Washington release now you can build a custom llm powered virtual agent topic so sometimes you need a a custom topic like when you're troubleshooting an application and when these situations arise you can opt to create an l Empower topic through virtual agent designer and that allows you to focus your efforts on the outcome of the topic rather than how to best design the experience for example with our input collector you can specify what you need collected from the requestor without having to specify the order in which it is collected I'm going to move on now into how now assist supports agents first up is chat summarization this capability takes chat transcripts between the employee and the agent or even virtual agent and summarizes it this is helpful for agents that need to pick up where the last agent left off it also reduces meantime to resolution because agents don't need to look for information it's also delightful because agents get up to speed faster and employees aren't ask the same questions multiple times in this screenshot you can see the chat from Microsoft teams is summarized for the agent in service now we also understand that not every interaction starts off with virtual agent sometimes employees just want to log tickets when this happens the first agent that picks up the incident isn't always the one that can resolve it they typically try a few things and then hand it off to the next agent incident summarization helps that next agent pick up exactly where the last one left off you can see in this screenshot of Microsoft teams chat has been imported into the incident activity stream and that content is included in the incident summary powerful all right and resolution notes generation when an incident is resolved best practices best practi is to document a resolution code and resolution notes Here we see a sidebar discussion has been imported into the record and reflected in the activity stream with this feature resolution notes are autogenerated for the agent and this not only saves him a step but helps him stick to best practices furthermore these resolution notes can be used down the road for knowledge-based articles now that we've seen how now assist makes life better for both requesters and agents let's take another poll o do you mind know run the next one please which now assist feature experience via Microsoft teams would be most impactful to your business AI search virtual agent chat summarization incident summarization resolution notes generation right thank you for responding just a couple more seconds all right I'm going to go ahead and end the poll here and again a pretty good distribution it looks like uh top of the list is virtual agent pretty cool to see then AI search and we have incident summarization resolution notes generation and chat summarization okay nice thank you guys so at this point we're going to roll into to our demo um all right so the demonstration that we're going to show today will show how analysist is even better with Microsoft teams we'll see the seamless integration between the platforms that enables efficient self-service through now assist and AI search and now assist in Virtual agent and seamless collaboration that all occurs through Microsoft teams agents will benefit from now assist for itsm skills around chat and incident summarization and resolution generation let's meet our demo personas Eliza is an employee who needs an answer to a question a quick technical tip and then she logs a request conversationally finally she's going to reach out for some live agent support that's where David our tier one agent comes in and he communicates with Eliza uh through teams uh he'll see a chat summary and he'll try to assist her and then pass on the ticket to our tier 2 agent who's AEL Able's going to review the incident summary from now assist he's going to reach out directly to Eliza through a sidebar chat in teams and uh after he resolves the issue he's going to import the chat and summarize and that that will be summarized in resolution notes so let's get to it just got to find Eliza here we go sorry about that okay Eliza's in Microsoft teams uh accessing the service Now application she's going to go into employees Center our unified front end for all employee use cases and she's going to ask a question that's been on her mind what is Spam okay an answer a direct answer is generated using the knowledge-based articles that currently exist the applicable search results are also presented so that she can dig deeper another question on um Eliza's mind is and Jeff if I could for just a second here oh yeah uh the the value here that's created is that the end user in this case the requester alza doesn't have to read the article and if you look at the subtext under what is Spam within that KB article it actually doesn't answer the question directly it says what is spam and then it tells why spam is a problem whereas the generated response actually shows you an answer to the question it's just a direct way of getting that that answer which we all prefer as opposed to um you know long-winded word wordy answers right on thanks that uh that helps okay how to connect to VPN is eliz's next question she's got this new phone she needs to connect it um so the now llm gener Ates a response from an existing article and the the answer can expand here by clicking show more so all the steps that she would need to follow her here in addition one of the things to note here is that our search query included the word iPhone and the answer came from a article that includes the word Apple device really goes to show that the now L llm understands the context um okay next up uh Eliza is going to request a service catalog item conversationally so first I'd like to share with you what the U service catalog item looks like it says Azure Dynamics account request it's got the you know three Fields here and the ability to add an attachment so we're going to leverage virtual agent by clicking on the we're back in teams now clicking on the chat tab this is this is virtual agent and sorry I've got a little block here okay um okay so Eliza is going to indicate that she's in the product Division and she needs access to Microsoft Dynamics very conversational in terms of what she could uh request and uh you can see here that the proper service catalog item has been surfaced um um important thing to note here is that this is not a virtual agent topic uh this is a service catalog item that's been indexed uh so we're going to uh proceed through the flow get started all right so it goes straight to asking what region note that we put she was in the product division at the the beginning so that information is slot filled and she doesn't need to enter it a second time I then put in na here to indicate North America and now assist gets it finally it's asking for a description can't see exactly what I'm pasting in here but it says that she's hosting a what's new webinar um and now assist to summarize the responses and from here we can modify if needed we'll go ahead and click submit and I'm going to bypass adding an attachment okay and now the Azure Dynamics account request is now in the system awesome okay uh next up Eliza is preparing for a meeting and she needs to perform a statistical analysis in uh Microsoft Excel uh she needs help getting this data analysis pack installed on her new computer so she's going to try to self-support First she's going to enter in here data analysis pack and Excel all right so virtual agent has come back with a catalog item that's not right and a knowledge based article on Excel functionality this could could help her so we'll click on it it doesn't look like this is exactly what she needs so she's going to go ahead and go back and this time she's going to indicate that it doesn't look helpful talk about a little bit more about her problem and what she's tried and then has to connect to a live agent and I'm just gonna a little bit all right enter our live agent our tier one agent David Lou David's here to help and he's going to click accept on this interaction request David is immediately greeted by a chat summary from now assist he's able to not have to scroll through the entire transcript and just come up to speed quickly on what she needs so much more efficient and now David can pick up seamlessly right where virtual agent left off uh also note that this same capability works for live agent to live agent transfers so David responds he is going to acknowledge this and look into it for Eliza and over on the team side Eliza gets the message from David and she's going to respond back just a little bit more information for David uh or the agent and so that that is running in the meantime David's going to go over in service now to agent assist and he's going to search for data uh now data analysis and Excel he sees an article on Excel doesn't look exactly like what he needs so he's going to need to get some additional help here because he's just not uh able to resolve this issue so he's going to respond back to Eliza that he's going to bring in an expert and then he's going to create an incident and assign it to a tier 2 agent okay David creates this incident and here you can see the summary that's been uh added with a short description and a description generated by now assist uh this is save David time and when he transfers this uh incident over to the tier 2 agent it'll be uh uh able to uh inform that agent and get them up and running quickly so our tier 2 agent is able we're going to go ahead and save this incident here and uh assign a work note for Abel just asking him to look into this quickly all right so that's been created and here we're going to go over to our tier 2 agent Abel he gets the notification for this incident he's able to look in quickly and see the summary and you know what David uh had or sorry Abel has a good idea for what uh how to resolve this particular issue so he's gonna uh quickly reach out to Eliza and start a sidebar discussion and in it um in it he's going to share these five steps that include opening up the selfservice app updating uh micro The Office 365 application uh running local admin rights on our system and then going back into Excel and installing the data analysis plugin so you can see here Able's in service now he started up this chat with Ela and we'll go back to Eliza she's got a new chat request and it's from AEL so Eliza is going to work this offline and she comes back satisfied because she followed the steps and they worked so we'll go back here to um uh able and the chat record is has the resolution in it but it's not yet in the uh incident so he's going to import this incident quickly uh using this chat import functionality able goes in finds the chat is able to quickly import it as additional comments and gets a successful import notification so go back into the details and here you can see in the activity stream this message imported from teams that has the exact uh resolution so we'll go ahead and save this and click resolve so here we find resolution notes generation and this is editable so if we wanted to uh the agent provided the customer with instructions open Self Service to update Office 365 just real quick um and just like that we have a useful resolution note I'm going to go ahead and indicate that the code resolution code is solution provided and click resolve this concludes our demonstration I hope it was useful to see how analysist and Microsoft teams work together to set a standard set the standard for Content quality while they drive agent efficiency and a great employee experience thanks right back into character here in our presentation and up next after seeing the demo let's run our third poll please Austin all right so it's a two-parter um first question is would the Microsoft integration be useful for your organization please please let us know and then second which portion of the demo was most impa most impactful for you we'll give you guys a minute please go ahead and respond okay looks like responses are slowing down a little bit a if you ready yeah I think that's this is this is great this is a good response yeah okay let's go ahead and end it so what we're seeing here is approximately 77% indicate that the teams integration would be useful for their org and 20% said maybe only three said no 3% that is uh so so glad to see that and then which portion of the demo was the most impactful looks like the top Runner was now a system virtual agent awesome uh AI search looks like it's second and then this is a little different from our initial question looks like chat summar and Jeff if I could maybe uh for the for the audience can you help us understand uh why resolution now generation was was rated last in this case so if you if you didn't think of it as number one um maybe we can understand why you thought it was uh what do you think about it what what did you see and how can we improve it yeah thanks if you would respond in chat or in Q&A that would be great again all we can learn from this would be we really appreciate okay um not seeing anything else come up in the chat are you there was something that was asked in the question so it says we don't raise uh can certain now request it uh nothing really come through so I think maybe it's it's mostly a what we thought was more interesting was the virtual agent I think that's that's the best way way to interpret the results indeed indeed okay thanks well um with that did we have another poll question o after this one yes we did and let me get that launched right now I see and also I see somebody responded that if the summarization provided the bullet points that would help definitely uh Jeff that fourth question is not I doesn't look I can I can launch it let me see if I can do it bear with me so this fourth question we don't have a slide for it but what generative AI Solutions are you testing or using today please let us know are you currently using now assist using co-pilot from Microsoft using Enterprise chat GPT or something else yeah and the reason why we're interested in this is because as we build product we want to make sure that we are complementing the solutions and your use cases today so the more we know about hey how are customers like yourself weaving in generative AI into your company uh this is going to help inform how we make sure that we really drive endtoend use cases with our partners indeed I also see in the chat uh one participant is using Symphony thank you for entering that in okay all right should we go ahead and um hold on this PO poll question uh yeah I think that's that's good thank you yeah all right and what we're seeing here is 41% are using co-pilot 23% use now assist 22% on chat GPT and 15% others please do continue to let us know what you're doing for that if you'll entered in the chat that'll be very helpful okay uh we're about to move move ahead we've got this slide with resources it includes our product documentation around now assist we've also got some of the content around integrating sidebar and teams and all add one more in here before we post this or I'll add it to the to the page around uh the service now in Microsoft integration um oh and actually it's actually already down at the bottom so awesome um okay and one more thing to note before we get into the questions um we've talked about this at the beginning but if you'd like to participate in a geni roadmap session with us please share your uh company name and email address in the follow-up poll you can see a little bit about what we'll cover with this o if you want to talk any more about those sessions sure yeah it is really just making sure that as we are building product that we make sure that we're keeping you in mind that's top of mind for us as we started this presentation and really a lot of this a lot of the features that we demonstrated to you came from customers like yourself in the first place we've been doing a lot of research and and really collaborating closely um with you all to understand the problems that you face today and with this new technology we are looking to resolve or solve those those problems uh seamlessly with this capability so if we can try and get more and more of your feedback on what we're currently looking at uh what what our plans are today maybe there are things that you didn't see that you'd like us to work on that's what's top of mind for us and so uh we would love to to get your feedback in a private road map session so please please fill that out when you get the chance no thank you everybody for being such a lively group and and providing feedback this has very helpful yeah for sure thanks everybody okay we'll go ahead and uh sign off for today and see you on the next one thank you