[Music] welcome to this Implement 15 video where we'll take you through virtual agents and AI search Chat summarization and incident summarization and resolution notes generation within now assist for itm my name is Scott Gamble and I'll be your host for today to session I'm a principal of itm leading practices at service now and I'll be joined by my colleague gole n who is a principal product success manager working within our itm team at service now here's the agenda for today we'll start off with an overview of the product features go into an implementation demo which will take less than 15 minutes we'll then cover a feature demo where we'll go through what we implemented and explain how it works and then finally we'll share hints tips and resources with you for a successful implementation so before we start implementing let's talk about what now assist for itm does and how it can help your organization now assist is the name of service now's generative AI Solutions built into the now platform so that your organization can accelerate productivity across all of your workflows some of the capabilities available in now assist for itm include the ability to provide agents with a summary of previous history from live chat and virtual agent interactions to accelerate service response get answers F and improve end user at satisfaction through self-service and to be able to adhere to best practices with automated resolution notes let's take a look at the capabilities we're going to implement today in a little more detail first let's talk about what we're enhancing AI search is not a new capability the idea is pretty straightforward given a search query return relevant KB articles this works well however that extra click can sometimes be the difference between a resolution or a log ticket with now assist for search you get answers employees get that snippet of information that saves them the click and the extra steps of searching for 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 resolve as well as providing a better experience so everyone is left delighted as part of the investment analysis for itm capabilities and wider through the platform we now have a simplified virtual agent admin experience this creates a simple UI to guide admins through virtual agent setup without the need for using things like VA designer this allows you to get going with virtual agent in 15 minutes or less using the power of the now llm with our Washington release we provided the ability to author llm powered topics we understand that not every VA interaction can be solved with a KB article or a catalog item sometimes you need a custom topic like troubleshooting an application when these situations arise you can opt to create an llm powered topic using the VA designer with our VA designer you can now Focus your efforts on the outcome of the topic rather than how to best design The Experience you'll also notice the addition of a chat summarization capability within now assist for itm this capability takes the chat transcript 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 incident summarization we understand that not every interaction starts off with the 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 off to the next agent incident summarization helps the next agent pick up exactly where the last one left off by providing the critical information without them having to scroll through an entire call diary to find out all the information they need resolution notes generation when an incident is resolved best practices are to document a resolution code and resolution notes with this feature the resolution notes are autogenerated for the agent from the information within the ticket this not only helps them save a step but helps them stick to best practices furthermore these resolution notes can be used down the road for KB articles shortly I'll be handing over to gole for a demo of the capabilities and how to implement them but before you start here are some key tips number one review the now create implementation and deployment guide and product documentation you'll find the links to these in the comments below check your entitlement work with your account team within service now to ensure you have the Pro Plus entitlement which gives you the ability to use the now assist capabilities number three it's always best practice to try these Concepts in sub production first try implementing the things that we're teaching you today in a sub production environment with some of your data and see how it works for you before progressing to production and number four you must be using Incident Management and or virtual agent to benefit from the features we will Implement today so with that I'm going to hand over to gokl who's going to take you through how to implement these C abilities in 15 minutes or less thanks God that was a great introduction to our nosus products hi everyone I'm Gokul ner I'm a principal product success manager in the itm business unit here in service now and I'll take you through an implementation demo of our now assis products to get to the now assis products features and skills you have to get to the now assist admin console first to get to the now assist admin console you would type now assist in the navig navigation Paine and go to the overview tab now assist admin console consists of three different tabs one is the overview tab other one is the nsis features Tab and there is a settings tab nosis for itm comes with this enhanced admin experience which gives control in the hands of Administrators through simple yet intuitive interface the admin can go to the admin console and request new generative AI features from the store monitor or analyze the usage and performance of generative AI skills enable and disable features in skills and customize the experience for agents and customers from a single place this activity would typically require expertise in generative AI models and organizations would typically end up hiring experts from AI field service Nows now assist for admin empowers the admin to do all of this let us take a look at how the admin would request an then enable all of the no's features in the homepage the admin is presented with the product plugins to installed from various workflows like it uh customer and employee they have access to the no's Journey checklist which also helps and guides them through the necessary steps to get all the skills working so if you go and uh uh and take a look at the journey checklist you'll see the different steps that's available for the no assist admin to to follow and the first of those steps is of of course to install the no assist plugins so let's start by following the steps that's provided by the now assist Journey checklist so in order to implement the technology plug-in for now assist you would have to click on browse plugins it'll take you to a plug-in page that's within uh the settings of the now assist admin conso uh you have to click on get plug-in for now assist this will basically take you to the service now store from where you can access or uh request for the plug-in you can click here to get the now assis for itm plugin in this case since it's an internal demo that plug-in is already available so I would go to my application manager page you can see that the nus for itm would also install the nus for platform plug-in along with it so let's go ahead and click install and we'll wait for the plugin to be installed the installation of the now for itm plugin is now complete we will go back to now assist admin console and take a look at our journey checklist and the second step is to turn on the nses panel so let's go ahead and do that so under this we'll go to the settings and there's an option nois panel and you'll click on turn on and that will turn on the nois panel the next step is to go to the features and the skills um the nus panel itself gives you an option to go to the features and skills however we will take a quick look at the journey checklist you can see that the next step is to activate the nois skills before enabling uh some of the technology uh features let's go go and enable some of the platform features so the admin can go to the platform features and within the nus Q&A genius results uh the admin can follow the steps that's available within the documentation to uh activate the nist Q&A genius results admin can come back and can activate the the skills within the virtual agent as well so we just turned on the nist Q&A genius results let's turn on the nist multi-turn catalog ordering so that's turned on as well and let's go ahead and turn on the nist topics so now that the all three skills for now assist in Virtual agent is activated we'll go ahead and set up uh the now assist in Virtual agent so you'll get to the uh now assist uh in Virtual agent setup click on Save and continue this is where you would be able to as an admin you would be able to edit all the information sources click save and continue you'll be able to edit The Branding from here update the chat experience and eventually you will be able to select the display uh location where the virtual agent would like to be displayed so in this case we will select the service portal and the employe center as the two options you will get a popup that if you are an existing U user of virtual agent which is the nlu based virtual agent that will get replaced by the llm based virtual agent in this case also you can note that in this release uh we are supporting the Microsoft teams integration and the mobile experience additional information is available through the documentation that is available in the setup I'll click on Save and continue There is an option to test your virtual agent as well you can test your virtual agent and turn on the skill so the the three skills within the now assist and virtual agent is turned on and it is set up in Virtual agent as well the next step of course is to go to the conversational interfaces homepage and create a topic so the setup itself will take you to the conversational interfaces but if you don't you always have the option to go to the navigation Pane and go to conversational interfaces homepage from here so given the conversational interfaces homepage selected I'll go to the homepage and go to a designer and here is an option for me to select now assist in Virtual agent I'll start creating a topic let's say this topic is for um detecting resolving an issue with respect to Outlook or U male client being slow now keep keep in mind this VA this topic this VA topic is powered by llm as opposed to nlu and here the Gen model will trigger the topic based on the description of the topic and this does not require a training training as opposed to the nlu topic um Discovery the Gen model is intelligent enough to understand the context from the description of the topic and Trigger the topic so you have to write the description here once you add the description of the topic you will uh create the topic and we'll design the topic here so we went ahead and created a topic so just quickly review the um the topic uh we added a static Choice issue type um and you can see that uh in the description it's written that I want to know what specific issue you are facing um and generally AI model is intelligent enough to convert this into a question and you can see this in action in the demo and same applies to the next one I need the operating system of your laptop uh same applies the generative AI generative AI will convert it into what is your operating system uh I wanted to know uh what is the security patch and the steps performed and finally uh I added a script to transfer it to the live agent so the topic is now ready we'll save the topic it is recommended to test the topic and then save the topic and then publish the topic so now that the topic is published we will come out of the designer and we will go to activate our next skills which is the technology specific skills so let's go to the technology specific skills we'll activate the chat summarization and within chat summarization you can see some triggers uh should chat be summarized when the virtual agent to live agent handoff happens should it also come up as a quick action when it's quick action is um triggered uh when chat is wrapped up uh should the um summary be provided um as the description short description here and then should a summary be provided when a task is created so you have these options and should it be a bulleted list click on Save and continue here's an option to select where it should be displayed should it be displayed in product or should it be displayed within the nosis panel and you have an option to select who which role who which roles can access uh from the from the nois panel uh we'll leave it at as it is and activate we'll go to the technology panel and we'll activate the other two technology skills with within the incident follow the same steps incident summarization skill what are the inputs that you would want choosen save and continue display it both in product and in uh now s panel the roles save and continue activate return to the incident and this time you activate the res resolution noes generation as well choose input data toggle the display options and activate so if you go back to technology you can see that the chat summarization incident summarization and resolution generation resolution nodes generation skills are also active now with these skills activated the agents can become much more efficient or effective during the long conversations or when chat HP chat handoff happens and the next agent will understand the context quickly and in turn provide quick resolution to the requester within each of the skill panels if you go to the skill panels within each of those skill panels you can see that the llm service is listed uh so that the admin will understand the model which is used by the skill and a helpful summary of the skills and where it will be visible this completes the configuration of the now assist skills and features from the now assist admin console now we will have a demo of the output from an agent as well as an employee perspective for the output demo let's navigate to the employ profile and take a look at how some of the nerves features and skills that we just configured helps an employ in the day-to-day activities so here I'm logged in as Jason Roy who is an employee Jason is new to the company and uh Jason is basically um having an issue with his laptop essentially he just lost laptop and Jason is looking to get a laner laptops so Inc comes Jason goes into the virtual agent available here uh clicks on the conversation uh you can see that Jason is greeted by the greetings that we have configured while configuring the now assist in Virtual agent and um Json simply types laer laptop here you can see how the multi-turn catalog ordering that we have configured earlier helps Jason to order his laptop in a few simple steps so here you can see that the replacement laptop catalog item is pulled up Jason clicks on get started and it asks a question when do you need the replacement laptop uh or loner laptop um Jason responds by saying m30 which means March 30 let's see how the generative AI is able to intelligently interpret that information and as Jason thinks he thinks that he needs the laptop for 2 weeks and he's about to submit the request here you can see that how um generative AI model intelligently converts the uh date that we have provided into an actual date but as Jason is about to submit this he thinks that he need to make some changes and he need the laptop not just for two weeks he needs it for a month so Jason clicks on make changes before the submission and types change length to 1 month and here you can see that the generative AI model changes the um length from 2 weeks to 1 month and the date Remains the Same Jason can go ahead and submit that and no attachments available here and the submission is happened and you can see that the request item is now created now time passes by uh Jason is having a new Mac um o or ma Mac machine uh but he is unable to find upgrades available for mac o so Jason comes into the employee Center again and this time he goes in into the global search and types where can I find the uh updates of the Mac oos here you can see that the now assist in AI search is um is in action where it provides um a short summary of the knowledge article um it found the right knowledge article and it's providing a short summary to Jason Jason can click um and view the knowledge article if he wants to read the end details in it um or if Jason would like to actually read the ire article uh he can go and click the knowledge article and read the entire article as well so this is a great example of how um the no assist in AI search is going to help an employee in a day-to-day basis now for the next use case uh time passed by Json has uh ran a patch but he's now finding an issue with his laptop in the sense that his Outlook is running very slow uh so this is an example of the topic that we configured um um in the previous uh configuration steps so let's navigate through the steps for that particular uh topic that we have configured so here Jason is experiencing an issue with his Outlook so Jason would just say issue with Outlook and it will take um as through the topic that we have configured for the slowness of Outlook or the male client uh first question is popped up uh if you remember the it was a statement that we had provided as part of the topic and the in generative AI intelligently converted it into a question what is are you facing with Outlook is it that the Outlook is not working or is it that the Outlook is slow uh the issue is Outlook is slow similarly there are a couple more questions that needs to be answered what is the operating system did you notice any security patches getting uh being run on the system uh Jason responds saying that some updates are pending and of course the next uh question is whether any actions have been performed uh till date uh to which Jason said I tried rebooting Outlook and then later tried reinstalling Zoom addin both the steps did not work if you remember the the configuration that we had the configuration was to actually route the um this particular request to a live agent this is to actually demonstrate the next scenario uh for the chat summarization that we have configured so here uh as you can see uh Jason is being helped uh through the virtual agent topic which is created by the llm as opposed to the nlu based topic for the next part of the demo let's navigate to the agent profile who picks up this chat and uh we'll take it forward now we have navigated to the agent profile and the agent here is Ashley Parker who is a service desk agent who received the chat request that that it came from Jason regarding the Outlook slowness issue um Ashley as you can see the the chat number and the Jason's details are available here Ashley picks up the chat clicks on accept and as you can see now assist immediately summarized the details for um Ashley to understand in um um before nist days uh the agent in this case Ashley would have to go back and look at each of conversations between the employee and the virtual agent to understand the concept context but in this case Ashley is able to get the context through that uh one chat summarization that's available here now let's continue down the um resolution path of this um and Ashley reads the entire context and understand what's going on um so actuallyy wanted to confirm uh where Jason is located for which Jason responds back saying I'm working working from the east coast and actually real realized that there is um there is another agent who can help Jason better uh from a location standpoint um and actually response back saying let me transfer the um you to another agent closer to your location and this is where the transfer is happening to an agent and you can see how the chat summarization again helps when the transfer happens to the next agent Rob Phillips so let's do the transfer so Rob Phillips is available Ashley transfers the chat to Rob Phillips now let's log in as Rob Phillips so here you can see I'm logged in as Rob Phillips who is uh ready to accept the chat uh from Jason uh which was transferred from Ashley as soon as Rob clicks on accept the chat uh Rob is able to see the chat conversations that are available here so here we'll see the quick action also so let's take a look at quick action here Rob goes in and types the quick action for summarize and if Rob wants to get a quick summarization Rob is also able to see a quick summarization of the chat that's happened between the virtual agent and the employee and then virtual and then the employee and Ashley so now Rob takes over the chat and he wants to uh help Jason to resolve the issue with um outlook here Rob clarifies what all steps that uh Jason did and he thinks that it's the issue of the Microsoft 365 that could be causing this particular issue so Rob types that and he asks Jason if he's able to um and upgrade the office 3 Microsoft 365 from his selfs service Rob provides the required instructions but but Jason is unable to upgrade uh or update the Microsoft 365 Rob knows that something similar has happened with a couple of other uses so Rob goes ahead and creates an incident ticket and assigns it to another team member to resolve uh the patch upgrade of the mac o which will eventually resolve the Microsoft uh 365 issue so here uh the option is for Rob to create an incident but before that let's take a let's quickly end the chat and you can see how ending the chat will um get now assist into action in order to fill the short description right here which basically is the the short description for an incident if the incident gets created and the chat summary as well gets gets filled by the uh no assist so you can see that these two values were modified as soon as the chat is ended and now here Rob goes ahead and creates an incident and let's see Rob assigns it to B and you can see that the short description is also filled for the incident because it's created from the interaction and the interaction short description um is um copied over to the incident short description as well now the next step is for us to log in as Beth and manage the incident and we will be able to demonstrate how the incident summarization and the resolution not generation as well works now here we have changed the Persona and we've logged in as Beth Beth Anglin who is going to Res help resolve the incident uh that was transferred over from Rob Phillips uh regarding the incident regarding the slowness of Outlook issue so Beth has this landing page in service operations work space and Beth can see this incident incoming Beth clicks on the incident and Beth has a couple of clarification questions with um David So Beth Beth has got the details from the um interaction um and Beth responds by saying uh she's able to do some troubleshooting and would like to access the system remotely Beth requests David to save all the work and Beth go ahads and uh reinstalls Microsoft 365 but now would need uh would need David to wait until the patch upgrade is fixed uh from a mac o standpoint so Beth in this case goes ahead and creates a change request uh which we will not demonstrate as part of this demo uh but let's assume that Beth goes ahead and creates this change request and once the change request is implemented uh Beth comes back and commence uh after validating that uh everything is working well and looks like the Zoom is running uh Beth comments back and asks David to check check now David finds that everything is well and responds back saying everything looks good so this is the complete resolution of the incident that's happening here um now in this case Beth is also able to click on the summarize button which is the incident summarization available here um let's assume if the if Beth had to reassign this ticket for another agent to work on then Beth will be able to summarize the work that she's done um you can see that it lists the issue and the key actions taken and Beth will also be able to share this into the work notes now before sharing Beth has the capability to update it uh so in this case we'll just go ahead and share it in the work notes and you can see that the um summarization appears in the work notes so as I mentioned if Beth was to uh transfer this um incident to another re assign the incident to another agent um the summarization would appear by itself and Beth will be able to copy to the work notes for the next agent to take a look at it uh for our next use case uh we'll go to the record resolution or resolution notes generation uh so here now that the issue is resolved butth clicks on resolve and uh you will be able to see that the generative AI or the nois uh is now able to provide the resolution nodes or generate the resolution nodes um using the information that's already available in the incident um so Beth goes ahead and clicks on solution provided and reads through the endre resolution notes and click on resolve which will pause the resolution notes as well now as I said earlier with these skills activated the agents can become much more effective during long conversations or when chat handoffs happens and the next agent will understand the context quickly and in turn will be able to provide the resolution quicker to the requestor that concludes the demo of uh all the nois features that we have from an itm perspective and the platform perspective uh so today uh you are able to configure the no assist in AI search nist in Virtual agent and NES for itm that included the incident summarization chat summarization and resolution notes generation thanks for listening in have a great day thanks go for that great overview now let's talk about some next steps number one try the capabilities for yourself in sub production and see how they accelerate your organization number two take advantage of the available resources to assist you a companion guide for this video will be available in the service now community and you'll find the link in the description below thanks for taking the time to watch this video we hope it's been useful content and we look forward to seeing you on a future [Music] [Music] video