Required Applications, Plugins, and Versions

• Now Assist for ITSM (version 2.0.2 or later)
• Service Operations Workspace (version 3.1 or later)
• Advanced Work Assignment
• Virtual agent

Install and configure Chat Summarization

Watch our Implement in 15 minutes video OR follow the steps below!

1. Install the Now Assist for ITSM plugin and activate Now Assist Panel
2. Navigate to ***Now Assist Admin > Overview *
3. Select Now Assist Features, then select the Technology tab, and then select View Details under the Chat card.
4. Select Activate Skill under Chat Summarization
   
   1. Note and toggle each trigger
      
      1. There is the option to summarize virtual agent to live agent interactions and live agent to live agent interactions, quick action to summarize any incident, a Chat-wrap up when the conversation ends, the short description field that can auto-populate when the chat ends and task creation that auto-populates the short description field.
         
      2. The final option can create the summary as a bullet list
         
      3. Save and continue
5. Choose input data by selecting the portals you want to use as a source of input data. Select 'Save and continue'
6. Toggle on the in-product display and the Now Assist panel. Select the dropdown and note the option to update ‘Who can access chat summarization from the Now Assist panel. ***Save and continue *
7. Review the details and select ***Activate *
8. Chat Summarization for Now Assist for ITSM is now ready to use.