okay let's get started um thank you for joining this live on service now webinar this is about the May features what was released in May 4 the now for itm uh my name is Peter hor I'm a product manager and um Brian is here as well uh Brian will answer as much as possible all the questions that you might have if you have any questions please go to the Q&A and ask those questions there um we should have also have some time at the end of the session uh to answer any questions that uh live um uh if if there are still ones left to be answered um so now is this for itm I hope that um the people that are joining have seen this before or know about it because this session is like I said primarily Focus focusing on the May features that we release in uh what is it two weeks ago um so as I mentioned we will have some time at the end uh of this session it should not go over one hour uh we will present or the um we will record a presentation and it will be shared on the Sur now Community later on after some editing uh so we make sure that um no personal information about you uh will be um I shared um and um oh yeah and after the event um you will get an email or actually you will be prompted to fill out a survey and it would be great if you would do so because we uh we need that feedback to improve our um um our webinars and and um you will see a lot of information Al in this session um so there's too much that you cannot remember uh and therefore we have this uh slide that shows you all the helpful resources when it comes to now for itm you can find them in a community so if you go to the search now community and select the IT service management as a product and then search for now assist um you get at least these um uh articles but there's much more actually um so please um Do U I think that Brian might actually share all these um links in the chat panel so take a copy of it uh because after the webinar is closed it's more or less gone so I uh encourage you to take a copy of all those uh very um helpful links okay um although we not intend to uh show any um road map features we might talk about them and as always uh don't base your investment decisions on what is on the road map uh because road map can change and and they can change also because of uh your input um so we might rep prioritize some of the features that we're actually working on now just to get you started a a couple of um basic slides that we want to talk about um and then we go more into demo and just look at what is released uh but what we always see is that um customers businesses they're always looking for how can we increase the productivity while still having an exceptional user experience and that's something that's been around for a long time and I'm sure it will be a long uh uh will be here for a long time stay and so what what does that mean what can we do here well the challenges that we currently see is that if you think about especially in the context of Incident Management um there is some quite some limitation in self-service in the sense that not all the content is available for self-service and when you do have Self Service uh think for instance um about uh KP articles or uh virtual agent chat Bots it's not always that engaging so there is an opportunity there also when you think about the information where is all that information um a lot of information is actually kept in the hats of people or on uh Excel sheets or word docs that are not shared with everyone and that makes it difficult um for for the tree ation but also uh if you want to reuse that information to solve tickets so where we see the opportunities is actually with the personas here with the employees and the Agents the mpes the the requesters um as mentioned before self-service content does not always exist um and so you're more or less forced into an action with a live agent which is good in itself but it's not always available when you're a live agent that's working at a service that so the first first line um agent uh what she then challenge is that when a employee request something uh you have to go through that whole chat uh find and understand what that um chat was all about with the virtual agent before you get an A grasp on what that issue is all about that takes time while there's a lot of pressure from the employee because he or she needs to help now and then when when you uh go looking for an answer uh that uh content is not always accessible and it has a couple of reasons like I said before because sometimes content is stored somewhere else and not on the system so you have to either swigle chair or or if you can access it at all because very often it's also not accessible for the first line agents and that has to do with the fact that that knowledge is not always stored on a platform okay then so if you cannot as a first line agent cannot solve it you have to transfer to a second line agent and then that is actually a bit like what we happen happened before with the live agent handoff you see that again when you transfer the incident that not all the steps um are documented not everything that has been done has already been done uh has been documented um and so a second light agent more or less start over again understanding what is this issue all about and how are we going to solve this for the customer and so there's a lot of um time involved here and that means also that just simply very often it's not that straightforward to document all your solution steps that you did so you reported something like oh it's resolved done on to the next one um also it's very often it's not that that easy uh intuitive to record all those uh solution steps that you did so that's where now syst comes in and what we want to achieve is um more self-service that will also reduce the mttr okay with selfservice more self-service and and better and shorter mttr when it goes to agents who will improve the service quality which is a better experience for both the requester and uh the agent and in the end of course a lower total cost of own once again it's thinking about how can we do more with the same amount of people while at the same time maintaining great experience and so we created solution now this for itm that address this needs for the requestor and agents as we will see also in a second but also for the platform owner the way we have um built the solution developed the solution um we really focus on making sure that it is almost something like a turnkey Activation so no long implementation path uh moving forward Okay so basically now's capabilities it's really about understanding the large language models what what is it that they do uh it's all about understanding the context and the intent a request comes in the llm understands it understand the context understand sentiment and so on and then the next step is find that information and make it relevant make it especially when sometimes information can be very um long text and things like that but make it simple make it consumable so you can as a requester uh can get back up to speed really fast and the third part is about generate the content and generating the content will also help um building up that Knowledge Management uh that will help in the end the whole shift left movement because inet management um even with now cyst one of the primary um things that you focus on is the shift La um making sure there's more self-surface making sure there lower mttr um and and doing more with the same amount of people about these large language models I'm sure you have heard about the uh the general purpose ones like the open llm models um and what we do is because those open models like open AI or Microsoft um Azure open AI uh they are very good at um generating also u a response but what they lack is that domain specific information like you have in your knowledge base and so we combine the two into one solution and make that available to your requesters and to your agion any questions so far that we should address we're good right now Peter okay good okay so what I want to do is um show you what we have released for the May uh um in in the May release uh and that is primarily for the three um personas the requestor the agent and the at um so let me show you what that looks like if I log in not as able but as um Eliza Eliza is in this case a requester and um she has access to the certain employee Center portal and what she wants to do is in this case she's not going to search but what she going to do is um um have a communication with the virtual agent because one of the things that we have released uh is about out of the box Ln topics so to get you faster up to speed uh there are some new topics that are available within VA and they are lln based and they include something like U create a ticket check the ticket status um uh add a comments uh escalated ticket and but let's let's see how that works so here we have um uh the virtual agent it's llm powered so that means in this case what I can do is use a natural language and say um create a ticket ID batch and then now llm the virtual agent comes back and say okay what's the urgency of your issue and for demo purposes I go for low this case that is what it needs to know so it has created a ticket and says hey it's a ticket for a lost ID batch stated new and planning is other priorities on planning if I open it up also in the request portal like can we can see here that the both the virtual agent and the ticket itself the urgency is low so that is what we selected right it's a low U uh urgency and so um after some time this ticket is still open um and then Eliza goes back in and says hey I want to see what is the ticket status so she asked for a check of the ticket status and what the first agent comes back with is saying oh well actually you have five openings and two requested items which status would you like to check and once again this is a topic that we delivered out of the box so you can uh simply activate this is available in your system as well in this case we want to see what the status is for this ticket we just created but it's demo so was about a day later and we see here a couple of open uh tickets open incidents that Eliza has um file so in this case we're going look for this ticket create a ticket for L ID batch and in the virtual agent I got that information back now what I can do here as Eliza I can say yes I'd like to add a comment here because it looks that nothing has happened so any update un staus and as you can see this comment that I just added to the t is also added to this ticket here so it's a conversation that we're having uh with a virtual agent updating records in the system so there's no live agent so far U being involved and then um okay looks fine thank for using uh the support chat now another day passes by um the ID batch is still not fixed but now I have an issue as a li because I have to go to the office uh to uh for a customer meeting so I need a working ID adment and so what I'm going to ask for is uh in this case what I'll do is um I need to escalate ticket and then it's asking of course which ticket because we have several open and in this case I'll select the L ID badge says fine um but please enter a justification uh and reason is well I need this resolve today uh for a meeting and as you can see that that comment is added but also the urgency is updated to medium now this give you I think we have in total of six or seven out of the box um uh LM topics released in May this one was only primarily about um tickets and status and and so on we also have it um an out ofth box topic for uh service disruptions and outages uh and we have a set of um out of the box uh topic for pass reset and so once again that's all released in May available to you when you have your now assist for it ZM license um as I mentioned um you can simply take them activated if needed you could do some uh tweaking but in general uh this is how works okay this is for for the requester um we'll go to slides later on and then you see a good list of the things that we have released in May uh next what I want to show you is for the agent and in that case I'll will uh log in as um able able tutu but AEL is here in his workspace uh in this case able is a um fulfiller so not first line but more second line third line and he has tickets assigned to him um and so he what he's going to do is resolve a ticket um you already know that with the uh incident you can have a summarization we already had early year released the um resolution generation and what was previously in a controlled goto Market is now a general available is the knowledge based generation now I'm here as able tutor in a workspace the service operation workspace uh this also works by the way in ui6 and I see that there are instance assigned to me uh so let me check which instance are assigned to me and it's about this one can't connect to VPN so I open this one up and I see that this inent is um ongoing for some time uh so we have quite a lot of uh entries in activity stream here's a great one uh it has a lot of information which is all fine but um as Joe mentioned more or less it looks all okay here so what we can do is uh resolve this ticket when I resolve this ticket of course we get what we have seen before the resolution notes uh and in this case I say it's all fine and I'll say solution provided so this is not new we had this before and you resolve this ticket and once it resolves okay we then want to actually create a knowledge based article out of this so I create a knowledge and I'll select as the knowledge based knowledge and our as a template we select standard as you can see here we also support the uh KCF so the knowledge Center Services KCs is a framework to do Knowledge Management and it has a couple of um predefined processes uh for uh authoring and and um editing and Publishing U knowledge articles um in this case um I'll go for the standard meaning um we will will not use the KCs uh processes and flows so I'll go for standard and say create article and we get here a message uh you want to write it yourself well in this case put the demo no let's dra with now assist and what you have seen before it was a very long resolution available and here are all the steps that need to be done going back to what we said before um this is what you should do uh if you want to make the shift left uh with Incident Management and get a better experience for your U um requesters you need Knowledge Management and of course when we have Knowledge Management and knowledge based articles that's not only the request that can use it but could also be the agents it depends a bit on what it is what that knowledge base is all about sometimes cannot do it all by themselves if they have install install things or not but in this case it looks so good um and what we did now with the knowledge based or the knowledge article generation is make this tab uh really simple as always what you always have to do is check if what is generated is correct if it's does not miss anything but this saves you a lot of time compared to doing this all manually and that's where now sis comes in now in this case it looks all good to me quick check um and so what I'm going to do is I'm G to save this and and I will also publish this uh select this and so now it is part of your uh knowledge base and so how does that work now if I go back to [Music] Eliza and let's go back to homepage here okay now when I search for how to connect to VPN or unable to connect to [Music] VPN doing the search and it finds this article that I just created and so when I show more I can see all the stuff that I need to do if I want some additional background information I can always open up the source and see uh some like I said additional information but that that's how easy it is now is to uh update your knowledge base and so make that available for requesters to help themselves um so we have this somewhat complicated ticket this complicated issue and with Knowledge Management we can make it such that a request can help itself themselves so this issue if it comes up again will never become an incident again and that's the best way to do Incident Management right to have zero incidents that's a bit the the thinking here any questions uh so far that we need to address Brian uh yes so one question from Christina if the user enters the incident ID will the process be faster EG will it go directly to that record and which use case would this be best for is it for example is this better for a user that's using a cell phone or some other median and that incident number was related to uh I think it was the create a a bad the demo that you just went through okay um yes potentially it it will find of course anything faster when you have that ID number uh but as you can see here at least for the knowledge base uh it it's a good example it finds more than just this one thing right it finds multiple knowledge based articles um but it pick the top one because that one uh seems the one that is all about unable to connect to VPN and summarizes that um I thought it was pretty fast uh but like I said before uh when you use an idea it will be faster absolutely uh we have another question about whether we can integrate with teams uh that answer is yes um Peter if you want to add more to that please do so yeah so and and well one more thing uh yes uh now assist integrated with teams but it is also because virtual agent um already uh integrates with teams um and the integration with teams is already available uh from a standard uh license so every one of you have uh the ability to integrate with uh teams if you don't have virtual agent there's still other things that you can do so the teams integration is not necessarily dependent on your license for nowes if you have virtual agent you can already integrate that in teams okay we have one more more question about can you have nlu in knowledge and lmva in Enterprise platform for itsm services can you have repeat that again can you have the nlu powered virtual agent in the knowledge portal and the llm powered virtual agent in Enterprise platform for itm services yeah so you depend you uh configure for which portals uh the llm is available and so that means for the other portals the nlu VA is available but it is per portal so you cannot say um have a mixer in there um with the llm uh you could have a fallback in the sense that when the llm cannot figure it out uh you can still fall back and you can make an I think we'll touch upon that later on um an topic needs to be conversational as we call that um and we'll show that in a in a bit as well so as long as the topic is not conversational it will use the fullback option uh and that is more or less going back to what you're used to what that answer question and then one more question around do all knowledge articles drafted using now assist use the same format oh you can say well what I showed you is the template you so you can have a different template multiple templates not necessarily KCs but you could have multiple non KCs templates so it depends on what it is that you select um and what I did as a uh Second Line agent I I I created the knowledge based article and I did publish it usually there's a step in between and approval um so there's always a second pair of eyes that will check if what is created if that is um a good enough good quality knowledge based article great um I think we can go ahead and continue Peter I'll answer the rest of the questions in the chat and Q&A okay um another thing that we have released in May is uh prompt management as we call it this is the very first iteration uh expect much more in uh in the August and November release it will not be just a onetime thing it is something that we will keep iterating on um and so what does that look like the prom management so uh let me switch back to Able um and AEL is also an admin um so AEL what able will do is um go to now say admin and so for admins when they come in the now admins they get this uh landing page uh on which they can already see and this is not new but let me let me show you this quickly here you can see what the plug-in status is what is installed what is not installed which skills are active and so on and also uh you can see the skill usage uh the number of actions in this case it's for the last seven days uh number of unique users um the trend and so on so this is something that is available with the now assist uh for the now assist admin and is uh out of box I show it as it is out of box when you go to the configuration of the NIS features you can see there are uh several domains an itm is in we call the technology domain but for CSM you go to customer for hrsd you go to MTD uh and for developers you go to Creator and there are um two platform capabilities um and those are the VA and search so have now assist with virtual agent or have now assist in a search but in this case this is the prompt configuration and what I'm going to demo is how it looks like with the incident um so we have here the three different um Basics um um skills the chat the knowledge in the instant and in instant are actually multiple skills now let's take a look at the details and what we see here we have incident summarization um two are inactive one is inactive has been used but is inactivated the other is still in gra but let me show you what it looks like when we go to this active skill about instant summarization and so what is new is that you can determine the input data and you do so for the different input templates an input template is primarily based on the um the phase in the life cycle that an incident is so it is a new it is a work in progress It's resolved or Clos if you think about incident summarization for each of those phases you want to different type of summarization and so for the instent new you can see here that the um the base input tables instant and when we have a new instant we want to use the short descript description the priority and description of that incident but now we can and you cannot change this this is as you can see it is grade out uh so these are the basics that you need to have you can add to that summarization other input fils um from in this case the incident table so here you can see it's work no addition commment it will not be a lot when you have a new instument okay next what you would do is for this particular um phase in a life cycle you will say the state is New and you can add another data source but let me Demo you that with for instance this template work in progress so work in progress more or less the same U basic Fields the state of course is different in this case it's uh just taken from the um Choice list it's in progress or on hold I can add another condition if I want to U but what's more interesting is I can add additional input data sources so other tables related tables tables that make sense in the context of an incident in this case uh here's an example of adding the SLA task dat or um maybe the affected CIS or the impacted CIS and you can add more data sources okay and the same of course is true for resolve is for close looks on scan looks a bit different you have more fields in there um I would be very surprised if you say I'm not interested in resolution not of code but okay it's up to you how you want to do it maybe you're not using the out of the box ones maybe you have custom ones so that's something that you could consider and say okay let's use the custom ones instead of the out of the box ones that is for the input data and then we go to the next stage and that's uh General details nothing has happened here uh it's more on this page customize the pr so once you have set up your input now you want to also set up the output and with the new incidents uh we have um a header called issue and it shows you the issue and if you want to see what that looks like uh what you can do is um I think this is a good one just test how this works so in general what you would see um hey the issue is customer report lost phone but later found it it nonfunctional and needs it uh for upcoming traffic so for this particular incident this is what the summarization would look like now the same is true for working progress or results there are as you can see when I move over I get additional sections that can be part of the uh prompt the output prompt or the the summary in this case uh and as an example uh let's go for um this one R test and so that prompt uh in this case for the summary instant summarization is now going to look like this custom connect to the vbn and so on uh and a resolution um here the output length is 50 wat finally the close ones if we take a one here is [Music] a IC I selected one before um here we can see the issue key actions taken issue key action taken resolution service level agreement affected CIS in shinon so this is the first step of promt configuration like I said is really a first step there's much more on the way um and so expect much more in the August and November releases but like I said this is really the first step also in new in the May release is that we have the possibility to define the availability of skills uh so the um the skill is always available is still available still there but we can also customize the skill availability and that is based on um uh the condition builder in this case for an incident so you could say incident summarization is uh available when the caller and just a DOT Mar I want to show the dot Mar here and the caller is um or the caller Department um is finance or HR or it okay once again this is also just a first iteration about the availability and visibility of skills I expect more there also in upcoming releases questions we are good right now Peter okay well let's move on um this is actually the demo part of the um uh new features for that were released in made or are more released but not everything I'm want to demo let me go back to the uh slide back but just to reiterate a bit uh what we have seen is for the three different personas we have new features now requester um so we have now with the May uh release we have uh llm topics for vaa out of the box um it's about um creating instance and check statuses as instance but also is there are outages password outages um and we have uh out of the box topics for password resets and changes that doesn't require though that you use the uh service now password reset uh solution it works together with the password reset solution and what is important if you think about the um the mission that we have um higher productivity while maintaining a good experience is that not virtual agent can be an llm powered virtual agent no longer an nlu power virual agent with an LM powered agent virual agent you can ask questions in more or less natural language and it will understand compar that with the nlu V VA where you have to um create that model more or less of say being uh and combining having those pairs of intents and utterances and if you have not forgot to configure one of them then the VA does not understand what's going on with the llm well as as the name suggests large language model it is all based on understanding the intent and the context of um the questions asked so that that is a huge advantage in general for now use U virtual agent as I showed you shortly also in the search once again this is not a new feature but it's out there for uh and you can use that it's no longer setup links that you get but you get action actionable steps that you uh can apply immediately um integration um both mobile but also in Microsoft teams so you can see the virtual agent um in uh service now including the llm power virtual agent um going for now say for agents new in u the May release is the knowledge article generation this one is is really a big one because this is the one that will um improve uh the quality and also the quantity of your knowledge based articles and so that really is like a fly will effect on making that shift LA and a shift La Means better experience lower cost more productivity so that's uh this is really key to to all of that um as shown before uh we both the KCs and non-cs use cases um the incident summarization there are a couple of enhancements that we done for the May release uh that includes the live agent to live agent summarization before we had the um virtual agent to live agent but now we also have the live agent to live agent um yeah so in the if you have the quick actions in your chat uh you can now trigger the um um uh incident creation from the chat and also what we have is when you do the wrapup uh of a chat the um the short description and description are copied over to the incident creation um yeah nothing new I'm going to skip this uh just be sure that this is all available ah resolution no generation nothing new there it's already available but really if you think about it it speeds up the whole process of the incident life cycle um and what I did not show you but there's also once again nothing new it's the nowes panel so that is something that you can call wherever you are there is this uh little button here that will open up the now panel and from there you can also do all the things that I've shown you um so in short um before you have now assist uh what does it look like um the live of instant requestor goes to the portal tries to find an answer um for an issue that they have cannot find a knowledge article to help themselves so they go through the virtual agent virtual agent doesn't have a topic for it it's an NL based U virtual agent there's a handoff to the live agent live agent has to go through the whole chat to understand what has been discussed between the employee and the virtual agent that takes time okay once that live agent understand what it's all about uh that live agent tries to find the knowledge article there is no knowledge article but luckily enough there are similar incidents although we're not that lucky because in that incident that has been sold before it's a similar incident there was no time to put in meaningful resolution note so it's say something like close Sol nothing special to important and so on in other words the first line agent cannot solve this and has to hand it over to a second line agent so the instance get reassigned that means the next agent uh has to also go in do a deep dive in um the whole work stream and activity and everything that happened but gets it understands the what the issue is and so he or she will resolve the incident but there's so much pressured for time uh that he or she does not find the time to uh write meaning for resolution notes and so just says okay we have a knowledge Gap now this is a bit traditional and a bit over the top but not completely over the top and we see it a lot um so what does now assist do with now is this this whole uh life cycle changes um what you will see is when you have the Handover um there's a lot of time saved with a chat summary okay the same when you do the re assignment of an incident there the incident summary and so once again the second um um level agent is up speed within minutes about what this issue is all about okay what's better when he or she resolves it with a click of of a button it will uh generate resolution notes and those resolution notes are now meaningful so the next time that uh the same ticket comes in those resolution notes can be reused by the first line agent okay so there's no need for the first line agent to escalate to a second one okay so you have an internal shift left here already and it gets better now with the knowledge article creation so after the resolution nodes are generated it's really easy once again click of a button to create a knowledge article of course you still have to check if it's all valid and so on if it's complete it's accurate but it saves you a lot of time and with that knowledge B article of course the first line can find the resolution easily but what's more the request themselves can find that resolution and can help themselves and that means uh and also that is shown back in in in the search that means that the same incident the same issue never becomes an incident again and that's the big shift left um and IT addresses a lot of kpis but in the end it's all about improving that user experience and at the same time increase agent uh productivity now it says for atmin so what is new in the Peter we have a couple questions if you don't mind just right before we get uh move on uh the first one is for knowledge articles is there any functionality for improving existing articles with now assist AKA adjusting formatting reviewing the content for improvements etc etc not not right now uh I know it is on the road map not necessarily the IDM root map but uh for Knowledge Management and they have their own roap um but right now we don't have it and then another question is Which languages are currently covered can we set up in multiple languages or is it B based on the users language no so basically uh the current now llm is um is supported natively on English uh with Dynamic translation if you have set it up that's a pro feature what can happen is that the requestor might ask in a non-english um language a certain question or search for KB article which is available in English uh and so with the dynamic translation the question is translated the knowledge based article is found um it comes back with a summary and that can be translated back into the language of the requester but this is a first step that is based on Dynamic translation a pro feature what is on the road map uh for later this year is that we can um also have llm uh natively supporting other non-english languages the first ones and it's in two tiers uh the first ones are French German Spanish Portuguese Brazilian Portuguese I believe Dutch Japanese and then there will be a second tier of languages uh following that uh and that will yeah it's a long list of I don't know 10 different other languages but that's on that's all road map okay great thanks uh you can continue okay now this for admins um so what did we release in May uh prompt management uh I show you that so customize your instant summaries once I said once again um this is just the first iteration it's available both in sow and the classic UI and you can uh decide what those headers look like uh with what type of information what type of fields that is populated um and I showed you also about the um conditional visibility and axis um so skills can now be set to be always be visible or restricted per record condition that is still separate from uh when you go to the select display uh this is something that's currently already available and make that available to um particular user roles so that's a different setting and still available um as I showed you quickly uh in general now this admin uh it's really easy to configure it um you guide it through uh this whole setup it should not take that long to get started um also included out of the box are analytics how is analysis um and there is I did not show you that but there is really a simplified virtual atmin experience because if you think about llm power topics it's really about primarily about what information do we need to collect uh to fulfill the request and not so much about and in which order do we need to collect this that is the nlu based VA the llm based VA makes life so much easier and so so I um I have a couple of slides later on and explain it a bit more one of the things that we also deliver out of the box what we say is for the current nlu topics are these conversational or not uh and we have a dashboard if they are conversational uh they can um be also be used in an llm powered VA uh but sometimes um topics have very specific variables like U um um price related information and stuff like that for now that is not conversational uh but we are working making all those variables that we have uh conversational uh yeah conversation um and so we have a conversational catalog overview it's an out of the box page and it gives you recommendations on how to make certain catalog items compensational but uh but it shows here all the different catalog items and and what's really important and how often are they used um and then it shows you um what uh there could be multiple reasons why a topic is not conversational uh and it shows you if you click on it it shows you in detail what is makes the topic current nlu topic not conversation because of time I'm going to move on here for quickly so talking about um PA virtual agent the nlu virtual agent compared to the llm virtual agent uh in the nlu virtual agent what you have is you have a catalog administrator he or she will create a template uh on based on which the business users will create a catalog item uh that goes through whole process of um submitting and improving then you get the VA admin uh here or she has to build and maintain a VA topic and a VA topic that includes all those paths that a request can go um so with all the decisions and so on then you have to build and train an nlu model um and that's that um set of uh intent and utterances things like that um and then you have to test and publish this this can take quite a bit that whole uh a bit of time the VA atmin U work and then finally uh that request becomes available through VA uh and it follows as a employee the nlu follows a bit of a riched path that you have to go in a certain order it should all be taken care of by the atmin but sometimes you just miss one path or or something else or you missed the particular utterance uh anyway you have to it's not only creating this ones you also have to maintain it now with now is s what happens actually is you don't need that item template anymore what you need is a catalog item creation and that's really straightforward you just say this is the information that I need next this whole part of the at uh uh um work that is more or less gone so the whole thinking of uh we have to create the path we have to uh uh create the model with all the utterances and intents and so on that's all taken care of by an llm that's that's what an llm is all about right and then finally on the employee side they will also have an improved experience because it is no longer in which important in which order you ask the questions for how questions are answered um for instance if you have uh something like a question like in which region are you if a requestor answers in Mia or Europe the llm gets it so that makes the life also for the requestor uh a lot better and that is also what now assist for it ands so almost there two questions for you I hope you have the time to to answer them um the first question is and let me find the pole where is it where did it go oh so the the question here is the first question is hey if you have uh upgraded to Pro rent price why have you not upgraded to analysis yet and so these are all an anonymous but we are very interested to understand um why it is uh and and also um that helps us to come up with a better response I'll run this for uh another yeah while we're waiting for our participants to answer the Paul Peter we do have a couple other Q&A questions okay uh the first one is does the same now assist Incident Management workflow apply to processing service requests uh in a sense of uh uh catalog items or um I'm not 100% sure like we we support ordering catalog items we support Incident Management um whether the service request falls into one of those categories kind of depends on how it's set up I think yeah but in general yeah so if if you think about it um with now assist in itself we don't change um the the workflow that you currently have what we do during those steps in that workflow we make it easier for you you click a button uh and if you don't click a button if you don't want an incident summarization fine if you don't want to automatically generate resolution not fine but we the option is there and possibility is there and it makes life easy for it and that that is what it primarily is uh another question is does virtual agents support order guides as being conversational uh I don't think that it does yet but I'm not an expert on this part um but I don't think that is supported yet okay I'm going to end this poll and I have a a second question for you um and let [Music] me and this is more like if you could fill out um where is it come on here we go if you can elaborate a bit on why it is that you don't use um now is yet that would be great um also after this um webinar you will be uh getting a a uh request to fill out a survey uh once again that helps us improving on these sessions so for future um more quality sessions please fill up the survey I know we're already over the hour I'm sorry about that that that is one of my um things that I have to work on um and talk too slow anyways also Alo if you want to know more about the Gen road map in that survey that you get you can leave your company and email address um and then we will get back to you inviting you uh for a gen road map session uh so if you're interested please leave your email address in followup call that you get after you um are out of this webinar and that is more or less the thing that we want to talk about I want to thank you all um I'll leave the poll for this one open the last one I can imagine that it takes a bit more time to answer that one I want to thank you all be aware there are more now assist um sessions coming up and actually the first one is on Thursday Brian will host that one and Brian what is the topic for Thursday uh we're basically just going to go through how to actually turn on and start using the May release features uh so Peter today just showed you you know what those features can do and then on Thursday I'll show you how to actually activate them configure them and get them set up so you can get up and running so it just be a little bit more in depth from today okay and with that I want to thank you all for attending and um I hope you uh find it useful and uh hope to see you on Thursday thank you all thank you everybody