okay uh I think we're going to get started now thank you everybody for joining thank you for your interest in service now and for those of you who are already our customers thank you for being a customer you truly value your input and your business uh we're today you're here joined by myself Brian Lamb uh Jeff Fox and pig gorus uh all three of us are product managers on the itsm Gen team and and we're here excited to show you some of the uh now assist for itsm capabilities and especially some of the new features that we just launched earlier this month um um we will be recording this session and we will be posting the recording on the service now Community website so if you want to refer back at a later date you can always visit that uh website and uh we'll post this in the chat as well so with that I'm going to hand it off to Jeff to go over some of the to do a quick overview of the current capabilities of now assist and then later on we will dive into the May release features so Jeff if you don't mind could you please start sharing your screen you bet thanks Brian can you see my screen now yes all right cool thanks everybody for joining so uh we're going to start out with a highle view of some of the analysis capabilities uh particularly around analysis for atsm and we're going to do this by Persona so we're going to start out with the requester Persona and first to talk about what we're enhancing is AI search now uh AI search is not a new capability the idea here is pretty straightforward uh we take a search query and we return relevant knowledge based articles and this works really well however uh that extra click between going into an article and trying to read it uh can sometimes be the difference between a resolution and a log ticket and so with now assist for AI search you get answers employees get that snippet of information that uh helps save them that click in any extra steps uh uh in terms of searching for the right uh passage or the right answer um this capability is helpful for employees service owners and agents because they're able to get answers faster and it reduces meantime to resolution uh and improves a a case deflection uh it's just generally a better experience for everyone um when you combine AI search results with our summarization capabilities you get magical results and how does this work uh the magic is really in our retrieval augmented generation architecture which really takes the search query uh finds the the most relevant article and then pairs that with um um where we we leverage retrieval augmented generation to uh uh with the data that's in your knowledge base to generate the results and this really reduces the risk risk of any hallucinations so uh strong capability there in terms of AI search now uh we have virtual agent and again virtual agent is not new however now assist version the now assist version of virtual agent is a fresh take in this case a virtual agent ingests your knowledge and um KB articles and makes them uh KB articles and com um catalog items and makes them conversational for your end users and what this means is that you end up you can get up sorry you can get get up and running in about 15 minutes with virtual agent now uh that's fast there's no more training uh the model setting up intents and utterances uh and that sort of thing it it's uh much more straightforward uh to get up and going and U you know 15 minutes is fast we also enable you to build your own custom topics in the event that an existing KB article or catalog item is not sufficient and uh finally we we've integrated these capabilities with um service now mobile and Microsoft teams this allows you to get the great experiences from now assist in AI search and now assist in Virtual agent um through these alternative channels we always want to meet customers where they are and this is just another step in that direction all right now uh we'll segue on to how we're helping agents and the first uh agent capability is around chat summarization this capability takes the chat transcript uh between the employee and the agent or the employee and a virtual agent and summ mizes it and this is really helpful for agents who need to pick up where that last agent left off instead of having to scroll through the entire transcript they're able to see that chat summary from now assist and that reduces meantime to resolution um because agents aren't looking through all that uh volume of information it's also a delightful experience that helps agents get up to speed faster and prevents them from asking employees maybe uh some for some information that they've already included uh because it's included in the summary we understand that not every interaction starts off with fergal agent so we we have incident summarization um when employees log a ticket uh the first agent that picks up the incident isn't always the one that can resolve it they'll typically try a few things and then hand it off to the next agent and incident summarization helps that next agent pick up exactly where the last one left off again without having to scroll through an entire uh log of notes just seeing what the uh existing issue and actions taken and other content are uh and uh resolution notes generation so when an incident is resolved best practice is to document a resolution code but add resolution notes and with this feature the resolution notes are autogenerated for the agent this not only saves time but uh helps them stick to the best practice and furthermore these resolution notes can be used uh to generate knowledge articles or referenced by other agents and uh users and finally we have side panel nysis side panel this is a new way of engaging with the platform and it uh is easy easily accessible U for agents to be able to converse and ask questions and get answers from now assist within the platform moving on to admin capabilities uh we have this simplified virtual agent admin experience uh talked a little bit earlier about how much faster it is to get up and running with the empowered virtual agent every release we try to come up with ways to simplify this setup process to help U get up and running in in less than 15 minutes and in terms of uh itsm admin experience when it comes to activating the skills for analysis for itsm it's a very intuitive uh interface uh under the now assist admin console it helps get up and running quickly we say in 15 minutes uh it it also uh uh supports the setup for analysist and virtual agent analysist and AI search under the platform uh section and uh leverages service now content security models for uh to govern data access for each user so there's a lot of there we're increasing customizations where skills can be applied to different users and different roles uh uh over time so that's what we have um in terms of a highlight highlight view of the analysis for itm capabilities Brian back to you all right thanks Jeff so before I start talking about the May release features I do want to launch a quick poll and hear some feedback so I know a lot of you um aren't currently customers so if you aren't a current customer of itsm uh Pro Plus or Enterprise Plus feel free to ignore this for but for those of you who are already or who have already purchased we love to hear um how the implementation is going you know um if you've implemented it how was that setup experience uh we'd love to hear on a scale of one to five how that went and then um I'm going to ask one more followup after this just to get a little bit more information and while that's coming in I'm going to start sharing my screen and getting ready for my my portion of the presentation great [Music] and go back and one more question just like before for those of you who have already bought it we'd love to know what you've turned on um and uh if you haven't turned anything on we'd also love to know why what's what's currently stopping you and um if it's something we can help with we'd love to to reach out after this session and see if we can kind of get you guys along that Journey so while this poll is still going I'm going to start talking about the May release features um so in may we released a prompt summarize sorry prompt management which is part of the incident summarization feature uh we also released knowledge generation which you can see over here right in the middle and uh we also released some new out ofthe boox llm powered virtual agent topics so we basically we looked at the most commonly used nlu topics and we are now providing them as outof thebox llm powered solutions for virtual agent so I'm going to go into a little bit more depth into what each of these things represent and I'm going to start with incident summarization and before I go into the prompt management I'm going to show you what incident summarization looks like today so prior to so with the May release um we've started to include prompt headers and so for example you see issue key action taken service level agreement affected CIS and impacted Services prior to May the summarizations were a little bit less organized so we wanted to make sure we captured certain pieces of important information and present them in a very organized and easy to consume manner with every single incident summarization so with the May release which requires you to upgrade to patch 3 Washington and you need to upgrade to now assist for itm version 4.0.1 and you'll also need to upgrade to S so service operations workspace 5.0.0 assuming you've done all these things this is what the new incident summarization format will look like now we've also included an additional configurability option where you can kind of pick and choose which of these prompt headers you actually want to include depending on what state the incident is so for example if the if it's a brand new incident maybe you're not going to include key action taken because nothing has been nothing sorry nothing's actually happened but for work in progress for resolved and for Clos you might want to include specific headers that you deem relevant for your organization and how you guys do things so let me show you how that work so I'm going to go over here to the CIS admin I'm logged in CIS admin here and if you want to configure your prompt headers um however which way you want the first First Step you're going to do is you're going to find the incident summarization that's out of the box and we're going to make a copy this step is important because the out of the boox incident summarization everything is locked down so you will not be able to change the input tables or customize prompt so I'm just going to name this incident summarization 530 for today's date and we're going to move on to choose input um so here these are the this is where you can select which tables incident summarization will pull information from to generate an incident summarization and you have the ability to select different input tables depending on what state the incident is in so right now we support four tables in sorry right now we support the incident table along with four additional tables so those four tables would be task SLA right here um affected CIS impacted CIS as well as child incidents and so I'm going to leave everything standard here but I am going to show you how to customize the prompt on the next page so so here is where you get to select okay for a new incident what prompt headers do I want what section headers do I want um for example I'm going to say I also want to include service level agreement and then for work in progress incidents I actually want to include child incidents as well and for resolved I also want to include child incidents and I guess I'll do it for close incident as well so this is where you can kind of pick and choose what you want to show and how you want incident summarization to present the information to you so definitely a really handy tool and over here on the next page for availability uh we can customize when this skill will surface up so default out of the box it's always going to be available but let's say I only want it to be available for incidents created after May 1 and you can always select additional conditions based on activity assignment group panel kind of whatever you want but this is a nice way like if you're worried about potentially running up against the cap of assist this is a nice way to say okay I only want this skill available um if certain criteria are met so let's move on here and in the select display field this is where you get to choose which roles will be entitled to this skill so i' I've put in admin iil and iil admin and I want to make sure it is displayed in product so it'll be displayed both in s so and also ui6 and then I'm also going to go ahead and display it and then now is this panel that Jeff talked about earlier so save and continue and we get to the review page to do a quick uh review of the configurations you set and if everything looks good we're going to go ahead and activate this and once you activate a copy of incident summarization the default incident summarization will be deactivated so here's the copy that we just walked through and you can see that it's active and here's the out of the box one that is now inactive and these are also some other copies that I was working on earlier that are all inactive you can only have one copy active at one time all right so before going into a demo of what this actually looks like um from an agent perspective I'm just going to go ahead and show you guys how to turn on knowledge generation so this one is super straightforward we're going to go to analysis features technology we're going to find the knowledge card and we're going to go into detail we're going to click activate skill if this is the first time you're activating it it will take you to the choose input page okay so under choose input um this is basically just like incident summerization these are the these are the tables in which the KB gen function will pull information from to generate a KB article for you so uh in this case um not a lot of configurability here offered yet so we can just go ahead and move on and just like before we can choose when this skill is available so in this case I want to make sure that it's only available if the incident is resolved or close but again like before you can do you can kind of set whatever uh criteria that you feel is appropriate and I'm going to make sure this is displayed in s so and ui6 by checking off this box and selecting the roles that will be entitled so I'm going to make sure admin and ISO are entitled to this I'm also going to go ahead and turn it on for the analysis panel and we're going to hit save and continue do a quick review everything looks good and we're going to activate it great so we've just turned on the uh new incident summarization copy we've also turned on the new KB gen feature I'm actually going to switch over back to my agent iil Agent P uh Persona and let's see if the new um incident summarization is working if it is I would expect to see a new header for child incidents to appear so let me do a quick refresh and let's see if that's working awesome so I can see that we do have that new header multiple child inance reported with the similar issues although the data doesn't seem to be working so that might just be a uh an issue with the record but but uh it's good to see that we do have the child incident front working and showing up on our incident summarization so uh let's say that the agent has now resolved this issue this incident all right she figured out a way how to fix it and she's now going to move this from a in progress state to a resolve state so we can provided if this is your first time seeing our product this is another feature that that Jeff walked through the resolution note generation so basically now it's just pre-populates the resolution note for you based on the information in the incident field so we're going to click resolve and now that this incident is resolved I should be able to create a knowledge article directly from the incident so I'm going to select the knowledge base in this case I only have one and uh we provide a couple different templates um the KCs template is for the knowledge centered service management uh methodology where itel agents are able to draft and potentially publish um knowledge articles themselves and then if you're not using the KCs format uh we we recommend you go with the standard one which is where a uh knowledge manager or Knowledge Management team would have to come in and create them themselves and the Agents cannot do that um in this case we're going to show off the KCs workflow so we're going to select KCs article HTML we're going to hit create article and you'll see this little popup do you want to use AI to draft this article yes I do do awesome please save me some time let's see what it comes up with so based on the information from the incident now assis has populated the issue field description as well as the resolution and that saves me the agent a bunch of time I don't need to start from scratch instead I can just come in review what nowal assist has provided me with make edits where necessary assuming everything is good she can go ahead and click save and also publish the article if she has the publishing rights um in my situation agent 2 is actually an L2 agent and so she does have rights to publish this article um so this makes it very easy for agents to address any potential gaps in the knowledge base and really quickly come up with a new article that that um talks about how to resolve a certain issue make that documentation and hopefully save a bunch of employees and a bunch of Agents a whole bunch of time going down the line um cool so that is the demo for prompt management as well as KB generation I'm going to hand it back over to Jeff now where he's going to give a quick demo of the new out of thebox llm powered VA top thanks Brian let me go ahead and share my screen here again all right can you see it looks good all right thanks okay so folks we've got these uh new now llm topics that were released in with our May release uh the 401 release and they they work in a really simplified way so these took some of the uh most frequently use now uh virtual agent topics from our nlu power virtual agent and publish them out of the box for the llm powered virtual agent um and there's a a handful of them here that we're going to demonstrate and I want to show you how to activate them they come in as a template so this escalate it ticket template D llm is one of them uh the template itself needs to be duplicated and activated for the Now assistant for for Now assistant virtual agent to leverage it so I'm going to show you how to do that and then we'll get into a quick demo of it um so I'm going to sorry I'm not going to delete it I'm going to click on it and again this is the templated topic the process to enable it is to duplicate it so I'm going to do that now and I'm going to just say escalate it ticket live test and I'm going to save it so now we have this new topic that's been created a standard topic type it's got the name I entered it's an llm power topic and it has this topic description that informs the llm exactly what it is supposed to do when this topic uh is in put the thing that needs to be done here is to check the box that has this available for the now for now assistant virtual agent for the for this assistant and that's really it Um this can be published and uh it'll it'll become available to your end users and let's see how that'll work now so I'm going to go through a a quick flow that demonstrates uh the use of some of these um topics you know that are available out of the box uh these will enable fast return on investment and a delightful customer experience because they're going to enable your requesters to leverage natural language uh as they're working with these uh uh outof the-box topics that you've enable so I'm going to start out as this requestor and I'm just going to say create a topic for RS token issue right just nice and conversational and here we go so it's been understood right this seems pretty pretty low test here I'm just going to indicate that the issue is of low priority and here we have this incident so um just like that we've leveraged this out of the box topic out of the box topic to create um an incident I'm going to go ahead and click on it here so it's going to open up the ticket itself for this RSA token issue and and we've got a new virtual agent topic here right next to it and I'm going to employ another uh outof thebox topic that's been enabled check ticket status all right and here we'll select it's going to give us an option between one of the requested items we've done and we've got a couple of open incidents so I'm going to select the incident itself and in in a real easy way it it provides me the update on on the uh ticket there's nothing new to see on it so I'm going to say that I want to enter a comment and that is just going to say any update on status now this isn't something that the llm is going to do anything with it's just an update that's going to be reflected in the ticket and you can see over here in the portal just like that that t that update's been reflected okay and then uh last item we're going to go into here is uh you know let's let's uh say that you know this is the next today we're going to do a Refresh on on this topic or within virtual agent and nothing's been done so I'm going to escalate the ticket so this is what we just were working on in the designer to escalate the ticket and we're going to say we're going to work on this for this RSA ticket and you can see it brings up it verifies a ticket and asks for a justification I'm going to say that I need this for a customer meeting and here we've got the note added and you can see too that the urgency was at a three and now it's at a two right you can see it's three here and it's been modified and that is how the escalate ticket status works again we've gone through three different uh now llm powered conversation topics uh that have been available out of the box and and they were so simple to go through I know this were there wasn't a lot that was exciting to see here but this is going to enable end users to to leverage natural language to work with virtual agent to resolve their issues faster and that's what I've got thanks Brian back to you we will be hosting future events similar to this uh this will be going on on a monthly Cadence so please remember to check back frequently into the live on service now portal uh we will be hosting additional events focus on enablement and um we hope to answer any questions you guys have around how to use how to turn on how to start getting value from now assist and and help you guys be successful thanks for joining everybody good job Brian thank you very much guys have a good rest of your day evening wherever you may be thanks all