let's get on with it thank you so much for joining today's fuel Your Enthusiasm how now assist for itm will supercharge your it service management webinar from live on service now during today's session you may hear some forward looking whoops sorry you may hear you may hear some forward-looking statements and oh and one other thing I wanted to share all right you may hear some forward-looking statements um anything that we talk about today that uh pertains to functionality that is not yet generally available represents a plan and not a promise so please act accordingly um I'm going to go ahead and post in the chat where you'll be able to find the in of today's webinar um and also let you know that today's webinar is a part of live on service now a curated event series to connect you with service now experts and peers that can help you to deploy your products and Achieve value faster we hope you join us again at another live um on service now webinar or 360 exchange event you can see the schedule by scanning the QR code here or using the link uh in the chat and Brian or guys if one of you guys can please uh add that in the chat that would be great um all right a little bit of housekeeping before we get going uh We've saved some time at the end for questions and answers but we have a Q&A uh capability for um you to leverage at the bottom of the screen along the way please go ahead and enter in your questions got an expert panel on the line today that will be able to respond quickly uh this presentation is being recorded and will be shared on the Community I just shared the link to that um where it'll be posted and then after the event you'll be prompted to fill out a short survey so we'd really appreciate your feedback um I'm real excited about the content we have to share today and and you know we want these uh hours that we get with you to be as valuable as they can so your candid feedback is very much appreciated um I'll start off with a quick set of introductions um my name is Jeff Fox I'm the one that's been speaking so far I'm a product man manager here at service now uh been working on our now assist product line for four five four months at this point uh but I've been with service now two and a half years uh really love working with customers talking about um our products how to get value from them uh how to use them and just to learn more about what you can do with them so I'm really excited to be here we've got a couple colleagues on the line as well Brian do you mind to introduce yourself please sure hey everyone uh my name is Brian you might have seen me on some other live on service now events if you joined them in the past uh similar to Jeff I'm also on the itm Gen team I've been on it since it first started late last year and I really excited to show off some of the capabilities today to you guys thanks Brian gok hey all um my name is Gokul N I am a principal product success manager within the itbu here in service now been with service now for more than 3 years um so looking forward to talking you and helping you through the now assist implementation process great thanks guys okay um and we've got Scott gamble on the line as well helping with Q&A so thanks so much Scott um sharing a couple resources here at the open we'll share this slide again and Brian if you can please copy some of these into the chat some of these links into the chat for folks uh want you to definitely pay attention to what we're going to be sharing today uh we have some new content to share and and also I got to ask for a little uh leeway you know we have some new content that we're sharing uh and I'm sharing it from a new computer in a new office so uh you know things seem to be pretty stable here but would appreciate a a little uh understanding if things go go off and in addition our demo will be on a new instance as well so uh I'm sure it's going to work out great though it's it's going to be it's it's going to be great so let's go ahead and move into this and we've got um you know some content that you may have seen before so I'm going to uh try to move through it as as quickly as as possible to get to some of the newer and more exciting stuff as well as the demo content and some of the new capabilities that we recently launched but as you may know you know we we at service now talk to customers on an everyday basis and we hear similar things from them around around the fact that increasing productivity while maintaining a good customer or sorry request or and user experience is is really Mission critical for them and most every customer has uh these needs surface as a mission critical objective in in one form or another and it's easy to understand why you know the challenges seem to be reasonably common across a lot of customers self-service content can be very limited it could be not engaging for users which can lead to um reduced Effectiveness and more tickets actually being generated and then when those tickets are generated for an agent to get up to speed on it they would typically need to review all the chat transcript uh if there is a chat transcript or reach out to the user to try to get up to speed and that that can be difficult and then if they need to find information or sh uh transfer that uh ticket to a second agent second agent may have the same amount of trouble getting up to speed they may review what the first agent did maybe even repeat some of some of that um uh content and then when they find a solution for a given issue what's recorded might not be very useful uh so it could be it could result in resolution notes that don't follow best practices and an inability to create knowledge articles that would not really improve the overall quality of service not help uh um address the question in the future and to address these you know we're really looking to to support these personas and would really appreciate hearing from folks in the audience about any other personas uh uh that you might like to see addressed if if any you know these are are very generic and depending on your industry you know you may call them different things but for the requestor we really want to support and for all of these we want to support leveraging best practices requesters we want see be able to leverage self-service uh to ultimately satisfy themselves satisfy their needs in a in a uh expedited way that is satisfying for them and results in a deflection of tickets to the extent possible for agents we want to see them process information get up to speed faster and then develop better documentation and now assis uh is really designed to help support that uh and then from an owner perspective we want to see return on investment and and overall low uh cost of ownership that's really driven through the speed of deploying analysis uh uh in the in the relative Simplicity that we're we're striving for to have this consumer grade experience um and let's just take a quick look at how this might be perceived in the field so I'm going to show an opport a typical flow here that may happen today where an employee is faced with a problem and there they look for an answer um online um and if they're not able to find it they may reach out to a live agent and the live agent may not be able to find any information to help but they they have to review the entire chat to understand it and then try to look for uh content to address that and if they can't find that content to satisfy the initial interaction they may um uh look for articles and and not find it because the content just doesn't exist today for them either and when they go to transfer the the second the tier 2 agent would also not benefit very much from the notes that are shared along with the initial incident uh so they've got to go back and review everything and and make sure that they understand what the question is so that they can provide uh a good response and then when it comes when that response is provided in and resolution is is is achieved they may or may not provide useful resolution notes and depending on what's what's there uh knowledge articles may not be able to be generated based on that uh however using now assist we see a different experience right right off the bat if an employee is not able or requestor is not able to find the information that they're looking for uh and they initiate a chat the chat is summarized by now assist and so the agent's able to get up to speed very quickly um through chat summarization and with incident summarization the tier 2 agent is able to see and have much better context and review the chat summary as well to to get up to speed faster and better understand what's what's needed and when the resolution is completed now assist generates the resolution notes itself and there's a capability to develop a knowledge article based on the content that's in the case and that provides better content back to the original agent so if they're faced with this issue again they'll be able to to uh address without sending it on to a tier 2 agent keeping cost down and ultimately the employee will be able to find that answer themselves so that's really the vision for what we're trying to do with NIS for itm and you know through it all uh now assis really is designed to drive self-service reduce the over overall time to uh resolve meantime to resolve an incident with better service quality that provides better experiences to requesters and agents as well as owners and and lowers the overall total cost of ownership um okay so from a self-service perspective I just want to take a couple of minutes to dive into what we're really talking about here um the requestor self-service capabilities delivered by analysis for itsm are very invaluable the more engaging the content the more likely a requestor is to get the answers that they're seeking or complete the work that they're going to do and without creating a ticket and this is really provides an excellent experience for the enduser requester and a great result for the business uh and the kicker is that now assist uh Solutions can be deployed in minutes all right and from an agent productivity perspective on now assis just to to dig into this one a little bit deeper driving productivity for the agent experience is Paramount reducing the meantime to resolve improving service quality providing uh excellent experience and low total cost of ownership you say yes to it all uh your system's content would inform the agent while resol and and the employee or requestor while the resolution notes and knowledge article Generations would be generated by analysis um and this summarized content leads to fewer missteps and It All Leads to a better experience for the agent the relative ease of configuration caps off this benefit uh from analysis for HSM in terms of agent productivity and so overall when we look at how service now we look at service now's approach to generative AI it's really based on our our trusted in um infrastructure with the the level of security that we've already baked into it that as customers you may already know well it's all based on your own data and um integrated into the platform um now and in the future you'll be able to Leverage The now llm as well as start to bring your own llm uh the knowledge just Builds on top of itself and we really are looking to Leverage The the best llm for for the purpose so you'll see the now llm as well as additional now llm Services uh that we'll be talking about more in future sessions but we're trying to expand the capabilities to provide the right service for the right application and this is where we'd really like to hear back from you so if you can let us know either in the chat today or in um in the survey that would be great you know the more feedback we can get the the better products we'll be able to build and this all uh goes to provide better experiences for your requesters your agents and uh admins so this is service now's approach to generative Ai and just want to you know underscore the fact that from the initial request through the presentation of generated responses you can trust nysis and the service now platform to deliver results with peace of mind so um with that I just want to show real quick how we baked um generative AI into the platform and into analys into itsm in general you know and ever ever since chat GPT uh debuted in in 2022 we've been thinking hard about how to leverage this technology we found that all of our workflows can stand a benefit so that we've been waving weaving this capability into the fabric of the platform and when you when you start from the core here you know for for now now assist for itsm and you move into the platform you're you're able to leverage now uh now assist in generative AI all the way across so it really um leverages uh the cap abilities of interpreting data and generating uh responses uh throughout um and when you get started with itsm uh you know leveraging incident and problem management and change all the way through the cycle here on the left um under itm standard um as you start to build your foundation and add you can add more data in analytics and that's where itsm pro and pro plus which let which includes now assist really come into play so when you're leveraging virtual agent um you're documenting tasks uh to get a release out uh you can start to include not just it but all of your deliverables around uh all of your teams around legal security marketing and marketing Etc you can start to manage your vendor performance you can leverage Dynamic translation and and as you get all the way through and you're you're really gaining maximum value from the platform you can uh expand into Enterprise to um either as an add-on or not to um get more value in terms of the uh process mining to understand why scores are the way that they are uh across your entire platform and then also leverage the value of our Workforce optimization solution so there's more that we're adding all the time and I got to tell you the pace of innovation is is really extreme uh one of the things to to call out is the fact that it's important to stay up toate on your service now versioning uh because as we are developing more capabilities leveraging now at CIS the they all require the one of the latest version of service now so really want to see folks uh see customers start to uh adopt the latest version in order to take advantage of the latest capabilities um so I'll pause right there and uh sorry I know that was a Fair bit I'm I'm about ready to get into the demo but I'm wondering uh Brian go are there any questions that have come into the chat you want to speak to um no I think we're good Jeff you can go ahead and uh dive into the demo all right so thank you um okay so what I'd like to do guys is show you a little bit about how now assist uh works in your uh can be leveraged and get some feed back on on the capabilities so you may have seen this before but I'm going to start out here as an employee and I'm just going to say what is spam and I'm logged in today as Joe employee um so he's in uh employee Center this is service now as employee facing front end um and one of the things that's really useful about now assist and AI search which is what we're looking at here is that it goes in indexes your uh knowledge articles and catalog items and uh when when a query is put in uh it it finds the article that provides the the best answer and puts that in front of our llm to generate an actual response so instead of seeing a summary uh Joe is presented with an answer here he ask what is spam and and this is an actual summary uh I'm sorry an actual answer uh that speaks to what spam is um you know so he he doesn't have to go in and search the article he could if he wants and the link is right here but this is a real timesaver and one of the it items that we find of of Great Value um and so this is where I'd like Brian if we could roll the first poll question um this is where we'd really like to understand you know we've got this is is a use case and folks we'd really like to understand if you have use cases that you think now assist in AI search may be really valuable for this is a good opportunity for us to to hear your feedback and uh understand where um where you think this capability may be useful for you and it might help us make some improvements on it so please take a moment go ahead and and enter in where you think this uh may be useful um and we'll just give a moment for folks to to chime in all right thank you I'm goingon to go ahead and proceed please let's leave that poll going for until we start up the next one Brian I'm going to go ahead now and we're going to look at Now assistant virtual agent uh so I'm gonna come in here as Joe and I've got a handful of questions that that I'd like to work on the first is I've just got a general question can I expense WiFi on a plane right he's uh going to travel he knows he wants to get some work done and he'd really like an answer to this question all right so here I should call out this is uh content this is functionality within virtual agent that is uh just released in in the June release um where we have this Carousel but basically you can see that according to this travel and expense reimbursement policy a airplane Wi-Fi is an expense that can be reimbursed for work related travel so again uh instead of having to go in and and find a policy and look into it and you know then interpret it uh Joe's able to just ask a question and get a quick and easy answer right so pretty good pretty good result there um after that Joe's got another uh query right and I'm gonna share uh I'm gonna check ticket status is what I'm going to do this is leveraging an out-of-the-box llm power topic that was released in May and so what we'll see here is Joe used natural language to ask about checking the ticket status now he's got a whole lot of tickets here that we have in this demo environment but I'm going to select this one and he didn't have this was something that just was available out of the box literally took less than a minute to get set up and you can see here that he's able to see the latest comments and he can even add a comment and I'm gonna go I'm gonna go to this just to try to make it a little bit more interesting oh shoot that didn't work exactly like I wanted so I'm going to go ahead and and uh I'm G to enter a comment uh say update on this case and what we'll do is we'll just go into Joe's request to get a look at this so this is that same request and you can see here where he was able to um ask about the update on the case it actually went into the record and um that was all due to the now to the outof thebox llm powered topic right so pretty cool uh last up we're gonna uh have Joe try to uh leverage a service catalog item through virtual agent so I'm going to bring up Miro and it is a service catalog item where he can come in and request this application it only requires a business justification so I'm just going to paste this in he's going to come into virtual agent and rather than having to work through uh this if if this is uh again if he was on employees Center this would be easy enough to go through but he doesn't actually have to this is just for illustrative purposes so I'm going to say I need Meo to complete a customer feedback session right this is a relatively natural language way to go in uh he's gonna go ahead and with virtual agent now system virtual agent has found the mirro catalog item so he's going to initiate this request and I'm going to say yes and you can see here the business justification is already entered in so it didn't have to ask him this this question if he didn't put anything in and just said Meo and went into the request then then he would have been prompted to enter into a bu business justification so I'm going to go ahead and submit this and I'm going to bypass that in an attachment all right and there's the request so just like that all using natural language so now Brian if we could roll the second poll question would really like to hear from the audience about you know we we went through and we oh that's actually the wrong question I think Brian can we go back to and enroll question two there we go thank you sir um we use now assist in Virtual agent and we just did three things really quickly right we we used now assist and AI search through virtual agent to find an answer to can I expense Wi-Fi we use the outof the-box topic to check a ticket status and we were able to put a comment in on it and we also did a conversational service catalog item so those are what we just showed using Now assistant virtual agent would really like to understand from the audience if there's any additional use cases for your business for your organization how would this be most useful for you so please take take a moment to enter in a couple of use cases all right while that's going thank you folks I'm going to go ahead and proceed on to chat summarization so I'm gonna let start out here and now system virtual agent one more time and I'm going to ask for the data analys pack in XL so this is a use case that we leverage where a oh let me just double check sorry to to show behind the curtain here so much all right so unfortunately I'm gonna have to do a quick umh cleanup here to get back into my um instance so bear with me I'm G to fact I'm going to pause the share so if you could please take a moment to write the um response to the prior poll question I think there's a lot there also guys while I'm doing this if there's additional um questions in the chat that you want to speak to or questions in Q&A this would probably be a good time Brian are there any other questions there yeah we just got a question that came in asking why is the chat in instantly terminated after an action is concluded uh why sorry man um uh why is a chat instantly terminated after an action is concluded it's a good question I uh let's see here goo I'm actually wondering if you can speak to that I I would need to I believe uh dig into it a little bit more what I do know is we have some fallback mechanisms uh if if a chat is not completed successfully but I believe that interaction was successfully done um and there was nothing else um from the VA perspective to do but gok can you can you um comment on that please yeah talk with the virtual agent right just to make sure yeah yeah okay so we do have fallback mechanisms uh so you'll have to go back and look at that particular instance if there is a fallback already configured now as part of the configuration of the virtual agent you can go into chat experience and add your fallback as whether you want a search fallback or um um like for instance if you want to go to a survey question or anything else so you can configure those as well like your traditional VA if you if you have experience with that now in this case um um I didn't specifically see what was the response but I I would be the case that the response was already provided and uh the fallback is not configured and that's why it concluded but uh technically you can configure that it's not a big deal thank you all right anything else Brian uh there's another one is there a separate charge for next experience on itsm as well as separate charge for next experience on HR I think by next experience Jason you might be referring to now assist um in which case the answer is yes now assist for itsm is a separate skew as well as now assist for HR is also a separate skew that you would need to purchase right but for next experience it's comes with any standard sub it comes with a standard subscription does it not we want customers to be on the next experience yes next experience refers to our workspaces like s so and that's that's no additional up charge if you have itsm you should have all the next experience um you should have access to all the next experience issues all right okay uh thanks I'm gonna I'm ready to proceed here guys so if we can kind of come back to where where we were originally uh I had asked about the data analysis pack in Excel right this is a situation where Joe uh needs this pack to conduct some statistical analysis he's not able to find it so uh this answer around big data is obviously not what he wants to see so I'm just going to click see something uh that that we need something else and I'm going to go to chat with a live agent all right and here's where we bring in our live agent David what I'd really like to share at this point is the fact that David is this tier one agent he's coming in to see what uh this this user needs and instead of having to read through what could have been a longer chat uh uh transcript he's presented by this chat summary by now assist uh he's able to quickly see that the requestor started this conversation asking asked about the data analysis pack information was provided but Joe wanted to see more and you know he goes through this and it takes you know mere moments to read through a set of bullets uh instead of having to scroll through the entire thing so if we could run our next poll uh I believe it would be number three here Brian we'd like to understand from customers you know this was a very simple use case where we talked about the data analysis pack and Excel uh yeah number three perfect thank you um but this could be anything and and for your own business we'd like to understand more of the use cases that you might uh see as useful uh for this particular capability around chat summarization the same thing could also be leveraged in transferring this uh incident from one uh uh from the virtual agent to the live agent it could also be used between this agent and another agent um all right so please do let us know I am now going to bring in another uh agent uh this is AEL and he's got a set of tasks that are assigned to him set of incidents rather um one of them is this uh incident that where uh a user Joe cannot connect to excel this was what we saw quite a bit of uh on the prior uh when we when we used the outof thebox topic to check the ticket status so here um what we'll see is if ael's going to come in say that he is new to the case he can come in and leverage instant summarization right off the bat to get up to speed without having to go through this entire length of activity so we'll click on summarize and we see here that a succinct summary is put together with the issue key actions taken um as well as service level agreement and affected CIS so what I'd like to call out here is that the incident summarization we've added uh additional uh prompt management capabilities with the May release so we're adding this is the first iteration of customization of the incident summary itself uh you can imagine uh the possibilities here you know based on what your organization finds valuable based on incident data uh you're you're going to be able to add a a limited series of headers based on the May release and as we go through August we'll be opening opening this up even more but but you can look at the impacted um and and affected uh configuration items you could also add in child incidents you know are there any child incidents for this case to give your agent the most uh useful background to help them proceed a case through to closure so um hope that's useful in terms of seeing the power of incident summarization rather than uh the uh agent having to scroll through so with that uh Brian can we move on to um poll question number four St uh number four please there we go same same drill here that we used a really simple use case here where we just showed a summary uh showing a handful of um items from the incident itself let us know what would be useful for you share what a use case might might look like and uh we'll see what the high Runners are what'll help the most people and and and uh share the feedback within our team to to try to meet your use case more specifically okay so on the same incident uh I'm just G gonna mark it as resolved right there may or may not be more content but within the context of this there's been a lot of back and forth with another agent we're just going to go ahead and Mark this resolved and here you can see now assist is generating resolution noes uh this isn't anything that AEL had to do now IST went in um to the to the U Notes of the case in the content of the incident and generated this uh set of resolution notes so I'm just going to indicate solution provided and resolve this case uh so now our case is resolved I'm go ahead and save it and this is where Brian if we could go ahead and move on I appreciate the people who provided response says if we could move to poll question five would like to see from your perspective what are the use cases that you might see around resolution notes are there any bits of functionality that may be of interest to you or your organization right and then uh finally the the last part of the demo here I'm going to go ahead and create knowledge now I don't think we've shared this in too many of our prior webinars this is another capability that came out in in um our May release we've had it in Innovation Labs but it's it's generally available now with our Washington patch 3 which which does uh constitute to May release so I'm going to go through and uh create a knowledge-based article based on the content in this incident uh the way that this um um instance is set up it just has one knowledge base on to choose that we have the ability to leverage either a standard template or the KCs template uh for Simplicity here I'm just going to leverage standard but if you have a knowledge centered service template that you might leverage and you have this solution from service now you could uh leverage now assist to generate the article and and this is how it works so you're presented with a modal where you can either write the knowledge article yourself and and in this case I think an agent could also propose it uh otherwise a knowledge manager could come into the incident and um follow the same process knowledge article generation is in the incident within s so to and within classic UI today it is not in the knowledge um uh module yet um so I believe that's on the road map but for today this is in in the incident itself and I'm going to go ahead and click to to draft the article all right so you can see see here the llm took the content that was in the case and just wrote this article it changes uh from time to time you know if you if I ran this uh same request again it might have a slightly different format but this is a great starting point for your agent or for your knowledge writer to have uh uh the content put together this could save 10 to 30 minutes maybe even more uh based on what uh uh they would do to to write an article so I'm going to go ahead and save this and I'm going to publish it and just to give you an idea for what we can do here back to incident it's this one right here so this is marked as um completed now but here's that article so if Joe got this case for somebody else he'd be able to go in search for unable to connect to VPN due to missing software and he'd be able to review this article and potentially triage that case um and I should have probably you know highlighted the fact that the short description uh was automatically added this could have been um updated as well it's published now but um in in any case we've gone through a lot of the content some of the new items new highlight items for the May release as well as some of the core functionality of nysis for itsm so that's where the demo ends um oh actually Brian can we run the last poll question would really like to understand you know we looked at knowledge art article generation just now we we did this can't connect to VPN uh case and it developed this article please let us know what uh what use cases you might have you know specifically for your business is what do you think would be a good use case for this knowledge article generation capability and with that I'm gonna stop sharing or stop the demo and we'll proceed questions great and I'll go ahead and pause here Brian are there questions in the chat or Q&A that uh we should be addressing before we move on we just got a question around creating knowledge articles based on a cluster of incidents and uh that is on our road map um that should be coming in August uh basically you'll be able to create a knowledge article from a group of similar incidents than and we have one more are there any plans in the works to use article generation for existing KBS already in place trying to get everything in the same standard format do you want to take that one Jeff yeah that that's on the road map as well I believe it's in Q4 if I'm not mistaken but we definitely want to be able to reduce redundancy of article maybe articles that address the same uh question as well as be able to uh improve the writing of existing articles so yes that's on the road map also I should that's a good opportunity to mention at the end of this session you'll get a survey and on question six there's the ability to enter in anything and we're going to offer some roadmap sessions so please if you're interested in knowing more about the roadmap add your information your name and email address your company name uh into that survey and we we'll follow up with you to run a a roadmap session where you'll be able to see more details about what's coming all right um other questions Brian uh yes okay so one question from Mark one thing that we have noticed in case summarization is a lot of issues are simple types of fixes so summarization can't provide anything the new items might improve this but wondered if summarization is something that could run upon opening rather than having agents selected I'd like to hear from a couple of our panelists I know that it would consume an assist if if we did that I I'm presuming it might be possible to do it but I think that it is a manual button click at this point um because there's a limited number of or there it would count as an assist which could potentially have a cost yeah I think that's it Jeff I think you know we're trying to be cognizant of using the assists right and um if you automatically summarize every incident if you're a high volume customer you could burn through those quite quickly so the UI click is a way to be you know economical with those assists thanks SC no I think having having said that like in case of case summarize uh sorry chat summarization we provide an option to toggle whether the summarization needs to be available upon opening the chat we could possibly think something like that but it's a great feedback right something for us to think and discuss with the product yeah I'm wondering too we had a conditional visibility item that actually launched I'm not sure if I have a slide on it in this deck I don't see it um but you can where where we had when we launched and and up until May there was um no ability to indicate when a skill would show up there is more customization around that that now so if you're on Washington patch 3 that is something when you're going through and configuring your skills that you can um configure okay uh another question just came in will the summarization include suggestions about existing incidents or problem tickets reported or a similar issue love that um I don't don't think it will address other existing incidents today let me pause there gok is that right it will it will report child incidents and um I think problems as well in the summarization if it's linked to that incident record um but it will not be able to search the entire database or table of of existing incidents and ID identify which ones seem to be similar from the one that you're already looking at yeah that said I've heard this problem detection feedback before and that's something that we've got on the road map I think we're we're more focused on um service resilience and change management at the moment but moving into problem I think is an area that we've uh got uh got the team focused on because we've I've heard it from a couple of customers at this point page so really appreciate that bit of feedback um I I think the answer to that is no today but uh to be on the road map bet yeah I think I I wanted to talk a little bit about that right so I saw another question on similarity as well so currently the concept of similarity is based on uh intelligence which is traditionally it's productive intelligence and now we have the product task intelligence which is available for the agent so they'll be able to look at what is a similar and probably a similar problem to the question that page you asked um and the summarization is technically on on certain fields that we are already available and right now it's getting extended with prompt configurability including child incidents and things like that I think it's an interesting concept of trying to uh mix the summarization piece with the similarity piece it's more like the the recommendations is recommendation available through summarization right uh we currently it's two different concepts so so I think it's there's some kind of brainstorming required whether it would be really valuable because we already have that available as part of recommended actions on the site panel for the agents uh so does it really provide value if you try to kind of mix the recommendations into summarization so so good good discussion I think something for us to take back and discuss uh but we have to be cognizant of the fact that the agent should shouldn't get overwhelm with a lot of information there as well so it's a great question there though yeah I think we could do a whole webinar on this as well right because you've got two other vectors come to mind as well like AI Ops so you know detecting that stuff through the existing cmvb and the stuff you've got going on but also you know emerging products like our digital experience management solution you know Dex where you're taking all these different areas and looking at creating patterns and recognizing them so so I think you know we need to look at all three of those vectors and decide what one works best for an all at the time and it's all exciting stuff that we need to think about all right and another question around um change so if you do a specific sorry if you do a search for a specific change request can now assist provide links to any incidents problems or release management requests uh okay so this is a great question thank you uh Stan so change management is a topic that we will hit hard and heavy in the August release and then again in November um so again Safe Harbor on this but we're really focused on uh for the developer to be able to stay where they're at and have now assist generate the help to generate the change request so it would um pull together all the data that is is available that would include the incident and the problem and and help generate the change request itself it would then be editable and config you know updatable by the developer so that they could um have the change be as tidy and and accurate as needed but now but what we're looking around at um that if you join a road map session you'll be able to see more on is is to support that change uh summary think um just just to add to that as well Stan if I'm getting the question right I think you're talking about relevant links to that particular change I think as part of the change management process today without now assist if you uh link a service to that change you can do a a check against the services to check for conflicts and that kind of stuff and it will bring you up related incidents and and requests and things like that not requests but it'll bring up related incidents and changes Etc so there's already stuff built into the tool without analysis that deals with those kind of things so if we haven't answered the question right feel free to put it in the chat and we can work on that but I think that's it um there's another one that's in uh from an attendee that says if I'm an employee via the employee Center is creating a request can now assist show potential articles while the employee is typing um I wanted to bring that one out to the panel because it sounds similar to a question we had previously which is you know we don't provide those results as the customers as the employee sorry is typing however you know on submit you'll get that genius result again I'm guessing that's probably down to the fact fact that you know that would consume an assist again um so um just like to get the views of the panel on that one yeah to show something while the employee is typing I mean I what I've seen and what we showed in the demo here was that uh you know multiple options can be presented it was on the carousel on the one that we just had because it's again on the the June release but those uh would be presented serially on on prior releases um yeah that's a use case I haven't heard yet and and Scott I definitely agree with you you know the potential drawbacks of it but but I don't know that it couldn't be done so I would I would argue that when an employee is typing for a request it should be the catalog item that's available rather than the knowledge article but yes knowledge article could help um yeah I mean not to Scot's Point not it's not available while somebody's typing like I think you're referring to if you somebody's typing uh to create an incident then it'll provide related knowledge articles right so um although I think um earlier in the VA process we had come up with an option where let's say if somebody is in a uh is clicked on an article for examp S clicked on a catalog item for example a laptop or something and then uh opens up the VA the VA would identify that the person is trying to it's basically context based virtual agent uh where it will identify that the person is trying to order for a laptop and request Um send a prompt asking if they want to order that laptop so slight help there from a virtual agent standpoint which I believe it'll be replicated from an llm standpoint as well again a good use case to think of here all right we have one more question in the Q&A Q from Joshua will the KV article generation features see or reference existing articles that cover a similar topic and Scott I see you started typing an answer maybe you want to just take it live yeah I think s working on right we've already kind of highlighted earlier in in in the session that we're looking for ways not only to generate new knowledge but to responsibly manage that knowledge that we generate so um you know it's something that we're all working on as a team anything you want to add Brian no I think that that covers it pretty well um all right I think we've cleared the queue so if anybody has any other questions please feel free to put it in the chat or in the Q&A box in the zoom and uh we will get to your question once it comes up yeah hey um in a couple minutes we have left I did want to go back to the question on change management uh one of the road map items we have I believe for the uh November release is is exactly that it would be leveraging analysis panel to share more it's you know it's relatively Limited in what the analysis panel does today nothing that's beyond what's inside the um incident but in the future it's going to be much more conversational and one of the things you'll be able to do is ask questions about the testing about conflicts those things will be brought up uh through through the panel and um so in this case you can see that it it provided a summary which which of course you can do in the in the incident but one of the items that's coming up uh in the back half of the year I believe it's targeted for Q4 now um I did want to highlight one or two other things so we've got some capabilities I just wanted to show from an owner perspective that we have this uh simplified virtual agent setup and these llm topics that that can be created if you're leveraging virtual agent or even if you haven't yet the process with the now the llm powered VA is much more simple than what we had with the nlu power virtual agent we've got a topic migration capability that launched in in may we didn't go through that today but I believe it's addressed in some of the platform uh webinars that have been done um so you can TR you can move from the nlu powered virtual agent over to the llm powered VA um and it makes developing custom topics much more simple um so again quicker time to value and a better experience um and another thing from an owner perspective I wanted to share was about the outof the- boox topics that we uh showed earlier today I did the one around checking ticket status there's a handful of other topics that you can leverage uh out of the box that are some of the most common nlu powered topics uh that we've made available out of the box for the um U llm power virtual agent um see here a couple of other highlights um from an admin perspective um when you go to configure The Prompt management it is just a feature within incident summarization so you'll learn how to do it when you get into the product docs but we showed how you could have more configuration inside of the incident summary and it's done within that skill technically you would need to I believe make a copy of the skill you can do now um and then you can configure and customize the uh prompts and the headers that are shown from the the tables that you want to see uh there in and again that's uh it's kind of a V1 right now one of the other items I wanted to share is is around the conversational catalog overview uh this came out with Washington I believe back in February but it's important to show how we we went through a conversational catalog item today not every catalog item that you might have today in your service catalog is conversational but you can see which ones are and which ones aren't uh by going to this conversational catalog overview within your instance if you're on Washington um so that'll be really helpful you'll be able to prioritize if if you want to see conversational catalog items presented in Virtual agent you can prioritize those to be migrated and uh amended as needed to be conversation so hope that's useful I see we're we're just about to the end here so um if there's no other questions I I'd love to take any other questions or comments we have from the audience um but oh and and I did have a couple of other things so we we shared uh these helpful resources uh they were shared in the chat earlier they will be in the deck just have them in here a second time if you want to participate in a roadmap session for analysis for itsm please respond to the survey that you'll see when you log out of today's session and um there's uh some additional enablement content I just took a a little bit of it here but we've got um a bunch of articles that are on the community I believe that that was already shared if if you looked at any of the Articles we already shared you you'll be in the community um there's also some analysis learning and highly recommend that you or your you share this with anybody who's going to be doing any implementation work uh on your instance um and I believe I have that link right right here so I'm going to post that in the chat whoops it's a new system is a little bit more touchy so that's the boot camp uh highly recommend you go that route if you want to learn more about implementing now assist and then there's some additional events this is the same um uh link I think we shared earlier if you want to see what's what else is coming for now assist Brian are there any other events specifically you want to call out uh we do have have one on Wednesday this upcoming Wednesday that will be focused on getting enabled and we're going to dive a little bit deeper into how to actually turn on and configure now assist in Virtual agent so if you have any interest in learning more about Now assistant virtual agent we do recommend you sign up for that event again that's this upcoming Wednesday I believe at let me just double check at uh 10 a.m. pafic time all right hey Brian is that a live on service now event that is yes um post number six again so we complete the survey for our info when you close out of the webinar you will be presented with the survey so look for it as soon as you you uh log out and with that we're at time thank you guys very much I really appreciate the panel Brian gokl