okay about three minutes in uh sio thanks if let's go ahead and um oh one thing I wanted to add for the group was that we have today's webinar uh will be posted I just shared in the chat the page that uh the the video and today's presentation will be posted to um and before we get going too far we may be speaking today about some forward-looking statements so this Safe Harbor notice is to let everybody know that anything that's not currently generally available that we speak about represents a plan and not a promise and purchase decisions should only be made on things that are currently GA let's proceed on to the next one please sio thank you so much today's session is a part of the live on service now curated event series it's designed to connect you with service now experts and peers that can help you deploy your products and Achieve value faster we hope you'll join us again at another webinar or 360 exchange event uh you can see the schedule by scanning the QR code here uh it was up or I will put the link to other sessions in the chat okay if we go back please sibo um a little bit of housekeeping to go through for today's session we'll have time for Q&A um at the end but if you have questions that come up uh during the presentation please Leverage The Q&A button at the bottom of the screen and we'll do our best to answer questions along the way and we'll bring things up for discussion uh as needed uh this session will be recorded and shared on the community I've already shared the link to that uh page and then um after the session today you'll be prompted to fill out a survey please complete the survey and let us know what you think and what you'd like to see done better and other content you may like to see around uh now assist for itm um and sibo if you if you could go on that maybe it's a good segue to talk about some of the feedback we got from our last session uh we had a webinar back on uh June the 20th around some of our new May content and we had a um a good number of people respond to the survey and some of the um comments are indicated here around the request for for more examples and better in depth demos uh dependencies on VA and knowledge and best practices for deployment things around the road map and uh agent assist use cases ways to uh reduce ticket volume and ways uh use cases to improve the employee experience the IND user experience so we really appreciate that and uh we we've heard you and one thing I did want to mention before I go to fars in the survey at the end of the session if you are interested in learning more about our road map uh we will talk about a specific portion of it here today but if you're interested in learning more please add your um email address and let us know that you want to see more about the road map and we'll send um we'll connect with you offline and we'll have a a more dedicated session to flush it out show some more demonstrations and and talk in more depth around what we're going to what um is included in analysis for itm roadmap um and you know as as part of hearing this request for more depth uh I'm excited to start to introduce our participants on the panel for today uh I'll do a quick introduction for myself but one of the things I wanted to talk about was how delighted I am to to welcome sibo uh to the call today she's an expert on our now llm and has done a ton of work in our knowledge article generation capabilities and so she'll be uh doing a deep dive session today um uh in just a couple of minutes um so I'll let her introduce herself I've been speaking my name is Jeff Fox I'm a product manager here at service now and really enjoy uh speaking to audiences about how to get more value out of their service now products and learn more about what they can do with them so I'm I'm really glad to be here seeo please let me pass over to you to do a introduction yeah sure hi everyone I'm stebo I've been with service now for about three years and I'm a product manager on the now llm team so I primarily work on improving the quality of our model making sure that it meets all of the geni use cases that our customers need and I'm excited to talk to you guys today about one of those features awesome thanks and we've got Goku on the line um Goku you want to do an intro please sure uh hi everyone this is go I'm a principal product success manager within the itm business unit and service now I've been with service now for um three and a half years right now and uh looking forward uh to have a conversation with all of you and uh my part of the job is to help customers like you adopt our newest products like now right TSM and looking forward for this discussion thank you thanks go and we don't have a picture up here but I'm really happy to have a pexa Deval on the line with us today as well aexa can you please uh do a quick introduction introduce yourself to the audience sure glad to be here hello everyone this is AA deil I'm with service now for more than five and a half years and uh glad to be part of the aim MLM gen Journey now's Journey from the very start which is I think more than one year now and here specifically in this webinar is to learn from you your experiences your feedback so that we can take it back and accommodate it if possible thank you indeed yeah thanks really appreciate you being on and uh looking forward to having you present on a upcoming session hopefully so please check back folks to uh hear more from aexa okay so without further Ado thank thanks everybody uh for introducing yourselves if we can move on yeah we've got a handful of helpful resources I'll be dropping these uh links to these resources into the chat um but as we talk about analysis capabilities we've got a a host of U documents within our community that uh are available for you to learn more about how to implement learn more about our capabilities and how to implement them in your own instance so I want to make sure that these are available and that you check them out and again we'll get those posted into the chat before we leave also wanted to uh mention for those of you who are currently using now assist and even if you're not our August release is coming out next week it's targeting on August 1st and you know we're really moving fast on the generative AI content that we're putting out and as a result we really ask that uh customers stay up to date on their service now releases um the it's important that you stay up to date datee so that you can take advantage of some of the latest and greatest capabilities what we're going to look at today a lot of it came out in the May release and so you would need to be on our Washington patch 3 or or patch four that came out since then uh to take advantage of them so please be on a lookout and uh stay up to date on your releases okay um let's move in into a little bit on our solution uh in terms of what we're doing with now assis for itsm and as you folks on the line might know you know we're really looking to address the increase of productivity while maintaining an exceptional user experience as we talked to hundreds and thousands of customers this issue is Mission critical uh in terms of being able to keep their users produ and and deliver a good experience and so you know we even saw some of that in the survey content that came out earlier this is our our um you know sole Focus within itsm and when we look at some of the challenges that folks are seeing we can move to the next slide please uh you know we understand that there's a lot of content out there but it may not be easy to access and it might not be uh in a format that people can really take good advantage of or the the content itself might not uh exist and so the issue of having limited self-service content or content that's not as engaging really leads to reduced Effectiveness for employees and then when it comes to getting uh agents up to speed to try to solve problems sometimes this information can be really difficult to come across uh in terms of them being able to resolve issues and when an issue comes up for them to be able to understand what a what a requestor is looking for and so to get up to speed can take extra time and really drive down the quality the overall experience and then finally we find that steps and solutions are often not documented whenever items get passed from One agent say to from a tier one to a tier two agent or Beyond a lot of times what's been done just isn't being documented and uh that can cause more time insert more time into the process um and the lack of documentation also makes it difficult for uh new knowledge um articles to be generated and so these are all areas that we're trying to address through what we're doing with now assis for itm we can move on to the next slide please we're really targeting uh you know a handful of personas um you know primarily the request you know we want them to be able to selfs serve and find content that is engaging that answers their questions and allows them to move on about their day we want agents to be able to get up to speed and process information quickly and take good notes so that the overall process and the quality of service as a whole becomes more of a team sport where F where um the team trusts the content that is in the system and is able to move more quickly and then we also want to drive greater uh return on investment for the owner by making it easy to deploy our Solutions and to see the organization start to leverage them faster so this all should really drive the adherence to best practices in in terms of driving self-service reading transcripts documenting notes and generating new knowledge so this is uh a lot of what we're looking to drive within now assist we've got a quick use case I'd like to run through and then and then we'll turn it over to um sibo um sibo if we could drive through you know we've got a handful of use case or a a simple use case that we can drive here that really starts out with an employee who's trying to selfs serve but is not finding the information that they want and so they move on to open up a case within virtual agent and they go to hand off the agent is forced to read a transcript which you know takes some mental energy and you know with the the amount of work on on the plate today trying to drive efficiency this this can um make things difficult and then when they go to look for content to support it just might not exist whenever they go to transfer the incident to the level two agent um sometimes there's not enough background in terms of what they've tried already and so there may be redundancy for the agent to it may take time for the agent to come up to speed and and then may try some of the things that have already been done if if that's not already been documented and finally when the incident is resolved a lot of times the notes that we see today just aren't helpful and even if a knowledge Gap is reported there may not be enough information in the case to to for knowledge um U manager to be able to write up a a useful knowledge article and this is where now assist really uh helps improve things and so if we move to the next slide we could see where if an employee happens to go in and find that uh information isn't there when the agent uh picks up the case they're able to see a summary without scrolling of what the what the requestor is looking for in what they've tried and then whenever they go to look for um sorry whenever they go to transfer the incident they uh the summary of what's been tried already is shared with the next agent so they're able to get up to speed faster and really focused on a solution and then once they do find a solution and resolve the incident the resolution notes are generated for them automatically so they don't have to go through and try to synthesize something the system does it for them and we're able to now Drive the generation of an actual knowledge article and with that the tier one agent is able to find that knowledge the next time so whenever a request comes in if we could Advance one more time that knowledge is available for them and it even goes all the way back to the requestor so that if they go to try to selfs serve the next time they'll be able to potentially see that knowledge themselves and that case will be deflected uh so that's a lot of the value and the reason why we've generated analysis for itsn we can move to the next slide please right we're really driving to increase self-service for your requesters reduce the meantime to resolve for your organization improve the overall level of service quality and drive a really a better experience across the board that does drive down the total cost of ownership and that's uh just for now we'll have more to talk about next month uh in in terms of the value that NYS drives so um with that uh there's a a couple things I think just to dig into the selfservice that uh we it now assist for itm drives um it drives more engaging content it drives a much better experience and and again like I say Solutions are going to be deployed uh much more expeditiously so it's not going to take um a project in a significant amount of time to get some of these capabilities out and adding value to your organization that's it from a self-service side and then when we look into the agent productivity side of things um we're really driving down the meantime to resolve we trying to as I say earlier deflect more cases overall quality is improved right this is more of a team sport where the information that is in the system becomes more trustworthy and it drives a better experience and again you know similar to what we said for the employee experiences the total cost of ownership and the overhead it takes to drive some of these capabilities out is much lower so um see here terms of the best model for the job you know this is the approach that service now is taking where we are um enabling uh customers to in some cases leverage their their own model to enable a generative AI skill and we're also developing our own both with the now llm as well as now l M Services where we're managing uh with external uh llms to provide the best model for the job um there's a ton of benefits to the approach that service now is taking we're not just repurposing uh open AI we're developing our own llm that is U developing into the best of breed so that we can um address the problems of an IT service organization uh better than anyone um let's see and we've you know I'll just suffice it to say briefly that as generative AI has come into the uh existence today and over the past couple of years we've really uh looked hard to see where we could improve the platform itself and drive generative AI across all of um service now's workflows and so when we look across itm uh we really are trying to enable our customers to uh leverage the benefit of Genera generative Ai and regardless of where you're at with your service now Journey whether you're just getting started building a foundation or if you've got a ton to data to work with uh we're trying to make the experience better and add more value through our um generative AI use cases so um with that we're we're almost 20 minutes in here I'm gonna take a pause and and pass it over to sibo to do a deep dive on uh analysis uh Knowledge Management so CBO thanks and please take take it away okay yeah thanks Jeff and before you go further um there's a quick question Jeff on the chat on the Q&A uh can we please get a link to the June 20 webinar I'm assuming it's the recording uh do you know where you can I've got it I will post that here shortly awesome man thanks bye awesome so let's get started with KB Generation Um before we dive in uh we have a poll question for you guys so if a picture you can launch the poll um we just want to understand from you guys what are the types of challenges that you're facing with Knowledge Management today um whether that's discovering what to write you know creating the actual article or anything else so please go ahead and answer that um and feel free to uh write your own in the chat as well yeah we can wait for say 20 seconds or 30 seconds good we are getting 20% part good give you more 10 seconds as we are already crossed the 50% participation marks but let's have it all all 100% particip participating in po let's go okay so yeah feel free to answer the poll if you uh haven't done that yet so while people take some a few last seconds to do that um I'm going to uh give you guys an overview of what we um released in May um and so we released uh knowledge generation using now assis which we really believe is going to be a really powerful tool for your agent um this essentially allows agents to use generative AI to draft an article directly from the incident that they're working on and so what we've often heard from customers is that your support desk is really busy you might have an agent working on multiple incidents and helping several different end users at once um and so with all of that going on they oftentimes don't have the time to sit down and write a detailed knowledge article documenting everything that they did um to resolve an issue um and so with KB generation we want to make this process a lot easier for your agents where they can get a draft article created within seconds um and really jump start that knowledge creation process and so through our now lolm we take the context from the incident which includes all of the work notes comments activity stream and we feed that to the llm to produce the article draft and so this helps the agent save time that they otherwise would be spending um manually let me full results give me a second yeah um I think yeah okay awesome and uh sorry yeah so this really helps the agent save time that they will be spending manually to compose the article and so they don't need to start from a blank slate they just need to review the draft and make any edits as needed um a few things I want to call out about the May release um so this Fe is available through now say for itsm it's also available for CSM and HR um and you just need to be on Washington patch 3 um it's available in both the uh service operations workspace as well as the classic UI um and you'll be using a single incident to generate the article so it's a onetoone incident to article mapping and that generated article gets automatically attached to that incident um we are starting out with uh template support for stand as well as KCs um and we would uh we plan to expand to other Uh custom templates in the future um so we in terms of benefits we kind of already hit on agent productivity uh we really chose to focus on the agent persona for knowledge Creation in this initial release um because we think that this is going to enable them to focus more on helping end users um but we do plan to expand and Target other personas in Knowledge Management um in upcoming releases um and this feature will also enhance the completeness of your knowledge base uh really improve the overall documentation by having articles for incidents which don't have any existing knowledge today um this will naturally lead to benefits for your end users uh and increase self-service and user satisfaction as your end users have a a richer knowledge base to search from and really find the answers that they need without having to use an agent um so with that uh we can jump into the demo portion um let me just switch over so I want to show you guys about how to um configure and activate KB generation skill in now assist admin and then we'll look at how an agent would actually use this um so right now I'm in my instance as a uh just Main and I'm going to I'm at now's admin which is where I would it it's the One-Stop shop for all of the um ji features that you can activate uh so I'm going to go over to the technology section and you'll see that Knowledge Management is available right here um so it's already active on this instance but I'll just walk through the steps that you would go through um so on this first screen you get to see which Fields we're using for Knowledge Management and for this release we kept this to read only and we decided to lock it down to these fields in the incident table um because these are the ones that you know we have really tested against and ensured that you know you can generate a good quality article using these core Fields um so we're sticking to short description description resolution notes work notes and comments um I know that customers might want to be able to choose to add some of your own fields and tables and that's something that we plan to open up in the future for you to um experiment with and you also see this field where you need to select a default knowledge base for now assist panel um which that'll be part of the demo in a little bit but if you if you choose to create the article through Nows this panel then it'll automatically get added to this default knowledge base um Define skill availability so this is where you get to choose you know uh when agents will be able to uh trigger this skill so set certain conditions and criteria um so we really recommend that you stick with uh closed and resolved cases because um the more context and more information you have in the incident the better um article that you'll be able to get through gen um and so we recommend that for incidents that have documented resolution um that those are the ones that you make knowledge generation available too um and then the select display this is where you get to choose where in the UI this will be um so in product really refers to service operation workspace or the classic UI um and you can also choose to make it available uh in the now assist panel uh which we'll see in a little bit and here you also get to choose um which user roles you want to roll this out to and so you really get to have a granular level of control as to who you roll this out in your organization so for example you don't have to deploy this across all your agents at once you could start with a pilot group and create a custom role and assign those agents um so that you can test out this feature um the last step is just to view everything that you've done and you can just activate the skill all right so that covers the skill um Activation so next I'm going to jump into how an agent would actually use this um so I'm in here as an agent um able and so he's you know looking at his incidents for the day um so he's in service operations workspace B um and there's this incident around OCTA user authentication um that's been assigned to him so we see here that there's some information about the user issue um and there's been some back and forth already with the user the agent has suggested a couple of different uh things that they can try and in the end the user has confirmed that um it's worth for them so this incident is ready to be resolved um and you'll notice that before it's been resolved that um there is no option to create knowledge and that is because of that um condition that we had set saying that this is available only for close and resolve incident so I'm going to go ahead and um start resolving this incident and you'll see here that now assist has already populated this with the resolution notes um which is another uh geni skill that we have um so this really took the the information from your activity stream and prepopulated so we'll need the agent to review it um make any edits I'm going to add a resolution code in here and resolve it um okay so once this is resolved um there is no knowledge for this so I want to document this um for future agents and so now you see that this because this incident has been resolved now I have the option to create a knowledge article for it so I'm going to go ahead and do that and this really follows the the same flow that you currently have for Knowledge Management so um I need to select which knowledge base um and which template and like I mentioned um for this release we're supporting KCs and standard so I'm going to start creating My article um and this is at this point is where I get to choose uh to to trigger KV generation using naist I mean I could choose to still uh go the manual route and you know pull fields from my incident and do that mapping um but I want to use now assist to um help me create my draft faster and so you'll see that within seconds um you have a draft article populated and it's it's organized in terms of issue and resolution um and you know jeni keeps the writing very succinct it kind of summarizes the key things from that incident um it also gives you the resolution steps um in a nice ordered list to keep it really um just readable and easy to understand um and keep in mind that this is just a draft and it is still very important for agents to review all of the content check it for accuracy um you know complete it at any details um so and then at that point they can um finalize and submit that article so I'm going to just save it um it gets attached to the original uh incident that it came from and then for the sake of this demo I'm just going to go ahead and publish it um and keep in mind that you know this retains the same published workflow that you currently use so you know using now assist for KB generation doesn't override any of your current published workflows or user criteria so if you do instant um workflow instant publish or approval publish it still retains that it's really just creating the draft to get your agent started um and so just like that we see that writing an article has just become a lot easier and faster for your agent um they don't have to you know man they don't have to start from scratch and think about redened everything that they just put in that incident um I'm going to really quickly also show how this works in the classic UI so this the workflow is the exact same so you can go to any incident um and if it's ready to be resolved we're going to go ahead and resolve it um and then I get my resolution notes from now assist and then I can start to create the knowledge article um yep and I get the same kind of draft that I can look at review the issue review the resolution before I save the article um so we've seen how um now assist Works um for the on the agent side for knowledge Generation Um I'm going to splitch over and show you guys how this reflects on the requestor side and how this would directly um Drive self-service and so let's say that oh go ahead oh sorry yeah I thought maybe this would be a good time before you move over to the employees side there's a couple questions that came in actually I think the same one around um many times agents convert incidents to problems and resolve and resolve the incident so can a knowledge article be created from a problem table as well is the question yeah that's a good question um so for May release um uh currently no we're keeping it to the incident table um but like I mentioned when we open it up for more configurability um uh customers will be able to configure that so in a future release thank you um good question so um so now on the requestor side let's say that I am an employee that's um I'm employee Joe and I'm having issues with OCTA so I'm going to go ahead and go to employee Center and look up my um issue and so you'll see that um I get so now it says pulls up answers from that knowledge article that I have that the agent had just published um and so it gets summarized by now llm and I also see that article directly pulled up by AI search um this first one around OCTA user authentication um that the agent had just used gen to create so you really see the benefits for both agent productivity but also your end users get um a better knowledge base that they can search and find the relevant answers that they need and really quickly um so now I'm going to switch back over to the agent side um and we had talked a little bit about um nasis panel which is another way that you can trigger KB Generation Um so that's that conversational interface where you can directly interact with any of the um gen skills um and so for this one I'm going to go back into service operations workspace as an agent um go to any of my um incidents so this one is already so this one's already resolved which means that it's ready to it's available to create a knowledge article from so I trigger the now's panels through this um this icon in the top right I'm going to uh select generate article so now as this panel can it understands which page I'm looking at it understands that I'm looking at this incident around Excel data analysis and so when I say generate article it knows to create one for this incident and it checks that this incident is already resolved and does not have any existing knowledge um and so it just generated that article in a few seconds and um I can see that right here and I can put it in edit View and really go through the same process to uh review and publish the article um so that really covers uh that kind of wraps up the demo portion um and before we move on there's another so I'm going to go back to the PowerPoint and there's another poll question of a picture you can launch it that would be amazing um so this just given what you guys have seen in the May release we would love to know what are some of your key considerations um before you implement something like this across your organization is it you know do need to think about training um how to roll this out uh kpis and metrics and if there's anything else please write it in the chat so we'll give you guys a few moments to do the poll yeah we'll give more than a minute so that you can read it through and taking Inc oh we've got our resources again these have already been posted in the chat um and again if you want to learn more about the road map and we can even we can address more about what's coming in knowledge Generation Um please do respond in a survey that you'll see once you close today's webinar um and then finally I believe we're ready to get into our Q&A oh there there is next Tuesday there's a another webinar I would like to invite folks to attend in any implementers you might have we're going to talk about how to enable your now assis for itm please do join that session join additional now assist sessions we'll continue to bring in additional experts and do more deep Dives like this one so uh on additional skills so please continue to join and let us know what more in the survey what you want to hear about we've also got an now learning course would like to make sure implementers uh take uh so please do share this within your organization okay um