we are all part of the itsm Genai product team here at service now and we have a very exciting agenda for you all today so I'm going to kick us off go through a few slides just to cover some background and context on now this for itsm then I'll hand it off to Laura to give you guys a live demo of some of the features that are out there today and then goal will bring us home by showing us a more in-depth walk through of how to use our new llm migration sorry llm topic migration tool for the virtual agent um this is really aimed at helping our current nlu virtual agent customers switch over to the new now assist llm powered virtual agent so let's do a quick Safe Harbor so we may discuss some new unreleased features today and so as always the Safe Harbor applies and uh let's get right into it so why did we create now assist so one of the most common pieces of feedback that we hear from our customers is that organizations now are being pressed more and more to increase productivity while also maintaining an exceptional user experience and this is becoming more and more Mission critical for admins for leaders within an organization and this is why we are now leveraging geni to tackle some of the more spec some of the specific itsm pain points that a lot of our customers are facing so that includes limited self-service users can't really get the right content to selfs serve and then also helping agents get up to speed uh we really try and help agents consume and produce content more quickly and that also includes is documenting the right steps and solutions to make life easier down the line for um for any other agents that face a similar issue so how do we help customers do this we actually do this by weaving nalysis or gen into all of our applications and workflows and we start by streamlining the incident resolution process and then we work to automate the creation of self-service cont content such as knowledge articles and that in turn boosts self-service by providing users better answers to the queries that they are inputting into the employee Center into the virtual agent and really helping that deflection rate go up and lastly you know these are the five outcomes that we are using gen to drive for our customers talked about increasing self-services now uh we also aim to reduce the time it takes for agents to resolve incidents improving the service quality that agents provide to end users and also um making a better experience for both agents and end users and ultimately from the standpoint of an admin or an owner we're trying to lower the total cost of ownership by making it uh very easy and quick to deploy some of these Solutions so I won't bore you guys anymore with slides instead I'm going to hand it off to Laura who is going to show us a demo of some of these features in action and how they can help Drive these five outcomes for our customers so Laura after you Brian hi everyone uh so I'm going to share my screen real quick um but just an overview I'm going to go over some of the really great features for uh Now assistant AI search and then now assistant virtual agent um and then I'm going to go over uh how there's a requestor experience and the agent experience so first let's start off with a requestor so here is a requestor named storm and we're going to help them through a variety of different issues so first they need some help connecting to their office VPN and so we're going to see how analysis and AI search is going to help them Self Serve so as storm I'm going to go to my employee Center which I have open here and I'm going to use the search U Bar here to type in my question which is how to connect to the office VPN on my iPhone and what we're going to see is a generated result this is going to increase my self-service as a requestor because then I don't have to go through and navigate so let me just refresh that because then I don't have to go through and navigate me just one second let's try here how to connect to office VPN on iPhone and so here um it's Gathering all the different insights and it's going to give you a list of steps to follow and that's going to make it so much easier for me as a requester to be able to solve these different items these different questions that I have so how this happens is we have this um thing called rag architecture which is our retrieval augmented generation and it takes all these different relevant articles ranks them and then it generates an answer from the most relevant articles um and makes it easier for the requestor to find their answer instead of having to search and search and read so many different articles um to figure out what they need to do so that's one way that now assistant AI search is able to help requesters and it makes it a much easier and more excellent experience for them okay so next I'm going to show you how the now assist in Virtual agent I'm me go back to my employee Center how it takes catalog items and makes them conversational um and what's really great about this is that it increases the self-service for our requesters and it makes it a better experience for them because then it predefines um entry so I'll show you how this work I'm going to go to my virtual agent here and I need access to miror which is a really cool um tool for visualization so I need access to Meo and I need it for a customer feedback session so I'm going to type that in here and what we're going to see is that the catalog item is right here generated in the virtual agent I'm going to start that request and when I start that request it's going to take some of the information that it knows about me and predefine some of the areas so for example I'm logged in a storm employee it's going to take that as who it's requested for so I'm going to proceed with yes and then it's going to ask me for any other information that I didn't include that it needs to fill out that catalog item so which division do you belong to um I belong in products I'm going to type that and if you notice it didn't ask me for the business justification that's because when I typed in my request it used what I typed in to fill that spot and so this makes it much easier because I don't have to go through the typical catalog item and fill out every single entry rather whatever I put in it helps to predefine it makes it more efficient it makes it faster and um it makes it a better experience because then I understand what I need to what information I need to put in as well through that conversational nature so all I need to do now is press submit and I'll get a confirmation that my request was submitted so that's great now I'm all done submitting my catalog request and so now assist for a virtual agent can really help increase self-service um because it makes these catalog items conversational um so now I'm going to show you how Now assistant virtual agent uses llm topics so I'm going to start a new conversation and ask storm I need help setting my password resetting it so I'm going to write password reset and what it's going to do is it's going to take that llm topic and I'm going to be able to complete this password reset through the virtual agent so here's the llm topic I'm going to click reset password and just like most companies I need to verify my identity so I'm going to go to my authentication app and type in my code to verify and so if you notice that also like password enrollment is an llm topic as well um and then I'm going to now add in my new password so I can do this all through the virtual agent without having to go and navigate somewhere else to find this llm topic and so if you notice now I have a new password so after I'm done with my demo Gokul is going to go over um how to migrate llm topics and how that's a really great low cost of ownership because you take the content that you already have and um you can directly apply it okay so now I'm going to show you how the virtual agent helps to transfer a call or a chat to a live agent so I'm going to go here back to my just employee Center actually I'm just going leave there I'm going to open my Virtual agent here and this time I have a different problem I have I'm having errors installing my data analysis pack into Excel I'm going to type that into the virtual agent so let's type that in so I have this error installing this data analysis pack in Excel and the virtual agent is going to try and generate some results to see if any of those can help me and so here are some options I'm going to scroll through them and see if any of these can help me with my requests but um as you know since we're going to be transferring to a live agent in this scenario none of these Solutions can really help me with my request I'm going to click on let's search for more results and when I search for more results the virtual agent populates uh knowledge article called Excel functionality I'm going to click on that to see if maybe this article might help and as I read through it and read that little summary I realize it's not really helpful for me so I want to go back and I want to chat with the live agent see if they can help me I'm going to click on chat with the live agent and now it's going to connect me now we're going to Pivot over to the agent experience so you can see how analysis for itm helps them would increase their agent productivity improve the service experience and reduce the meantime to resolution so I'm going to switch over to a tier one agent named lakmi she's going to accept the chat over here and the chat will populate okay so here she can see the the whole chat but what's great about analysis for itm is this chat summarization feature she doesn't have to scroll through and read every single message because that takes a lot of time instead all she needs to do is read this chat summary to get caught up this makes it easier for her to not repeat anything that the VA tried and it makes it less frustrating for the requester because they're not told to do the same thing over and over again so as lakshi I'm going to read this I see that storm encountered an error installing a data analysis pack I see that the virtual agent provided a link to an article and then storm requested to chat with the live agent and now they're connected to me okay that's perfect so I see that they provided a link to the know to a knowledge based article I'm going to go and just check on that assumption that these knowledge based articles weren't helpful just in case some information might have been missed I'm going to use this tool over here called Agent assist and I'm going to just type in Excel and see if I get that same information that storm was getting when I click on Excel functionality the TB article that they got as I scroll through it I'm realizing yes this really doesn't address Storm's problem and it's also not really helpful to me in providing a solution for storm since I'm a tier one agent I don't have the expertise for this so I need to create an incident I'm going to close my agent assist I'm going to click up here and create an incident so that I can transfer this over to a tier 2 agent that has more expertise on this and can provide a solution so let's click on create incident and as you can see the incident populates on the left over here and now assist is actually going to summarize the whole interaction and create the incident for me this is saving me so much time and reducing the meantime to resolution because now I can w this over to a tier 2 agent much faster and help the request solve their issue so I'm going to go down here where it says assign to and I'm going to assign it to a tier 2 agent so as I go up here you notice that the work notes help to just do a quick little summary of what this issue is and I'm going to assign it to a b Bel tutor who is a tier 2 agent I'm going to click save and now this incident is for our tier 2 agent I'm going to let our um request or storm note I'm going to let them know that I I'm creating this that I created this incident and to please review it so that they can check for updates so now I'm going to Pivot over to our tier 2 agent and you're going to see some other really cool features for analysis um for it of them so I'm going to switch over to our tier to who is AB I'm going to refresh this so we can see our incident from Storm which is right here so the we're going to see the incident that lme just populated and if you notice up here there's a great tool called incident summary by now assist I'm going to click on summarize to help get caught up to speed and so now assis is going to summarize the incident and tell me some of the key actions that were taken such as the incident was created um L we already let the requestor know that they're going to um transfer it over and then I can continue to read down here to see um what was done so as the tier 2 agent I have the expertise already um to solve this so I'm going to just uh provide a solution in the comments for our requestor to read so here are my Solutions I'm going to ask them to follow these steps to navigate to sof service update their Office 365 Etc so I'm going to post these comments and I'm just going to return to storm so I can show you what it looks like on their end so storm sees the incident they can click on it from the virtual agent and then they see these steps here now I'm going to pretend I'm storm and I'm going to try these steps and they resolve my issue so I'm going to let Abel know that they resolved my issue I'm going to type over here these steps solve my issue thank you that way Abel knows what to do next so now let's return to Abel our tier 2 agent to see what he does next so Abel sees that these steps solved their issue that means that I can resolve this so I'm going to click on resolve up here as I click resolve now assist helps to generate the resolution notes it creates a nice sweet summary of the steps that were taken to solve this issue this is going to help agents in the future be able to um solve these kinds of queries that other requesters have especially for our tier one agent so that it doesn't escalate to the tier 2 agent so for resolution code I'm all I need to do is put solution provided and I click resolve okay and so now this issue is resolved so this is great because it increases my productivity and I can get back to other incidents while I'm also creating knowledge for other agents um as well but I also want to create some knowledge for requestes in the future so that they don't have to talk to a live agent I want them to be able to solve this issue on their own so I'm going to click on create knowledge over here um on this drop down when I click on create knowledge it's going to ask me what kind of article do I want to create um so for example where do I want this article to go I have lots of different categories but for this scenario I just want it to go to my knowledge base you can also create templates and then select what kind of template you want it to follow I wanted to follow just my standard template so I'm going to click create article and when I create article now assist is going to give me the option to draft it and this is great because it's saving me time it's going to reduce the meantime to resolution for requesters in the future it's going to increase their self-service so I'm going to click yes please draft this with analysis okay just going to refresh that and then try this one more time I'm just going to click yes draft I also have a quick recording that I'm just going to show you to show you that great feature okay so right here after right here after I create my request I'm going to click yes draft with analysist okay and once I click yes draft with analysist it is going to populate the article for me it's going to populate the short description um and then all I have to do is click save and then click publish okay so right here we're going to see how we click save and then how we click publish and then narage article has been published so I'm just going to do that here really fast where oh it did provide my uh resolution here with the steps um in ours and it provided the short description um so it gives you the option to add anything else but this actually did populate um our steps so I'm going to click save and now I'm going to click public that means this article is now available to requesters in the future if they have an issue similar to this so I'm going to actually show you what this looks like for a requester um in the future so I'm going to go to storm and we're actually going to try and find this article I'm going to go to just my employee portal and I'm going to try and see what happens I'm going to say um let's let's just do data analysis pack in Excel and if you look here here's our article it is already generated so next time a requester has this issue they don't they will not have to go to a live agent this is great because it deflects issues from going to tier one and tier two agents um it increases self-service and it reduces the meantime to resolution and um this is great because it's a low cost ownership you can quickly generate articles assign them to different um knowledge different uh categories use different templates and so um this is a great uh toal great uh fast time to value and so yes I hope you enjoyed seeing the different ways that nysis for itm um can help both requesters and agents um through this quick demo I showed you how AI search and VA has really low cost of ownership and how it helps selfs serve more frequently um for requesters it creates really better experiences um I also showed you how the chat summarization and the incident summarization um helps increase agent productivity it gets them caught up to speed um it improves the service quality and reduces the meantime to resolution um and then the resolution notes generation and the article generation really helps to in expand the knowledge base for agent to increase agent productivity in the future and increase self-service um so I hope you uh learned a lot and thank you awesome thank you Laura um so I think we're all caught up on the questions so why don't we go ahead and um hand it over to gokel who can show us a little bit more about the new llm topic migration tool for sure thanks uh thanks Brian I see your raised hand Lina someone wants to unmute her oh okay um let me see if I can unmute okay hi darina uh I think I've unmuted you so if you have a question please let us know all right um let's move on go why don't you go ahead darina if you still have a question uh can you please put in the chat and we'll we'll we'll get back to you awesome thanks Brian and thanks Laura for that great demo um I'll pick it up from here I'll talk about um how to set up the no assistant virtual agent and um how we can pick a couple of topics in Migra uh your existing nlm NL based topics to llm based topics um so what I've done is I've uh I've um configured an instance and uh what I've done is install the itm plugin as you can see on the homepage of the um just making sure you can see my instance right yeah you're good goo yeah so on on this instance you can see the itm plug-in is already installed which is why you don't see the plugin on the homepage right here uh and one of the things that you would ideally want to do and some of you may have gone through this process if you are activating your um itm plug-in then of course you would see the chat knowledge incident options here you can activate them for the use cases that low I was talking about uh now assist in VA is part of the platform and when you get to the platform you will see the option which is a single card which used to be two cards before um Washington release um and if you click on that single card you would have these options to set up now assistant virtual agent right here and to activate the topics which includes the Q&A genius results and the multi- catalog ordering essentially that's the catalog piece that um Laura was showing you earlier and then the third one being nus topics where you can basically add your topics create your own topics or you can migrate from your existing topics depends on um how you are uh what your use case looks like uh I'll go take you through the process of setting up that virtual agent uh in in now assist um so essentially you have this option to once you click on um that and you will see the screen where which you takes you to the assistant screen you can also access this from the conversational interfaces homepage so if you type conversational interfaces um you can see that there is an assistance option right here which will also take you to the same place uh of course you have this option to create new um assistants uh for the purpose of this demo I'll use the existing one and we can you can see that the status of the existing one is off uh so let's go through this process now if you were to create a new um assistant it would still be the same process that you will go through so let's go through that process and click on uh Now assistant virtual agent and you can see that the first screen basically gives you like an overview and you can name your assistant so for now uh let's probably just take out the default option I'll just name it now assist and virtual agent uh which is basically my default out of the box assistent I'll hit save and continue you can see all the three skills are available here you can if it's not already active you can activate them from here in this case the skills are active so I'll click on Save and continue again and I'll select all the so this is where you would select all the skills which needs to be part of your V virtual agent uh so in this case I'm going to be making sure all three skills are available for me to be part of my virtual agent I'll um click on and save and continue and move on now this is the place where you would select where you want to make sure your uh virtual agent is surfacing um in this case I will select employee Center and uh probably let's say service portal now if you were to have um another virtual agent assistant um and let's say if your other virtual agent assistant was already activated in employee Center you would get that notification here that this particular assistant is already active in this particular portal so if you want to um override it you can override it and if you want to make sure you uh you have activated it in employee Center or service portal you can select it here I will click on Save and continue now here you have the option to select your search profile by default it has this no assistant in Virtual agent search profile if you want to uh update it to let's say ESC search profile and the conditions and the corresponding details would also change uh for the purpose of this demo I'll just retain it as no assistant virtual agent search profile now this is a screen where you would brand your virtual this if you if you are familiar with our traditional nlu based virtual agent you had the option to Brand your board uh you the exact same option here by default it uses the now assist and virtual agent now if you want to edit those branding options you would click there uh it will take you to the traditional branding option that you would see so for here if you if you want to just take a look at how the Now assistant VA is configured um you would go here if you want to create your own branding you can create your own branding or you could edit this for example if you want to update the I'll just click on uh edit option there because it's a different scope so if you want to update the chat header logo you can do that if you want to change the colors you could do that uh if you want to update the menu items uh and you want to edit the record for no syst in VA you can do that here uh for now I'll just retain it how it is so whatever changes that you're making if you want to change the name for now support to whatever you want to make you can change the chat header name uh you also have the option to change The Bard profile uh by default it uses now's Bard profile um and again all those changes would appear here if you want to make those changes um and uh once you make those changes you come back and make sure you are selecting the no assistant VA or the newer brand brand setting that you are created again in this case I'll just retain as is I'll keep moving and this is the final option right before the review where you can basically create your own chat experience U again uh you have couple of options uh in a simple view you can just say what are the greeting messages that you have so for example if you want to say I am an AI powered virtual agent instead of virtual agent let's say you want to say I'm an AI powered board you could do that you can also select your fallback options like for instance if you want to make sure every time you have um a conversation that's coming to an end you want to create a generic ticket or whatever option that you want to select you can select that I'll make sure the record producer is create a generic ticket in this case and then when you move to the advanced settings here is where all your greetings and settings are uh so you can basically update your greetings and settings from here um if you want to let's say create a new greeting um topic you would create that in the designer and you can come here and update that uh to the newer topic uh we click on and make that update here those uh the newer topic that you would create would then appear here and then you would be able to select the newer topic here uh again for making any updates you would go to the virtual agent designer now one thing that we have not done yet is the creation of the topic I will uh take you there but I'll just click quickly turn on the virtual agent and then I'll take you there ideally you would create the topic and then turn on the virtual agent um another option is the promoted topics I think I saw a question on promoted topics um we'll take that uh but essentially I'll also show you how to promote a topics once we select a couple of topics so without much delay I'll go ahead and uh make sure I'll turn on this so now you can see that the virtual agent is turned on it's a simple and uh easier experience compared to the nlu based virtual agent that you can turn on your uh virtual agion right here and if you come back to the assistant you can see that the status of that assistant is turned on um now if you want to now create a topic or uh basically test your virtual agent in this case you have not created all these topics uh so let's go ahead and see what what are our options to probably use the out of the box topics and then create uh migrate your existing topics um so now as I come in let me let me show you how I can probably just um use the existing topics so for example I want to um by default I I think um itm ships five topics which is check it probably four check it ticket status open it ticket service disruptions and uh escalate it ticket so let's say if you want to uh add and this is this is the slide this is the difference between an nlu topic and uh llm topic when you get into the nlu topic you would see that there is an nlu intent uh Tab out here when you go to um let's say llm based topic currently out box it's named llm as well but you don't see that NL intent topic Tab out there so given this is um a topic that's uh already out of the box you can create a copy of it uh of course I will just change the scope from Global to now it's just for IPM so that we can uh create all those topics within that scope there you go so now I would duplicate this topic of course you can uh just give a name that you want for the sake of this I'll probably just give the name I itm llm demo or something like that now you can relate it to your assist assistant here so this is the place where you would relate your newly created topic to your assistant and then the internal name you can see that check it ticket status llm demo uh let's say you do not want that llm demo to be your um uh display name you can just take it out here you will save it technically you would also test the topic as well but uh for the sake of moving ahead I'll just publish this topic now let's just uh publish one more topic probably password reset which is one of the example that um Laura was also talking about so let's take the reset password topic and then let's create a duplicate that and again for display name let's just take out the word llm demo there uh add it to the assistant save and publish it so now you have two topics that's already available out of the box that you just created uh which was shipped out of the box um now let's say if you were not starting new and you you already had your M based topics that's available and you wanted to migrate them uh you have this option on the right which is migrate topics to llm uh when you access it and if you're not able to uh access it um and there's a permissions issue uh then there's a specific role that you need to add and it's there out there in the product documentation which will make sure you have access to uh make sure the uh the role which are let's say if it's the admin who's accessing it make sure that role is added to the admin if you're having an issue with accessing this U migration page but this is how the migration page would look like and it'll it will list all the topics that you have already created within your organization now for a demo purpose I'll quickly go to one of the topics and uh migrate it and uh let's say I want to migrate the VPN connectivity topic I'll click on next it will display all the different topic blocks that particular topic is associated with you will click next here you have the settings now you can associate these topics with your assistant Now assistant virtual agent and you can also provide like a um prefix or suffix depending on how you want to make it you can also keep your current topic description in this case I wouldn't recommend it because it will basically take the descriptions from your nlu intents and create a description for you which works better from our experience um and I'm not going to link it to nist and virtual agent for now because these the topics that you going to create would be would be read only and then you would have to make a copy of the topics to actually connect it to if you want to edit those topics at the end of the day so for now I will show how to edit those how to basically make a duplicate of those topics as well um here I would just keep the [Music] migration complete there you go so once the migration is complete you have this option to click on review migration log and that'll basically just create uh you'll you'll basically be able to access the migration log downloaded um in this case you can see that there is some error that which says some topic properties couldn't be generated for some of the topic blocks uh so because of that we'll probably just not publish this topic so we'll hold on so you have this option to publish the topic right here uh but let's not uh publish it right now let's go and take a look at that topic and see if we can make a copy and publish it so we know for a fact that wepn was the topic that was created and they look at llm topics and this is the topic that just not created so now let's create a duplicate of the topic and say VPN activity LM demo again the same name again we check out the display not out and we this time we will link it to the nist we'll go to the flow and so we know that there's one warning but it looks like just making sure all the things when you go okay that warning is because there was a topic blog that it couldn't basically identify so the best way to do that is to just we just make those updates and if you go to the original topic you'll be able to find that when you create an incident you would just basically use the user and and uh for a short description there is already a script that's available I'll just add that script here this is coming from the existing other box topic and we have ay of three so let's just save that looks like the warning is gone away and then we'll publish that topic so now we have we have two topics that we had got we had from the out of the box topics that we duplicated and now one from that we just migrated let's take a quick look at uh our assistant and you can see that check ticket status um VPN connectivity and then uh one more password reset uh all those reset password all those three topics are already available the best way to search is because we have given it a name llm demo uh it's easy to find those three topics here let's migrate a couple more topics and then uh we'll close it so we go back to the migration tool this time we want to probably migrate let's say three topics together so for example let's pick [Music] maybe say email issues as one of them let's say hardware issues and maybe troubleshoot slow computer as a third one so we pick those topics and uh there's no topic blocks Associated it might be because there topic blocks are already migrated so it identified that the topic blocks are migrated same drill just go through we will not associated with the um with an assistant at this point and then of course we will migrate those three topics go all three topics are migrated without an issue and then again we will not publish this topics what we'll do is we close the screen I'll just close this and uh come back to designer play this so my screen's open okay so that topic uh I think one of them was email issues I believe yeah this is not refreshed refres the screen okay and one is right there and here we will basically so let's take a look at okay first let's make a copy of it again because we want to associate it and I will associate now is for virtual agent just save it go to the properties it looks like uh there are couple of issues look it looks like that uh create incident still has issues here so make sure we'll add that as well the short description will be coming from the query save that and publish that topic all good similarly you could go ahead and publish other topics as well but um I'll just stop here for now and then we'll do a quick testing off before we do the testing okay looks like all the four topics that I have is now published I can do a quick test listing of all the active topics from here so you can see that some of the changes that we we made like I'm an AI powered board which is an experience that we changed and then it has all the topics check tiet St you can see that that the display name is what's being shown here now one additional configuration of course which we I said we can come back and make that is and now there are two op you can see that there is promoted topics right here so let's say if I want to promote this topic you have this to click on this three dots and you promote that topic and you can see that promoted option here and uh let's say I want to promote this reset password I can see that those two topics are promoted so if I were to refresh the screen and go back to chat experience you can see that those two topics are show as promoted right here um which basically you can toggle up and down depending on how you want to show it so now if I were to do a quick testing so let's say I go to the employee Center which is where we activated these topics and uh let's probably impersonate it to another user and user and end user comes in and they see okay I'm hashley I'm an AI powered board these are the things that I can do and you can see those two uh uh promoted topics of course you can see further topics down here and let's say if I were to just type um email is slow something like that it should Pro it should provide the same experience that you saw with the carousal experience with the email topic appearing as one of the first options oops did not so let's give it uh let's restart the conversation and prob to try something else let's say so stab this okay that's because I don't have an active incident um will see what else topic did I have I think I had a VPN connectivity right okay just say canot there you go so that pulls up that particular topic with other options that you have here and if I were to navigate through that topic it'll help me through the process um let's say it didn't work and then it'll go to the fallback giving me option to how to configure VPN devices let's assume this helped resolve my issue that's that's the end of the coners s um so essentially that's that's how it works you can add your topics um from the out of the box topics or you can migrate the topics from your existing um nlu based topics to n nlm based topics um if you if you encounter any issue you can go into the topic and make sure you make make the required updates and you can just go ahead and uh publish those topics um that's pretty much it thank you