you have myself Brian Lamb and ASF massud on the line and we're going to be joined later by Shri caraka and goire we are all part of the um we're all part of service now's itsm gen team so we work very closely on the now assist uh for itm U product and we're excited to share some of the new things that just came out earlier this month as part of the August store release um we will have shrier later on the call to do a little bit of a deep dive to share how to configure and set up one of the new August features and before we get to that I'm going to do I'm going to go through a few quick slides I promise it'll be fast so I won't bore you guys and then do a quick demo for you as well to kind of showcase some of the other features uh before we hand over the ring to streer so let's get started and let me switch screen all right perfect um oops okay uh just a quick Safe Harbor statement if we talk about any forward looking uh features or products do be aware that the Safe Harbor notice applies uh so very quickly why did we build now assist for itsm uh we've been hearing a lot from all of our customers that in today's world we are really focused on on two things increasing productivity while also maintaining an exceptional user experience these two things have become more and more mission criticals for leaders and organizations such as yourselves and the way we are doing that is by tackling these three most common issues that we see across our customer base so it really starts with self-service and um end users not being able to selfservice as as much or as well as they hope for um the second issue we we hear a lot from customers is it's actually hard for agents to get up to speed um there's a mental toll switching tasks and when you come to a new incident for example it takes time and effort to kind of ramp up and understand what the issue is and the last thing is documenting steps again agents are often working on multiple things concurrently and they don't often don't have the time or um the motivation sometimes even to document things in a effective manner to kind of ease the pain down the line if you will so now assist for itsm is here to help with all those things and it really tries to create a virtuous Loop so firstly by streamlining incident resolutions uh we do this by helping the agent get up to speed faster by drafting resolution notes more quickly and more effectively and that leads to the second point of creating selfservice content we also can use now assist for itsm to generate knowledge articles we use the enriched incident record to generate a better resolution note which in turn will help us generate a effective knowledge article that can then be published to the wide our audience across the organization and increase selfservice we do this by increasing the supply of information to the end user and also making the experience of accessing those resources a better experience and we'll talk a little bit more about how we do that a little bit later so just to recap really quickly you know we're are helping employees uh self-service faster with better and more accurate answers we help the agents uh get tasks done more efficiently and also we help the leaders and the service platform owners by lowering the total cost of ownership by making the setup and configuration of all of our features much much easier than in the past so I'm going to show you a quick demo right now but before I get into that I just want to hit on some of the new now assist for I features that were just released earlier this month so the first one is change summarization uh if you are familiar with incident summarization this is going to be very similar except it's going to work for a change record we're really trying to make the decision making process faster for Change and the overall change process faster uh helping change managers better understand what the request is the plan to achieve it what the risks are and any incidents that could potentially be caused by this change the next uh the second feature we also just released is called chat reply recommendation and this one is really neat because it allows agents well it it allows agents to ask the generative AI model to generate a response for them when they're chatting with either another agent or directly with an end user really aimed at helping the agent save time to the time it takes to type up a really detailed answer and one of the great things about this new feature is that you can ask it to elaborate or shorten the response that it's given to the user uh the third is called sidebar chat summarization this is really trying to uh help users enrich the incident record um by including information that may have been communicated elsewhere such as in a sidebar chat conversation so if you're a level one agent and you're speaking to a level two agent and you figured out how to resolve an issue we can now summarize that chat that happened in cybar and directly import it into the incident record and then that way when you create a resolution note you'll have the appropriate information to create a good resolution note and then down the line when you want to create a knowledge article it has a really nice resolution to work with the last feature um that we just launched is knowledge article generation from multiple incidents so back in may we launched the knowledge article generation feature and in August we recently enhanced it so that when you're generating a knowledge article now it will automatically search uh the incident record base to see if there any similar incidents that you can group together and create one knowledge article that touches on how to resolve that group of incidents um a really neat feature that aims at helping you sort of manage the knowledge base and make sure that you're you don't have too many articles covering topics that are very very similar so a really neat feature so okay uh I've spoken I've shown a lot of slides now so I do want to switch gears a little bit and show you guys a demo so give me one second while I load everything up all right think that's working [Music] all right so uh right now I am in a new zanadoo instance zanadoo will be coming out uh GA in a few days now um but if you're part of the early release Early Access program you will have access to zanado do today and um right now I'm logged in as Adam C and I have a question around um how to connect my phone to the office VPN and instead of going to an agent I want to selfer so I'm in the employees service center right now and I'm going to type how do I connect my iPhone to the office VPN so this right here at the top is called the now assist genius result so um what this does is it takes your query and it feeds it into the LM model to understand the context of what you're trying to get to and it will search the knowledge article base and find the article that most closely matches your query and instead of just serving the article to you as the number one search result we'll actually summarize the article for you at the very top so as an end user you get to the answer quicker and more directly uh this feature is also available in the virtual agent so let me show you that right now [Music] how do I connect my iPhone to the office VPN so right here you can see that we have the exact same genius result so a really handy and neat feature that saves uh an end user a little bit of time when they're trying to selfs serve and another neat selfservice feature we have within the virtual agent is the conversational catalog so let's say Adam needs access to Meo and there's a catalog item for that so he's going to say I need access to Meo so you can see that the catalog item has been surfaced and what's different about the analysis powered virtual agent is that we can actually complete this entire catalog request directly within the virtual agent so instead of being bounced to the catalog item on a different web page I can do everything right here in the virtual agent so adamc was selected for the requested for yes that is me could you please provide the business justification I need this for team whiteboarding activity and at the end when You' filled out all the required Fields it will ask you to submit it or if something is wrong you can always go back and make changes so a really good feature here um I'm going to start a new conversation now to show off some other features and I'm going to show you how the virtual agent can help us resolve an incident so let's say Adam has an issue with his Zoom I have an issue with zoom and the virtual agent will see if there are any articles or catalog items that might be useful in this case I'm going to say nothing is useful and I'm going to actually add a little bit more detail I can't add a zoom meeting to my Outlook calendar events anymore all right still can't really get what I want so Adam is going to say I want to talk to a live agent so I'm going to go side by side now over on the left we're still with Adam over on the right we are a service desk agent called lock me I'm going to go ahead and accept this chat and right here you can see this card that says chat summarized by now assist so anytime a service desk agent gets an incoming chat um now assist will actually generate a really nice bulleted summary uh for the agent to review in this case the interaction hasn't been that long but there are instances where you know the user has spent quite a lot of time working with the virtual agent trying to selfsolve and is unable to do so so and that's really where the chat summarization comes in handy it saves asent a lot of time um ramping up so instead of having to scroll through the entire chat history all they have to do is look at what this little card says generated by our generative AI model so okay um now laki is all caught up and she's actually going to use one of the new August features that we just released so this little card right here right with now assist this is that chat reply recommendation that I told you guys about earlier so let's see if that works right now all right having some oh no there it goes don't close that oh darn okay let's do it again all right cool so as you can see we've asked uh now is this for itsm to help the agent generate a response uh which is really great and so definitely saving locks me a little bit of time and actually I'm going to ask it to elaborate thank you for Conta and support could you please tell me when this problem first started can you see how to resolve it awesome this is all great uh these are all great questions that I as the agent want to ask so I'm going to go ahead and insert that and just hit hit send perfect so switching back over to Adam over here uh the issue started this morning I've tried restarting my Outlook and my zoom and also my laptop but nothing has worked great thanks for letting me know Adam oops letting me know Adam let me let me create an incident for this before looking at next steps all right so I'm going to go full screen over for lock scre just so we can see what's happening and uh let me create that incident okay there we go the instance is a little slow today but um we have the incident created and as you can see hopefully by all these notifications at the top that J has helped us quite a bit so it's included a summary short description for us it's also included a desp description uh as the agent instead of starting from scratch you now have something to work with and instead of typing everything up yourself you can just go edit things if you see something that's not right or you can just go ahead and hit uh okay so now that the instance is created uh LMI is going to say let me remote into your laptop and try reinstalling both apps and let's say that that worked so please both have been reinstalled please try again awesome the zoom button is now appearing again in my Outlook events great uh okay so the user is happy we solved his problem now as lock me uh I need to close out this incident and I'd like to also create a knowledge article for it so what I'm going to do is I'm first going to ask now is this to summarize this chat and I'm just going to copy this resolution note so I don't need to type it myself and once I have that in the record I'm going to say resolve again we see this blue this purple Banner which means nowal this is helping us uh draft the resolution note so reinstallation Sol reinstallation solve the issue with the zoom button noning in atoms Outlook events for calendar integration great oops you're going to say solution provided hit resolve and perfect so next step let's try create a knowledge article so that in the future users can selfs serve so we're going to go with the standard knowledge base and the standard article template and you will be prompted with do you want AI to draft this article yes I do please save me some time awesome so right here you can see that gener AI has drafted the entire article for us and if you are the knowledge manager you can come in take a look see if everything is kosher or if something's a miss you can make edits and once you're happy with it you can save it and publish it for future reference so both agents and end users can access this information more easily in the future all right so I do want to head back towards the incident for a second and show off some other features um we do have this summarize button at the top which is really handy when uh for example if you have reassigned the incident to a different agent and the different the other agent comes in he can click that summarize button and really easily understand a what the issue is B what key actions either the user or the or the level one agent has taken and obviously they wouldn't have a resolution otherwise it would have been reassigned but uh you can also see if any service level agreements have been breached as well as if any CIS or impacted Services have been affected which is really neat all right um um I'm also going to change gears a little bit and show you the um change summarization feature which is very similar to our incident summarization so let's go to [Music] change and I'm going to pick one at random and very similar right at the top change request summary by now assist and if you click the summarize button you'll get a really nice summary of what is happening with this change so if you are a change manager for example and you're trying to review and approve a change you can get up to speed really easily um with the with the change summarization that comes with now assist all right so I've I've talked a lot um about the different features we have available for analysis uh I do want to hit pause here real quick to answer any questions we may have that are still outstanding and then we will move over to shrier who will dive a little bit deeper into the sidebar integration feature and uh he will also be able to show us the activation and configuration of that feature will be really nice so um ASA do we have any question questions that we need to uh address before moving on we do Ryan so Ian Clayton asked a question on having uh regarding some guidance on a process um uh Ian would you mind coming off mute we just uh we asked you to speak if you could just phrase your question I think that would be easier for us to enter this one live I'll try yeah hi guys thanks for that thanks for fending it might not be in scope uh for this particular session um can you hear me okay by the way yeah uh we're heavily into generative AI outside of service now anyway you know so we we build assistance for people that's just our nature and we're very keen that we understand that the now this strategy has to be um that you're following a sensible strategy of what we know as containment like tread carefully but we'll being asked by our customers consistently I've got this knowledge base I've got a load of content uh what strategy do we need to put in place to try and exploit that now we know that you you normally have to take any content you want to um run a prompt at you know you want to try and clean that data up and there's fancy AI terms to organize that data better yeah to clean it up so that it sort of matches these prompts that can go in have you got any guidance at the moment on that challenge uh any recommendations because um or is it up to us I mean we're basically we have ways of going about it but I thought I'd take this opportunity just to ask a do you want to chime in on this one yeah so I think let's uh let's see if we can time box this to five minutes because we have a lot of good content to get through oh yeah we could take it offline that's okay you know uh basically we don't need to solve it now but if there's well yeah we we might have something that's fine then we can yeah we can check in with you behind the scenes yeah let's let's check in behind the scenes but I do I think it you know the beauty of questions here is that everybody gets to benefit from them once answered so um my sense in from what I heard was is there what is the best way to prepare your data as you get ready and start to dive into the Gen world is that a fair yeah I'll Lop in a few uh gen terms just to help us behind the scenes so typically we would look at uh um how are we um cleaning up that data how is it formed or how's it been shaped is it supervised learning which is what I would hope or uh because if it's supervised it means we've organized it a certain way have we done any fine tuning where we've sort of given the system a clue so in your example if someone ever asks or someone says I have a zoom issue um you know it can respond more accurately and not come back with those catalog items so does that background work other clients are asking us well why should I bother why can't the the general like guidance in and what's great about analysis PR TSM is that um we help you fix forward so the idea that you have to have your data perfect on day one or even close to it is more of a nice to have because as you start to discover new um new capabilities or as as you start to discover gaps in your knowledge base as Brian demoed will help you address those gaps by generating knowledge articles uh and even before that generating the resolution notes so we help identify those opportunities and we help you take action on them there's likely some lwh hanging fruit that you'd want to get to first and foremost like you know before you go out the door and the best way to do that is is to um we'll say run an automation Discovery report to understand what type of opportunities out there first and foremost and then once you get to that point uh you can start to assess the content that you have in play so that it helps you find and triage your high leverage points first and then as time goes on will help you fix forward so it's a combination of of the two and we find that to be very successful with the customers that we're currently working with um and then so as a followup Ian if that didn't answer your question or if you'd like to continue to expand and brainstorm on let's um I've sent you a I think a LinkedIn request so you can let's let's go ahead and and stay connected and and we'll um maybe coordinate a meeting so for us to discuss in detail okay Brian uh why don't you keep us on track great thanks a clay um Sher uh can I hand it off to you now feel free to start sharing your screen okay uh hello everyone my name is shrier and I'm here to present one of the latest features that we just released in August uh sidebar chat summarization I hope you're able to listen to me clearly and and see my uh figma slide that I just have on my screen uh so so thank you before get into the the the feature demo I just want to give a background of what is what is this demo about and what is the use case what is the problem we are trying to solve here so so let me introduce uh three user personals here the first one is Joy who is an an It employee and and then whenever he has he has a in this demo he has a specific problem to log to one of their applications and then he tried to use Virtual agent but but that did not help and eventually it ended up creating an incident and then we have David who is the tier one Serv this agent who has been assigned for the incident raised by joy and and and uh the main goal of David is to kind of close as many tickets as possible in a given day however sometimes David gets struck when he's trying to resolve some incidents and then he he either escalate the incident or he might just get hurt from his peers or an and here we have Beth who is an and a tier two agent so be main goal is again to close as many issues as possible but also help out their peers and the tier one agents whenever they have struck on a specific problem so in in in today's demo uh or in general what happens or one of the problems that be faces continuously is that uh whenever she kind of gets pulled into an ongoing conversation between a tier one agent and an employee she has to go through the entire conversation that has happened until that point to bring her up to speed and then she can provide any possible uh steps forward however this takes a lot of time out of her uh very tight schedule and kind of hampers her mptr goals as well as number of tickets to be resolved on a given day so that's that's the main problem that b faces and the other side whenever uh she provides a guidance and and and hopefully if it helps him resolving the incident if if David the person is actually working on the incident does not do a great job it documenting all the resolution steps next time when a similar incident comes up it will be another agent pulling B into the same conversation and asking for the same support so it takes there are two problems here one is how can we save time of bir uh when when there is an ongoing conversation uh and the other thing is how can we uh follow a proper hygiene in documenting all the resolution steps so that uh we not only solve the current incident but also kind of prevent future incidents uh whenever uh T agent come across it so so that's precisely the problem and and the solution that we trying to propose here is nowas powered sidebar chat summarization to get agents briefed eliminate repetitive task of data entry for agents and enhance data hygiene in records to accelerate current and future resolution of incidents changes and other task so so with that as a background let let me jump into uh the instance so let me uh log in as a David here uh I'm just using two instances side by side so I'm David I the tier1 agent so I'm looking into this particular incident where the problem is the employee is not able to log into signal cl's application so basically there is a conversation going on so David said hey can you try clearing your browsing by by clearing the browser cache but joy was not able to do that and then he also suggested Joy like hey can you follow the steps in the KB article uh to see if you're able to join log to the application and let's say Joy says uh hey uh I followed all the steps in the knowledge this article but I'm still not able to log in so at this point uh uh David kind of log ran out of his uh ideas and he wants to pull in an so let's try and uh pull in SM here so I'll just add that that Angeline so again uh just to give uh some context here I'm using uh the sidebar chat even for the employee but but but in in real world or a practical scenario Joy might be using his teams or slack or any other chat application that has integration with service now or or you might be chatting from the portal so this is just for the demo purposes so so added B to the chat and and I will say uh hey B I ran out of ideas on this incident uh this is about helping uh really to log into Sigma PRS application uh can you help me in solving this okay so now Beth has joined the conversation now I would like to uh impersonate Beth and and see the story from her side so yeah here these are all the ongoing sidebar conversations so let me yeah this is the one uh so maximize so there might be multiple ongoing sidebar chats for Beth as well so now Beth is here and she sees there is a lot of conversation that has been happening between the agent and the employee so obviously without nist she has to go through the entire conversation to understand what is what but but with with nist sidebar chat summarization we have the quick action and here I can do a summarize button I'll click on this and hopefully nowm will give me a proper summary so it says the issue is the employees unable to log into the application and and resolution provided is to clear the browser cache and also to follow a KV article but the issues remains unresolved so so quickly Beth is able to understand what is the exact problem the problem is with Sigma claims and and they have been asked to do a couple of steps but nothing has really helped the employee at this point because that being an into into some of these applications she knows that Signa claims application needs a employee to to kind of log to their Cloud withm so she's going to suggest that uh hey David uh would you ask the employee uh to log in the cloud VPN uh and and by what so she she suggested uh something to David and and let's assume that this kind of worked uh I'm going back to this uh David screen here and and I just say Joy uh uh can you try to log in to the PPN and retry logging into the application and let me uh impersonate back to the employee here and and let's let's say like Joy kind of tried this and it really helped uh solve the issue he's able to log into it so he might just come back and say hey I'm able to log in to the applications after I my cloud VP uh thanks for so now we kind of figured out the problem and whatever David suggested followed and it it resolve the incident so obviously the next step is to uh say the issue is resolved because uh now Joey is able to log in to the instance so so now what I'll do I'll click on resolve so this again generates the resolution notes uh if it if it not generating the resolution notes here you can still use uh the summarize button that would give you the steps that are that is followed by the employee and yeah so you can see the resolution it's all automatically generated by uh the sidebar chats summarization ideally it should have also been generated when I click on resolve I don't know why it didn't resolve uh but but because I have sidebar chart summarization I'm just trying to use this so now I have documented what exactly happened and how did I how how did I resolve the issue so now uh I I just click on resolve I select uh solution provided I'll click on resolve so next time when a similar incident comes up again so now whoever is working on the incident instead of kind of going back and asking Beth to help they can see the resolution notes of this incident and they'll be able to suggest the similar a solution for their employee so this way we are we are we are solving two problems here one is like uh the the peers of the smes who have been dragged into the conversations they're able to summarize the chat uh on demand uh instead of going through all the conversation and you can also use this summarize the chat to share it onto the work notes and you can also kind of copy this and put it onto your resolution notes for future reference and it's not just for smes sometimes a chart might go for for for multiple days and then instead of going to the conversation the employee or even the agent can quickly refresh their memory by by just clicking on the summarize and sharing it onto the work notes so if even if they reassign the incident the next agent will be able to make use of this feature to bring them up to Fed without wasting a lot of time that way we are increasing the age and productivity and Bringing Down the NTR so that's the demo thank you and and happy to answer any questions thanks Shar could you also just quickly show the uh configuration of the scale 2 oh yeah sure absolutely uh let me impersonate system administrator so we have seen how the feature works now I want to get into as an admin how do you set up this uh do the setup so I directly go to the admin console so I'm I'm assuming uh that you have already installed the required plugins I'm not showing the plug-in installation part but I'm showing the steps that needs to be taken after installing the plugin so I'm getting into no assist admin console I'm getting into noas features tab here and here you can find a bunch of products uh get into technology Tab and make sure you select itm in the dropdown and here we have bunch of skills that we ship out of the box and and and for the today's demo we used sidebar discussion summarization which comes under chart you click on this that will open up this page and here uh again click on sidebar chat uh sidebar discussion summarization out of the box all the skills will be inactive uh because I already done the demo they all active here uh but when you open this uh here you need to choose your trigger so the quick AC the one that I just showed within the chat I can have a single cck action that is what we call as a quick action this is the only trigger we support at least as of today so this is something you have to turn on and then uh as you have seen the summary is coming as a bulleted list uh because I kind of turn this toggle if I turn off this toggle it it just comes as a paragraph so it's up to the uh the customer preference and let's say if I make the the selections here I click save and continue the next step is choosing tables so on what all tables do you want to uh kind of U expose this particular skill so we we give you all the different tables that are relevant to the itm and that comes out of the box but of these tables you can also select or select any of the tables like maybe I also want this to be on change face table uh which you're not selecting out of the box you can just click on this check box and you can make the selection so we ship total of 15 tables uh but let's say there is a custom table that you have created and and there is a use case where you want to turn on the skill so then you have to go into the config file and then in the config file as an admin you have an ability to add a new table it's a comma separated list you can add your table name and then that will automatically come up on the screen however the prerequisite is that table should support uh a sidebar a discussion in the first you still with that streer all right I think we might have lost shrier so let me ping him real quick see if we can get him back online yep we definitely lost time all right um let's take a look at the Q&A see if we have any question in the meantime oh actually I see shrier back can you hear me shrier hey yeah yeah okay we lost you there for a second oh okay uh let me share on my screen uh so at what part did I cut off uh you still the choose tables screen okay okay yeah you just talked about having the prerequisite of um the table supporting a cybar chat okay cool thank you yeah so so just to again repeat myself so we we sh 15 tables uh we will we show 15 tables on this list View and you can simply uh use this checkbox to activate the skill in any of the table but in case if you have other tables where you want to expose the skill make make sure that the table kind of supports a sidebar discussion and then there is a config file where we show a a comma separated list of all these tables as an admin you can go and add the the the new table that you want to add and that new table will show up on this list and make sure you kind of enable that the checkbox adjacent to that particular table name so once you do that you click on Save and continue the next thing is Select display so if you have seen other skills we we support it in product and some skills are also supported on the novas panel but this sidebar chat summarization is only supported in product so you have to make sure this this is toggled on whenever you're activating the skill uh once you have made all those things here we will just show you the triggers that you have selected the tables that you have selected uh uh so you you will see a button to activate the skill because you have already activated it you're no longer seeing the button to activate you can also click on this explain this where we will uh give you more details or we'll take you to that documentation where we have kind of elaborate explanation on how how how this skill works and what are the different uh uh configuration that that you can do as an admin so yeah this is this is a quick uh skills setup uh uh anything else Brian do you want me to cover or any questions uh we do have a question I'm not 100% sure if this is related to cyar but let's take it live so what config files need to be updated to add or enable summarization uh so basically it depends upon the skill config uh let me see if I can you pulling that up I I would say that and Brian keep me honest uh there is no fig files that need to be updated or enabled and perhaps maybe you can elaborate on your question um but I think you did follow up with custom table so I'll just phrase it this way out of the box incident summarization chat summarization all of these work just by going through the administration experience that we can that we've shown in in previous webinars um if you have customizations that is something that we're actively putting together content to help support uh go live so if you if you fall into the category of you you've done customizations and you would like them Incorporated for summarization you can actually do that by by configuring the experience to point to a custom table uh so what I will say is just to wrap this up is if you wanted to elaborate or maybe ask us directly in chat we can we can continue the conversation there um otherwise please feel free to to um um to ask additional followup