go ahead and start start so hello everyone uh let me walk you through the another side of the agent or fulfiller Journey where the service desk has done its job how Brian has demoed just couple of minutes earlier but then eventually uh service resilience comes into picture where you would like to change execute change Implement a change so during that process change management summarization I mean change request summarization comes very handy for change managers and change approvers Personnel so having said that but implementation of any features becomes one of the very critical aspect in kpi for any service owner or admin but the good news is as other features as now assist for itm the chain summarization is also some clicks away and how that is let me walk you through so as an admin I have logged in into this system and and I have went to this uh now it admin application through my admin uh menu item here I can go to the Now's features and clicked on technology if you are aware of our earlier releases as well this is the same place where you can configure incident summarization chat summarization and other stuff here uh I should be able to see change as a new section so chat knowledge incident was there earlier change came as a new section and here as a part of our September release we have introduced change request summarization so the change request summarization what we have introduced has not only the information which is there from the change request table itself but also from its peripheral related list but I do understand that there might be some custom fields or there might be other fields you might be using it which you would like to include in your input to the summary to enable you that you can either come you can come here and click on make a copy if you are happy with what we have ever shipped as a part of the product out of the box product you just need to come here and click on activate so just one click activate you're done but if you would like to further configure it by including your own inputs by defining what kind of output you want want to show what sections to show and what not you would like to come here and click on configure let me take you back and show how quickly you can configure and how it is uh easy it is okay so I'm here I'll go back here and as I want to copy this out of the box skill let me click make a copy it will open up all almost every sections which I could edit but there are some sections which you will not be able to edit hold on I think I saw there is an issue audio who is asking can ah can someone on the call attendees confirm if you could hear I think moit said he cannot yeah I see Stefano has has raised his hand yeah Jesus says okay looks good thank you Kaa okay so I'm taking it forward so you can come here in your copied skill you can come here and change the skill name as per your business requirement and change quickly description which is more suitable for your business then you can Define all the inputs for different types of uh States so what we have done we have analyzed different data from our customers and saw that the response which is coming out or the information which you would like to show need to show in summary is actually based on these four states so we have clued some of the states here and then these inputs goes in those States but you can come here and say for example if you don't want to send service you're not using CI as an input you can come here and change that you can include some of the related list also which you would like to send as an input I will not change anything and then go ahead and send tell you the second area so this area which is customized prompt will help you to Define what do you want to see as an output so for example if some of the customers are not using risk as a factor then you can uncheck this risk from the output and then right here you can also type in some record to test that if I uncheck this risk how my summary is going to look like so right then in here itself you can test it based on what sections you want to include what section you want to deud from here here you can Define where this skill should be available do you want to make this skill available all the time do you want to customize the skill availability say based on different criteria on the change for form for example State uh location and so on so forth and at the end you can Define where all you want to show this feature you want to show this feature in product or you want to show this pre-i also in now's panel going forward you can also show Define what kind of roles should be able to see this so I'm not going to activate it because I have not changed anything and there's no point in uh activating it let me if you click on Save and continue it will activate the custom field which you have created and deactivate the one which we have shipped out to the box once you done with this you're good to go and how this will look into different user experience which is our service operations workspace and Native UI is here so as you have seen we have different sections based on the state so what you're seeing in front of you is a change request which is on the authorized state so that's the reason you're seeing sections which is objective plan and risk which is relevant to current state and current information which is there in this change record as well as the other related records but if a change which is has completed its workflow you will see more information if any incident caused by change yet what happened what are the Clos notes and so on so forth similarly in the native UI also you would be able to see the screen and the functionality Remains the Same you can copy this to the work notes you can provide your feedback from thumbs up and thumbs down you can copy this to the clipboard and save it wherever you want so this was a quick demo of change summarization and as we were talking about the service desk as well as the service resilience performance alog together let me jump back to the service desk and walk you through what we have done to make service desk even more performant and let me log to this system once again and walk you through what is coming out new in our September release on top of zadu family so task intelligence have been one of our very successful native AIML product so please note that now I'm talking about AIML not talking about generative AI so AIML products are uh are is what we're calling native Ai and these are not the ones which used large language model these are the ones which get trained on your past data so task intelligence is one of our very successful product where we have launched categorization of incident in last year on top of Vancouver we have got very great response from customers and feedback and then to continue that journey to help our customer Venture into the AIML Journey we have also brought similarity support on the task intelligence the beauty of task intelligence is it handholds you suggest you what kind of data is responsible for your prediction and predicts the value with high correlation and high quality it gives you the template and we also give you out of the box models which get train on your data the moment you download this plugin in production so basically one click application and it ready to run so you just download this plugin on the production these two out of the boox models which is based on these two templates get rain on your data you can come on task intelligence view how the uh is doing based on the quality and decide whether to turn it on or off for your agent and what it does is incident categorization categorizes the incident based on assignment group CI and service and similarity shows similar incidents on the service operations workspace and let me show you how it does So currently I'm logged in into a service operations workspace for Incident Management and I as an agent is looking on an incident I would like to triage this incident and how I can triage is I can click on recommended actions I can see what all in information or any suggestions are available as of now there's no suggestion available which I can look into so what I can do is instead of system suggesting me some recommendation I can go myself and search that any relevant article similar incidents or similar uh problem and change so what you're looking at here is we have combined the experience of recommendation which system is telling to an agent an agent who is going for the search for a recommendation so both the direction is now clubbed into single panel where you can be provided with a recommendation or where you can go and search so this search is powered by AI search and as you have seen in bran demo how AI search is powered by nist to give your Genius result similar experience agent will also see on the service operations workspace where the topmost card if possible will be powered by the generator Ai and this you can see here now assist is this part is getting powered by generative AI to show you a generous result and the rest all is search AI search results based on the data so that's all from the scope of zadu so what a quickly recap because I have jumped multiple product jump multiple personas so a quick recap what I have shown I have started with service resilience where I have shown the chain summarization powered by generative AI then I switch to task intelligence where the similarity support is now available on task intelligence to your customers to you to your admin and then I jump to the AI search availability on service operations workspace and from from the uh capability perspective I have moved from Pro Plus to Pro to standard so all three type of customers can use these three different capabilities to make their service desk and service resilience more performance that's it do we have any questions go right thank you aexa that was really good uh we do have a question from Stefano he's asking what the differences between recommended actions and agent assists can you talk a little bit about that please sure I'm glad uh Stefano that you did ask this question so agent assist from a technology perspective is powered by Zing search which is a keyword search so the results are not that topnotch the second part is where is the search tab here in the recommended actions is powered by AI search so all the enhancement which we doing on AI search whether it's genius results or multi- turn Q&A all these things will automatically can be used by agent as well as the request perfect thank you um folks we are now in the Q&A session so if you have any questions uh yeah you can I think stano has a followup question as well I agree Stefano so that's our actually the move forward once we have all the question all the customers move to the recommended action search we would start uh sunsetting agent assist because it's long we have not invested into agent assist because it was powered by a little older technology but as customers move to the newer one we would start doing that when and when is not yet decided but that is what the direction would be great and we have another question from MO hit uh he'd like to know whether nowes can be bought Standalone on top of of itm standard and there's no change in capabilities if it's bought with itm Pro uh M so now assis if you want NIS you'll need to buy the now sorry the itsm Pro Plus or the itsm Enterprise Plus skew so with the Pro Plus skew you would get itm standard you'd also get the itm Pro apps and then you'd also get now assist for the Enterprise Plus Q you'd get standard Pro and Enterprise apps as well as the now assist uh application