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Request generative AI capabilities

Request the generative AI capabilities in ITSM by using the Now Assist panel

IT Service Management > <a class="link" href="https://servicenow.com/docs/bundle/zurich-it-service-management/page/product/now-assist-itsm/concept/now-assist-itsm.html" title="Use the ServiceNow Now Assist for IT Service Management (ITSM) application to summarize the incident information, generate incident resolution notes, and summarize the chat for an interaction. You can enable your agents to understand the chat and incident context so that they can propose quicker resolutions to your requesters.">Now Assist for IT Service Management (ITSM) >

Request the generative AI capabilities in ITSM by using the Now Assist panel

Use the Now Assist panel to request the contextual generative AI capabilities in IT Service Management ( ITSM ) such as a chat summary, incident summary, or incident resolution notes in a conversational manner. You can also add comments and work notes. These capabilities provide you with a quick resolution to issues.

Make sure that Next Experience is enabled in the instance. For information about enabling Next Experience , see Considerations for activating Next Experience . For information about Next Experience , see Next Experience UI .

Role required: itil

You can access the Now Assist panel from the Core UI or Service Operations Workspace for ITSM to request generative AI capabilities for Now Assist for ITSM skills. For information about these skills, see Skill inputs and triggers for Now Assist for IT Service Management (ITSM) .

Using the Now Assist panel saves time for an agent; for example, the agent can quickly learn the details of an incident by reading the incident summarization. The summarization gives enough details about the associated interaction so that the requester doesn't have to repeat the same information to the agent. For information about the Now Assist panel, see Now Assist panel .

For information about how to activate the Now Assist panel, see Turn on the Now Assist panel .

Log in to an instance where Now Assist for IT Service Management (ITSM) is installed. Request generative AI capabilities to summarize a chat for an interaction, summarize a chat for an incident that was created from an interaction, summarize an incident, or generate incident resolution notes. Figure 1. Now Assist panel for ITSM skills

Option Description Summarize the chat for an interaction Open the interaction. From the header menu, select the Now Assist icon ( ). In the Now Assist panel, select Chat Summarization . A summary of the chat conversation with the live agent is displayed.

Summarize the chat for an incident that is created from an interaction Open the incident that was created from an interaction. From the header menu, select the Now Assist icon ( ). In the Now Assist panel, select Chat Summarization . A summary of the chat conversation with the live agent before the incident was created is displayed.

Summarize a Sidebar discussion Open the discussion. From the header menu, select the Now Assist icon ( ). In the Now Assist panel, select Sidebar Discussion Summarization . A summary of the discussion with the live agent is displayed.

Summarize an incident Open the incident. From the header menu, select the Now Assist icon ( ). In the Now Assist panel, select Summarize a record . An incident summary that helps you quickly understand the incident context is generated.

Summarize a change request Open the change request. From the header menu, select the Now Assist icon ( ). In the Now Assist panel, select Summarize a change request . A change request summary that helps you quickly understand the change request context is generated.

Change risk explanation Open the change request. From the header menu, select the Now Assist icon ( ). In the Now Assist panel, select Explain change risk . An explanation of the change request risk that helps you quickly understand the change request risk rating is generated.

Generate incident resolution notes Open the incident. From the header menu, select the Now Assist icon ( ). In the Now Assist panel, select Generate resolution notes . The incident resolution notes that provide a summary of the steps taken to resolve the issue are generated.

Generate a knowledge article Open the incident. From the header menu, select the Now Assist icon ( ). In the Now Assist panel, select Generate Article . A Knowledge article is drafted for the incident using task data, comments, and work notes from the activity stream.

Generate chat reply recommendation Open the chat message window. From the header menu, select the Now Assist icon ( ). In the Now Assist panel, select Generate Chat Reply Recommendation . The reply that provides a recommendation for the issue in the chat is generated.

Ask questions about an incident Open the incident. From the header menu, select the Now Assist icon ( ). In the Now Assist panel, either type in an incident assist topic question, or select Answer questions about an incident , and select an incident assist topic. Information requested about the incident is shown.

Use AI agents to complete tasks Get notified when an AI agent completes work on a use case. Follow the on-screen instructions to complete the task.

Add comments or work notes to a task record In the Now Assist panel, enter a phrase related to a comment or work note. The conversational flow for adding a comment or work note is triggered.

Follow the on-screen instructions to complete the task. Note: You must have the itil role to add work notes. For more information, see Conversational actions . Parent Topic: <a class="link" href="https://servicenow.com/docs/bundle/zurich-it-service-management/page/product/now-assist-itsm/concept/using-now-assist-for-itsm.html" title="If you have the itil role, you can summarize the chat interactions with a requester, summarize an incident, and generate resolution notes by using the Now Assist for IT Service Management (ITSM) application. You can also understand the chat and incident context and propose resolutions more quickly to the requester.">Using Now Assist for IT Service Management (ITSM) Generative AI skills