Revolutionize Agent-User Interactions with Now Assist

Table of Contents:

1. Introduction
2. Now Assist Features Overview
   1. Chat Summarization
   2. Resolution Notes
   3. Virtual Agent
3. Enhancing Agent productivity
   1. Chat Summarization during Handoff
   2. Summarization in Chat Interactions
4. Improving the Employee Experience
   1. Conversational Knowledge Base
   2. Catalog Ordering with Virtual Agent
5. Activating Now Assist
   1. Integration with Service Operations Workspace
   2. Admin Console Setup
6. Future Enhancements
   1. Multi-language Support
   2. Expanded Catalog Item Conversational Capability
7. Conclusion

Now Assist: Revolutionizing Agent-User Interactions

In today's fast-paced digital landscape, businesses are constantly seeking ways to streamline their operational processes and improve the customer experience. With the launch of Now Assist, a powerful new toolset from ServiceNow, companies can enhance their Customer Service capabilities and elevate their workforce productivity.

1. Introduction

In this article, we will delve into the exciting world of Now Assist and explore its various features that enable businesses to leverage the power of Generative AI to automate routine tasks, deliver exceptional user experiences, and drive overall efficiency. Whether you're an administrator, an agent, or an employee, Now Assist offers a suite of tools designed to make your work life easier and more efficient.

2. Now Assist Features Overview

Now Assist provides a range of features that leverage the power of generative AI to deliver unprecedented productivity and user experience enhancements. Let's take a closer look at each of these features:

2.1 Chat Summarization

Chat Summarization is a revolutionary feature that eliminates the need for agents to repeatedly ask customers for the same information. During a conversation, Now Assist automatically generates a concise summary of the chat, allowing agents to seamlessly continue the conversation without any disruption. This not only saves time but also improves the overall customer experience.

2.2 Resolution Notes

Resolution Notes are an invaluable tool for agents, providing them with a comprehensive summary of the steps taken in the resolution process. When an incident is reassigned to a higher-tier agent, Now Assist automatically generates resolution notes summarizing the conversation history, providing the agent with all the necessary context to effectively resolve the issue. This feature significantly reduces resolution time and empowers agents to deliver a more efficient and personalized customer experience.

2.3 Virtual Agent

Now Assist's Virtual Agent brings a new level of intelligence and interactivity to customer interactions. By leveraging the power of generative AI, the Virtual Agent is capable of understanding natural language queries and providing Relevant solutions to customers' problems. This conversational experience enables customers to find the information they need quickly and effortlessly, resulting in faster issue resolution and increased customer satisfaction.

3. Enhancing Agent Productivity

Now Assist is specifically designed to empower agents and boost their productivity. Let's explore some of the features that make this possible:

3.1 Chat Summarization during Handoff

When an incident is escalated or reassigned to another agent, Chat Summarization plays a crucial role in ensuring a smooth transition. Instead of starting from scratch, the receiving agent receives a concise summary of the previous conversation, allowing them to quickly grasp the context and provide seamless service to the customer. This feature eliminates the need for customers to repeat information, resulting in a more efficient and frustration-free experience.

3.2 Summarization in Chat Interactions

Now Assist's Chat Summarization feature is not limited to handoff scenarios. During Live Chat interactions, agents can rely on summarization capabilities to quickly understand the customer's query, previous conversations, and any relevant knowledge base articles. This empowers agents to deliver high-quality, personalized support in real-time, driving customer satisfaction and agent efficiency.

4. Improving the Employee Experience

Now Assist goes beyond enhancing agent productivity by focusing on improving the overall employee experience. Let's explore how it achieves this:

4.1 Conversational Knowledge Base

With Now Assist, employees can easily access the knowledge base through the Virtual Agent. Instead of manually searching for information, employees can ask natural language questions and receive Instant, relevant answers. This conversational interface makes it easy for employees to find the information they need, boosting self-service capabilities and reducing reliance on support teams.

4.2 Catalog Ordering with Virtual Agent

The Virtual Agent also facilitates catalog ordering, allowing employees to place orders for products and services directly through conversational interactions. By simply engaging in a chat conversation with the Virtual Agent, employees can specify their requirements, such as product specifications, delivery options, and more. This streamlined process reduces the effort required for ordering and enhances the overall employee experience.

5. Activating Now Assist

Activating Now Assist is a simple and straightforward process. It seamlessly integrates with ServiceNow's Service Operations Workspace and can be easily set up through the Admin Console. This allows businesses to leverage the power of Now Assist within their existing infrastructure, improving operational efficiency and delivering exceptional service to customers.

6. Future Enhancements

ServiceNow is committed to continuously enhancing the capabilities of Now Assist to meet evolving customer needs. Some of the exciting enhancements planned for the future include:

6.1 Multi-language Support

To cater to a global audience, Now Assist will soon offer support for multiple languages. This will enable businesses to provide personalized, conversational support to customers worldwide, regardless of their linguistic preferences.

6.2 Expanded Catalog Item Conversational Capability

ServiceNow is actively expanding the conversational capabilities of Now Assist to encompass a broader range of catalog items. This will enable businesses to offer conversational ordering and support for an extensive array of products and services, further improving employee and customer experiences.

7. Conclusion

Now Assist from ServiceNow is a Game-changing toolset that revolutionizes the way businesses interact with customers and empowers agents to deliver exceptional service. By leveraging the power of generative AI, Now Assist streamlines workflows, enhances productivity, and provides an unparalleled user experience. Whether it's automating routine tasks, delivering personalized support, or facilitating conversational interactions, Now Assist is a must-have technology for businesses looking to stay ahead in the digital realm.

Unlock the potential of Now Assist today and embark on a journey towards unparalleled productivity, increased customer satisfaction, and a more efficient organization.

鲍尔公式：

Highlights:

• Now Assist revolutionizes agent-user interactions, improving productivity and user experience.
• Chat Summarization saves agents' time by eliminating the need for repetitive information.
• Resolution Notes provide a comprehensive summary of steps taken, aiding in faster issue resolution.
• The Virtual Agent offers intelligent conversational support, enhancing customer interactions.

FAQ:

Q: Can Now Assist be integrated into existing platforms? A: Yes, Now Assist seamlessly integrates with Service Operations Workspace and other ServiceNow interfaces.

Q: Does Now Assist support multiple languages? A: Currently, Now Assist supports English, with support for additional languages planned for the future.

Q: Can any catalog item be made conversational with Now Assist? A: While most catalog items can be made conversational, some UI-driven components may not be suitable for this experience.

Resources:

• ServiceNow Community