Fuel Your Enthusiasm How Now Assist for ITSM will Supercharge your IT Service Management

00:51:38
https://www.youtube.com/watch?v=SX0fPGI3Ob0

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TLDRThe webinar, part of the Live on ServiceNow series, explores how Now Assist for IT Service Management (ITSM) can enhance IT services by leveraging AI-powered tools. It introduces features such as chat recommendations, automated knowledge article generation from multiple incidents, and sidebar chat for improved collaboration. Presenters emphasize the importance of user and agent productivity, aiming to reduce time to resolution and improve the overall service experience. The session mentions an impending store release on November 7th and invites attendees to participate in feedback surveys and future events. Key staff members introduce themselves and provide insights into the development and operational benefits of the new capabilities. A live demonstration showcases the tools and explains their advantages in practical scenarios.

ๅŽ็ฉซ

  • ๐Ÿš€ Now Assist for ITSM enhances service management.
  • ๐Ÿ’ก AI tools improve productivity and user experience.
  • ๐Ÿ“† New release scheduled for November 7th.
  • ๐Ÿ“š Generate knowledge articles from multiple incidents.
  • ๐Ÿ› ๏ธ Sidebar chat facilitates internal collaboration.
  • ๐Ÿ“Š Feedback sought through participant surveys.
  • ๐Ÿ‘ฅ Live interaction encourages audience engagement.
  • โฌ†๏ธ Emphasis on reducing time to resolution.
  • ๐ŸŽ“ Training and enablement opportunities available.
  • ๐Ÿ”„ Forward-looking features discussed.

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  • 00:00:00 - 00:05:00

    Introduction to the session about fueling enthusiasm and IT service management with ServiceNow's webinar series. The session includes understanding future capabilities and the schedule of upcoming webinars.

  • 00:05:00 - 00:10:00

    Overview of housekeeping details regarding the webinar session, including handling Q&A and session recording. Introduction of the main speakers, Jeff Fox and his team members, who explain their roles and experiences related to ServiceNow.

  • 00:10:00 - 00:15:00

    The goal is to focus on driving value and productivity through IT service management by using AI to enhance self-service, improve agent efficiency, and content development. Explanation of common problems in IT organizations, such as incident management and the need for improved self-service solutions.

  • 00:15:00 - 00:20:00

    Discussion of the continuing theme of increasing productivity and enhancing user experience through AI-powered solutions. How these solutions aim to improve content quality and organizational trust, acting as catalysts for effective incident and service management.

  • 00:20:00 - 00:25:00

    Introduction to demo sections with highlights of new capabilities in ServiceNow, such as chat recommendations, change summarizations, and knowledge generation enhancements. Ways these capabilities support various user interactions and organizational improvement.

  • 00:25:00 - 00:30:00

    Demonstration of Virtual Agent capabilities showing AI search's ability to respond to user inquiries effectively, leveraging indexing from previously established content.

  • 00:30:00 - 00:35:00

    Explanation of how Virtual Agent interacts with users in a conversational manner for resetting passwords and accessing service catalogues, improving the user experience in a self-service context.

  • 00:35:00 - 00:40:00

    ServiceNow's ability to improve agent interactions through chat. Enhancements in recommendation capabilities enable better consistency and efficiency in agent responses. Elevating the customer service experience through detailed transcripts and chat summaries.

  • 00:40:00 - 00:45:00

    Explanation of using knowledge recommendation and agent assist features to direct investigations and enhance problem-solving. Highlighted the improvement in information retrieval for agents responding to issues, increasing service delivery speed.

  • 00:45:00 - 00:51:38

    Summarizing the discussion with a focus on the improvements in ServiceNow's capabilities, including chat functionalities, AI search, and change management features. These improvements aim to enhance organizational efficiency, reduce redundant processes, and optimize overall service management.

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Mind Map

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  • What is the main focus of the webinar?

    The webinar focuses on how Now Assist for ITSM can enhance IT services and improve productivity.

  • Are there any forward-looking statements in the session?

    Yes, the session includes forward-looking statements regarding future features and capabilities.

  • How can participants provide feedback?

    Participants can provide feedback through a survey available at the end of the session.

  • Can knowledge articles be generated from multiple incidents?

    Yes, the session highlights a feature where knowledge articles can be generated from multiple incidents.

  • Is there a new release announcement in the webinar?

    Yes, a new store release is announced for November 7th.

  • What is the purpose of the sidebar chat feature?

    The sidebar chat feature allows internal collaboration and context sharing within service records.

  • How does the session encourage viewer engagement?

    The session encourages viewer engagement by inviting participants to ask questions and provide feedback through polls and surveys.

  • Does the webinar include a live demonstration?

    Yes, the webinar includes a demonstration of features like chat recommendations and knowledge article generation.

  • What languages does the AI-powered solutions support?

    The webinar does not specify language support for AI solutions in the provided segment.

  • How is agent productivity improved according to the session?

    Agent productivity is improved through features like automated knowledge generation and chat recommendations, reducing repetitive tasks and questions.

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ใ‚ชใƒผใƒˆใ‚นใ‚ฏใƒญใƒผใƒซ:
  • 00:00:01
    we are going to talk about how to fuel
  • 00:00:02
    Your Enthusiasm and get excited for
  • 00:00:05
    understanding how now assy for itm can
  • 00:00:07
    supercharge your itm service manage or
  • 00:00:09
    your it service management um we may
  • 00:00:13
    talk about some forward-looking
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    statements today some things that aren't
  • 00:00:16
    currently generally available uh please
  • 00:00:18
    understand that anything we do talk
  • 00:00:20
    about that isn't available now
  • 00:00:22
    represents a plan and not a promise and
  • 00:00:25
    should not impact any purchasing
  • 00:00:28
    decisions um
  • 00:00:36
    today's session is a part of the live on
  • 00:00:38
    service now webinar um series it's a
  • 00:00:42
    curated event series designed to connect
  • 00:00:44
    you with service now experts and peers
  • 00:00:46
    that can help you to deploy your
  • 00:00:47
    products and Achieve value faster we
  • 00:00:49
    hope you'll join us again at another
  • 00:00:51
    webinar or 360 exchange um you can see
  • 00:00:54
    the schedule by scanning this QR code or
  • 00:00:56
    seeing the link in the chat and uh
  • 00:01:00
    oh guys I have a
  • 00:01:03
    uh want to make sure that I drop
  • 00:01:06
    in this information about today's
  • 00:01:12
    session so bear with me while I drop
  • 00:01:16
    this
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    in there we go Okay cool so there's uh
  • 00:01:27
    information on where uh today's s
  • 00:01:29
    question will be
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    posted all right sorry let me get back
  • 00:01:34
    into character here um we've got a
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    handful of additional um webinars coming
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    up one is on uh the 26th next week uh
  • 00:01:44
    Brian who's on the call now will be
  • 00:01:45
    talking about how to activate your
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    analysis for itm we've also got a
  • 00:01:49
    partner session that's coming up and
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    want to make sure that if you are
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    working with a partner that um you uh
  • 00:01:57
    share this information with them
  • 00:02:00
    uh in terms of how to join that uh
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    partner session next week on Thursday
  • 00:02:06
    all right couple quick hous keeping
  • 00:02:08
    items we saved time at the end for
  • 00:02:10
    questions and answers so please use the
  • 00:02:12
    Q&A button and uh our team will be
  • 00:02:14
    monitoring that to address any questions
  • 00:02:15
    along the way and we may take some
  • 00:02:17
    breaks uh as well if there's any
  • 00:02:18
    questions uh this presentation will be
  • 00:02:20
    recorded and shared on community and
  • 00:02:23
    after the event uh there's going to be a
  • 00:02:25
    survey to prompt you for feedback uh we
  • 00:02:27
    really do uh appreciate your input on
  • 00:02:30
    and it does help inform our our upcoming
  • 00:02:32
    sessions um as we'll see here in a
  • 00:02:34
    moment the uh there's also the the
  • 00:02:37
    opportunity to participate in a roadmap
  • 00:02:39
    session uh we haven't had one for a
  • 00:02:41
    little while but if you'll continue to
  • 00:02:43
    let us know that you're interested in
  • 00:02:44
    learning more about uh anal assist um
  • 00:02:47
    for itm and its upcoming features and
  • 00:02:49
    capabilities uh we'll be happy to
  • 00:02:50
    include you so please do respond to the
  • 00:02:52
    survey at the end of the session um also
  • 00:02:55
    want to make note that we have a new
  • 00:02:56
    release coming up a store release on
  • 00:02:58
    November the 7th so please be on the
  • 00:03:01
    lookout for that and some additional
  • 00:03:02
    capabilities we'll be able to preview
  • 00:03:04
    more about what's coming with that if uh
  • 00:03:06
    you'll participate in our one of these
  • 00:03:07
    roadmap sessions also um sharing some
  • 00:03:11
    information here on the session that's
  • 00:03:13
    coming up next week and some of the
  • 00:03:14
    enablement courses uh putting this in at
  • 00:03:16
    the beginning just uh to make sure that
  • 00:03:19
    folks understand where they can learn
  • 00:03:20
    more about analysis for itsm okay let's
  • 00:03:23
    get to it um I've been speaking uh so
  • 00:03:26
    I'll go ahead and go first my name is
  • 00:03:28
    Jeff Fox I'm a product manager
  • 00:03:30
    uh I've been working on now assis for
  • 00:03:32
    itm for about three quarters this year
  • 00:03:34
    I've been with service now for about uh
  • 00:03:36
    coming it'll be three years next month
  • 00:03:38
    uh I love talking to customers about how
  • 00:03:40
    to get more value from our products and
  • 00:03:42
    uh so I'm I'm really excited to be here
  • 00:03:44
    today and talk about what's new in our
  • 00:03:45
    xan do release so
  • 00:03:48
    um I'm excited let me pass on to some of
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    our other um uh Personnel on the call
  • 00:03:53
    today Jason do you want to do a quick
  • 00:03:55
    intro yeah hello everyone I'm Jason
  • 00:03:57
    leang I'm part of the itm product
  • 00:03:59
    management team along with Jeff um we're
  • 00:04:01
    focused I'm focused on our gen
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    capabilities based here in Santa Clara
  • 00:04:05
    it's not too sunny this morning but I've
  • 00:04:07
    been here a little over four years now
  • 00:04:10
    so I've been doing a lot of the AI ml
  • 00:04:14
    Technologies and products as part of the
  • 00:04:16
    itm product portfolio looking forward to
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    chat with you guys about
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    geni I'll pass it over to
  • 00:04:22
    Brian morning everyone uh I'm Brian I'm
  • 00:04:25
    also on the service now itm gen team
  • 00:04:30
    uh so work very closely with Jeff Jason
  • 00:04:32
    and go been here for about 3 years now
  • 00:04:36
    and um excited to answer some of your
  • 00:04:39
    questions I won't be presenting today
  • 00:04:41
    but excited to answer any questions you
  • 00:04:42
    guys might have so please feel free to
  • 00:04:45
    use the Q&A or the chat and we'll do our
  • 00:04:47
    best to get back to you in a timely
  • 00:04:50
    manner um gok do you want to say a few
  • 00:04:52
    words sure thanks uh thanks Brian hey
  • 00:04:55
    everyone good morning good evening um
  • 00:04:57
    I'm Gokul n I'm part of the product team
  • 00:05:00
    uh which uh we work with it smbu quite
  • 00:05:03
    closely and work with all of you that
  • 00:05:06
    see you see here Jeff J and Brian um and
  • 00:05:09
    the primary goal that we uh try to
  • 00:05:11
    accomplish is to make sure customers
  • 00:05:12
    adopt our newer products now being one
  • 00:05:15
    of them uh and I'm I'm more than happy
  • 00:05:18
    to answer any questions that you have
  • 00:05:20
    today again like Brian I won't be
  • 00:05:22
    presenting but we'll be here to help you
  • 00:05:25
    with answers to your questions thank
  • 00:05:27
    you thanks goo all right so we talked
  • 00:05:31
    earlier about uh the request to respond
  • 00:05:34
    to the survey when you close out of the
  • 00:05:36
    zoom session today uh I included some of
  • 00:05:39
    the Highlight feedback from our last
  • 00:05:41
    webinar from from last month um had had
  • 00:05:45
    a couple cool um comments around what
  • 00:05:48
    people liked I focused more though on
  • 00:05:50
    improvements uh you know this comment
  • 00:05:52
    around getting to demos more quickly and
  • 00:05:54
    cutting down on slides was uh you know
  • 00:05:57
    really spoke to me but uh as you guys
  • 00:05:59
    know you know the job here is to make
  • 00:06:00
    sure that everybody's informed on what
  • 00:06:03
    uh value and U now assist te technology
  • 00:06:07
    will deliver to your organizations and
  • 00:06:09
    really want to equip participants to be
  • 00:06:11
    able to sell internally to the extent
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    necessary and so we'll get through the
  • 00:06:15
    slides as quickly as we can I'm
  • 00:06:16
    targeting about 10 minutes um or or less
  • 00:06:19
    to get through the slide uh component um
  • 00:06:21
    and then we'll get right into the demo
  • 00:06:23
    and we've got a lot to share today um so
  • 00:06:26
    anyway we do look at your feedback and
  • 00:06:28
    uh so please keep Keep It
  • 00:06:31
    Coming uh with that said let's let's
  • 00:06:33
    crack
  • 00:06:37
    on all right and today we're going to
  • 00:06:39
    have a similar flow to what we've done
  • 00:06:40
    in the past we'll go through a overview
  • 00:06:43
    of the analysis for itfm solution uh
  • 00:06:45
    we'll provide a demo and then we'll
  • 00:06:47
    we'll have our Q&A discussion so um as
  • 00:06:51
    you guys know we're really looking to
  • 00:06:52
    drive uh productivity increase
  • 00:06:55
    productivity while maintaining an
  • 00:06:57
    excellent user experience this is really
  • 00:06:59
    become a a crucial um theme with nearly
  • 00:07:03
    every customer we talk about this comes
  • 00:07:04
    up in one manner or another and the
  • 00:07:07
    targets that we're trying to uh enable
  • 00:07:10
    with uh you know the technology we've
  • 00:07:12
    developed is really around uh driving
  • 00:07:14
    self-service for requesters with
  • 00:07:16
    engaging content that helps them be more
  • 00:07:18
    productive and also deflects t uh
  • 00:07:21
    deflects incidents from an agent
  • 00:07:22
    perspective we want to get them up to
  • 00:07:24
    speed faster whenever an incident is
  • 00:07:26
    created uh so that they don't have to
  • 00:07:28
    ask redundant questions uh and that they
  • 00:07:30
    can either address an incident you know
  • 00:07:32
    themselves or uh if they have to
  • 00:07:34
    transfer an incident to to another agent
  • 00:07:36
    that they can do so quickly and in a
  • 00:07:38
    concise manner so that redundant
  • 00:07:40
    questions don't need to be asked or
  • 00:07:42
    investigation doesn't get conducted a
  • 00:07:44
    second time um and then from an owner
  • 00:07:47
    perspective we we and we want to enable
  • 00:07:50
    the development of content right so that
  • 00:07:53
    um based on using generative AI to
  • 00:07:55
    develop content that uh drives
  • 00:07:57
    additional self-service uh in the future
  • 00:08:00
    um and from an owner's perspective we
  • 00:08:02
    really want to
  • 00:08:03
    enable increase return on investment by
  • 00:08:07
    getting our Solutions up and running and
  • 00:08:09
    available for end users quickly um and
  • 00:08:12
    so this uh the need for AI power
  • 00:08:15
    transformation is really driven from a
  • 00:08:17
    lot of problems that uh are prevalent
  • 00:08:20
    across uh Enterprises today you know we
  • 00:08:23
    see a lot more a lot more technology
  • 00:08:25
    being used which really is driven
  • 00:08:27
    incidents there's fewer people available
  • 00:08:30
    to address it issues um there's always
  • 00:08:33
    budget constraints and and there's often
  • 00:08:37
    times not content that's available to
  • 00:08:39
    help address questions and so it can
  • 00:08:41
    lead to uh many different issues for
  • 00:08:44
    users and
  • 00:08:45
    agents
  • 00:08:47
    um you know this includes poor
  • 00:08:49
    experiences and just an overall U slow
  • 00:08:52
    time to resolve incidents and increase
  • 00:08:55
    cost um also a lack of trust in an
  • 00:08:57
    organization where the content might not
  • 00:08:59
    be be of high quality and you know more
  • 00:09:02
    specifically within an IT organization
  • 00:09:04
    you know an employee won't be able to
  • 00:09:06
    serve themselves so they uh set up an
  • 00:09:10
    incident and an agent takes time to get
  • 00:09:12
    up to speed on it uh they may or may not
  • 00:09:15
    document their their steps and if they
  • 00:09:17
    do so it's it's manual and um any
  • 00:09:21
    content that is developed to help
  • 00:09:23
    address uh indicate what resolutions
  • 00:09:26
    were provided may not be of high quality
  • 00:09:28
    or may not get created at all so this is
  • 00:09:31
    really why we've developed nalysis for
  • 00:09:32
    itm and and the vision that we've got uh
  • 00:09:35
    for nalysis is really represented with
  • 00:09:38
    this Loop um we've got this streamlining
  • 00:09:41
    of resolutions uh on the agent side that
  • 00:09:46
    really automates the creation of content
  • 00:09:48
    and then drives additional self-service
  • 00:09:50
    in the deflection of incidents and the
  • 00:09:53
    this this Loop is really uh what we're
  • 00:09:55
    trying to drive for and it and it
  • 00:09:57
    delivers a better overall EXP experience
  • 00:09:59
    or at scale that um reduces costs
  • 00:10:03
    because you can either deflect incidents
  • 00:10:05
    or address them with tier one agents and
  • 00:10:07
    overall develop better content in your
  • 00:10:09
    organization with a high higher level of
  • 00:10:12
    service and more trust in the content
  • 00:10:14
    that is uh available and so you know we
  • 00:10:18
    talk about now assist devel delivering
  • 00:10:20
    increased self-service reduced time to
  • 00:10:22
    Value overall quality a better
  • 00:10:24
    experience and and a lower total cost um
  • 00:10:28
    I think this is pretty well OD and we're
  • 00:10:30
    we're winding down on the slides here I
  • 00:10:32
    think I'm getting through them in about
  • 00:10:33
    five minutes so um good timing um from a
  • 00:10:37
    self-service perspective we're really
  • 00:10:39
    driving to have now assis uh increase
  • 00:10:42
    the ability for end users to self-serve
  • 00:10:45
    with an excellent experience and and
  • 00:10:47
    make it uh available in an overall easy
  • 00:10:49
    way for your organization from an agents
  • 00:10:52
    perspective we really want to help
  • 00:10:54
    support the reduction of the time to
  • 00:10:55
    resolve incidents that are created with
  • 00:10:57
    high quality service and a good
  • 00:10:59
    experience on the agent side of things
  • 00:11:01
    and this again should be easy to deploy
  • 00:11:04
    um uh for the admin and then we recently
  • 00:11:08
    launched this service resilience
  • 00:11:10
    capability that was uh uh included in
  • 00:11:13
    our latest release around change
  • 00:11:15
    summarization we've got more service
  • 00:11:17
    resiliency capabilities that are coming
  • 00:11:19
    in subsequent releases but this is
  • 00:11:21
    designed to increase the reliability of
  • 00:11:23
    service uh and deliver an overall
  • 00:11:25
    increased service quality uh with
  • 00:11:28
    excellent experience and again be very
  • 00:11:30
    quick to
  • 00:11:31
    deploy um and with that I think we're
  • 00:11:34
    going to get into our demo so let me
  • 00:11:36
    take a quick pause here see if there's
  • 00:11:37
    any comments or questions Brian Jason
  • 00:11:40
    Goku
  • 00:11:42
    anything no questions in the chat but
  • 00:11:44
    feel free to use the chat and post it to
  • 00:11:46
    everyone if you need to toggle it on or
  • 00:11:49
    off I think by default it posted to the
  • 00:11:51
    host and panelist it's helpful for
  • 00:11:53
    everyone to be able to see the questions
  • 00:11:54
    and we can answer them um as we see
  • 00:11:57
    them awesome thanks okay so getting into
  • 00:12:01
    the demo then I'm real excited so we
  • 00:12:03
    just had our xanadoo release um in
  • 00:12:06
    September which uh enabled the uptake of
  • 00:12:08
    the August store release uh we've got a
  • 00:12:11
    handful of highlights that we're going
  • 00:12:12
    to include here but I'll touch bases on
  • 00:12:15
    uh a lot of the existing capabilities
  • 00:12:16
    that may have had some other more minor
  • 00:12:18
    enhancements uh but but of note we're
  • 00:12:20
    going to look at our chat recommendation
  • 00:12:23
    capability we we'll see change
  • 00:12:25
    summarization we'll look at our sidebar
  • 00:12:27
    chat summary and all the value that it
  • 00:12:29
    delivers and then uh We've ENC enhanced
  • 00:12:32
    our knowledge article gener
  • 00:12:33
    knowledge-based generation capability to
  • 00:12:36
    instead of being driven from a single
  • 00:12:37
    incident it can um employ multiple
  • 00:12:41
    incidents to have the llm draft an
  • 00:12:43
    article um so let's get into
  • 00:12:50
    it okay I'm logged in as storm employee
  • 00:12:54
    right and he's uh sitting in employee
  • 00:12:56
    Center this is our uh employee facing
  • 00:12:58
    portal our front end for all employee
  • 00:13:00
    use cases uh this is EC Pro and we could
  • 00:13:04
    have a full session on the value of EC
  • 00:13:06
    Pro but I'm going to dig into some of
  • 00:13:07
    the capabilities and I'm going to start
  • 00:13:09
    with now assist and AI search and I'm
  • 00:13:11
    going to do this simple question around
  • 00:13:12
    how to connect to a VPN on iPhone this
  • 00:13:15
    is a capability that hasn't necessarily
  • 00:13:17
    been updated uh with xanadoo but want to
  • 00:13:20
    make sure that we're um you know
  • 00:13:22
    starting from a a common basis and one
  • 00:13:25
    of the things I really want to share
  • 00:13:26
    here that I may not have put in Prior
  • 00:13:28
    demonstrations is the fact that you know
  • 00:13:30
    I asked this question about um
  • 00:13:32
    connecting to a VPN on iPhone and it's
  • 00:13:35
    it's come up with this response from
  • 00:13:36
    this article around how to configure VPN
  • 00:13:38
    for Apple devices right and we'll take a
  • 00:13:41
    look at the article in in just a moment
  • 00:13:43
    but if we change this question to how to
  • 00:13:45
    enable VPN on a mat the retrieval
  • 00:13:48
    augmented generation architecture that
  • 00:13:51
    now assist employs um goes and finds an
  • 00:13:54
    answer to this question and it's from
  • 00:13:56
    the same article so rather than getting
  • 00:13:58
    an a summary that may or may not answer
  • 00:14:00
    the question we're able to go in and
  • 00:14:03
    um uh see where did my article go how to
  • 00:14:08
    so I'm going to just take a quick look
  • 00:14:10
    at this article to give you an idea we
  • 00:14:12
    looked at how to configure VPN for
  • 00:14:14
    iPhone we've got that content here then
  • 00:14:16
    we changed the question to Mac and it
  • 00:14:18
    and it summarizes this again um so
  • 00:14:21
    really just uh trying to highlight the
  • 00:14:22
    value and in the the benefit to
  • 00:14:25
    customers the the improved experience
  • 00:14:27
    for your requesters that they'll get
  • 00:14:29
    um you know from the content that you've
  • 00:14:31
    got uh uh
  • 00:14:33
    inous um let's see here next up I'm
  • 00:14:36
    going to uh move over to Virtual agent
  • 00:14:37
    and I'm going to ask a similar question
  • 00:14:39
    about
  • 00:14:40
    um
  • 00:14:42
    uh can I
  • 00:14:45
    expend WiFi on a
  • 00:14:53
    plane all right and here virtual agent
  • 00:14:57
    is responding we're going to cycle
  • 00:14:59
    through the carousel here and we see
  • 00:15:01
    this answer that's provided that really
  • 00:15:03
    indicates you know based on we can even
  • 00:15:05
    see the source yes indeed a wi Wi-Fi
  • 00:15:09
    expense can can be Wi-Fi can be expensed
  • 00:15:13
    um when you're on a plane and if we
  • 00:15:14
    wanted to go ahead and click into this
  • 00:15:15
    this is going to open up in a new tab in
  • 00:15:17
    this particular configuration but it's
  • 00:15:20
    going to bring up this policy that's got
  • 00:15:22
    the content here that speaks to um WiFi
  • 00:15:26
    can be expensed so a lot of value
  • 00:15:29
    delivered for uh the organization as
  • 00:15:32
    well and just a self-served and and a
  • 00:15:34
    good experience um okay we're going to
  • 00:15:37
    reset this
  • 00:15:38
    conversation
  • 00:15:39
    and uh we're GNA follow through an outof
  • 00:15:43
    the-box llm power topic experience so in
  • 00:15:47
    this case the storm needs to reset his
  • 00:15:49
    inra ID password he he's unfortunately
  • 00:15:52
    gotten locked out ENT ID and in this
  • 00:15:55
    case virtual agent has responded um with
  • 00:15:58
    this uh out of the box LL empowered
  • 00:16:00
    topic and we've already um got some
  • 00:16:02
    questions and answers that um Storm's
  • 00:16:05
    going to be able to respond to uh to
  • 00:16:07
    authenticate in and and get this
  • 00:16:10
    uh password
  • 00:16:14
    reset so just a few questions and this
  • 00:16:17
    authentication method is sort of
  • 00:16:18
    arbitrary we have a handful Jason maybe
  • 00:16:21
    you can speak to this uh in terms of how
  • 00:16:23
    we can um leverage this topic and and
  • 00:16:26
    talk to the authentication methods
  • 00:16:27
    perhaps you can see here by the way the
  • 00:16:29
    result is that the passwords um uh
  • 00:16:33
    instructions are being sent via email so
  • 00:16:35
    a nice quick response where uh AEL is
  • 00:16:38
    able to or sorry storm is able to selfs
  • 00:16:39
    serve yeah and just to just to add to
  • 00:16:42
    what Jeff mentioned um this this
  • 00:16:44
    particular topic flow is layering on top
  • 00:16:47
    of our existing password reset solution
  • 00:16:50
    so if you're using service now password
  • 00:16:52
    reset for inter uh local credentials as
  • 00:16:56
    well as even um as you can see in this
  • 00:16:59
    example ENT ID so the old uh the new
  • 00:17:01
    name for the Azure active directory or
  • 00:17:04
    on Prem ad those can all be sources or
  • 00:17:08
    credential stores that can be used to
  • 00:17:10
    reset as part of the solution as you go
  • 00:17:12
    through the types of configurations
  • 00:17:14
    there's verifications in the case of
  • 00:17:16
    this demo we're showing just simple Q&A
  • 00:17:19
    but you can leverage things like SMS um
  • 00:17:22
    authenticator codes um even custom
  • 00:17:25
    authentication types as part of that
  • 00:17:27
    experience and also depending on the
  • 00:17:29
    type of verifications you have it could
  • 00:17:31
    be trying to email or SMS you or you
  • 00:17:34
    could actually change the password in
  • 00:17:36
    line of the virtual agent
  • 00:17:39
    experience thanks Jason okay so moving
  • 00:17:42
    on I want to show um how Now assistant
  • 00:17:45
    virtual agent makes catalog items
  • 00:17:48
    conversational uh this can really help
  • 00:17:51
    uh address items for deliver an enduser
  • 00:17:54
    experience it's a lot more U palatable
  • 00:17:57
    for for your customers for your end
  • 00:17:59
    users and requesters so I'm going to uh
  • 00:18:01
    initiate a new um topic flow and
  • 00:18:04
    basically what we're going to do is um
  • 00:18:06
    complete this service catalog item
  • 00:18:10
    conversationally um so just a simple
  • 00:18:12
    example uh we like to go through this
  • 00:18:14
    one because it's just got a handful of
  • 00:18:16
    fields that are pretty easy to go
  • 00:18:18
    through now I've indicated in this um
  • 00:18:21
    utterance that I need Miro and the
  • 00:18:23
    reason why is for a product envisioning
  • 00:18:25
    session so virtual agent is coming back
  • 00:18:27
    and it's correctly you know identified
  • 00:18:29
    the item that I'm looking to request and
  • 00:18:31
    verifying this first question that it is
  • 00:18:33
    indeed for
  • 00:18:37
    storm and it you you'll not it didn't
  • 00:18:40
    ask me for the business justification so
  • 00:18:41
    I'm going to go ahead and respond to the
  • 00:18:43
    next question indicating that I'm on the
  • 00:18:45
    product team and you can see here that
  • 00:18:46
    under business justification it's it's
  • 00:18:49
    captured what I um indicated initially
  • 00:18:52
    so just like that it's developed a
  • 00:18:54
    correct response I can go through and
  • 00:18:56
    conversationally make adjustments if NE
  • 00:18:58
    necessary but for expediency I'll submit
  • 00:19:01
    it and just like that we've got a
  • 00:19:03
    request that's been completed using Now
  • 00:19:05
    assistant virtual agent um Okay so we've
  • 00:19:09
    gone through we've done some searching
  • 00:19:11
    we've looked at password uh
  • 00:19:15
    reset and we've done this catalog item
  • 00:19:17
    so I'm
  • 00:19:22
    gonna start one more topic and uh we're
  • 00:19:26
    going to transition into the agent face
  • 00:19:28
    capabilities at this point so I'm going
  • 00:19:30
    to trigger a case through virtual agent
  • 00:19:34
    uh and in this instance we're going to
  • 00:19:36
    say that Zoom isn't working for storm so
  • 00:19:38
    he just comes in and says Zoom zoom's
  • 00:19:41
    not working for
  • 00:19:43
    him all right and virtual agent is going
  • 00:19:45
    to come back with a handful of catalog
  • 00:19:47
    items and suggestions that may address
  • 00:19:50
    uh what's happening in Zoom none of that
  • 00:19:52
    really seems to
  • 00:19:54
    work and similarly these other items
  • 00:19:56
    aren't working either we've got this
  • 00:19:58
    fallback
  • 00:19:59
    potential to create an incident but um
  • 00:20:01
    for our purposes I'm going to ask to
  • 00:20:04
    speak to a live
  • 00:20:09
    agent and again here's where we're
  • 00:20:11
    really going to get into a lot of the
  • 00:20:12
    the newer capabilities so uh here I'm
  • 00:20:16
    logged in as Lakme our analyst and she's
  • 00:20:19
    got this interaction request
  • 00:20:21
    [Music]
  • 00:20:22
    from one of the capabilities that we
  • 00:20:24
    talked about that was really cool was
  • 00:20:26
    this chat reply recommendation and it
  • 00:20:29
    and it's going to be um presented here
  • 00:20:31
    within the active chat you know I don't
  • 00:20:34
    want to bypass the fact that we've got
  • 00:20:36
    this chat summarization through anal
  • 00:20:37
    assist again your uh agents will enjoy
  • 00:20:41
    not having to scroll through an entire
  • 00:20:42
    transcript to see what's happened when
  • 00:20:45
    they can just look at the handful of
  • 00:20:47
    bullets that are provided um through
  • 00:20:49
    this uh summarization but what's really
  • 00:20:52
    cool here now
  • 00:20:54
    is um
  • 00:20:59
    I'm going to click on you can see this
  • 00:21:01
    sparkle icon and it allows you to either
  • 00:21:04
    elaborate or shorten this particular um
  • 00:21:07
    response so I'm going to click on
  • 00:21:09
    elaborate and Jason I'd really like your
  • 00:21:10
    input on here I know this is something
  • 00:21:12
    you worked on quite a
  • 00:21:17
    bit yeah and I think as you can see with
  • 00:21:20
    what Jeff is showing is it takes the
  • 00:21:23
    text that you have in the input there
  • 00:21:26
    and depending on if you choose elaborate
  • 00:21:28
    so if you've got a long text that can
  • 00:21:29
    obviously shorten it as well you also
  • 00:21:31
    have this refine option to to be able to
  • 00:21:35
    take what are the what are the responses
  • 00:21:37
    that are generated and change it up one
  • 00:21:39
    other thing that and maybe Jeff will
  • 00:21:40
    show this as well is you can actually
  • 00:21:43
    just have a clear text box where you
  • 00:21:47
    don't have any text at all and click the
  • 00:21:50
    sparkle icon and it will generate a
  • 00:21:53
    response or
  • 00:21:55
    recommendation uh reply recommendation
  • 00:21:57
    based on the current state of the chat
  • 00:21:59
    so if it's for example just being passed
  • 00:22:03
    from a virtual agent to an uh to a live
  • 00:22:05
    agent in this case laki it will know
  • 00:22:07
    that this is in essentially the greeting
  • 00:22:10
    phase and as part of that greeting phase
  • 00:22:12
    it'll synthesize a an appropriate
  • 00:22:15
    response based on that now as you get
  • 00:22:17
    into the different phases of this when
  • 00:22:21
    um the user specifies they have a
  • 00:22:24
    particular issue then you kind of enter
  • 00:22:26
    different stages like context Gathering
  • 00:22:29
    and it'll try to take similar chats or
  • 00:22:32
    interactions that have happened in the
  • 00:22:34
    past of of people that have the same
  • 00:22:37
    issue and as well as look at potential
  • 00:22:41
    knowledge bases that might be
  • 00:22:43
    appropriate responses or questions as
  • 00:22:45
    followup and you'll see some of that
  • 00:22:47
    experience happen as part of generating
  • 00:22:50
    that
  • 00:22:53
    response all right so we've gone through
  • 00:22:55
    and you've seen a little bit about how
  • 00:22:57
    the responses can be augmented without
  • 00:23:01
    the agent needing to type them in and it
  • 00:23:02
    provides a more consistent and
  • 00:23:04
    experience without the agent needing to
  • 00:23:06
    you know think and type uh specifically
  • 00:23:10
    um so at this point I'm going to go in
  • 00:23:12
    and and we're going to search for Zoom
  • 00:23:14
    within agent assist and see what
  • 00:23:16
    articles might come up to support lme as
  • 00:23:18
    she uh goes to investigate and she can
  • 00:23:21
    see right off that neither one of these
  • 00:23:23
    two articles are really going to provide
  • 00:23:24
    her uh what she needs so um
  • 00:23:40
    may or may not need to continue to to
  • 00:23:42
    use this every time but I'm G to bring
  • 00:23:44
    in an expert so it's really helping her
  • 00:23:46
    to communicate with um with storm and
  • 00:23:50
    from here we're going to go ahead and
  • 00:23:51
    create an incident and on
  • 00:24:01
    in this
  • 00:24:06
    chat right so you can see here again um
  • 00:24:09
    the llm has set up a short description
  • 00:24:12
    and a description that can of course be
  • 00:24:14
    edited uh as this incident was generated
  • 00:24:18
    and at this point lme is going to for
  • 00:24:21
    the purpose of our demo uh assign this
  • 00:24:23
    manually over to Able tutor or level
  • 00:24:28
    agent and you can see here that the U
  • 00:24:31
    work notes were automatically populated
  • 00:24:33
    by
  • 00:24:34
    analysis so we'll save
  • 00:24:38
    this all right so we've got our incident
  • 00:24:40
    and let's move on over to C AEL and
  • 00:24:44
    he sees this notification come in for
  • 00:24:46
    this new
  • 00:24:48
    incident it says Zoom is not working and
  • 00:24:52
    right away I I kind of skipped over this
  • 00:24:54
    but he's working on a major incident
  • 00:24:55
    that indicates multiple users are facing
  • 00:24:57
    issues with Zoom so he sees this new
  • 00:25:00
    incident come in and one of the first
  • 00:25:02
    things that Able's going to do is check
  • 00:25:04
    on recommended
  • 00:25:19
    actions all right so we see here that
  • 00:25:23
    nothing is coming up within the
  • 00:25:24
    recommended actions but we've got some
  • 00:25:26
    search items
  • 00:25:29
    and we've got analysis Q&A that come uh
  • 00:25:33
    promotes some some Zoom issues um Q&A uh
  • 00:25:38
    we see that there's other incidents as
  • 00:25:39
    well and even some potentially some
  • 00:25:42
    resolution notes now uh we could
  • 00:25:45
    potentially link these so if I want to
  • 00:25:47
    look into this incident it's going to
  • 00:25:49
    open right up in um service operations
  • 00:25:52
    workspace and we can dig into this one a
  • 00:25:54
    little bit more so this is another new
  • 00:25:57
    incident that doesn't have a whole lot
  • 00:26:00
    in it but another user Eliza that's
  • 00:26:02
    having a zoom issue so we're going to go
  • 00:26:05
    back into this incident I don't think it
  • 00:26:06
    makes sense to to link our incident as a
  • 00:26:08
    parent in this case but it could be what
  • 00:26:11
    uh is indeed useful for your um issue
  • 00:26:14
    and if we did want to resolve this issue
  • 00:26:17
    with this other one we see here that
  • 00:26:18
    Zoom is not working uh for for another
  • 00:26:22
    um issue that's come up in recommended
  • 00:26:24
    actions this is another resolved
  • 00:26:26
    incident where we see that that this
  • 00:26:29
    issue was resolved by updating uh the
  • 00:26:32
    the OS and changing the default web
  • 00:26:34
    browser uh which somehow worked so this
  • 00:26:38
    one might help as well but
  • 00:26:42
    uh here we are on the incident that we
  • 00:26:44
    had just created so there's a lot of
  • 00:26:46
    cool things that we can start to do
  • 00:26:48
    using recommended actions to uh support
  • 00:26:52
    this but I'm going to go back into this
  • 00:26:54
    major incident and it's got reference in
  • 00:26:57
    here to a particular change that's been
  • 00:27:00
    implemented and
  • 00:27:03
    so uh Abel is going to reach out to one
  • 00:27:05
    of the people in the change organization
  • 00:27:08
    that um one of the change managers that
  • 00:27:10
    he knows uh to talk about this in a
  • 00:27:12
    little bit more depth Oh and before he
  • 00:27:14
    does let's go ahead and look at the
  • 00:27:16
    analysis panel I saw this from the uh uh
  • 00:27:20
    uh survey so we're going to open up the
  • 00:27:23
    analysis panel and we're just going to
  • 00:27:25
    click on summarize a record right
  • 00:27:26
    because uh this is a major incident and
  • 00:27:30
    ael's been working on it but he wants to
  • 00:27:31
    see a little bit more detail about uh
  • 00:27:34
    what's in here and so when we leverage
  • 00:27:35
    analysis panel this is a conversational
  • 00:27:37
    interface for agents to start to
  • 00:27:39
    leverage where they can query now
  • 00:27:41
    assist Jason um I'm gonna go ahead and
  • 00:27:44
    ask another question here at the panel
  • 00:27:45
    but is there anything else you want to
  • 00:27:47
    add around nap yeah
  • 00:27:50
    the like what Jeff mentioned with the
  • 00:27:53
    analysis panel there's the ability to
  • 00:27:57
    add additional prompts like in this case
  • 00:27:59
    Jeff is showing hey you know this is a
  • 00:28:01
    pretty long description can you make it
  • 00:28:03
    shorter or can you add more details
  • 00:28:05
    things like that allow the agent a
  • 00:28:07
    little bit more flexibility in the
  • 00:28:09
    responses they're seeing so you saw some
  • 00:28:11
    of the in product experiences like
  • 00:28:13
    you're summarizing a record with that
  • 00:28:15
    summarized button you're um
  • 00:28:18
    generating re uh record summar record
  • 00:28:21
    summarizations during
  • 00:28:24
    reassignments um in those experiences
  • 00:28:27
    there's less flexibility in in what the
  • 00:28:29
    agent sees they they can edit the text
  • 00:28:32
    manually um but you don't have as much
  • 00:28:35
    control over the prompts that go into
  • 00:28:38
    the outputs so with analysis panel there
  • 00:28:41
    is the opportunity to take advantage of
  • 00:28:44
    that in summarization type use cases and
  • 00:28:47
    and if we start looking in the future we
  • 00:28:49
    expect to add more and more skills into
  • 00:28:51
    this nysis panel that can help agents
  • 00:28:54
    see things work work within this and I
  • 00:28:56
    know a lot of customers today you're not
  • 00:28:58
    necessarily working out of service
  • 00:29:00
    operations workspace so the nalysis
  • 00:29:02
    panel will exist in ui6 as well so a lot
  • 00:29:05
    of the capabilities that we've layered
  • 00:29:08
    into the service operations workspace
  • 00:29:10
    we'll try to surface that in the nalysis
  • 00:29:12
    panel so that you can take advantage of
  • 00:29:14
    some of some of the uh the goodies that
  • 00:29:17
    are part of s so in your ui6
  • 00:29:21
    experiences thanks Jason one of the
  • 00:29:24
    capabilities that we've launched a shoot
  • 00:29:26
    it's been a year plus ago I think was a
  • 00:29:28
    sidebar and so this is an internal
  • 00:29:30
    collaborative chat capability um that
  • 00:29:33
    can be used uh between uh service now
  • 00:29:36
    users and it also does have an
  • 00:29:38
    integration with Microsoft teams that
  • 00:29:40
    would enable an agent to interact with a
  • 00:29:43
    requestor who is in teams but in this
  • 00:29:46
    case we're going to work with the change
  • 00:29:47
    manager and um and if I just if I might
  • 00:29:51
    just add a little bit more in sidebar um
  • 00:29:53
    Jeff painted a pretty good picture in
  • 00:29:55
    terms of being able to pull in experts
  • 00:29:56
    and he's going to pull and Cha an expert
  • 00:29:59
    here but if you if you kind of find in
  • 00:30:03
    your environments where your agents are
  • 00:30:06
    often ad hoc messaging subject matter
  • 00:30:09
    experts that they may happen to know um
  • 00:30:12
    in a different chat but not within
  • 00:30:15
    service now you'll know a lot of that
  • 00:30:16
    context gets lost right in the chat
  • 00:30:19
    unless the agent explicitly manually
  • 00:30:23
    types in or copies in that content into
  • 00:30:26
    the text and so what sidebar does is
  • 00:30:28
    help keep all of that information within
  • 00:30:32
    this actual record that's being worked
  • 00:30:35
    on and helps make sure that you can
  • 00:30:36
    choose pick and choose which items get
  • 00:30:39
    uploaded as part of that that so that
  • 00:30:42
    full context is maintained on the record
  • 00:30:45
    indeed thanks Jason so here we are um
  • 00:30:48
    chain logged in is Chang and she has
  • 00:30:52
    this sidebar chat and so you can see
  • 00:30:55
    here it was on Able's side as well we've
  • 00:30:57
    got a ref to the actual change and um so
  • 00:31:01
    Chang's going to go ahead and click on
  • 00:31:03
    this and see okay so it's going to bring
  • 00:31:05
    it right
  • 00:31:06
    up so all that we're going to do at this
  • 00:31:09
    point is this is where uh we're inside
  • 00:31:13
    of this change it's actually closed
  • 00:31:15
    change summarization is one of the
  • 00:31:17
    capabilities that we launched in um with
  • 00:31:19
    xanadoo in our August store release and
  • 00:31:23
    uh this is not the most uh depth I think
  • 00:31:25
    we could share it on it but in the
  • 00:31:26
    context of this demonstration ation
  • 00:31:28
    we're able to you know look at a close
  • 00:31:30
    change and if we want to know more
  • 00:31:32
    information about it we can actually
  • 00:31:35
    come in here and develop a summary this
  • 00:31:37
    is very similar to what we have for an
  • 00:31:38
    incident summary um and so if you can
  • 00:31:41
    imagine for new changes that are being
  • 00:31:43
    evaluated where uh managers or
  • 00:31:47
    stakeholders want to understand what the
  • 00:31:48
    objective a change of A Change Is or
  • 00:31:50
    what are the risks or what uh are the uh
  • 00:31:54
    configuration items that are being um
  • 00:31:56
    addressed with the change that can all
  • 00:31:58
    be reflected in the change summary and
  • 00:32:00
    help those managers and stakeholders uh
  • 00:32:03
    understand changes make a more informed
  • 00:32:05
    decision and and do it more quickly
  • 00:32:07
    without having to go through all the
  • 00:32:08
    detail that might be included in a
  • 00:32:09
    particular
  • 00:32:11
    request so I've gone ahead and copied
  • 00:32:13
    what was in this change summary and I'm
  • 00:32:15
    going to add it into the uh sidebar chat
  • 00:32:20
    and I'm just going to say here's a
  • 00:32:22
    summary of the
  • 00:32:24
    change right and this is going to be
  • 00:32:26
    communicated back able inside
  • 00:32:31
    bar and you can see that that's
  • 00:32:33
    reflected here so so great to what Jason
  • 00:32:36
    was speaking about so we've got this
  • 00:32:38
    sidebar chat we have this U this is now
  • 00:32:41
    we're still in the context of this major
  • 00:32:43
    incident so we did get out of the
  • 00:32:45
    original incident uh you could you could
  • 00:32:47
    have uh this could have been conducted
  • 00:32:49
    from either either one but there's this
  • 00:32:51
    capability now to summarize the chat so
  • 00:32:54
    I'm going to go ahead and do that
  • 00:32:59
    and the real value here is this can be
  • 00:33:01
    added to the work notes so if we want to
  • 00:33:03
    look at this again we've got a
  • 00:33:05
    relatively short you know summary of the
  • 00:33:08
    summary that uh is provided and if I go
  • 00:33:11
    ahead and click on share to work notes
  • 00:33:14
    I'm just going to add a note here that
  • 00:33:17
    chain shared this information about
  • 00:33:22
    change that will resolve the zoom issue
  • 00:33:30
    and I'm going to save this to workn
  • 00:33:32
    notes and there we have it and so as we
  • 00:33:35
    proceed with the generation of
  • 00:33:37
    resolution notes and the knowledge
  • 00:33:38
    articles this content will be uh
  • 00:33:41
    included and and um indexed in in that
  • 00:33:44
    um material so I'm going to go ahead and
  • 00:33:47
    close down the sidebar chat and uh we're
  • 00:33:50
    going to call this one resolved right it
  • 00:33:52
    does have reference to a user who was in
  • 00:33:54
    here so we you know the content maybe
  • 00:33:56
    could be a
  • 00:33:58
    um could have been edited a little bit
  • 00:34:00
    more but hopefully for the context of
  • 00:34:02
    the the demonstration this makes sense
  • 00:34:05
    so I'm going to just move to resolve
  • 00:34:07
    this major
  • 00:34:11
    incident and I'm going to say that it
  • 00:34:13
    has been resolved by a change and again
  • 00:34:17
    uh now assis generated these resolution
  • 00:34:19
    notes and this is a
  • 00:34:23
    indicating what was uh what the the
  • 00:34:26
    resolution based on all the content from
  • 00:34:28
    the incident itself so we'll go ahead
  • 00:34:29
    and resolve
  • 00:34:35
    this all
  • 00:34:39
    right okay so from this point I'm going
  • 00:34:42
    to go ahead and develop a knowledge
  • 00:34:43
    article and I want to share some of the
  • 00:34:46
    new capabilities we have around U
  • 00:34:49
    developing articles from multiple
  • 00:34:53
    incidents so this is similar to what
  • 00:34:55
    we've seen in our original uh uh
  • 00:34:57
    deployment of the knowledge article
  • 00:34:59
    generation capability we're going to go
  • 00:35:00
    ahead and move to draft this with now
  • 00:35:02
    assist but here we're able to see that
  • 00:35:05
    there's
  • 00:35:06
    multiple issue incidents that can be
  • 00:35:09
    referenced um these are similar
  • 00:35:11
    incidents um so we're going to select a
  • 00:35:14
    couple of those and the content that is
  • 00:35:16
    in these incidents will be uh included
  • 00:35:19
    with the original incident to draft the
  • 00:35:22
    article and I believe there's up there
  • 00:35:25
    are up to five incidents that can be um
  • 00:35:27
    included in this particular
  • 00:35:31
    article Jason anything to
  • 00:35:37
    add uh nothing nothing more other than
  • 00:35:40
    yeah having multiple incidents we see or
  • 00:35:43
    multiple records generating knowledge
  • 00:35:45
    articles is something we hear a lot
  • 00:35:47
    about um there's a lot of other
  • 00:35:48
    enhancements that we're looking at
  • 00:35:49
    knowledge in terms of just improving the
  • 00:35:51
    quality um eliminating duplicates those
  • 00:35:54
    type of things that are upcoming and
  • 00:35:56
    subsequent releases as well
  • 00:35:59
    thanks okay so I just modified the short
  • 00:36:02
    description here a little bit um in this
  • 00:36:04
    instance we're going to just
  • 00:36:07
    save and publish this article again it
  • 00:36:11
    can be edited uh you know your agents
  • 00:36:13
    may take more time or if you you have a
  • 00:36:15
    flow with your Knowledge Management
  • 00:36:17
    capability or um Knowledge Management
  • 00:36:19
    process where others would approve it
  • 00:36:21
    then it would follow that flow I think
  • 00:36:23
    what we're really Just sh sharing here
  • 00:36:25
    is that uh articles now are cre created
  • 00:36:28
    leveraging mult maybe created leveraging
  • 00:36:30
    multiple incidents um and if we go back
  • 00:36:33
    you know thinking about how to address
  • 00:36:35
    um shift left in terms of having our uh
  • 00:36:40
    original L1 agent um speak to this if we
  • 00:36:43
    come in here
  • 00:36:44
    now we see that the article that we just
  • 00:36:47
    published is available to the L1
  • 00:36:49
    agent and they're able to come in here
  • 00:36:51
    and if this question did come to them
  • 00:36:53
    they'd be able to look at it reference
  • 00:36:56
    the resolution steps here and uh uh not
  • 00:36:59
    need to escalate this to a L2 agent um
  • 00:37:02
    similarly this would be available to the
  • 00:37:05
    the um employee themselves uh within
  • 00:37:09
    employee Center so that if they asked
  • 00:37:11
    that original question then they would
  • 00:37:13
    get the same answer so let's see here
  • 00:37:15
    we're about 40 minutes in those are the
  • 00:37:18
    uh capabilities that I really wanted to
  • 00:37:20
    highlight for whoops uh this go round
  • 00:37:23
    again we looked at how we were able to
  • 00:37:25
    augment the agents uh interaction with
  • 00:37:29
    requesters using chat reply
  • 00:37:30
    recommendations we looked at the change
  • 00:37:32
    summarization if you'll recall where
  • 00:37:35
    Chang da went in and and summarized that
  • 00:37:37
    particular change um but this is
  • 00:37:39
    available at at any point and really
  • 00:37:41
    goes to um our service resiliency uh
  • 00:37:44
    capability that we're we're building out
  • 00:37:46
    we also did that sidebar chat and were
  • 00:37:48
    able to summarize that and post it into
  • 00:37:50
    the work notes really seamlessly so that
  • 00:37:52
    all that content was able to be included
  • 00:37:55
    in in the uh incident itself and then we
  • 00:37:57
    generated a knowledge article based on
  • 00:38:00
    multiple similar
  • 00:38:02
    incidents so I think with that um Jason
  • 00:38:06
    should we roll a poll
  • 00:38:09
    question yeah let me uh trigger a poll
  • 00:38:13
    question I'll go ahead and launch it all
  • 00:38:17
    right and
  • 00:38:19
    so we have a couple questions here one
  • 00:38:22
    is are you currently using chat as a
  • 00:38:25
    channel for your employee or requesters
  • 00:38:28
    to get it
  • 00:38:30
    assistance um and then if you are when
  • 00:38:34
    you're looking at how it agents are
  • 00:38:36
    responding to the requesters do they use
  • 00:38:41
    things like
  • 00:38:42
    templates for their chat or email
  • 00:38:45
    responses and if so what channels we
  • 00:38:48
    just want to get a sense for how these
  • 00:38:51
    capabilities layer on existing
  • 00:38:53
    experiences to
  • 00:38:54
    see what it's like for customers like
  • 00:38:58
    yourselves thanks Jason and for those of
  • 00:39:01
    you responding to the poll you may need
  • 00:39:03
    to scroll down to see the second
  • 00:39:04
    question it should show up in two
  • 00:39:06
    questions in a single
  • 00:39:12
    window we'll give it a little bit
  • 00:39:15
    more about
  • 00:39:25
    20 okay um we've got about 40% 45%
  • 00:39:29
    responding looks like a little bit over
  • 00:39:33
    half of you are
  • 00:39:35
    using chat as a channel which is great
  • 00:39:38
    to hear um for the folks that aren't
  • 00:39:41
    using chat as a
  • 00:39:44
    channel it'd be great if you maybe typed
  • 00:39:47
    into the chat in the webinar chat just
  • 00:39:49
    to give us a sense for what you're using
  • 00:39:53
    for chat or if you're using chat in
  • 00:39:55
    another system and maybe incidents are
  • 00:39:58
    being created on service now be great to
  • 00:40:00
    just better understand um
  • 00:40:03
    that and then
  • 00:40:05
    for the
  • 00:40:07
    templates um same thing for folks that
  • 00:40:10
    are um not using templates is it is it
  • 00:40:14
    because there's not a lot of
  • 00:40:17
    repeatable um chats or replies that
  • 00:40:20
    typically come about that you're not
  • 00:40:21
    using it just want to get a sense
  • 00:40:25
    for for how how templates are used in
  • 00:40:28
    your
  • 00:40:32
    organization okay all
  • 00:40:36
    right I'll go ahead and end this
  • 00:40:43
    poll all
  • 00:40:48
    right okay should we move on to our next
  • 00:40:53
    question yep let's go ahead and do that
  • 00:40:56
    all right so pull question number two we
  • 00:40:58
    just have three questions here folks so
  • 00:41:00
    just want to take a minute to really see
  • 00:41:02
    how these capabilities might
  • 00:41:06
    resonate so first one is for your
  • 00:41:08
    processes
  • 00:41:10
    today during your knowledge generation
  • 00:41:13
    are you reviewing information from
  • 00:41:14
    multiple incidents to create knowledge
  • 00:41:17
    um yes no not sure or if you have
  • 00:41:20
    different methods that you're creating
  • 00:41:22
    knowledge your approach is different
  • 00:41:24
    please feel free to drop in the chat why
  • 00:41:26
    or how you're doing it
  • 00:41:28
    and then from an understanding
  • 00:41:29
    perspective uh what's the biggest
  • 00:41:31
    challenge you find in creating knowledge
  • 00:41:33
    base um you know we've have a few
  • 00:41:35
    different options up here if none of
  • 00:41:38
    these are ones that resonate with the
  • 00:41:40
    issues that you have feel free to drop
  • 00:41:41
    in the chat we'd love to hear from
  • 00:41:48
    you Jason I see a hand up mind if we uh
  • 00:41:52
    take Nadia off mute and allow her to
  • 00:41:54
    talk sure all right
  • 00:42:00
    Nadia what's on your mind I think you're
  • 00:42:04
    able to come off mute Nadia if you want
  • 00:42:05
    to or you can type in the
  • 00:42:13
    chat yeah so you're you can talk you
  • 00:42:16
    just need to take unmute
  • 00:42:18
    yourself if you
  • 00:42:22
    wish and okay maybe that was inadvertent
  • 00:42:26
    Jason so maybe we should stick with the
  • 00:42:27
    poll for now all right sounds good yeah
  • 00:42:31
    I think Jeff um Sagar also had a
  • 00:42:34
    followup question I see Brian is typing
  • 00:42:36
    response to now oh you want to take it
  • 00:42:41
    live
  • 00:42:42
    oh I think it's in response
  • 00:42:46
    to um Jason's reply at the be a little
  • 00:42:50
    earlier so his initial question was how
  • 00:42:52
    does chat some work if the team if using
  • 00:42:54
    the teams integration
  • 00:42:57
    and then his followup question was how
  • 00:42:59
    does it leverage the team's chat history
  • 00:43:02
    with a team or individual for any
  • 00:43:06
    summarization yeah if I if I'm
  • 00:43:09
    understanding you correctly Sager it's
  • 00:43:11
    it doesn't you so if you've got an
  • 00:43:14
    existing conversational thread with that
  • 00:43:17
    user in the past like as an indiv as an
  • 00:43:20
    individual chat it's not leveraging any
  • 00:43:23
    of that previous um history now what it
  • 00:43:27
    you might not have seen this behind well
  • 00:43:29
    Jeff didn't show the the integration but
  • 00:43:32
    when you initiate I assume you're
  • 00:43:33
    talking about probably something like
  • 00:43:34
    sidebar but so there's two ways for the
  • 00:43:37
    teams communication one is the employee
  • 00:43:40
    is in teams and they're chatting with an
  • 00:43:43
    agent that's in the workspace so that
  • 00:43:45
    experience that's that's what I answered
  • 00:43:47
    in the first step which is that
  • 00:43:48
    experience is going to be pretty much
  • 00:43:51
    the same as what Jeff showed the agent
  • 00:43:52
    is going to see the chat panel on the
  • 00:43:55
    left side and they're going to see the
  • 00:43:56
    summarization
  • 00:43:57
    um there that none of that changes now
  • 00:44:00
    if you're referring to the cbar
  • 00:44:02
    capability which we also have a teams
  • 00:44:04
    integration for what it does is when
  • 00:44:07
    Jeff in this case had able reach out to
  • 00:44:11
    changda um if changda was sitting in
  • 00:44:14
    teams it actually initiates a special um
  • 00:44:18
    group chat with changda so it's kind of
  • 00:44:21
    a new entry and so as part of that new
  • 00:44:25
    entry obviously our system in the
  • 00:44:28
    sidebar would have full context of the
  • 00:44:30
    chat and so that's the historical um us
  • 00:44:33
    set it's using for the summarization
  • 00:44:35
    hopefully that answers your
  • 00:44:38
    question uh feel free to type more if
  • 00:44:41
    that's that's missing the Mark um okay
  • 00:44:44
    I'll go back to the poll real quick so
  • 00:44:46
    it looks like about a little over half
  • 00:44:49
    have answered it so you are using
  • 00:44:51
    multiple incidents um so that helps
  • 00:44:53
    validate what or at least a third are
  • 00:44:55
    using multiple in inid to create
  • 00:44:57
    knowledge articles which is what we hear
  • 00:44:59
    a lot from customers usually one article
  • 00:45:02
    or one incident is not enough to
  • 00:45:04
    generate the article um so that is
  • 00:45:06
    something that we are prioritizing in
  • 00:45:08
    terms of the capability and then um for
  • 00:45:13
    the biggest challenge is keeping
  • 00:45:16
    articles up to dat yes we do hear that
  • 00:45:18
    quite a bit uh I think that one of the
  • 00:45:22
    things that we want to continue to
  • 00:45:25
    iterate on from knowledge Bas is the
  • 00:45:27
    curation right I think knowledge gaps is
  • 00:45:30
    one thing we see a lot of but also just
  • 00:45:33
    keeping them up to date with the latest
  • 00:45:35
    information um there's a lot of stale
  • 00:45:37
    content that ends up sitting in the
  • 00:45:39
    knowledge base and if it's not um
  • 00:45:44
    groomed well then typically you have
  • 00:45:47
    articles that don't help in users they
  • 00:45:49
    don't help agents and um you end up with
  • 00:45:52
    clashes that just end up creating
  • 00:45:54
    incidents so knowledge manage from a
  • 00:45:58
    knowledge manager or man uh or an admin
  • 00:46:02
    perspective is is a lot of the things
  • 00:46:04
    that we're we're looking at so it's
  • 00:46:06
    helpful to see the context from the
  • 00:46:08
    folks here
  • 00:46:10
    thanks all right I will end that poll
  • 00:46:12
    and um do we want to dig into the last
  • 00:46:15
    one all right yeah yeah let's get to it
  • 00:46:17
    it's our last one all right so for the
  • 00:46:19
    last one we just want to understand um
  • 00:46:23
    today so obviously you've seen some
  • 00:46:25
    things like sidebar some capabilities
  • 00:46:27
    like that so how do your service desk
  • 00:46:30
    agents engage with smmes or other agents
  • 00:46:33
    when they need help to solve an issue uh
  • 00:46:35
    are they
  • 00:46:36
    using channels ad hoc like teams or
  • 00:46:40
    slack um are they using email are you
  • 00:46:43
    using service now sidebar today um maybe
  • 00:46:46
    sidebar is a new capability folks
  • 00:46:48
    weren't aware of until today um if you
  • 00:46:51
    have anything else potentially that
  • 00:46:54
    they're leveraging or other systems feel
  • 00:46:56
    free to write it in the
  • 00:46:58
    chat and then second how does important
  • 00:47:02
    information between agents and subject
  • 00:47:04
    matter experts or requesters get
  • 00:47:07
    included in the incident record um do
  • 00:47:10
    you find that this doesn't get into the
  • 00:47:12
    incident record at all is there a custom
  • 00:47:15
    job that potentially adds this content
  • 00:47:17
    to the records or do you go through that
  • 00:47:20
    manual process of having the agent copy
  • 00:47:22
    and paste that as best they can um if
  • 00:47:24
    you have other mechanisms um feel free
  • 00:47:26
    to write it in the chat as
  • 00:47:31
    well all right see a lot of teams looks
  • 00:47:34
    like that's the
  • 00:47:36
    overwhelming
  • 00:47:38
    majority so
  • 00:47:41
    far and then I see a lot of manual agent
  • 00:47:46
    copy and
  • 00:47:48
    pasting and this is this is what we're
  • 00:47:50
    hearing from many other customers as
  • 00:47:53
    well which is why we focused on a lot of
  • 00:47:56
    the capability on how do we bring record
  • 00:47:59
    and information back or sorry how do we
  • 00:48:01
    bring chat and other out of band context
  • 00:48:06
    back to the
  • 00:48:07
    record um I know a lot of times record
  • 00:48:10
    hygiene is is a concern so we're trying
  • 00:48:12
    to build better automated mechanisms to
  • 00:48:15
    bring that content into the records that
  • 00:48:18
    way it proves the incident quality so
  • 00:48:21
    that things like summarization things
  • 00:48:23
    like resolution notes can be more easily
  • 00:48:25
    generated um as you as you know with
  • 00:48:28
    generative AI the more content in the
  • 00:48:31
    record that's helpful becomes useful in
  • 00:48:35
    helping future agents solving similar
  • 00:48:38
    problems or even creating
  • 00:48:39
    knowledge-based articles which then feed
  • 00:48:41
    back into the self-service nature for
  • 00:48:46
    employees okay we've got about half
  • 00:48:48
    responses looks like it's it's staying
  • 00:48:50
    about that same Trend
  • 00:48:52
    so I think I can conclude this poll all
  • 00:48:56
    right thanks
  • 00:48:57
    Jason appreciate it okay let's uh moving
  • 00:49:00
    on here um and folks please uh let us
  • 00:49:04
    know if you have any uh additional
  • 00:49:06
    questions using the Q&A um if you'd like
  • 00:49:10
    to provide more uh input in to our user
  • 00:49:13
    experience team and and help influence
  • 00:49:15
    the product experience please do share
  • 00:49:17
    your feedback uh if you would um uh scan
  • 00:49:21
    this QR code and I'm going to drop into
  • 00:49:23
    the chat um the link to to this in fact
  • 00:49:28
    I think I've got an even bigger
  • 00:49:30
    statement about this so please do join
  • 00:49:34
    us and let your voice be heard to help
  • 00:49:36
    influence our product um we really uh
  • 00:49:39
    appreciate your participation here so
  • 00:49:43
    um please do take advantage and uh let's
  • 00:49:46
    see moving on as we wind down here I'm
  • 00:49:49
    not seeing anything else in the Q&A at
  • 00:49:51
    this point so please do share any other
  • 00:49:52
    questions about some any of the
  • 00:49:54
    capabilities that we uh share today we
  • 00:49:56
    got a lot of resources on community uh
  • 00:49:59
    and within our product documentation um
  • 00:50:01
    that would ask you to to leverage um so
  • 00:50:05
    we'll share this in the chat I'm sorry
  • 00:50:07
    we'll share this in the presentation um
  • 00:50:10
    uh that that'll be linked today um
  • 00:50:14
    and the page where this will be posted
  • 00:50:17
    was shared earlier in the presentation
  • 00:50:19
    uh in the chat that is um when you do
  • 00:50:22
    close today's session please do respond
  • 00:50:24
    to the uh survey that is provided by
  • 00:50:27
    zoom and let us know if you'd like to
  • 00:50:29
    participate in a in a webinar session by
  • 00:50:33
    uh entering in your email address and
  • 00:50:34
    please do let us know what you'd like to
  • 00:50:36
    see on future sessions so that we can
  • 00:50:38
    give you all the information you need
  • 00:50:39
    around uh now assist for
  • 00:50:41
    itsm um and I believe with that we'll
  • 00:50:45
    just move on to Q&A we've got a couple
  • 00:50:48
    minutes left here just over five minutes
  • 00:50:50
    um so please do share any other
  • 00:50:52
    questions if you want to come off mute
  • 00:50:54
    just raise your hand and we'd be happy
  • 00:50:56
    to hear from you and if not thank you so
  • 00:50:58
    much for joining us we'll see you on the
  • 00:50:59
    next
  • 00:51:00
    one Jason really appreciate your
  • 00:51:02
    participation here this was a great
  • 00:51:04
    great to have you to comment and um help
  • 00:51:07
    help share some of the new xano
  • 00:51:08
    capabilities appreciate your expertise
  • 00:51:10
    absolutely happy to join Jee and really
  • 00:51:13
    appreciate everyone taking the time to
  • 00:51:15
    join us for these webinars we hope
  • 00:51:17
    they're helpful for you um help educate
  • 00:51:19
    you as well as Empower you with the
  • 00:51:21
    right information to socialize the
  • 00:51:23
    capabilities internally in your
  • 00:51:24
    organizations
  • 00:51:28
    all right I'm not seeing any other
  • 00:51:29
    questions so we'll hang on for one more
  • 00:51:31
    minute
  • 00:51:34
    um thanks everybody
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