Standard chat
With the Now Assist panel standard chat, you can get assistance from generative AI experiences to solve customer issues faster. Use this conversational interface to summarize a chat, case, or incident, get help, or generate resolution notes so that you can get the context of this information more quickly.
Note: Next Experience must be enabled to use the Now Assist panel. For more information, see .
Now Assist panel overview
Agents can use the Now Assist panel to interact with and get assistance from generative AI. On the Now Assist panel, you can increase your productivity and efficiency by using the generative AI experience to summarize a chat, case, incident, or generate resolution notes.
Conversational aspects of the Now Assist panel, such as skill detection, are powered by Now LLM Service.
Note: Now Assist skills must be enabled to appear on the Now Assist panel. For more information, see Now Assist skills.
Let's get started by selecting the Now Assist icon
Now Assist sparkle icon to display the Now Assist panel.\[Omitted image "now-assist-panel-icon.png"\] Alt text: Now Assist panel icon.
If a number in a square appears, it indicates how many messages you missed when the Now Assist panel was closed.
Now Assist panel with callouts.
Now Assist panel showing active chats, updates, and closed chats.
The Now Assist panel includes:
| Item number | Description |
|---|---|
| 1 - Enter modal button | Expands the chat into a 90% screen-size window. |
| 2 - Image omitted: now-assist-panel-pushpin.png Pushpin icon | Positions, or pins, the Now Assist panel to the screen. |
| 3 - Display chats button | Displays the Chats window. |
| 4 - Option buttons | Displays the available options. |
| 5 - Copy message button | Copies the Now Assist panel message. |
| 6 - Reply to Now Assist... field | Enter actions. |
| Voice Input Image omitted: now-assist-panel-voice-input.png Voice input microphone on Now Assist panel. | If Voice Input is activated, select the microphone icon or the keyboard shortcut to use your voice to interact with the Now Assist panel. After you speak, there’s a pause while the system transcribes the text and then displays it on the screen. See Enable voice input for Now Assist panel for information on enabling Voice Input. See for the Now Assist menu \(Voice Input mode\) shortcuts for Microsoft and macOS. |
| 8 - Active chats | All active chats display in the Active chats section. in the Active chats section of the Now Assist. You can create additional chats by selecting the + icon in the heading. |
| 9 - Updates | Displays important updates and reminders. |
| 10 - Closed chats | Displays all closed chats. If you select one of the closed chats, you can see that chat's history. |
Now Assist panel is available on Next Experience and ServiceNow Studio. The following screenshots show the Now Assist panel in a workspace and on Core UI screens under Next Experience.
| Next Experience | Core UI |
Image omitted: now-assist-panel-overview-example.png Now Assist panel on Next Experience. | Image omitted: now-assist-panel-overview-ui16-example.png Now Assist panel on a Core UI incident form. |
Navigating from the Now Assist panel
Navigate from the Now Assist panel without leaving the current conversation by entering a navigation request in the Ask Now Assist to... field. If you enter "navigate me to active incidents," Now Assist displays a button that enables you to view the active incidents.
Chat summarization
Quickly learn the details of a chat by reading a chat summarization. The chat summarization gives you enough details about the chat so that your requester doesn't have to repeat the same information to you.
To generate a chat summarization from the Now Assist panel, select Chat Summarization or enter summarize chat in the Ask Now Assist to field.
Note: You can also generate a chat summarization by using the /summarize quick action in Agent Chat.
Case or incident summarization
Quickly learn the details of a case or incident by reading a case summarization. The summarization gives you enough details about the interaction so that your requester doesn't have to repeat the same information to you.
You can generate a case or incident summarization from the Now Assist panel for Now Assist for CSM, Now Assist for HRSD, or Now Assist for ITSM:
- For Now Assist for CSM, select Summarize record or enter
summarize a recordin the Ask Now Assist to field. - For Now Assist for HRSD, select Summarize record or enter
summarize a recordin the Ask Now Assist to field. - For Now Assist for ITSM, select Summarize incident or enter
summarize an incidentin the Ask Now Assist to field.
Conversation Help
Get specific and accurate answers to your queries by using the Get Help skill option on the Now Assist panel. This skill is available to everyone entitled to Now Assist capabilities.
For more information about the Now Assist Conversational Help skill which represents as Get Help on the Now Assist panel, see Now Assist Conversational Help.
Resolution notes generation
Quickly learn the details of how an interaction was resolved by generating and reading resolution notes.
To generate resolution notes from the Now Assist panel, select Generate resolutions notes or enter generate resolutions notes in the Ask Now Assist to field.
Streaming responses
After you enter a question or request on the Now Assist panel, Now Assist gathers information from Knowledge Base articles, external content, product documentation, catalog items, and workflows and combines them into a synthesized, comprehensive answer. Instead of waiting for the entire message to render, the synthesized response streams in real time and stops streaming after the entire message has been delivered. An animated sparkle icon (
Now Assist sparkle icon\) appears while the response is generated and changes to the static sparkle icon after the response has fully loaded.
Parent Topic:Now Assist panel