ServiceNow’s Now Assist is a transformative AI-powered experience, designed to enhance productivity, streamline operations, and improve user experiences. Now Assist provides proactive, intelligent assistance through features such as recommendations, text summarization, conversational exchanges, natural language integrated search, predictive forecasting and analytics. Successful implementation and use of these features can be a game-changer for organisations – empowering them to operate at peak efficiency.
However, Now Assist is purchased with a separate license (and significant investment), and unfortunately, it does not have magical powers! Its success is deeply tied to the quality of the underlying data. A well-structured and accurate knowledge management system ensures that Now Assist can deliver consistent, reliable, and impactful results. There is no escape from addressing the basics: only by focusing on the fundamentals – ensuring quality in knowledge management, can organisations unlock the full potential of Now Assist and maximise return on investment.
Why Knowledge Management Matters
- Reliable Responses:
Now Assist pulls data and solutions from your knowledge base. If this information is outdated or inaccurate, the assistance provided will be subpar. - Enhanced User Trust:
Providing correct and consistent answers builds trust among users, ensuring they rely on Now Assist for their needs. - Reduced Resolution Times:
A well-maintained knowledge base enables Now Assist to deliver faster and more accurate resolutions, directly impacting business outcomes. - Improved AI Training:
A structured knowledge repository improves the AI model’s learning curve, making Now Assist more effective over time.
How to Implement Now Assist Effectively
To maximize the impact of Now Assist, follow these steps:
- Set Clear Objectives:
Define what you aim to achieve with Now Assist, such as reducing resolution times or enhancing user satisfaction.
- Prepare your Data:
Perform a thorough review of your knowledge landscape, analysing existing knowledge articles to ensure they meet quality standards. - Enable Cross-Channel Access:
Integrate Now Assist with all major communication platforms like Teams, Slack, or custom portals for wider accessibility. - Train Your Teams:
Ensure support teams and users are familiar with Now Assist’s capabilities to maximize its usage. - Monitor and Optimize:
Use analytics to track Now Assist’s performance and continuously refine AI models and processes.
Continually review your knowledge landscape to ensure quality is maintained.
Where can avato help?
Utilise avato’s TRIDOC tool suite and services to understand your existing knowledge landscape, and make your knowledge AI ready!
Contact us for a demo 😊
With ServiceNow Now Assist, the future of intelligent, proactive service delivery is here. Are you ready for it?
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Date: January 2025
Contact: marketing@avato.net
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