ServiceNow embedded its platform with AI to improve its services. ServiceNow have powerful tools to automate repetitive tasks and perform task more efficiently. By adapting AI capabilities, organizations can increase their productivity.
Document Intelligence:
Document intelligence (DocIntel) is AI solution which enables organizations to extract data from documents. It can capture, integrate and action document-based data in ServiceNow workflows. For example, let us consider driving license. It contains some information, and that info needs to be noted. This can be achieved by using document intelligence to extract information using keys from attached documents. The key technology has powered document intelligence. Artificial intelligence recognizes the characters on document and upon continuous learning, it extracts information from the documents. This saves hundreds of hours instead of doing it manually.
Let’s see how to extract information using Document Intelligence:
- Create Task Definition

Attach the document from which the information needs to be extracted

Now click on Show in DocIntel to extract document information using keys

The DocIntel allows us to enter data in key fields and by submitting it the records will be created.

Virtual Agent:
Virtual agent is a Chatbot in ServiceNow that is used for conversational responses to solve queries of user without human intervention and to perform routine tasks. It will be able to answer the questions, provide product information. In overall it helps to provide quick support and streamline service delivery and reduce agent workload. If the chat bot is unable to solve the issues, it assigns them to human agent to solve it. It supports multiple clients, mobiles, messaging apps and can integrate with other Chatbot using virtual agent API available in store.
ServiceNow provides 30 plus conversation topics as shown:

ServiceNow allows conversations like chat with live agent, creating catalog item and many more. ServiceNow allows admin to create new virtual agent. The role required to create virtual agent is virtual_agent_admin.
Components used to create virtual agent:

User inputs:
Users can give input in text, choice, Boolean or time format.

Bot Response:
Bot gives response according to users need that maybe in text or choice or images etc.

The user can request items and get information needed from bot using created virtual agent. It can be seen in portal page to chat with live agent for any queries or to create records.

Now Assist for catalog item creation
The catalog item in ServiceNow can be created using text inputs. The purpose of using catalog generation is to let business owners create items and to make work easy for developers in creating catalog items. To use this capability in now assist, instance should have now assisted
for creator application and Washington and above versions.
How to request item using now Assist?
- Navigate now assist features and get plugin

- Navigate catalog builder and create a new catalog item using now assist.

- Click Now assist template

- The user describes the catalog item requirement to assist. The assist goes thought every point of users need and create the catalog accordingly. By clicking Generate with now Assist button the catalog item will be created

- Starts with Details and Questions indicates that the catalog item is created by AI.

AI Search in ServiceNow:
The AI search stores data from now platform records or external sources and make data available for users in multiple applications. AI search provides natural search experience. And it provides more relevant results and also easy to use and configure.
Let’s have look at architecture.

Global search:
In ServiceNow instance we have Global search option in home page from where we can search any records in ServiceNow platform.

Service Portal:
The AI Search for Customer Portals application adds default AI search configurations to the customer (csm) and consumer (csp) portals that can be enabled instead of Zing search.
This provides:
- Enhanced, personalized search experience on CSM and CSP portals.
- Faster answers with top-ranked, relevant search results.
- Improved user experience with auto-complete, natural language support, and typo correction.
- Quicker access to value through actionable search results.

- In Workspace:
Using the search feature found in Workspace, one is able to lookup for a particular incident, change, knowledge or any other record. Besides, this tool is fast when producing results and can also help to pinpoint any flaws concerning the record.

After filtering the records from workspace, it allows to check presence of duplicate records with same issue using key words .
Code Generator:
Now Assist for Creator Offer a Variety of Generative AI capabilities. Now Assist Code generator activates the code generation skill.For utilizing this feature instance should have Now Assist for creator Plugin. With code generation you just describes the code in dialog box. Developers with varying levels of experience in scripting on now platform can benefit to write custom scripts. Developers must be assigned with role now.assist.creator to use code generator.
Configure:
Using search bar navigate to Now Assist Admin>features>creator>install.

Generate Script using code generator:
- Open script editor
- Right click and select Open code with Now Assist.
- The dialog box appears and describe goal of code and press enter

- Accept the code if u want to include in editor else reject it.