has upgraded the ServiceNow self-service portal<\/a> through which staff engage with shared services, introducing\u00a0\u2013 among other things\u00a0\u2013 a virtual agent offering AI-powered search.<\/p>\n\u201cAt the start of this year, we [then] introduced Predictive Intelligence, which we implemented in the platform to help automate and streamline some of our services,\u201d Warrell said.<\/p>\n
\u201cNow Assist was really just a natural extension of that when it came to introducing more platform capabilities.\u201d<\/p>\n
The university made use of a \u201ccustomer success program\u201d run by ServiceNow called \u2018Impact\u2019, embarking on a pair of \u201cjumpstarts\u201d to prepare internal teams to stand up the AI capabilities quickly.<\/p>\n
In terms of implementing Now Assist, ServiceNow\u2019s generative AI tools, participating in the \u2018Impact\u2019 program meant that the first use case was in production within 30 days.<\/p>\n
AI capabilities are being introduced into the ServiceNow environment using a phased approach.<\/p>\n
Warrell said that after a preparatory \u2018phase zero\u2019, the first phase went after client experience improvements, primarily through \u2018Now Assist for Virtual Agent\u2019 and an integration of ServiceNow with Teams.<\/p>\n
The Teams integration was pursued because the university had a goal of \u201cmeeting people where they work\u201d.<\/p>\n
\u201cRather than expecting people to come to you\u00a0\u2013 logging into the ServiceNow portal to engage with the platform, things like Teams integration [means] coming to where they work,\u201d Warrell said.<\/p>\n
\u201cMost of our staff spend a lot of their day within the Microsoft Teams environment and the Microsoft Office ecosystem.\u201d<\/p>\n
With first phase activity completed, efforts have since expanded \u201cinto implementing Now Assist for IT service management, and we’re in the process of doing the Now Assist for customer service management implementation [as well],\u201d Warrell said.<\/p>\n
AI capabilities in Now Assist are described as \u201cskills\u201d.<\/p>\n
The university is using seven such skills around \u201cincident or case summarisation, sentiment analysis, suggested steps, email recommendation, resolution generation and knowledge generation\u201d, in the first instance.<\/p>\n
These could help the university to draft knowledge base articles based on lessons from an incident or to learn how a support issue was resolved.<\/p>\n
While relatively early, Warrell said there had been time savings from the self-service and AI work so far.<\/p>\n
\u201cWe want to gather some [more] metrics and analytics around the adoption and what we’re seeing to date,\u201d Warrell said.<\/p>\n
\u201cIt’s been quite positive, which is great.\u201d<\/p>\n
The university is also looking at making the content on its public-facing website searchable using AI search; currently, that is only looking internally at its ServiceNow knowledge stores and service catalog.<\/p>\n
Additionally, Warrell said there were plans to surface the virtual agent through some public web pages and possibly also the student app.<\/p>\n
\u201cBeing able to integrate the virtual agent in there so that it’s more readily available to our student population as well as staff, [is one of] the things we’re looking at,\u201d Warrell said.<\/p>\n
The university will also consider introducing Now Assist into its HR service delivery portion of ServiceNow.<\/p>\n","protected":false},"excerpt":{"rendered":"James Cook University is introducing generative AI into various parts of its ServiceNow platform, which is used by…\n","protected":false},"author":2,"featured_media":348641,"comment_status":"","ping_status":"","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[20],"tags":[256,254,255,64,63,105],"class_list":["post-348640","post","type-post","status-publish","format-standard","has-post-thumbnail","category-artificial-intelligence","tag-ai","tag-artificial-intelligence","tag-artificialintelligence","tag-au","tag-australia","tag-technology"],"_links":{"self":[{"href":"https:\/\/www.newsbeep.com\/au\/wp-json\/wp\/v2\/posts\/348640","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.newsbeep.com\/au\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.newsbeep.com\/au\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.newsbeep.com\/au\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.newsbeep.com\/au\/wp-json\/wp\/v2\/comments?post=348640"}],"version-history":[{"count":0,"href":"https:\/\/www.newsbeep.com\/au\/wp-json\/wp\/v2\/posts\/348640\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.newsbeep.com\/au\/wp-json\/wp\/v2\/media\/348641"}],"wp:attachment":[{"href":"https:\/\/www.newsbeep.com\/au\/wp-json\/wp\/v2\/media?parent=348640"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.newsbeep.com\/au\/wp-json\/wp\/v2\/categories?post=348640"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.newsbeep.com\/au\/wp-json\/wp\/v2\/tags?post=348640"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}