AI-Powered Case Summarization & Content Generation | Eliminating Manual Work in ServiceNow
By: Simon D.
Features and Capabilities
ServiceNow has expanded its generative AI to alleviate repetitive case work and decrease resolution time. One of the best ways it achieves this is the auto-generation of case summaries. Although simplifying the manual process of distilling a case into its key details can greatly increase productivity, the real power of case summarization comes from its ability to use a greater context. By leveraging content across IT, HR, and CSM, ServiceNow can use customer or incident details, previous touchpoints, and related actions taken, to create the case summary and resolution notes. After reviewing the generated text, a service specialist can copy the summary, edit it as necessary, and save it directly to the case work notes. Additionally, feedback-enabled generation allows for summarizations to be rated so that it can improve with each use.
Furthermore, by using AI-generated content, technical writers can create articles for review and editing before publication across various environments, including CSM Configurable Workspace, Service Operations Workspace for ITSM, and Agent Workspace for HR Case Management. Knowledge articles can be drafted from case and incident records for increased efficiency and consistency of their creation, while allowing for a decreased resolution time for end users.
Improved Outcomes
A service agent’s day-to-day work without generative content tools is time-consuming and resource intensive. It presents a higher risk of content duplication and missing information due to records hidden under mountains of unstructured data that would require manual searching and sifting through. With the help of AI generated content within ServiceNow, service agents can get almost instant resolutions in a streamlined process, all while taking related internal information into account with the current issue’s details. Whether using content generation inside the Now Assist panel to generate an article or using the integrated workspace action for case summarization, the accessibility and speed of these tools can make modern agent workflows unmatched in increasing productivity and consistency while reducing manual effort.