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Integrating Agent/Aisera Assist within ServiceNow's Service Operations Workspace

Aisera's Agent Assist is also available within the ServiceNow Service Operations Workspace.

It appears as Aisera Assist in the ServiceNow Marketplace. This topic will refer to the ServiceNow plug-in as Aisera Assist, even though it is equivalent to Agent Assist in the Aisera Admin UI.

This integration brings powerful AI-driven capabilities directly to the Incident page, enabling human agents to resolve cases more efficiently.

With Aisera Assist embedded in the Service Operations Workspace, your human agents can now benefit from:

Field Predictions: Accurate recommendations for filling in key fields, saving time and reducing errors.

Incident Summarization: Instant summaries of incidents to quickly understand the context and details.

Answer and Action Recommendations: Relevant suggestions drawn from Knowledge Articles and historical cases, streamlining the resolution process.

Conversational Chatbot: An AI-powered chatbot that assists with queries and provides instant support. For more information, please reach out to your Customer Success Manager.

NOTE: You may need assistance or privileges from your Aisera AISE Team to perform some of the steps in the following sections.

Pre-requisites

The ServiceNow plug-in, that allows you to use the Aisera Agent Assist widget on a window within ServiceNow, is available in the ServiceNow Store.

  1. Log in as your ServiceNow administrator, or ask your ServiceNow administrator to log in so you can upload a new Update Set.

  2. Navigate to the ServiceNow All > Aisera Assist Settings.

  3. Make sure your user has access to x_aiser_ticket_ai.aisera_ticketai_settings_user permissions.

  4. If you need to set up cross-scope privileges, see Steps to create cross-scope privileges.

Install the Update Set

Entitlement: You must acquire the application from the ServiceNow Marketplace.

Navigate to System Applications > All Available Applications > All to the Application Manager webpage to install the app once you have the correct permissions.

  1. Install the Aisera Assistant app from the ServiceNow Marketplace. The Aisera Agent Assist plug-in will be installed within the ServiceNow application workspace that you used to download it

  2. Reach out to Aisera Support if you are using an older version of the App that is not listed on the ServiceNow Marketplace.

Update the Aisera Assist Settings in ServiceNow

  1. Look for Aisera in the ServiceNow Filter Navigator.

  2. Click on module menu Aisera Assist Settings under Aisera Assist Workspace Settings. Aisera Assist Settings are displayed.

  3. Enter a parameter in the Value field for each of the following attributes:

    1. usermail

      1. Update the Value field.

      2. Integration user with SERVICE_ACCOUNT login role will be provided by your Aisera AISE Team.

b. password

i. Update the pwdValue field. Note: the other parameters include a 'Value' field, but the equivalent field here is called, 'pwdValue'. The Password value will be provided by your Aisera AISE Team.

c. widgetToken

i. Update the Value field. The widget token is available on the channel (Channel Type: Ticket AI Agent Assist) configured in the Aisera Admin UI. The pwdValue is provided by your Aisera AISE Team.

d. subdomain

i. This is the API Vanity URL of your tenant on the Aisera Assist Configuration page. Example: https://<your_tenant>.api.aisera.cloud

Note: the URL includes .api and not .login. The URL should not contain a trailing /.

ii. The pwdValue is provided by your Aisera AISE Team.

e. eventKey

i. The is the AppKey from Event Studio. Extraction of the AppKey is described under the Aisera Assist Configuration page. ii. The pwdValue is provided by your Aisera AISE Team.

f. assistantSubdomain

i. This is the vanity URL associated with the Webchat bot. Example: https://<your_tenant>.chatbot.aisera.cloud Note: the URL includes .chatbot and not .login.

ii. The URL should not contain a trailing /.

iii. The pwdValue is provide by your Aisera AISE Team.

g. assistantToken

i. This token is available on the Webchat channel in the Aisera Admin UI.

ii. The pwdValue is provide by your Aisera AISE Team.

Validate Widget in Agent Workspace

  1. Navigate to the ServiceNow Agent Workspace (If installing in the Service Operations Workspace instead, please follow the steps outlined in the next section.)

  1. Select an Incident.

  1. The widget is rendered as contextual side panel.

  1. Note: The contextual side panel varies by customer. Ensure proper configuration in your contextual side panel.

Enable the Agent Assist Widget within the Service Operations Workspace (SOW)

  1. Navigate to All → UI Builder in your ServiceNow application.

  1. Open Experiences.

  1. Open the Service Operations Workspace (SOW).

  1. In the Page and Variants section look for the SRP Record.

  1. Right-click the SRP Record and select Duplicate variant from the pull-down menu.

  1. Rename the Duplicate SRP Record.

  2. Click the + Add button to add a different audience and restrict the viewers to a specific group.

  1. Update the order of the Page variants in the Aisera SRP Record Page (Note: the least order value will appear first.)

  1. Navigate to the Tab sidebar.

  1. Open Page collection controller and click the Edit content button as shown in the screenshot above.

  2. In Sidebar tabs top, click the + button next to Pages and variants.

  1. This will bring up two options. Choose Create a new page.

  1. Add a Name for your page and the URL path.

  1. Add a name for your variant and click Create.

  1. Your variant now appears in the SOW Side Bar page.

  1. Click Editor on the variant line to add the Aisera Ticket UI Agent Assist channel.

  1. Choose Add Component in the Variant Editor.

  1. Select Component and then Aisera Ticket AI.

  1. Save the component.

Verify your Agent Assist widget within the Service Operations Workspace

  1. Navigate to your ServiceNow Service Operation Workspace (SOW).

  1. Open Menu as shown in the screenshot above.

  2. Open an Incident.

  1. Verify your widget by reviewing the details.

Step-1: Click on the New button to create a new image that will have Aisera Logo.

Active: true Category: General Name: Aisera Logo.png (if the name changes, it is ok).

Step-2: Click on the button/icon (Attachments), in the top right corner of the screen.

Once the below pop-up window shows up, click on Choose File to upload the Aisera Logo (Can be downloaded from https://www.aisera.com or received from your Aisera Team.)

Once uploaded successfully, then the above pop-up window will change as shown:

Close the pop-up window and click the Update button (available on the images screen).

Step-4: Assuming the URL was copied to clipboard, now navigate to UX App Routes page.

In the icon, the url should be the url from clipboard that you copied from the above step, it will look like the example below:

https://<servicenow-url>/nav_to.do?uri=sys_attachment.do?sys_id=2dfaABCD930166d0e10bad12345a4d58

Convert the URL to /sys_attachment.do sys_id=2dfaABCD930166d0e10bad12345a4d58 and paste it in the icon field as shown below.

Step-5: Once the icon is updated, you can verify that the incident/interaction/problem looks correct.

Steps to create a cross-scope privilege (manual steps):

  1. Login to your ServiceNow instance.

  2. Navigate to the Application Cross-Scope Access page. (All → Application Cross-Scope Access)

Note that the UI changes at this point to read, Agent Assist.

  1. Filter the Agent Assist cross scope privileges. Choose -> Source Scope = Agent Assist.

  1. Choose Cross scope privileges -> Source Scope = Agent Assist.

  1. Create a new cross-scope privilege. Click → New fill in the details as shown below and submit. Target Name : ScriptableRESTMessageClient.execute

Steps to Create Business Rules for Agent Assist Event Triggers

  1. Login to the Aisera Admin UI by navigating to your Aisera tenant URL.

  2. Navigate to AI Automation -> Event Studio -> Event Triggers.

  3. Lookup the relevant Event Name in your ServiceNow instance:

    1. Login to your ServiceNow instance.

    2. Go to Business Rules, and create a new rule.

    3. Add the basic information, and then select a table, such as, Incident [Incident].

    4. Select the Advanced and Active checkboxes.

    5. In the When To Run tab, choose the Data Operation and Filter conditions that will trigger the webhook script.

    6. In the Advanced tab, add the webhook script (javascript).

  4. Navigate to the event’s Event Trigger Details page.

  1. Follow the steps listed under Create External System in the ServiceNow documentation to a create a system config on SNOW and deploy.

For a more detailed description of the steps, see Event Studio Setup for Agent Assist.

See also: ServiceNow Widget Configuration.

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