Integrating Agent Assist with ServiceNow's Service Operations Workspace

Aisera's Agent Assist is also available within the ServiceNow Service Operations Workspace. This integration brings powerful AI-driven capabilities directly to the Incident page, enabling agents to resolve cases more efficiently.

With Aisera Assist embedded in the Service Operations Workspace, your 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.

Enable Agent Assist Widget on 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 with 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.

See also: ServiceNow Widget Configuration.