You can quickly learn the details of a record from record summarization generated by Now Assist. By reading record summarization, you can get details about a case or incident and can save your requester from having to repeat the same information that the requester has already provided.

Record summarization overview

Now Assist can generate a summary of records only if the input data contains at least 50 words in the relevant fields. If you have the latest version, there is no minimum word count requirement.

Note: The ServiceNow® Large Language Model (Now LLM) is the provider for this Now Assist skill.

In the following examples Now Assist generated a case/incident summarization in Now Assist for Customer Service Management (CSM), Now Assist for HR Service Delivery (HRSD), and Now Assist for IT Service Management (ITSM). The incident summarization is displayed in the Active Chat pane.

Figure 1. Case summarization in Now Assist for CSM
Case summarization in Now Assist for CSM
Figure 2. Case summarization in Now Assist for HRSD
Chat summarization in Now Assist for HRSD

In the Now Assist for ITSM example, Now Assist generated an incident summarization that is displayed in Next Experience and Core UI.

Figure 3. Incident summarization in Now Assist for ITSM in Next Experience
Incident summarization in Now Assist for ITSM in Next Experience
Figure 4. Incident summarization in Now Assist for ITSM in Core UI
Incident summarization in Now Assist for ITSM in Core UI

Generating a case or incident summarization

You can generate a case summarization for Now Assist for CSM, Now Assist for HRSD, or Now Assist for ITSM: