[Music] hey everyone it's justin thanks for watching in this video i want to talk to you about agent assist so agent assist is a feature that's been part of servicenow for quite a while uh we used to see it in the agent workspace and now we have it in the service operations workspace and what it does is it provides a way for your agent as they're fulfilling tickets or resolving incidents to see other things within the platform without having to leave their workspace so this is different than another video i did where i showed the new recommendation framework that came out in san diego so that's this little light bulb over here on the right hand side i'll put a link to a video up top showing the recommendation framework that came out in san diego if you don't have a recommendation framework you can still use this agent assist and the agent assist is accessible through this little graduation cap the graduation cap if i click on it what it's going to do is it's going to search for things related to the particular ticket that i'm on so if you look above my head i've got a short description of computer will not power on or is not functional what servicenow does automatically is it takes that short description and populates the search on agent assist so it's automatically trying to provide something and in this case if we look at this little slider here we're looking at all of the catalog items or knowledge articles that are matching the search criteria that we just had here so if i change the search criteria to something else let's say it's a router and i hit enter it's going to search all those knowledge and catalog items for the word router and bring back anything that has a word router so that's really helpful so it automatically pulls in short description or your agent can type something else in here and get different search results so if you notice here i can go through different things and i'm going to call out a level one implementation of agent assist would be knowledge and catalog knowledge articles catalog items pinned articles scroll down here a little bit i've got open major incident outages open hours etc etc that's level one so it's using search to find stuff based on some search terms now when you get into level two or the more advanced we have only like this box similar incidents similar open incidents similar resolved incidents and similar knowledge articles this is using predictive intelligence within servicenow to only return results that match that similarity solution used in predictive intelligence so it's going to be intelligent about what it finds and only bring back the stuff that matches that criteria so i searched network and found a bunch of network stuff if i get rid of that it'll use the short description and notice the difference so before when we were seeing similar in our incidents we saw a bunch of them or catalog items i think it was now when i come in here it's only going to find an incident in the similarity solution using predictive intelligence so that's the machine learning that you can program and use now this will only work if you have about ten thousand records for the similarity solution so if you have less than ten thousand incidents if you have less than ten thousand open incidents resolved incidents or knowledge articles these similarity solutions won't quite work yet so you got to get to a certain number but once they do they're really helpful so agent assist is there to assist the agent again remember it's not the same thing as the recommendation framework recommendation framework is working a little bit differently but using some of the same tech and you can start level one with agent assist by just using the plain search and then level two would be getting to that predictive intelligence i hope you found this video helpful if you did please like please subscribe or share it with somebody who you think might be interested until next time don't forget to always be learning [Music] you