now assist for customer service management is a collection of generative AI skills integrated into the customer and agent experiences enabling support teams to increase agent productivity reduce costs and deliver seamless customer experiences agents can use the now assist chat summarization skill to summarize chats let's look at an example George Warren is experiencing internet issues so he visits the self-service portal for more information he decides to engage virtual agent he types internet issues and sees the most relevant knowledge article in a contextual summary powered by now assist unfortunately this does not solve his problem so he requests to be transferred to a live agent George is connected to John Jason a customer service agent JN is immediately presented with an inline summary powered by now assist bringing him up to speed on the conversation between George and virtual agent at any point during the conversation JN can trigger a summary using a quick action based on the summary Jon sees it's a known issue and will be fixed later that day he provides an estimated resolution time to the customer when Jon ends the chat now assist populates the chat summary and short description Fields capturing George's entire Journey from visiting the portal to the end of the conversation chat summarization can improve support teams productivity by helping them summarize chats chat summarization is also available in other apps review the now assist documentation to see where this skill can be used for more information see our product documentation or knowledge base or ask a question in the service now community