What is Hyperautomation?

Traditional automation involves the application of digital transformation technology to complete important tasks without the need for human intervention.  But it usually occurs on a limited scale, mainly for one process at a time.

Hyperautomation is the furthest reach of automation. Hyperautomation incorporates multiple automation tools – specifically Generative AI, predictive intelligence, machine learning, and/or Robotics Process Automation – to achieve automation objectives. 

Hyperautomation creates sophisticated capabilities beyond the scope of basic process improvement that can span whole enterprises (across multiple departments). Hyperautomation technologies also use self-learning mechanisms like machine learning and human feedback reinforcement learning to improve over time.

Sometimes, customers struggle to visualize the value gained by these new technologies. This is where Infocenter can help.

Identifying the Need for Hyperautomation (by Product)

Generative AI Controller: What is it?

ServiceNow Generative AI Controller is (1) an intelligence connection layer to connect customers with their third-party Large Language Models (LLMs) and (2) an engine that powers platform products with Generative AI capabilities.

  • Generative AI Controller allows customers to integrate their third-party LLM providers to build custom flows, VA topics and scripts.  ServiceNow can integrate with the following LLMs at this time:
    • Azure OpenAI
    • OpenAI
    • Google Cloud (Vertex AI and MarkerSuite)
  • Generative AI Controller powers ServiceNow’s NOW Assist products that use the NOW LLM.
  • Use of these LLMs allow ServiceNow to produce smart text and content in contexts that take end user inquiry, input or other information.
  • The use of Generative AI is still evolving on the ServiceNow platform.  Review how you apply Generative AI in use cases, especially in sensitive sectors such as Healthcare, Finance, Legal, Employment, and Infrastructure.

Generative AI Controller: Where is it Used?

ServiceNow Generative AI Controller is an engine that powers the platform with Generative AI Capabilities.  It can be used by multiple creator tools on the platform.

  • You can create custom use cases in Flow Designer, Virtual Agent Designer and Mobile App Builder that leverage Generative AI.
  • You can write custom scripts (e.g. business rules, UI actions, and other scripting contexts) that access the Generative AI API to retrieve results back to a given context.
  • Generative AI Controller powers a number of new platform features, including:
    • Now Assist for ITSM, CSM, HRSD, FSM
    • Now Assist for Creator (formerly “text-to-code”)
    • AI Search with Generative AI

Generative AI Controller: How is it Used in FD and VA?

You can use Generative AI Controller to enhance the following products and your workflows.

Create custom use cases incorporating Generative AI in Flow Designer or Virtual Agent. Text can be entered directly or read from data pills (e.g. record fields/variables).

  • Generate Content: Manifests AI answers into a particular topic or piece of content (e.g. a KB)
  • Generic Prompt*: Statement/question for the AI model to generate a response to
  • QnA: Allows Q&A between user’s text inputs and
    Generative AI; additional information can be provided
  • Sentiment Analysis: This reads a user’s text inputs to
    determine their sentiment (positive or negative feelings)
  • Summarize action: This takes a large text input (e.g.
    description, comments, work notes) and summarizes it for simplicity and clarity

Generative AI Controller: Where is it applicable?

NOW Assist : What is it?

NOW Assist is a collection of application features, already powered by Generative AI Controller, that leverages generative AI to enhance the user experience and improve productivity.

  • NOW Assist features have been incorporated into a number of ServiceNow products:
    • Now Assist for ITSM, CSM, HRSD, FSM
    • Now Assist for Creator (formerly “text-to-code”)
  • Activation of Now Assist features (called “Available/Active skills”) are aided by Now Assist Admin Console. For example, the activation of the “Case summarization” feature includes the following prompts in the wizard:
    • Choose where to display: In-product, Now Assist panel
    • Input fields: description, short_description,  work_notes, comments
    • Input table: sn_customerservice_case
    • User roles: Customer Service Manager, Customer Service Agent, Customer Service Agent, Customer Administrator, Customer Case Manager, Partner

NOW Assist (e.g. for CSM): What is it?

NOW Assist for CSM helps improve customer support and experience by resolving issues faster, rapidly generating case and chat summarizes, and improving customer service. Now Assist for CSM can be broken down into the following components:

  • Now Assist Admin Console: User friendly interface supporting configuration and activation of Now Assist for CSM features
  • Case summarization: Case notes and resolution notes can be summarized on demand
  • Chat summarization: Chat transcriptions are summarized after support hand off or wrap up of interactions
  • Now Assist Panel: You can request summaries and other follow ups within the conversational interface (on CSM Configurable Workspace)
  • Now Assist for Search: Search and receive generated answers to search questions through your Service Portals (e.g. Employee Center) and Virtual Agent

NOW Assist: Where is it applicable?

Automation Discovery: What is it?

ServiceNow® Automation Discovery helps you identify automation opportunities for Virtual Agent and Agent Assist.

  • Identifies Virtual Agent topics and Agent Assist workflows (called “automation opportunities”) that you should be using. Automation opportunities are like human “intents” that the system is capable of handling through automation in part or entirely
  • Produces an Automation Discovery report with details about:
    • What inquiries could have been deflected by existing automation topics/workflows that are not active or not being used
    • What recurring patterns exist that may warrant the creation of new automation topics/workflows

Automation Discovery: What to do with categorized results?

ServiceNow® Automation Discovery helps you identify automation opportunities for Virtual Agent and Agent Assist.

  • Records are identified against a prebuilt taxonomy that is linked to VA topics. A taxonomy is a network of automation categories that are grouped based on similarities (synonyms, likenesses, alternatives, etc.) and logically organized into branched structures.
  • Previous inquiries are checked against the taxonomy. The end result could look something like this example:
    • In “ITSM” taxonomy – variations of password reset requests will fall under existing taxonomy “ITSM – Request – Data – User – Account – Reset Password” and serve to group alike inquiries such as:
      • help password broken
      • unable to login
      • outlook password issue
      • ping preset password
      • msft ad reset
      • okta reset password

Automation Discovery Reports will list such inquiries (e.g. Incidents) as possible deflections. Technical stakeholders can work to (1) simply activate existing workflows/topics and (2) process stakeholders can work to retrain user behaviors to use the automations that already exist.


Automation Discovery: What to do with uncategorized?

  • Some records are “uncategorized” (not able to be pinned to the taxonomy), but with machine learning are grouped together in related clusters. Clusters are identified with algorithms finding recurring patterns in the data.
  • This helps the system to recommend BRAND NEW automation opportunities, and is particularly helpful for recommending specific application topics (e.g. SAP CRM, Oracle, Workday, Epic).
  • Automation Discovery Reports will list such inquiries (e.g. Incidents) as possible new automation opportunities. Process and technical stakeholders can then work to create them.

Automation Discovery: What are Discovery Reports?

ServiceNow® Automation Discovery helps you identify automation opportunities for Virtual Agent and Agent Assist. It produces Discovery Reports that you can take action on.

Create Discovery Reports that show a number of analyses, including:

  • List of automation opportunities – including those mapped to existing topics and those classified as potential new opportunities that you will need to create custom.
  • List of possible deflections – how many records (e.g. Incidents) could have been solved through existing automation.
  • Estimated time savings – measured in total hours; the number of records multiplied by mean time to resolution (number of matching records: X estimated time savings for top 10 opportunities).

Automation Discovery: Where is it applicable?

Process Mining: What is it?

Process Mining helps analysts and process owners analyze and optimize business processes by identifying opportunities to eliminate process inefficiency. It does this by constructing process maps via the audit trail, and finding inefficient behaviors. Core features include:

  • With the Automated Findings feature, ability to identify inefficient process behaviors and take action, such as:
    • Rework – a record progressed through a series of steps but went backwards
    • Ping-Pong – work bounces back and forth between steps, groups or individuals
    • Extra steps – situations where a variant of the the process or unnecessary step slows down the movement of work
  • Process maps will help suss out common use cases such as:
    • Reassess unrealistic service level agreements (SLAs)
    • Resolve ownership problems causing unnecessary Incident reassignment
    • Need to streamline processes
  • Process Mining is supported with ITSM, Customer and Industry Workflows, HR Service Delivery, Field Service Management, SPM and App Engine apps

Process Mining: What features does it include?

Process Mining has a number of foundational components. Core components include:

  • A Summary and Insights page that shows Goals & KPIs of which benefit potential can be measured with Process Mining
  • An Analyst Workbench to work with visual interactive process maps, see variation analysis of process(es) playing out, and the ability to analyze the maps – drill down, highlight routes, annotate, and work to understand better how these processes play out
  • Automation Opportunities analysis can also be run inside Process Mining using Automation Discovery (if the product is active)

Process Mining: Analyst Workbench

Process Mining: Where is it Applicable?

Document Intelligence: What is it?

Document Intelligence is an AI solution that automates and accelerates the process of extracting (and verifying) data from documents. It can be integrated into a number of workflows and products like RPA.

  • It combines Optical Character Recognition (OCR) and machine learning AI to process and extract data from documents
  • DocIntel goes beyond OCR, using AI document models to identify, understand and extract textual data from multiple documents – and can train on all kinds of documents with varied text, formatting and templates
  • Common document candidates would include:
    • Identity documents (e.g. driver’s license)
    • Standardized Forms
    • Invoices/POs
    • Credit Card Numbers
  • Works with document file types such as
    JPEG, PNG and PDF -incl. scanned paper documents
  • Feedback-driven Artificial Intelligence drives continual
    learning of such documents
  • Accessible from inside RPA, which often accesses these kinds of documents

Document Intelligence: Where is it applicable?

AI Search (Now Assist, External Content): What is it?

AI Search is a feature that allows ServiceNow to display documents and content retrieved from sources both inside and outside of the ServiceNow platform, including LLMs.

  • Now Assist in Search returns direct answers to search inquiries provided back to you by the NOW LLM, which has been trained with ServiceNow context, your data and your CMDB
  • AI Search with External Content enables AI Search to search content and metadata, including:
    • Direct Document Links (e.g. Confluence Sites)
    • External Repositories (e.g. SharePoint Collections)
    • Remote Tables
  • AI Search capability is extended to all main contexts including:
    • Service Portal Search Frameworks (e.g. Employee Center)
    • Virtual Agent
    • NOW Mobile Apps
  • Users don’t have to perform any special searches to match content and metadata. AI Search displays results for external documents just like it does regular documents. When the user clicks the document, it launches the external site.

AI Search (Now Assist, External Content): Where is it applicable?

What’s Next?

As the Leading ServiceNow Elite Partner and 2024 Partner of the Year, Infocenter is here to help! Speak with an expert today to learn how you can maximize the value of your hyperautomation investment with Infocenter.