AI Agent - Attachments Summarizer

Description

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This AI Agent solution enhances incident management in ServiceNow by automatically summarizing attachments using Google Gemini and updating the summaries in the Worknotes field. It intelligently recommends resolution steps by referencing relevant knowledge articles within the platform. This streamlines support workflows, reduces manual effort, and accelerates incident resolution. The solution integrates seamlessly with existing ServiceNow processes, improving efficiency and knowledge reuse across IT support teams.

Key features

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1.Automated Attachments Summarization

Uses Google Gemini to generate concise, context-aware summaries of incident attachments (e.g., logs, screenshots, documents).

2.Worknotes Auto-Update

Automatically inserts the AI-generated summary into the incident’s Worknotes field, ensuring consistent and timely documentation.

3.Contextual Knowledge Article Recommendations

Analyses attachment content and suggests the most relevant knowledge articles from the ServiceNow Knowledge Base.

4.Resolution Step Suggestions

Extracts actionable resolution steps from recommended articles to assist agents in resolving incidents faster.

5.Multi-Format Attachment Support

Supports a wide range of file types including PDFs, TXT, and image files.

6.Real-Time Processing

Summarizes and recommends in near real-time, enabling agents to act quickly and efficiently.