Client: illumin (AdTech, Demand-Side Platform)
Role: Knowledge systems configurator
Mission: Activate ServiceNow Now Assist on a rapidly evolving knowledge base while preserving structural integrity during a major product redesign.
Challenge
The knowledge base was built from zero to approximately 150+ technical articles covering campaign workflows, deal configuration, tracking implementation, reporting, and API documentation updates.
At the same time, the illumin platform underwent a major redesign that required significant documentation updates.
Now Assist was introduced during this transition.
The challenge was twofold:
- Retrofit existing documentation for AI ingestion.
- Scale updates across a rapidly changing corpus without introducing structural inconsistency.
Configuration and scaling strategy
Corpus Review and Structural Alignment
Existing articles were reviewed and revised to improve clarity, reduce ambiguity, and align terminology across workflows impacted by the platform redesign.
Updates emphasized:
- Clear procedural sequencing
- Consistent UI terminology
- Strong alignment between article intent and user task
Prompt-driven standardization
To scale revisions efficiently, I developed a structured prompt strategy using ChatGPT to:
- Standardize formatting and section hierarchy
- Reinforce single-intent article design
- Improve procedural clarity
- Reduce language variability across similar workflows
This approach enabled consistent updates across nearly 200 articles while preparing the corpus for AI ingestion.
Now Assist configuration
- Configured prompts within ServiceNow’s supported framework
- Routed responses from approved knowledge sources
- Maintained alignment with existing access controls
- Applied workspace branding for visual integration
No custom plugins or unsupported overrides were introduced.
AI usage and performance data (soft launch)
During the October–January pilot period:
- 882 total user queries processed
- 764 AI-generated responses delivered
- 86.62% overall deflection rate
Monthly query volume:
- October: 77 queries (initial activation phase)
- November: 372 queries
- December: 370 queries
- January: 63 queries (holiday period and internal feature rollout)
Sustained adoption in November and December indicates production-level usage following activation. The 86.62% deflection rate demonstrates that the AI assistant resolved the majority of user queries without escalation.
Outcomes
- Retrofitted and standardized a growing technical corpus during a major platform redesign.
- Scaled structured updates across nearly 200 articles using a prompt-driven editing framework.
- Activated and validated AI-assisted knowledge discovery within a live enterprise environment.
Sample
View the live knowledge base & AI Agent
Look for the NowAssist icon in the bottom right to see how the AI synthesizes my documentation into real-time answers.