What is Now Assist in ServiceNow?
Now Assist is ServiceNow’s family of generative AI features. It helps agents, employees and developers work faster by summarizing records, drafting content, answering questions and generating code directly in the platform.
What Now Assist can do
For agents, Now Assist can summarize long incidents and cases, suggest resolution notes and draft knowledge articles from resolved tickets. For employees, it powers conversational answers in search and Virtual Agent, using your own knowledge base. For developers, Now Assist for Creator can generate scripts and flows from plain-language descriptions.
How it works
Now Assist combines large language models with your instance’s data, permissions and workflows. Features are delivered as skills that admins turn on and configure per application, such as ITSM, HR Service Delivery or Customer Service Management. Responses respect existing access controls, so users only see information they are allowed to see.
AI agents
Newer releases add AI agents that can plan and carry out multi-step tasks, such as investigating an incident and proposing a fix, with human oversight and approval steps built in.
Getting started
Now Assist requires specific licensing, usually a Pro Plus or Enterprise Plus package for the relevant product. Start with high-volume, low-risk use cases like incident summarization, measure the time saved, and expand from there. Good results depend on clean data and well-maintained knowledge articles.
Best practices
Involve agents early and collect their feedback on suggestions. Review AI-generated knowledge articles before publishing. Set clear governance for which skills are enabled and how their output is reviewed.
Frequently asked questions
Is Now Assist included in every ServiceNow license?
No. It requires add-on or higher-tier licensing. Check with your ServiceNow account team for your options.
Does Now Assist use our data to train public models?
ServiceNow states customer data is handled under its data governance commitments. Review the current documentation and your contract for specifics.
What is the difference between Now Assist and Predictive Intelligence?
Predictive Intelligence uses classic machine learning to classify and route records. Now Assist uses generative AI to create and summarize content.
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ServiceNow is a trademark of ServiceNow, Inc. This glossary is an independent resource by Sequal Consultancy and is not affiliated with or endorsed by ServiceNow, Inc.