ServiceNow Now Assist
Conversational AI embedded in ServiceNow that searches records drafts responses and executes allowed actions with governance metering and domain skills across ITSM CSM HR and more.
Overview
Now Assist brings generative AI into ServiceNow experiences so agents employees and developers can ask natural questions about cases requests knowledge and configuration and then act without tab hopping. It grounds on ServiceNow records and connected sources honoring access controls so responses link to systems of record. Admins enable specific skills per product family configure guardrails meter usage and route models according to policy.
For agents it summarizes cases suggests next best actions and drafts replies in the brand’s tone. For employees it resolves routine requests through chat and AI search with citations. For builders it accelerates story writing flow design and code suggestions inside Studio.
Organizations choose it when they want AI that is close to workflows identity and audit rather than a separate bot. Pricing and packaging vary by product with base capabilities included in eligible suites and advanced features licensed with AI units by quote. Typical outcomes include lower handle time improved first contact resolution and faster backlog burn down under clear compliance and logging.
Key features
- Grounded enterprise answers: Cite ServiceNow records and knowledge with links while respecting roles and ACLs for least privilege
- Actionable suggestions and drafts: Propose next steps and generate replies that agents can accept edit and send from the case
- AI search with citations: Retrieve answers from curated sources with guardrails to reduce hallucinations and improve trust
- Admin controls and metering: Configure providers data boundaries and AI unit usage to align spend with value and policy
- Skills per product family: Enable ITSM CSM HRSD and Creator skills so behavior is tuned to each workflow and data model
- Studio acceleration for builders: Suggest stories tests and code snippets to speed release work with review in the loop
- Observability and audit: Capture logs prompt context and decisions for compliance and post incident analysis
- Enterprise integrations: Connect third party knowledge and channels so Assist resolves more without human escalation
Best for
- Deflect employee FAQs via virtual agent and AI search with citations and step by step next actions
- Speed agent responses by summarizing case history proposing replies and inserting knowledge links
- Accelerate IT change tasks with grounded answers that link to CMDB incidents problems and runbooks
- Shorten onboarding and HR cycles through self service flows that resolve common requests safely
- Boost developer velocity with suggested stories test ideas and code scaffolds in Creator workflows
- Improve customer chat containment by grounding on KB and product docs with escalation on edge cases
- Run governed pilots with metering to target high value queues before expanding to more channels
- Support audits with activity logs and data residency controls mapped to regions and policies
Capabilities
AI Search & Chat
Resolve questions using curated knowledge and records with citations access control and links back to systems of record to increase trust.
Agent & Employee Help
Draft replies summarize cases and propose next best actions that users can accept edit and send directly from the workspace.
Creator Acceleration
Suggest stories flows and code inside Studio with review in the loop so platform teams ship improvements faster.
Admin & Metering
Set provider policies data boundaries usage caps and logs so adoption aligns with compliance and cost targets.
Frequently Asked Questions
How is Now Assist priced?
Packaging differs by product family and region advanced capabilities are sold by quote and some are metered using AI units.
Can we keep data private?
Yes Assist follows ServiceNow roles ACLs and residency controls with admin configured providers and private networking options.
Does it replace Virtual Agent?
No it complements chat automation and AI search enhancing deflection and agent assist with citations and actions.
Is model choice configurable?
Admins can allow specific providers and regions and route tasks to match policy performance and cost goals.
Can builders use it?
Creator experiences suggest stories flows and code with review so developers remain accountable for changes.
What logs are available?
Usage and interaction logs support audits troubleshooting and continuous improvement under your retention policies.
Does it work outside IT?
Yes skills exist for CSM HRSD and other workflows so teams benefit across functions not only IT.
How do we pilot safely?
Start with a constrained queue enable citations and human review set AI unit caps and expand based on KPIs
