How to use AI to give solutions for incidents based on previous incidents and other data?

[Navaneeth1]

Is there a way to let ServiceNow use machine learning to Train ServiceNow from the information provided on incident tickets and documents we could feed and then respond to Support technicians when they ask questions?

Based on some reading I realized Now Assist could do the job but I wanna know if there are other alternatives. So far we have an incident management system and a knowledge base associated with it in the Classic Platform view. Is a workspace view needed to implement such a functionality?

The machine learning part should also consider information taken from the comments on the incident tickets as well. We'd also like the ability to feed this AI with some internal documents that could be used for responses.

The expected AI responses would be:
1. Answer questions on how to resolve an issue.

2. Summarize the resolution and give resolution notes.

3. Find incidents associated with similar issues and summarize on how those were solved and how that can be applied here.

If Now Assist is the solution, can someone please tell me how to get started with that? Should we create a workspace and virtual agent first? or is there a way to make use of this tool from the classic view itself? After that how the training should be done, which plugins should be activated?

Also, what would be the pricing plan associated with Now Assist?

[BabitaL]

Yeah, Now Assist can help with this, especially if you combine it with Virtual Agent and set up a workspace. The Classic view has limitations for this kind of functionality, so switching to Workspace usually makes things easier. That said, if you’re looking to train models on past tickets, comments, and internal docs, you could also explore custom setups—some teams work with companies like SoluLab to build more tailored AI solutions when the built-in tools don’t fully cover their needs. For Now Assist, you’ll need to enable a few plugins and go through the setup steps—ServiceNow’s docs are helpful, or a certified partner can walk you through it.