Now Assist in ServiceNow.

[sakshinitna]

Now Assist is like having a super-smart, always-available coworker built right into the ServiceNow platform — one that understands what you need, when you need it, and helps you get work done faster and more efficiently.

At its core, Now Assist is powered by Generative AI, which means it can do things like write responses, summarise complex case histories, suggest next actions, or even help build workflows — all based on real-time context. It's not just responding to keywords; it actually understands what you're trying to do, thanks to deep Natural Language Understanding (NLU) and machine learning models.

So whether you’re:

• An IT agent handling dozens of incidents a day,
• A developer building a new app in App Engine Studio,
• A manager reviewing cases or approvals,
• Or an employee looking for help through a portal or chat,

Now Assist steps in to make your work easier. It might suggest how to categorise a ticket, recommend a knowledge article to solve a problem, summarise a long email thread, or help you write a cleaner script.

Where and how Now Assist is used in ServiceNow:-

  1. Now Assist for Virtual Agent (Chatbot)

• AI-enhanced conversations with users.
• Uses Generative AI to understand and respond naturally to queries.
• Supports case deflection, issue resolution, and workflow initiation.

  2. Now Assist for Search

• Improves the global and contextual search experience.
• Delivers AI-generated answers directly from Knowledge articles, Catalog items, and Records.
• Helps users find relevant information faster using natural language queries.

  3. Now Assist for Workflows

• Embedded AI support inside forms and workspaces.
• Suggests next steps, categorises tickets, and recommends solutions.
• Examples:
• Suggesting incident classification.
• Predicting assignment groups.
• Summarising case or incident activity.

  4. Now Assist for Developers / Builders (Studio & App Engine Studio)

• Used inside App Engine Studio to assist developers in:
• Writing scripts, conditions, data policies, etc.
• Generating flow logic or automation steps.
•  Speeds up low-code / no-code development.

 5. Now Assist for Agents (in Workspaces like CSM, ITSM, HR)

• Helps agents resolve issues quickly using AI-powered suggestions.
• Provides:
• Case summaries.
• Suggested replies.
• Recommended knowledge articles.
• Next-best actions.

  6. Now Assist in Knowledge Management

• Helps authors generate or refine articles using AI.
• Summarises or rewrites content.
• Suggests article tags or titles based on content.

 Real Example in Action:

• An IT agent opens an incident — Now Assist suggests the category, predicts the assignment group, and summarises previous notes.
• A customer opens the Virtual Agent — Now Assist answers naturally, routes to the right service, and logs a case if needed.
• A developer starts a new Flow — Now Assist generates initial steps and logic automatically.

So this was all about Now Assist , You ask. It understands. And then it assists — just like a real teammate would.

[Mark Manders]

The only downside: it costs more than a real teammate and you need to have have good foundational data, because it can only reflect what is put in. 

I do thank you for explaining it like it is: it assists and is an extra tool. Lately people are talking about it as if it is the solution for everything and even a simple flow is already called an AI Agent.