Transforming Financial Services with Now Assist

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*** Disclaimer: This guide evolves with every innovation. Bookmark this page and check back often for the latest updates! ***

Reimagine financial services operations with AI-powered workflows. Now Assist for FSO isn’t just a tool; it’s a game changer for efficiency, compliance, and customer experience.

Financial services operations are complex, high-stakes, and heavily regulated, leaving little room for inefficiency. Now Assist for FSO brings the power of generative AI directly into ServiceNow’s purpose built workflows, enabling institutions to streamline case handling, accelerate resolutions, and maintain compliance without sacrificing customer experience. By combining domain-specific data models with intelligent automation, Now Assist transforms routine tasks into proactive, insight-driven actions, helping teams work smarter, reduce operational risk, and deliver exceptional service at scale.

First, let's explore the core dependencies.

✅ ServiceNow instance on Xanadu or later
✅ Generative AI Controller v11.2+
✅ Now Assist license

Now, let's talk about a key element to the success of your Gen AI implementation Data: The Fuel for AI

Pro Tip: Clean data isn’t optional; it’s the foundation of every successful AI implementation. 

For a comprehensive guide on how to get your instance ready for Now Assist, please review Getting ready for Now Assist

Let's explore the Anatomy of Now Assist 

• Now Assist Skill "Precision Actions"
  Skills handle one-off actions like summarizing a case, generating resolution notes, creating a knowledge article, or drafting an email. Skills built with a preconfigured prompt optimized to perform one task to assist the CSR in performing their task efficiently.  You can review this quick guide on Now Assist Skill kit here
  
  
  • Purpose: Handle single, focused actions like summarizing cases, generating resolution notes, or drafting emails.
  • Benefit: Speeds up repetitive tasks and improves accuracy.
  • Example: Case Summarization, Sentiment Analysis, Knowledge Recommendation.

• Now Assist Agentic Agent.  "Autonomous Intelligence"
  A Now Assist agent is an autonomous AI-powered digital worker within the ServiceNow platform that combines multiple tools, such as Now Assist Skill, Workflow, or a variety of other options available out of the box, to perform end-to-end tasks across workflows. Unlike a single skill (which handles one specific action, like summarizing a ticket), an AI agent can reason, plan, and execute multiple steps to achieve a goal.
  Here's an example of an AI Agent: "Next action recommendation AI agent."  This agent identifies the next best action recommendation and identifies the optimal steps for resolving tasks by referencing similar task details and reviewing knowledge articles. It summarizes and presents to the user a step-by-ste,p summarized resolution plan and derived action plan.
  
  
  • Purpose: Autonomous AI-powered digital workers that combine multiple tools and skills to execute multi-step tasks.
  • Benefit: Enables reasoning, planning, and dynamic execution across workflows.
  • Example: Next Action Recommendation Agent.
• Now Assist Agentic Workflow  "Dynamic Autonomous Collaboration"
  An agentic workflow is an AI-driven process where autonomous AI agents collaborate to achieve a business goal. Unlike traditional automation (which follows rigid, predefined rules), agentic workflows are dynamic, adaptive, and context-aware. They break down complex tasks into smaller steps, assign them to specialized agents, and orchestrate execution with minimal human intervention. You can always require a human in the loop to supervise the agentic workflow to meet regulatory requirements. 
  
  An example of an agentic workflow is: "Triage cases."  This use case manages the end-to-end autonomous case triage process. It dynamically follows different paths depending on the list of all intents and sentiment of the source record content, and keeps track of the preliminary email reply.
   
  • Purpose: AI-driven processes where multiple agents collaborate to achieve complex business goals.
  • Benefit: Adaptive, context-aware automation with optional human-in-the-loop for compliance.
  • Example: Autonomous Case Triage Workflow.

Measuring outcomes is the cornerstone of success. To stay on track, always prioritize these key elements:

🌟 Outcome:  Faster resolution of complaint cases 

🎯 Value to Human Agent (CSR):  Provide the tools necessary to improve CSR productivity.

🏆  Key Metric:Identify tasks where the CSR spends long cycles and measure the difference before and after deploying Now Assist.