From Development to Production: Ask ServiceNow's AI Experts Anything

[ryanyong]

Hey everyone, I'm Ryan, an engineer on ServiceNow's Forward Deployed Engineering team. We're a team of experts and builders who've gained deep AI deployment expertise at tier 1 technology companies and research labs. We're certified experts on the ServiceNow AI Platform, with direct access to Product and the ServiceNow C-suite.

What we do
We partner directly with customers facing the most complex challenges to co-innovate agentic AI use cases and ship them to production on the ServiceNow AI Platform.

Why this thread
If you're a ServiceNow customer sitting on AI entitlement you haven't fully put to work, this is your chance to ask the Forward Deployed Engineers building these solutions in the field. Bring your hardest questions about moving from unused credits to AI running in production, and getting the most value out of your existing ServiceNow investment.

Ask us anything. We are the subject matter experts, and we will get you an answer.

We'll be answering live from August 3rd to 7th. Post your question anytime between now and 8/7, upvote the ones you want answered first.

[gulatia]

We are trying to roll out Now Assist with Co-pilot.  We followed steps documented on Microsoft Copilot integration with Now Assist FAQ ... - ServiceNow Community

We are running into an issue where with the Now Assist Co-pilot integration, we have to refresh the co-pilot window for the output from ServiceNow Agent to show up. The same functionality works without any issues if we are in the BOT itself as compared to co-pilot. Based on the investigation so far, we do see the Conversation messages in ServiceNow but are not able to view those in Co-pilot unless we refresh the UI.

We are currently working with SN Support and Microsoft support but have no resolution so far. Any recommendations on how to resolve this?

Additionally, i am trying to understand how this functionality differs with and without Now Assist enabled in ServiceNow.  I am trying to check if the messages from BOT are using Now assist or not.

Thanks

Aman

[Boston]

For organizations just starting with agentic AI, do you recommend focusing on a few high-value workflows first, or building a broader AI strategy from the beginning? What approach has delivered the best long-term results in your experience?

[richandrews]

I'm looking to transition into a Forward Deployed Engineering role, bridging my background in technical product management and systems optimization. I recently wrapped up the ServiceNow RiseUp Advanced AI Foundations cohort and have been actively building local multi-agent workflows. When you see PMs or systems directors transition into FDE, what technical or client-deployment gaps do they usually need to close first?

[Kuldeep Kumavat]

A few questions - 

1. Is "Bring your own AI gateway" on the roadmap? If yes, when can customers expect it to be available?
2. Why does upgrading any NowAssist plugin break everything? We have faced this issue multiple times, where support states to upgrade every plugin to the latest version.
3. Will Predictive AI/Task intelligence be deprecated in near future? Should customers still continue to use PI/TI?
4. When/Is Moveworks expected to be completely integrated in the Now AI platform? e.g., it currently uses it own datacenters and is not on the Now AI Platform.

[Joel31]

Good Afternoon, what are the most preventable issues companies run into when deploying agents and what steps should we take to avoid them?