Now Assist Blog : Your Complete Guide to ServiceNow's AI-Powered Future

Sandesh Powar
Kilo Guru

Wednesday

Hey ServiceNow Community,

If you've been hearing about Now Assist and wondering what it's all about, you're in the right place. I've spent the last few months diving deep into ServiceNow's generative AI capabilities, and I wanted to share what I've learned – along with some great resources to help you get started.

What is Now Assist?

Now Assist is ServiceNow's generative AI solution that's transforming how we work within the platform. It's not just one feature – it's an entire ecosystem of AI-powered capabilities designed to make your work faster, smarter, and more efficient.

Think of it as having an intelligent assistant that understands your ServiceNow environment and can help with:

  • Summarizing complex cases in seconds
  • Generating code from natural language
  • Deflecting routine requests through Virtual Agent
  • Providing contextual recommendations
  • Automating repetitive tasks

The Different Flavors of Now Assist

Now Assist isn't one-size-fits-all. ServiceNow has tailored it for different teams:

Now Assist for ITSM - Helps IT agents resolve incidents faster with AI-powered summarization, suggested solutions, and automated workflows.

Now Assist for CSM - Empowers customer service teams to handle cases more efficiently with intelligent insights and recommendations.

Now Assist for Creator - This is a game-changer for developers. It can generate scripts, build workflows, and even help with app development using natural language prompts.

Now Assist for HR - Streamlines HR service delivery by automating routine requests and providing employees with instant, accurate responses.

Real-World Impact I've Seen

Let me share some practical examples of where Now Assist shines:

  1. Case Summarization: Instead of reading through 30+ journal entries, Now Assist gives you a concise summary highlighting the key events, actions taken, and current status. This alone has saved our team hours each week.
  2. Text-to-Code: I recently needed to create a business rule for priority escalation. Instead of writing it from scratch, I described what I wanted in plain English, and Now Assist generated clean, working code. Did I still review and tweak it? Absolutely. But it cut my development time in half.
  3. Virtual Agent Enhancement: Our Virtual Agent deflection rate jumped from 35% to nearly 60% after implementing Now Assist. It understands context better and can handle more complex requests without human intervention.

 

Getting Started: Your Learning Path

Here's the great news – ServiceNow has created comprehensive training to help you master Now Assist. I've gone through these courses myself, and they're incredibly valuable:

1. Start with the Fundamentals

Begin with the Introduction to Generative AI course. This gives you the foundation of how GenAI works within ServiceNow and sets the stage for everything else.

2. Hands-On with Application Development

Next, take the Generative AI for ServiceNow Application Lab. This is where things get practical – you'll actually build something using AI assistance.

3. ITSM Implementation Track

If you're focused on IT Service Management, choose one of these:

Both are excellent – choose based on how deep you want to go.

4. Master the Skill Kit

The Now Assist Skill Kit Overview is essential for understanding how to customize and extend Now Assist for your specific needs.

5. Build Custom Skills

Finally, level up with custom skill development:

Key Things to Know Before You Start

It Requires Setup: Don't expect to flip a switch and have everything work perfectly. You'll need to configure Now Assist for your specific environment and use cases.

Data Quality Matters: Now Assist learns from your existing data. If your knowledge base is disorganized or your data is messy, the AI won't magically fix that. Clean up your data first.

Licensing Considerations: Not all Now Assist features are included in every license. Check with your ServiceNow account team to understand what's available to you.

Change Management is Critical: The technology is impressive, but user adoption is where many implementations stumble. Your team needs to understand the value and feel comfortable using these new tools.

My Top Tips for Success

  1. Start Small: Pick one use case and nail it before expanding. Don't try to implement everything at once.
  2. Measure Impact: Track metrics like time savings, deflection rates, and user satisfaction. This helps prove ROI and build momentum.
  3. Provide Feedback: Now Assist learns and improves over time. When you see incorrect responses or missed opportunities, provide feedback through the platform.
  4. Stay Updated: ServiceNow is continuously enhancing Now Assist. Follow the release notes and community updates to stay current.
  5. Connect with the Community: Share your experiences and learn from others. The collective knowledge here is invaluable.

The Future is Here

We're witnessing a fundamental shift in how we interact with the ServiceNow platform. GenAI isn't just a buzzword – it's genuinely changing how work gets done. The organizations that embrace this technology thoughtfully and strategically will have a significant competitive advantage.

Now Assist won't replace your workforce, but it will absolutely make your team more efficient and allow them to focus on higher-value work that requires human creativity and judgment.

Your Turn

Are you using Now Assist yet? What's been your experience? What challenges have you faced, and what wins have you celebrated?

Drop a comment below – I'd love to hear your stories and answer any questions you might have about getting started.

And if you haven't explored Now Assist yet, I strongly encourage you to go through that learning path I shared above. The investment in learning now will pay dividends as AI becomes increasingly central to the ServiceNow platform.

Ready to dive in? Start with that Introduction to Generative AI course and let me know how it goes!

Happy learning,
Sandesh Powar

  • 144 Views
0 REPLIES 0