Now Assist vs Predictive Intelligence

[Mohammedryw]

Hi,

I'm trying to understand how Now Assist and PI Similarity are different, since I can ask Now assist to find me similar/related incidents, but is this not what PI Similarity does? 

Another related question is how PI is used in conjunction with AWA? Or can they be used seperately? 

Thanks

[YashwanthV18760]

Hi @Mohammedryw 

Now Assist vs Predictive Intelligence (PI) in ServiceNow

Now Assist leverages generative AI and large language models (LLMs) to automate routine tasks and enhance the Virtual Agent with conversational intelligence. It provides capabilities such as knowledge article search, catalog requests, and custom AI skills. It is designed for quick setup, integrates easily with multiple channels, and supports both out-of-the-box and custom workflows.

Predictive Intelligence (PI) in ServiceNow uses machine learning to automatically categorize, route, and prioritize records, as well as identify and group similar incidents. PI learns from historical data to improve prediction accuracy and automate repetitive processes so that users can focus on higher-value work.

Based on the available information, there is no direct comparison between Now Assist and PI Similarity, and the documentation does not clearly specify whether Predictive Intelligence must be used specifically within Agent Workspace or if it can also operate independently.

If this answer helped, please mark it as Helpful or Correct.

[SohamTipnis]

Hi @Mohammedryw,

Great question! 👍

YOu can watch these videos; this will help to clear your all doubts, not just with predictive and now assist but also with Gen AI and Agentic AI:

https://www.youtube.com/watch?v=jWttz8ERkKw

https://www.youtube.com/watch?v=s9pCcxMTzrE

You can refer to this image as well:

If you find my answer useful, please mark it as Helpful and Correct. ‌‌‌‌‌‌‌😊

Regards,
Soham Tipnis
ServiceNow Developer ||  Technical Consultant
LinkedIn: www.linkedin.com/in/sohamtipnis10