Platform Academy - AI-Powered Mobile Experiences Exploring GenAI Features in ServiceNow Mobile

[Sharon_Barnes]

🚀 AI-Powered Mobile Experiences: What's New with Now Assist on Mobile

The latest Platform Academy session was packed with powerful updates on how Now Assist is transforming the ServiceNow mobile experience. Led by Stacy Zhu, Senior Product Manager for the Mobile Platform, the session walked us through all the exciting Gen AI features included in the 2025 Q3.

Whether you're building mobile apps for requesters, agents, or enterprise admins, these updates are here to make your life easier—with smarter automation, smoother configuration, and a more intuitive user experience.

🔍 Highlights from the Session

Now Assist in Chat

• Now Assist in Virtual Agent: Deliver a consumer-grade chat and search experience that answers user questions with AI-generated responses, inline citations, and smart follow-up actions—all with a unified, no-code setup that works across mobile, portal, and Microsoft Teams.

• ServiceNow Lens: Snap a photo or upload an image. Lens can analyze it, extract key text, and even compare documents side-by-side, and can even provide you resolution steps to diagnose a random piece of equipment

• DocQnA: Upload any document or file —like a contract, manual, or report—and get instant summaries or answers based on its content. No need to read through everything yourself.

• AI Agents in Virtual Agent: Deliver agentic, human-like conversations powered by Now LLM or your preferred model to autonomously resolve issues. Users stay informed in real time, can abort the AI agent anytime, and choose from out-of-box agents or build custom ones in AI Agents Studio.
• Conversational Catalog Request: Enables intelligent, multi-turn ordering of catalog items directly within the chat interface, helping users submit requests seamlessly without leaving the conversation.
• Enhanced Chat Experience: Seamlessly switch between multiple active chats, pick up right where you left off, get suggested actions based on conversation context, and search for people with integrated People Citations for deeper insights. 

• Web Search: Until now, Now Assist could only answer questions using your company’s internal data. Starting in Q3, it will also pull in relevant web results—giving users more complete, accurate, and up-to-date answers.
  
  

Now Assist in Search

• Synthesized Responses in Search: Get contextual, actionable answers to your questions alongside standard search results, with the option to launch Now Assist chat directly from search for a more conversational experience.
• External Content & Attachments in Search: Surface results from supported external sources like SharePoint, Google Drive, and Box, with relevant attachments shown alongside standard search results for richer context.
  
  

Other Now Assist Features

• iOS Siri Integration: in iOS, use voice to trigger Siri shortcuts to launch the search experience in the ServiceNow mobile apps

• Now Assist Skill Kit Integration: you can now add AI-powered summaries directly into your mobile input forms. Previously, only FSM teams could auto-summarize closure notes—but now, you can build your own skills to summarize:

  • Worknotes

  • Comments

  • Incident descriptions

  • Change risk explanations

  • And more!
• Now Assist Context Menu: Use generative AI to refine written content on input form screens—shorten, elaborate, or adjust tone instantly with contextual editing options.
• Sidebar & Chat Summarization: Collaborate through Sidebar discussions—linked to records or standalone—and use the summarization skill to auto-generate a summary of the conversation and post it to the Activity Stream for easy reference.
• Mobile App Builder – Web to Mobile: Use Now Assist to automatically generate mobile record screens from existing web forms, streamlining mobile app creation and enhancing user experience.
• Mobile App Builder – Mobile Card Generation: In the Web to Mobile flow, Now Assist helps generate the most relevant mobile card for data and record screens, streamlining mobile UI creation with intelligent suggestions.
• Now Assist in Mobile SDK: Empower your iOS and Android apps with ServiceNow capabilities—query data, embed Virtual Agent, authenticated web views, and trigger push notifications via the AI Platform. Seamlessly configure Now Assist Virtual Agent in third-party apps using Mobile SDK.

✨ With these powerful updates, Now Assist is redefining what’s possible on mobile—bringing smarter AI, faster workflows, and a more intuitive experience to every user, wherever they are.