The Touchless Enterprise · Part 2 of 6 Read the instancebefore you design the agent. Harvest, filter, score, visualise — a method for turning an instance into a decision, in that order and no other. By Timo Weber (Senior AI Solution Architect) and ...
Otto (Now Assist) is the name given to experiences powered by AI at ServiceNow. It empowers your agents/customers to get help, solve problems, and drive resolution. Note: Otto is replacing the Now Assist name in our product and content. In some ca...
Why Assignment Group Prediction Is Hard If you've worked in ITSM for any length of time, you know the pain of misrouted incidents. A user submits a ticket with "Workday timesheet not saving" and it bounces between the Service Desk, the Application De...
The Touchless Enterprise · Part 4 of 6 · Layer 2 Layer 2The gatekeeper you can build today. One narrow agent on every unqualified record. What it should actually do — judge quality, ask the right question back, answer the easy ones — and a concrete...
The Touchless Enterprise · Part 3 of 6 · Layer 1 Layer 1Deflect where the request is born. Why deflection is a per-channel design problem — and a working build for the one place with the most leverage: the record producer itself. By Timo Weber (Sen...
The Touchless Enterprise · Part 1 of 6 One flow.Three layers. A pattern we keep arriving at when customers ask where to start with AI Agents — and why the answer is almost never a product. By Timo Weber (Senior AI Solution Architect) and Thomas Gee...
Disclaimer: This is a personal project, and is not an official plugin from ServiceNow. No warranty is given. I'm excited to share something I've been working on privately: a custom Now Assist Skill that automatically generates release notes from th...
Lab Objectives In this lab you'll achieve the following learning objectives: Understand Now Assist Skill Kit capabilitiesDevelop a custom generative AI skillApply best practices in prompt engineeringIntegrate a skill into a flow Overview ServiceNo...
In August 2026, we introduce (finally!) the ability to export an AI agent to update set. This allows us to move our AI agent configuration into XML payloads that can be freely imported to another instance. This won’t be all that interesting for seaso...
This article is for customers upgrading to Yokohama Patch 6 and Zurich Patch 1 Today's enterprises are embracing AI to transform operations, but a "one-size-fits-all" strategy no longer works. Different departments have unique AI needs, from IT's a...
Voice AI is scaling. Can you see how it’s performing? More of your customers’ first conversations now happen with an voice AI - all without a human in the loop. That’s the promise of voice AI: instant, natural, always-on service at scale. However...
"How do I add AI capabilities to ServiceNow without building from scratch?" "My agents need help writing faster, but I don’t want to disrupt their workflow." If you are already using Now Assist licensing in ServiceNow, you may already have an AI a...
Accelerating Agent Responses with Now Assist’s Activity Response Generation When customer service or IT tier agents face complex cases with dozens of updates, they spend valuable time scrolling through activity streams to understand the case hi...
Knowledge articles aren't just text. Ours had SharePoint links, intranet portals, Viva Engage pages, external docs — all embedded as raw <a href> tags in the article HTML. When we built the agent, we initially ignored them. Bad idea. Users were getti...
Note: The following properties are available as of the Zurich Patch 10/Australia Patch 3 release (June 2026) Now Assist AI Agents does not charge for tokens, it charges for value in the form of assists. Here are properties you can use to manage and...
What are MCP Apps? MCP Apps are a feature of MCP Server Console that lets you attach a custom HTML interface to a tool. When a compatible MCP client calls that tool, instead of returning plain text, the client renders your HTML in an iframe along...
Overview Learn how to configure large language model (LLM) providers for Now Assist skills and AI Agents. This guide covers connection types—from ServiceNow managed models to bring-your-own solutions—with step-by-step configuration instructions and...
Generate Resolution Plan Agentic Workflow Overview: The “Generate Resolution Plan Agentic Workflow” streamlines the process of creating resolution plans for support tasks by leveraging multiple AI agents. Powered by Now Assist, the workflo...
For the latest features, please review our what's new guide for version 3.0.16! What is Now Assist Data Kit? Now Assist Data Kit is a new tool that is available as of the Xanadu Patch 3. It allows you to perform the following actions: Create, cura...
Now Assist · ITSM · CSM How to Fix the AI Case Sentiment Tag to Display Correctly in the Service Operations Workspace A fix for a common AI configuration challenge: getting the LLM-based CSM Case sentiment tag to render correctly when cases are...
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