Now Assist for Mobile

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Now Assist for Mobile

    Now Assist for Mobile is a ServiceNow platform feature designed to enhance case management by using generative AI to summarize case information, generate resolution notes, and provide conversational experiences for requesters. It is part of ServiceNow’s AI capabilities introduced in the Zurich release, enabling more efficient and intelligent case handling directly from mobile devices.

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    Note that availability of AI features may vary by region and are subject to future updates.

    Key Features

    • Generative AI Skills: Summarize case details, create resolution notes, and assist with conversational interactions with requesters.
    • Activation and Configuration: Customers need to activate Now Assist for Mobile and configure AI skills to leverage these capabilities.
    • Requester Experience: Provides a conversational interface to improve communication and engagement with requesters.

    Important Considerations

    • AI Limitations: The AI generates predictions based on data patterns and may not always provide accurate or complete information. Customers must test and validate AI outputs and maintain human oversight, especially in sensitive or high-impact domains such as healthcare, finance, legal, and security.
    • Data Processing: Data from customer instances is transferred to centralized ServiceNow environments or third-party cloud providers like Microsoft Azure, following ServiceNow’s internal data handling policies.
    • Data Collection and Privacy: Inputs, outputs, edits, task data, and chat transcripts are collected to improve ServiceNow AI models. Customers have the option to opt out of future data collection.

    Support and Troubleshooting

    • Access the ServiceNow Community on AI and Intelligence for peer support.
    • Use the Known Error Portal to find known issues and resolutions.
    • Contact ServiceNow Customer Service and Support for assistance.

    Use ServiceNow® Now Assist for Mobile platform to summarize case information, generate case resolution notes, and more.

    Get started

    Important:
    Some AI products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.

    Troubleshoot and get help

    AI limitations

    This application uses artificial intelligence (AI) and machine learning, which are rapidly evolving fields of study that generate predictions based on patterns in data. As a result, this application may not always produce accurate, complete, or appropriate information. Furthermore, there is no guarantee that this application has been fully trained or tested for your use case. To mitigate these issues, it is your responsibility to test and evaluate your use of this application for accuracy, harm, and appropriateness for your use case, employ human oversight of output, and refrain from relying solely on AI-generated outputs for decision-making purposes. This is especially important if you choose to deploy this application in areas with consequential impacts such as healthcare, finance, legal, employment, security, or infrastructure. You agree to abide by ServiceNow’s AI Acceptable Use Policy, which may be updated by ServiceNow.

    Data processing

    This application requires data to be transferred from ServiceNow customers' individual instances to a centralized ServiceNow environment, which may be located in a different data center region from the one where your instance is, and potentially to a third-party cloud provider, such as Microsoft Azure. This data is handled per ServiceNow's internal policies and procedures, including our policies available through our CORE Compliance Portal.

    Data collection

    ServiceNow collects and uses the inputs, outputs, and edits to outputs of this application to develop and improve ServiceNow technologies including ServiceNow models and AI products. In addition, this application will collect task data (for Case Assist) and chat transcripts (for Chat Assist). Customers can opt out of future data collection at any time, as described in the Now Assist Opt-Out page.

    For more information, see the Now Assist documentation.