Now Assist in Virtual Agent

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Now Assist in Virtual Agent

    Now Assist in Virtual Agent leverages generative AI skills using large language models (LLMs) to enhance conversational experiences and improve self-service workflows. This feature is designed to create a more natural-language interaction between users and the Virtual Agent.

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    Key Features

    • Generative AI Skills: Utilize advanced AI to power conversational interactions.
    • Configuration: Activate and configure generative AI skills to suit your specific needs.
    • Performance Monitoring: Analyze the effectiveness of the Virtual Agent in real-time.
    • User Input and Bot Responses: Access detailed information on supported interactions.
    • Important Limitations: Certain features may not be available in FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, and self-hosted environments.

    Key Outcomes

    By implementing Now Assist in Virtual Agent, customers can expect enhanced self-service capabilities, improved user satisfaction through natural interactions, and ongoing performance insights that can help refine the conversational experience. Customers should also be aware of potential limitations in AI accuracy and the necessity for human oversight in critical applications. Data processing and collection practices adhere to ServiceNow's policies, ensuring customer data is handled responsibly.

    Use generative AI skills in your conversational experiences. Now Assist in Virtual Agent uses large language models (LLMs) to create a natural-language conversational experience that can improve the success of your self-service workflows.

    Get started

    For an introduction to building a Virtual Agent with Now Assist, watch this video.

    Important:
    Some Now Assist products/features are currently unavailable for customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, self-hosted customers, or in other restricted environments. For more information, see the KB0743854 article in the Now Support Knowledge Base. Please 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. Further, 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. 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.