Now Assist in Virtual Agent

  • Release version: Australia
  • Updated March 12, 2026
  • 3 minutes to read
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    Summary of Now Assist in Virtual Agent

    Now Assist in Virtual Agent leverages generative AI to enhance conversational experiences, enabling more effective self-service workflows. It utilizes large language models (LLMs) to create natural-language interactions, which can lead to higher success rates in user engagements.

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    Key Features

    • Generative AI Skills: Access a variety of AI capabilities to improve user interactions.
    • Configuration: Activate and set up Now Assist in Virtual Agent to tailor it to your needs.
    • User Experience: Understand the requester’s conversational experience for better engagement.
    • Performance Monitoring: Analyze the effectiveness of the Virtual Agent through performance metrics.

    Key Outcomes

    As a ServiceNow customer, you can expect to enhance self-service efficiency, improve user satisfaction, and have access to continuous updates regarding feature availability, particularly in relation to regional and regulatory constraints. It is essential to regularly check for updates on model provider availability and any restrictions that may affect your implementation.

    Important Considerations

    Be aware that some features may not be available for certain customer categories or regions, including those in regulated markets. Additionally, the AI's outputs may not always be reliable; human oversight is recommended, especially for critical applications. Data processing involves transferring data to a centralized ServiceNow environment, managed according to ServiceNow's policies. Customers have the option to opt-out of data collection at any time.

    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:
    • Not all model providers are available for customers with in-country SKUs, and some Now Assist products/features are currently unavailable for in-country customers. For more information, see the KB1584492 article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.
    • 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. Be sure to check for availability updates in future releases.
    • Some Now Assist products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.
    • Some AI products and skills are not available in Regulated Markets. For more information, see KB2593939: Regulated Markets AI Products/Skills Not Available. 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. 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.