Now Assist AI agents
Summarize
Summary of Now Assist AI agents
The ServiceNow® Now Assist AI agents utilize large language models (LLMs) to simulate human-like intelligence, enabling automation of tasks ranging from simple responses to complex problem solving. These AI agents help reduce the workload on live agents and boost overall productivity by handling various conversational and operational tasks.
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Getting Started and Configuration
ServiceNow customers can begin using Now Assist AI agents by selecting pre-built tiles or creating custom AI agents using advanced multi-agent reasoning frameworks within AI Agent Studio. Customers can also design agentic workflows with planned instructions and triggers to tailor AI interactions to specific business needs. The platform provides resources on user roles, tables, and properties relevant to AI agents for effective configuration and management.
Availability and Restrictions
Not all AI model providers and features are available in every geography or environment. Availability varies based on in-country SKUs, data center protections (e.g., FedRAMP, NSC DOD IL5, Australia IRAP-Protected), self-hosted customers, and regulated markets. Customers should consult the latest ServiceNow documentation and knowledge base articles for updates on AI product availability aligned to their region and compliance needs.
AI Limitations and Responsible Use
Because AI and machine learning models generate predictions based on data patterns, outputs from Now Assist AI agents may not always be accurate or appropriate. ServiceNow advises customers to rigorously test and evaluate AI outputs, maintain human oversight, and avoid sole reliance on AI-generated decisions—especially in high-impact sectors like healthcare, finance, legal, and security. Customers must comply with ServiceNow’s AI Acceptable Use Policy.
Data Processing and Privacy
To operate, AI agents transfer data from individual ServiceNow instances to centralized ServiceNow environments, which may involve third-party cloud providers such as Microsoft Azure. Data handling follows strict internal policies and compliance standards. ServiceNow collects input, output, and edit data from AI usage to improve its AI technologies. Customers retain the option to opt out of future data collection at any time.
The ServiceNow® Now Assist AI agents are entities that mimic human-like intelligence by using large language models (LLMs). AI agents can perform tasks that range from simple automated responses to complex problem solving. By using AI agents, you can reduce the workloads of your live agents and help increase their productivity.
Learn more about the concepts behind AI agents and how they can help fit your specific business needs.
Get started
Select a tile to get started with Now Assist AI agents.
There might be AI agents installed with the Now Assist application that are not used in agentic workflows. To learn how to see all agents that are available to you, see Find AI agents.
- Not all model providers are available for customers with in-country SKUs, and some AI 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 AI 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 AI 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.
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.