Now Assist in Virtual Agent
Summarize
Summary of Now Assist in Virtual Agent
Now Assist in Virtual Agent leverages generative AI and large language models (LLMs) to deliver natural-language conversational experiences within your self-service workflows. This integration enhances user interactions by making them more intuitive and effective, improving the success rate of automated service processes.
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Key Features
- Generative AI Skills: Utilize AI-driven conversational abilities to create dynamic, context-aware virtual agent dialogues.
- Configuration and Activation: Easily activate Now Assist and configure generative AI skills to tailor the virtual agent experience to your organizational needs.
- Requester Experience: Provides an improved conversational interface for end users, streamlining service requests and issue resolution.
- Performance Monitoring: Tools to analyze how well Now Assist is performing, enabling continuous improvement of your virtual agent interactions.
- Data Handling and Privacy: Data from your instance is securely transferred and processed according to ServiceNow’s policies, with options for customers to opt out of data collection used for AI improvements.
Important Considerations
- Availability of certain AI model providers and Now Assist features may be limited based on geographic location, compliance requirements (such as FedRAMP, NSC DOD IL5, Australia IRAP), and regulatory environments.
- ServiceNow encourages customers to review availability updates regularly to understand which features apply to their environment.
- AI outputs are generated based on data patterns and may not always be fully accurate or appropriate; customers should apply human oversight and validate results, especially in critical domains like healthcare, finance, legal, and security.
- Users must comply with ServiceNow’s AI Acceptable Use Policy when deploying and using Now Assist.
Getting Help and Support
ServiceNow provides resources such as the Virtual Agent community forum, Known Error Portal, and Customer Service support to assist with troubleshooting and guidance related to Now Assist.
Practical Benefits for ServiceNow Customers
By integrating Now Assist in Virtual Agent, customers can create more natural and effective conversational workflows that enhance self-service capabilities, reduce manual intervention, and improve overall user satisfaction. The solution is configurable and supported with monitoring tools, helping organizations optimize their virtual agent deployments while maintaining data security and compliance.
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.
- 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.