Now Assist in Virtual Agent

  • Release version: Zurich
  • Updated July 31, 2025
  • 3 minutes to read
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    Summary of Now Assist in Virtual Agent

    Now Assist in Virtual Agent leverages large language models (LLMs) to provide a natural-language conversational experience within your self-service workflows. This generative AI capability enhances Virtual Agent interactions, aiming to improve user success and satisfaction in automated support scenarios.

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    Key Features

    • Generative AI Skills: Integrate AI-driven conversational abilities to create more intuitive and human-like interactions.
    • Configuration and Activation: Enable and configure Now Assist within your Virtual Agent to activate generative AI skills tailored to your organizational needs.
    • Requester Experience: Provides a conversational interface that guides users through self-service tasks efficiently.
    • Performance Monitoring: Analyze and monitor the effectiveness and usage metrics of Now Assist to optimize workflows.
    • Support Resources: Access community forums, known error portals, and customer support for troubleshooting and guidance.

    Important Considerations

    • Model provider availability varies by region and deployment environment. Some AI features are restricted for customers in specific data centers, regulatory markets, or with in-country SKUs.
    • Check ServiceNow Knowledge Base articles and release notes regularly for updates on feature availability and supported regions.

    AI Limitations and Responsibility

    This application uses AI and machine learning, which may not always yield accurate or complete results. Customers must rigorously test and validate outputs for appropriateness and exercise human oversight, especially in critical domains such as healthcare, finance, legal, and security. Sole reliance on AI-generated content for decision-making is not recommended.

    Users must comply with ServiceNow’s AI Acceptable Use Policy.

    Data Processing and Privacy

    Data entered into Now Assist may be transferred from customer instances to centralized ServiceNow environments or third-party cloud providers like Microsoft Azure, in accordance with ServiceNow’s internal policies and compliance standards.

    ServiceNow collects inputs, outputs, and modifications from this application to improve its AI technologies. Customers have the option to opt out of data collection anytime via the Now Assist Opt-Out page.

    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 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.

    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.