--- sourceDocument: Yokohama Enable AI sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/intelligent-experiences Release : - yokohama ft:locale : - en-US ft:publication_title : - Yokohama Enable AI ft:clusterId : - platai bundleId : - platai workflow : - Platform --- # Now Assist in Virtual Agent readiness # Now Assist in Virtual Agent readiness on the ServiceNow AI Platform {#ariaid-title1} Release version: Yokohama Updated October 16, 2025 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Now Assist in Virtual Agent readiness on the ServiceNow AI Platform Now Assist enhances ServiceNow Virtual Agent by leveraging AI-driven natural language understanding to simplify user interactions, automate intent discovery, and deliver accurate, high-confidence responses without extensive manual configuration. This feature set allows organizations to streamline complex tasks and improve conversation quality while reducing the effort required for tuning and maintenance. Show full answer Show less ## Key Features * **AI Asset Discovery:** Automatically identifies and matches user intents to Virtual Agent topics, generative AI skills, agentic workflows, subflows, and actions using large language models (LLMs), eliminating reliance on keyword or traditional NLU setups. * **Simplified Deployment:** Accelerates rollout with LLM-powered topics, enabling faster delivery of value and improved conversation quality with reduced manual tuning. * **AI Search Genius Results:** Presents users with actionable, summarized knowledge through Genius cards, which include direct actions like requesting items. * **Conversational Catalog Ordering:** Enables users to order Service Catalog items through natural conversation, with Virtual Agent clarifying and confirming requests. Note that catalog items must be marked as conversational to function within Virtual Agent. * **Multi-turn Q\&A:** Supports seamless follow-up questions, allowing users to refine queries and receive better answers. ## Implementation Guidance Setting up Now Assist in Virtual Agent involves configuring or creating a new LLM assistant and assigning it to portals. LLM Virtual Agent topics must be associated with an assistant to be discoverable. A high-level checklist for readiness includes: * **Installation:** Install Now Assist in Virtual Agent via the Conversational Interfaces admin console after deploying a Now Assist product such as ServiceNow Otto for ITSM. * **Topic Inventory Review:** Analyze existing Virtual Agent topics and identify high-volume user intents using Conversational Analytics and Automation Discovery reports to focus on key self-solve opportunities. * **Knowledge Base Review:** Identify KB articles that can support self-service for top intents, simplifying topic management. * **Migration from NLU to LLM:** Use the migration tool to convert legacy NLU topics to LLM topics, preserving existing investments and minimizing effort. * **Service Catalog Item Review:** Evaluate catalog items to eliminate redundancy by aligning them with LLM topics, reducing the need for new topic creation. * **Utilize Pre-built LLM Topics:** Leverage Now Assist's pre-built LLM Virtual Agent topics as a foundation to reduce rework. ## Best Practices and Tips * Optimize topic descriptions during NLU-to-LLM migration to clearly align with user intent and expected outcomes. * Customize the assistant's branding and chat experience during setup, choosing between Standard or Enhanced chat options to best fit user needs. * Integrate Now Assist in Virtual Agent with Microsoft Teams to extend conversational capabilities into collaboration platforms. ## What ServiceNow Customers Can Expect By implementing Now Assist in Virtual Agent, customers gain a more intelligent, scalable conversational interface that reduces manual configuration, improves self-service effectiveness, and enhances user satisfaction through natural language interactions. The integration of AI-powered discovery and conversational catalog ordering streamlines service delivery and supports higher automation levels within Virtual Agent deployments. Now Assist enhances Virtual Agent with AI-driven capabilities that understand natural language, guide users through complex tasks, and deliver high-confidence answers without relying on rigid keyword matching or manual configurations. Now Assist in Virtual Agent provides the following features: * AI asset discoverySay goodbye to time-consuming keyword or NLU configurations. Now Assist uses LLMs to automatically discover and match user intents to Virtual Agent topics and other AI assets, including generative AI skills, AI agents and agentic workflows, and subflows and actions. * Simplified deploymentUsing LLM-powered Virtual Agent topics, teams can accelerate rollout and improve conversation quality. This means less effort spent on manual tuning and more time delivering value. * AI Search Genius Results Users receive curated, actionable responses via Genius cards, which contain summarized knowledge with direct actions such as Request this item. * Conversational catalog orderingUsers can request Service Catalog items using natural conversation. Virtual Agent asks clarifying questions and confirms the user's intent before completing the request. Note: Service Catalog items must be marked as conversational to work with Virtual Agent. For details, see [Catalog item conversational details page overview](https://www.servicenow.com/docs/access?context=catalog-item-conv-details-page-overview&version=yokohama&pubname=yokohama-servicenow-platform&ft:locale=en-US). * Multi-turn Q\&AFollow-up questions are handled seamlessly, allowing users to refine their queries and get better answers. {#sn-ai-impl-nava__ul_pvb_mnr_1hc} Setting up Now Assist in Virtual Agent requires customizing or creating a new LLM assistant. You can assign an assistant to one or more portals. If LLM Virtual Agent topics aren't associated with an LLM assistant, they aren't discoverable. ## High-level checklist {#sn-ai-impl-nava__section_mnm_dqr_1hc} 1. Install Now Assist in Virtual Agent : You can install it from the Conversational Interfaces admin console once you have installed a Now Assist product such as ServiceNow Otto for IT Service Management (ITSM). : To set up Now Assist in Virtual Agent, you configure an assistant. : See: [Configuring assistants overview](https://www.servicenow.com/docs/access?context=configure-now-assist-va&version=yokohama&pubname=yokohama-conversational-interfaces&ft:locale=en-US) 2. Review your Virtual Agent topic inventory : Review your topics and identify high-volume user intents. You can use the Conversational Analytics dashboard and Automation Discovery reports. : Why? This helps you identify the top self-solve opportunities in Virtual Agent. : See: * [Conversational Analytics dashboard in Platform Analytics experience](https://www.servicenow.com/docs/access?context=VA-dashboard-landing-page-pae&version=yokohama&pubname=yokohama-conversational-interfaces&ft:locale=en-US) * [Create an Automation Discovery report](https://www.servicenow.com/docs/access?context=create-auto-discovry-report&version=yokohama&pubname=yokohama-now-intelligence&ft:locale=en-US) {#sn-ai-impl-nava__ul_ntm_zxr_1hc} Review your knowledge base : Identify KB articles that can self-serve any of the top intents you identified. : Why? This simplifies topic management and enables self-service. : See: [Knowledge Base readiness for Now Assist on the ServiceNow AI Platform](https://www.servicenow.com/docs/CEDUMIX68932GSDiEenAMQ "The knowledge base is the engine that enables Now Assist to deliver intelligent, accurate, and context-aware responses across AI Search, Q&A Genius Results, and other AI-powered experiences.") 4. Migrate NLU topics to LLM : Use the topic migration tool in Virtual Agent to convert NLU topics to LLM. : Why? Leverage existing Virtual Agent topics with minimal effort. : See: [Migrating NLU/keyword Virtual Agent topics to LLM topics](https://www.servicenow.com/docs/access?context=llm-topic-migration&version=yokohama&pubname=yokohama-conversational-interfaces&ft:locale=en-US) 5. Review Service Catalog items : Identify self-serve catalog items that can be replaced with existing LLM topics. : Why? To avoid redundancy and eliminate the need to create new Virtual Agent topics. : See: [Service Catalog readiness for Now Assist on the ServiceNow AI Platform](https://www.servicenow.com/docs/WAJUgAUbEryDj8xTSZZwng "A well-structured Service Catalog is essential to unlocking the full potential of Now Assist. As the backbone of many self-service workflows, the catalog enables Now Assist to interpret user requests accurately, present the right options, and minimize friction in the experience.") Review LLM Virtual Agent topics that come with Now Assist : Use these LLM topics as a starting point for Virtual Agent topic creation. : Why? New LLM versions of older NLU Virtual Agent topics reduce rework. : See: [ITSM Virtual Agent pre-built LLM topics](https://www.servicenow.com/docs/access?context=itsm-va-prebuilt-topics&version=yokohama&pubname=yokohama-it-service-management&ft:locale=en-US) ## Tips {#sn-ai-impl-nava__section_krr_lbs_1hc} * When migrating legacy NLU topics, ensure that you optimize topic descriptions so that the topic is clearly described and aligned with the intent and expected results. * You can customize the look of your assistant and the chat experience during guided setup.For details, see [Brand an assistant](https://www.servicenow.com/docs/access?context=brand-assistant&version=yokohama&pubname=yokohama-conversational-interfaces&ft:locale=en-US). * You can choose the chat experience you want for each assistant: * [Standard chat](https://www.servicenow.com/docs/access?context=nava-standard-chat&version=yokohama&pubname=yokohama-conversational-interfaces&ft:locale=en-US) * [Enhanced chat](https://www.servicenow.com/docs/access?context=nava-enhanced-chat&version=yokohama&pubname=yokohama-conversational-interfaces&ft:locale=en-US) {#sn-ai-impl-nava__ul_qpy_v2y_1hc} * You can integrate Now Assist in Virtual Agent with Microsoft Teams. For details, see [Integrating Now Assist in Virtual Agent with Microsoft Teams](https://www.servicenow.com/docs/access?context=integrating-now-assist-va-msteams&version=yokohama&pubname=yokohama-conversational-interfaces&ft:locale=en-US). {#sn-ai-impl-nava__ul_zrn_mcs_1hc} For more information about conversational catalogs in AI, see the following information from ServiceNow Community and YouTube: * [How to request catalog items in Now Assist in Virtual Agent](https://www.servicenow.com/community/virtual-agent-nlu-articles/how-to-request-catalog-items-in-now-assist-in-virtual-agent/ta-p/2747811) * [Microsoft Copilot integration with Now Assist FAQ - Zurich release](https://www.servicenow.com/community/virtual-agent-nlu-articles/microsoft-copilot-integration-with-now-assist-faq-zurich-release/ta-p/3048238) * [AI Academy: Enhanced chat experience with Now Assist in Virtual Agent](https://www.youtube.com/watch?v=UD7IneCtpxk) {#sn-ai-impl-nava__ul_tbs_fdq_zgc}