Now Assist and Accessibility

  • Release version: Nofamily
  • Updated May 15, 2026
  • 3 minutes to read
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    Summary of Now Assist and Accessibility

    Now Assist is ServiceNow's generative AI solution designed to enhance user productivity through conversational and proactive experiences. It integrates domain-specific large language models directly into various workflows—such as IT Service Management, Customer Service Management, HR, and creator tools—allowing users to access AI assistance seamlessly within their existing interfaces. Key to Now Assist is its modular skills architecture, delivering summarization, content generation, recommendations, and conversational help embedded throughout the platform.

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    In addition to boosting efficiency, Now Assist significantly supports accessibility by reducing cognitive load, offering alternative input methods, and simplifying complex tasks for a diverse range of users. Standard platform accessibility features combined with AI-powered assistance improve usability for people with different needs.

    Key Features

    • Now Assist Panel: A conversational AI interface that helps users summarize chats, cases, or incidents, generate resolution notes, and obtain contextual assistance without leaving their workflow.
    • Now Assist Context Menu: Provides generative AI support to summarize, create, and edit content directly within records. It also supports email recommendations, documentation improvements, and custom skill deployments, all tracked via a usage dashboard.
    • Voice Input: Enables hands-free interaction with the Now Assist panel, supporting users with mobility or dexterity impairments, low vision, neurodivergence, or those who prefer voice commands. This feature can be enabled by administrators and personalized by users.
    • Smart Documents Skill: Offers concise summaries of documents related to workflows, along with interactive Q&A and common question sets, helping users quickly understand complex or lengthy materials.
    • ServiceNow AI Lens: Automates data extraction and form-filling by scanning images, handwritten notes, or documents. It supports tasks like auto-filling expense forms from receipts, extracting information from diagrams, searching specific clauses in contracts, and batch processing multiple images.

    Practical Benefits for ServiceNow Customers

    • Increase operational efficiency by accessing AI assistance directly within daily workflows without switching contexts.
    • Improve accessibility compliance and user experience by supporting diverse input methods, including voice, and reducing cognitive load.
    • Accelerate understanding and processing of complex documents with Smart Documents, enhancing decision-making and task completion speed.
    • Leverage AI Lens to streamline manual data entry and improve accuracy by extracting information from various image types.
    • Customize and monitor AI skill usage through the context menu and dashboard, enabling tailored assistance aligned with business needs.

    Now Assist, the generative AI capabilities from ServiceNow, helps users work more efficiently through conversational and proactive experiences. Its capabilities can also support accessibility by reducing cognitive load, offering alternative input methods, and simplifying complex tasks for a broad range of users.

    How Now Assist Works

    Built on domain‑specific large language models, Now Assist integrates directly into user experiences across IT Service Management, Customer Service Management, HR workflows, and creator tools. Users can access intelligent assistance without leaving the interface where their work takes place.

    Now Assist delivers its AI capabilities through modular skills—such as summarization, content generation, recommendations, and conversational assistance—embedded into platform experiences and applications.

    Accessibility and Now Assist

    Many capabilities in Now Assist align with accessibility guidelines, helping reduce cognitive load, supporting multiple input preferences, and making complex tasks easier to complete. Standard platform features—such as Next Experience accessibility preferences, keyboard support, dark theme, and focus indicators—combine with AI‑powered assistance to improve usability for diverse needs.

    A key accessibility enhancement is the ability to interact with the Now Assist panel using voice input, enabling hands‑free prompts and navigation. Voice input supports users with mobility or dexterity limitations, blind or low‑vision users, neurodivergent users, and anyone who prefers speech‑driven interaction. Voice input can be enabled by system administrators and turned on in a user's personal accessibility preferences. See Enable Voice input for Now Assist Panel for more information..

    Another capability that supports cognitive accessibility is the Smart Documents skill, which can summarize content, generate questions and answers, and produce common questions and answers—helping readers understand materials quickly without parsing long or complex text. See the Now Assist Smart Documents skill page for more information.

    The following table provides links to more resources and information about Now Assist.
    Table 1. Now Assist Features
    Feature Description
    Now Assist Now Assist uses generative AI to enhance user productivity and efficiency through conversation and proactive experiences.
    Now Assist panel With the Now Assist panel, you can get assistance from generative AI experiences to solve customer issues. Use this conversational interface to summarize a chat, case, or incident, get help, or generate resolution notes so that you can get the context of this information.
    Now Assist context menu
    The Now Assist context menu uses generative AI to help agents summarize, create, and edit written content.
    Voice Input for Now Assist

    Give users the option to use their voice when interacting with the Now Assist panel to make the panel more accessible. Voice input enables you to use the panel without a keyboard.
    Smart Documents skill

    The Smart Documents skill provides a concise summary of the document associated with a workflow, along with interactive Q&A and common questions and answers, enabling you to understand the content quickly, explore key insights, and get answers to specific questions.

    You can summarize a document in a workspace, ask interactive questions, and view common questions and answers. To learn how, see Generate summary and ask questions using Now Assist in Document Management.
    ServiceNow AI Lens

    ServiceNow AI Lens can automatically do the following tasks:

    • Fill in a form. ServiceNow AI Lens can scan and extract the visual data to auto-fill in your forms. For example, it can scan the invoice receipt to auto-fill the fields on the expense submission form.
    • Scan and identify the information from handwritten notes or images. For example, ServiceNow AI Lens can scan a sequence diagram to generate a script.
    • Search for specific information from images. For example, ServiceNow AI Lens can search for a specific clause in a scanned legal contract.
    • Batch process multiple images at once. For example, ServiceNow AI Lens can extract the data from multiple screenshots of a Microsoft Excel file.