Now Assist in Virtual Agent

  • Release version: Australia
  • Updated March 12, 2026
  • 3 minutes to read
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    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 Virtual Agent capabilities by enabling more effective, intuitive interactions that improve user satisfaction and operational efficiency in handling requests.

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    Key Features

    • Generative AI Skills: Incorporate advanced AI-powered conversational skills into Virtual Agent to handle complex user intents more naturally.
    • Configuration and Activation: Easily activate and configure generative AI skills within Virtual Agent to tailor the conversational experience to your organizational needs.
    • Performance Monitoring: Tools to analyze and monitor the effectiveness and user engagement of the Now Assist powered conversations.
    • User Input and Response Support: Detailed handling of user inputs and AI-generated bot responses, ensuring clear communication and workflow continuity.

    Important Considerations

    • Not all AI model providers or features are available in every region or under all data center regulations, such as FedRAMP, NSC DOD IL5, or Australia IRAP-Protected environments.
    • Availability and supported features may vary by geographic location and regulatory constraints; customers should verify current availability for their region.
    • Use cases with high-consequence impacts (e.g., healthcare, finance, legal) require careful evaluation and human oversight due to AI limitations.
    • Data involved in Now Assist interactions is transferred to centralized ServiceNow environments or third-party cloud providers and handled according to ServiceNow’s compliance policies.
    • Customers can opt out of data collection used to improve AI models and ServiceNow technologies.

    AI Limitations and Responsibilities

    As Now Assist employs AI and machine learning, the responses generated may not always be fully accurate or appropriate for every scenario. Customers must test and validate the AI outputs, apply human oversight, and avoid sole reliance on AI for critical decisions. Compliance with ServiceNow’s AI Acceptable Use Policy is required.

    Support and Resources

    • Access to the Virtual Agent community forum for peer support.
    • Known Error Portal to search for known issues and troubleshooting articles.
    • Direct Customer Service and Support contacts for assistance.

    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.