---
sourceDocument: Australia Enable AI
sourceDocumentLink: https://www.servicenow.com/docs/r/intelligent-experiences

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Enable AI

ft:clusterId :

    - platai

bundleId :

    - platai

workflow :

    - Platform


---

# Enable AI experiences

# Enable AI experiences {#ariaid-title1}

* Release version: Australia
* 
* Updated July 14, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 7 minutes to read

Take advantage of artificial intelligence-based tools to prioritize and automate
routine tasks,  detect major incidents, and surface insights.

## Get started {#ai-products__section_wxq_lcm_pvb}

Now Assist introduced AI on the platform. As that experience has evolved, there's a new name for the experience. ServiceNow Otto® is the conversational AI platform integrated into ServiceNow workflows. It provides agentic capabilities, supports multimodal interactions across web, mobile, and messaging channels, and enables autonomous orchestration for cross-system workflows.{#ai-products__servicenow-otto-name-change}

Choose one of these tiles to get started.  

|-|-|-|
| [ServiceNow AI implementationUnderstand the elements of Now Assist and lay the groundwork for a seamless, intelligent experience across your workflows.](https://www.servicenow.com/docs/naFFc3uk~rCIpyPKBHkFZg "Getting ready to implement ServiceNow Otto is more than just installing plugins—it’s about laying the groundwork for a seamless, intelligent experience across your workflows. Whether you're enabling conversational catalogs, automating content generation, or enhancing user interactions, a few key steps will ensure your data is ready, your applications are prepared, and your organization's AI policy is in alignment with your implementation.") | [Now Assist AI assetsExplore Now Assist generative AI skills, AI agents, and agentic workflows.](https://www.servicenow.com/docs/g9ZDK263bqCoPHuhNm6gEQ "The AI experience in the ServiceNow AI Platform includes generative AI skills, AI agents, and AI agentic workflows. These components work alone or in combination to help achieve efficiencies and results on your instance.") | [Large language models (LLMs) Choose the Now LLM Service or supported third-party AI models for skills and agents.](https://www.servicenow.com/docs/jFlI97gqk7ZyLcZUMOhN6A "ServiceNow AI Platform utilises large language models (LLM) for generative AI and agentic AI functionality. You can choose the ServiceNow LLM or supported third-party models. LLMs bring about the Generative AI application capabilities by understanding and generating human language, and processing vast amount of data.") |
| [AI Admin HubUse a personalized generative AI assistant and skills to enhance your work on the ServiceNow AI Platform.](https://www.servicenow.com/docs/fTKUE2jXFOp1NBRiZWT7NQ "ServiceNow ServiceNow Otto uses generative AI to enhance user productivity and efficiency through conversation and proactive experiences.") | [Now Assist AI agents Build and assemble use cases that drive business outcomes.](https://www.servicenow.com/docs/RshCtgpefnbPO35oJg8USg "The ServiceNow AI agents are entities that mimic human-like intelligence by using large language models (LLMs). AI agents can perform tasks that range from simple automated responses to complex problem solving. By using AI agents, you can reduce the workloads of your live agents and help increase their productivity.") | [AI Data Kit Add datasets to a data catalog.](https://www.servicenow.com/docs/p7tXd5m0zbv5VR06AUARQw "Use ServiceNowAI Data Kit to add datasets to a data catalog. The curated data works with ServiceNow SDK to enable the AI skill development and evaluation.") |
| [AI Skill KitCreate custom skills and prompts for your Now Assist experience.](https://www.servicenow.com/docs/uROZIbBCVhpzE2kM61MJcQ "Use ServiceNow AI Skill Kit to create and publish custom prompts and skills for Otto. Creating custom skills and prompts enables you to have greater flexibility with Otto's generative AI capabilities.") | [AI Control TowerMonitor, manage, and govern AI assets on the ServiceNow AI Platform.](https://www.servicenow.com/docs/m6pDBwlqX3b43m_SnBbhCg "Gain visibility into your organization's AI footprint, manage the lifecycle of AI investments, govern risk and compliance, and measure the business impact of AI with AI Control Tower.") | [Knowledge GraphMap entities and their relationships and add context and meaning to your data to enable intelligent search, insights, and AI-driven experiences.](https://www.servicenow.com/docs/p9laDGoP006vQJxrhhjEjg "The Knowledge Graph application, uses the structured and unstructured data from ServiceNow records, knowledge bases, and external sources to enhance the performance of ServiceNow Otto for Virtual Agent, AI agents, and generative AI skills.") |
| [MCP Server Console Use Model Context Protocol (MCP) servers to allow AI applications to access data and perform actions on a ServiceNow instance.](https://www.servicenow.com/docs/KStkJPgc4OVf5quZLsil6A "MCP Server Console enables secure and governed access to functionality on a ServiceNow instance for AI applications with Model Context Protocol (MCP) servers. MCP servers extend ServiceNow AI Platform functionality into any external MCP client and employee experience over the Model Context Protocol.") | [Now Assist Readiness Evaluation Assess processes, evaluate data readiness, and get actionable insights to help adopt Now Assist quickly.](https://www.servicenow.com/docs/BkdAg3f7CtFEy0aUsr~AYA "The AI Readiness Evaluation app helps prepare your organization for implementing agentic AI for ITSM and CSM, and five other jobs.") | [Natural Language Understanding Use Natural Language Understanding (NLU) to help your system work with natural human expression and intent.](https://www.servicenow.com/docs/W3KcOoYPcdEs6s1376roWA "ServiceNow Natural Language Understanding (NLU) provides an NLU Workbench and an NLU inference service that you can use to enable the system to learn and respond to human-expressed intent. By entering natural language examples into the system, you help it understand word meanings and contexts so it can infer user or system actions.") |
| [Natural Language Query Get data from your instance using plain language requests with this service on the ServiceNow AI Platform.](https://www.servicenow.com/docs/BVeTINXUyBmRwUB2JlqrBg "Natural Language Query (NLQ) enables you to query the data in your instance by entering plain language requests into the user interface.") | [Predictive Intelligence Develop ML-based solutions using Predictive Intelligence to create improved work experiences in your instance.](https://www.servicenow.com/docs/wzOsGOTqQzWTUTvgTf6rLA "ServiceNow Predictive Intelligence is a platform function that provides a layer of artificial intelligence that empowers features and capabilities across ServiceNow applications to provide better work experiences.") | [Document Intelligence Automate the data extraction process for your documents and speed up your workflow with a powerful AI-based solution.](https://www.servicenow.com/docs/iREh8qADHQvLvjljAquQAA "Document Intelligence (DocIntel) is an AI solution that enables any organization to automate and accelerate the process of extracting data from documents. That data can easily be integrated into larger automation workflows to save time and resources.") |
| [Now Assist in Document Intelligence Use generative AI to analyze and extract information from documents](https://www.servicenow.com/docs/COoNk7hjyehTIRXLNTLweg "With ServiceNow Now Assist in Document Intelligence, you can use generative AI to get key information from digital documents into your automation workflows.") | [Task Intelligence Create ML solutions with this AI tool, and track their impact on your business demands and outcomes.](https://www.servicenow.com/docs/eZTtM49Pya8DjQVyUgM6Ng "Task Intelligence uses machine learning to train solutions with your data and achieve important outcomes.") | [AI Desktop Actions Design, configure, and manage desktop actions that automate repetitive tasks in your desktop environment.](https://www.servicenow.com/docs/ze1orLBqZecKstM3vXeWIA "ServiceNow AI Desktop Actions enables you to design, configure, and manage desktop actions that automate repetitive tasks in your desktop and web environment. AI agents can autonomously and semi-autonomously process instructions, generate execution plans, and run desktop actions across legacy systems, thick client applications, and web applications without APIs.") |
| [ServiceNow AI Lens Use generative AI to scan, extract, comprehend, and synthesize data and take actions to optimize your workflows.](https://www.servicenow.com/docs/cLEDdGgksaXaG3ykDr7X6A "With ServiceNow AI Lens, which is a ServiceNow AI application, you can use generative AI to scan, extract, comprehend, and synthesize data to optimize your workflows.") | [Additional Resources ![]() Upgrade your AI experience to the next level](QI0EbyMI88wHJ9SDPTpWhQ "If you’re looking for AI best practices, troubleshooting, or other implementation guidelines, select a feature or resource type to discover ServiceNow resources on other relevant websites.") | [AI Admin CenterSet up and manage your AI solutions from a single workspace.](https://www.servicenow.com/docs/Aj1nSEUuLzf~~zx0k0jLiQ "Set up, manage, and optimize your AI solutions on the ServiceNow AI Platform from a single workspace.") |
[ ]

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## Now Assist {#ai-products__section_rh2_3wn_wyb}

Enable generative AI features on the ServiceNow AI Platform using Now Assist applications. Generative AI can help your agents and developers work faster and be more productive.

## Now Assist
AI agents {#ai-products__section_mtm_vh3_l2c}

ServiceNow AI agents can solve essential business challenges autonomously, accelerating outcomes and empowering people with a skilled digital workforce without limits, so they can focus on their best
work.

Use AI Agent Studio to create, manage, and test AI agents and use cases all in one place. The main Overview page has three sections that give you what you need to understand, begin, and continue developing AI
agents and use cases.

## AI Data Kit {#ai-products__section_ax5_sh3_l2c}

If the base system Now Assist skills don't fit your needs, you can use AI Data Kit to create custom datasets and data collections that can be used in AI Skill Kit for evaluation.
Figure 1. User journey for AI Data Kit

## AI Skill Kit {#ai-products__section_dyz_th3_l2c}

Use AI Skill Kit to create custom skills. These custom skills give you greater flexibility in the Now Assist environment.
Figure 2. User journey for AI Skill Kit

## AI Control Tower {#ai-products__section_v3n_zh3_l2c}

AI Control Tower can help organizations monitor, manage, and govern AI assets on the ServiceNow AI Platform. An AI Control Tower framework is a set of principles, practices, and protocols that guide the development, use, and deployment of AI systems. The AI Control Tower framework helps organizations deliver AI consistent with their own responsible AI principles.

## Knowledge Graph {#ai-products__section_z5z_ghv_3hc}

Knowledge Graph application enhances the Now Platform by creating a semantic layer that connects data, relationships, and context across the enterprise. It structures information as a graph of entities and
connections, bringing context and meaning to the available raw data. By leveraging AI, it powers personalized and intelligent experiences across the Now Assist ecosystem including NAVA, AI Agents, and AI Search to deliver more relevant insights and automation.

By linking data and embedding semantic meaning, Knowledge Graph transforms raw data into actionable knowledge, fueling faster resolutions, richer insights, and more personalized AI-powered experiences.

## MCP Server Console {#ai-products__section_sn1_phv_3hc}

The Model Context Protocol defines a standard method of communication between large language models (LLMs) and external systems, such as a ServiceNow instance. AI applications connect to an external system from an MCP client, such as an AI agent, using an MCP server. The server tells the client which external resources it can access and how
to access them. Then, from an MCP client, users can request information from the server and automate functionality using the available tools and data that the server returns.

## Now Assist Readiness Evaluation {#ai-products__section_ynk_shv_3hc}

The Now Assist Readiness Evaluation app is a solution designed to simplify and automate the agentic AI and Now Assist implementation assessment process. The app helps to determine whether your organization's instance is ready to implement generative and agentic AI features in Now Assist. Previously, manually assessing your organization's instance readiness was time consuming and took significant effort. Now, you can use the Now Assist Readiness Evaluation app to automate gathering, processing, and analyzing instance data so that you can review your instance readiness more quickly. The app provides results within seconds, helping
to reduce manual effort and promoting rapid and reliable assessments.

## Natural Language Understanding {#ai-products__section_ydq_wbs_dvb}

Help users communicate with your system in naturally-expressed language, using Natural Language Understanding. NLU enables
your system to perform intelligent actions in response to human language input in 17 supported languages. Start from the provided pre-built models and expand them further, or build your own
models from scratch.

## Natural Language Query {#ai-products__section_j5q_wbs_dvb}

Transform natural-language questions into formal database queries with Natural Language Query (NLQ). Get data from your instance by using plain language requests in the supported languages American English, French, French Canadian, German, Japanese, and Spanish. NLQ is consumed by several other applications and features, including Analytics, Reporting, and CMDB (English is the only supported language for CMDB).

## Predictive Intelligence {#ai-products__section_zm2_4xx_r5b}

Train your system to automate request handling with Predictive Intelligence. Three machine-learning frameworks (classification, clustering, and similarity) can help you address a range of business challenges. Discover patterns in your data, reduce task-handling times
and interaction or error counts, highlight issues shared between similar records, and manage records collectively. Support is available for a set of languages.

## Document Intelligence {#ai-products__section_zqq_4xx_r5b}

Get clear, concise data from your records quickly, and integrate it where you need it most. Document Intelligence can process single or multiple-page documents in various popular formats. This tool uses optical character recognition (OCR) and a continual-learning AI to identify and extract text and data. Document
Intelligence works on a no-code basis, allowing for easy setup, use, and integration of data into workflows.

You can use Now Assist in Document Intelligence skills to extract information and find answers to questions about documents.

## Task Intelligence {#ai-products__section_o32_wfy_dvb}

Achieve faster response and task-solving times for your Agents, by using Task Intelligence. This tool lets you engineer ML solutions that handle data
and track the efficacy of those solutions. Build, train, edit, and retrain machine-learning
models in the Admin Console, and export them for use across the ServiceNow AI Platform.
Follow up with the Analytics dashboard, where you can track your models'
performance and effects on your business, and determine which predictions are best for
future reuse.

## AI Admin Center {#ai-products__section_elc_n35_m3c}

Set up, deploy, manage, and optimize your generative‑AI solutions on the ServiceNow AI Platform from a single workspace that consolidates the various AI applications into a single, guided, conversational environment.

* Use AI Admin Center to access and manage AI capabilities from a single, unified workspace without switching between tools.
* Describe business objectives in plain language and let the platform translate those objectives into deployable AI solutions, complete with guided configuration steps and automated workflows.
* Work with a conversational admin companion to complete setup and advanced configuration tasks through natural language. You can use the AI companion even when you don't know where settings live or which steps come first.
* Rely on built‑in governance and safety controls to protect data, filter content, and guard against prompt injection so that your AI solutions are deployed efficiently, consistently, and responsibly.
{#ai-products__ul_frj_gj5_m3c}