--- sourceDocument: Brazil Enable AI sourceDocumentLink: https://www.servicenow.com/docs/r/intelligent-experiences Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil Enable AI ft:clusterId : - platai bundleId : - platai workflow : - Platform --- # Conversational Help # Now Assist Conversational Help {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 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 Conversational Help Now Assist Conversational Help leverages Generative AI to provide users with contextual answers directly within the Now Assist panel in ServiceNow. This skill is designed to enhance user support by delivering precise, relevant information from ServiceNow product documentation without requiring additional subscriptions. It is enabled by default and accessible to users with suitable roles. Show full answer Show less ## How It Works * **Query Submission:** Users interact via the "Get Help" feature in the Now Assist panel to submit questions. * **AI Search:** Queries are routed to a central ServiceNow instance where AI Search scans synchronized product documentation content sourced through Instance Data Replication (IDR). * **Re-ranking:** Retrieved content chunks are re-ranked by the out-of-the-box Now Assist Q\&A capability to maximize relevance. * **Cache Lookup:** If a query has been previously answered, the cached response is served immediately; otherwise, the refined query data is sent to the Now LLM for answer generation. * **Answer Generation:** The Now LLM generates a meaningful, contextual response, sourcing from the official ServiceNow Docs portal and tailored to the release version of the user's instance, ensuring accuracy and currency. ## Important Considerations for ServiceNow Customers * This skill is automatically enabled and included with Now Assist entitlements; no extra subscription is needed. * Starting with the Australia release, Conversational Help Skills will be hidden for new instances as part of a deprecation plan but remain supported for existing customers. * Administrators can disable the feature via AI Admin Hub Settings if desired. * For enhanced content access, customers can install the External Content Connectors Application Suite and use NAp Synthesized Search with ServiceNow Docs. * Responses are now strictly aligned to the user's current ServiceNow release version, improving result precision and relevance. ## Benefits for ServiceNow Customers By utilizing Now Assist Conversational Help, customers can quickly obtain accurate, context-aware answers to product and platform questions without leaving the ServiceNow environment. This improves user productivity, reduces support friction, and ensures users receive information that reflects their specific instance version and latest product updates. This skill uses Generative AI application capabilities to provide answers to the questions on the Now Assist panel. Important: Starting with the Australia release, Conversational Help Skills is being prepared for future deprecation. It will be hidden and no longer activated on new instances but will continue to be supported. For details, see the Deprecation Process article \[[KB0867184](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0867184)\] in the Now Support Knowledge Base. You can install the External Content Connectors Application Suite from the [ServiceNow store](https://store.servicenow.com/store/app/dd69bc781bd9a650396216db234bcb0b) and use NAp Synthesized Search with ServiceNow Docs. Important: This generative AI skill is turned on by default. The skill will be automatically available to appropriate role users for the application. For more information, see [AI agents, skills, and agentic workflows on by default](https://www.servicenow.com/docs/Q3vmmgURaBCnlrPmvi5IZw "Starting with the Zurich Patch 4 release, some AI agents, generative AI skills, and agentic workflows are turned on by default in the ServiceNow AI Platform."). The Now Assist Conversational Help skill displays as Get Help on the Now Assist panel. Note: The Get Help feature is available as a part of Now Assist entitlements and no new subscription is required. The feature is enabled by default and you can turn it off in the AI Admin Hub Settings. ## How Conversational Help works {#conversational-help-skills__section_dt1_h22_yfc} You can ask your question by selecting Get Help skill and submit a query to use the help option in the Now Assist panel. Your query goes through the following steps to retrieve the best response. Note: Conversational Help Skills is not available as auto-discoverable as a help skill within Now Assist panel. 1. AI searchThe query is be sent to a **central ServiceNow instance** , where **AI Search** will search the knowledge table that stores content from product doc content. We use Instance Data Replication (IDR) that synchronizes product documentation content from Now Support instances. Note: Multiple central ServiceNow instances are deployed across three regions: US East or US West, EMEA, and APJC. 2. The top matching chunks (or records) along with the user's query, are sent to the Now Assist Q\&A Genius Result configuration to generate a meaningful, contextual answer. 3. Re-rankingThe Now Assist Q\&A, an out of box (OOB) capability, re-ranks the retrieved chunks to ensure better relevance. 4. Cache lookup * If the user query exists in the cache, the pre-stored answer is returned. * If the query is not cached, the query and re-ranked chunks are sent to Now LLM to generate a meaningful answer. {#conversational-help-skills__ol_ml1_333_yfc} {#conversational-help-skills__ol_dmm_d33_yfc}The Now LLM retrieves the most relevant result from portal and displays it in the same panel. Note: Effective from this release, the query will retrieve results based exclusively on the release version of the user's current instance. This enhancement is integrated into the query process to ensure the delivery of precise results that reflect the latest updates and features. For more information, see [Fetch end points in Now Assist Conversational Help skills](https://www.servicenow.com/docs/leHTzsPLPJz5Y0m~oHmxWQ "The Now Assist Conversational Help skills architecture solves latency by fetching answers hosted at the nearest location, which is best suited to the user.").