Now Assist AI assets
Summarize
Summary of Now Assist AI assets
Now Assist AI assets provide a suite of generative AI capabilities designed to enhance efficiency and productivity in your ServiceNow instance. These assets include predefined generative AI skills, AI agents, and agentic workflows that can operate independently or together to streamline tasks and automate business objectives.
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The ServiceNow AI Platform offers three licensing tiers tailored to different levels of AI use:
- Foundation: Basic AI insights
- Advanced: AI to improve productivity across use cases
- Prime: Autonomous AI operation with creation capabilities for custom AI assets
Key Features
- Now Assist skills: Prebuilt generative AI functions for tasks such as summarizing information and generating resolution notes.
- Now Assist agentic workflows: Structured sequences of AI-driven tasks executed with minimal human oversight to achieve specific business goals, manageable via AI Agent Studio.
- Platform AI agents: Autonomous software entities capable of perceiving environments, making decisions, and performing actions to automate processes or interact with users.
Important Considerations
- Some AI skills, agents, and workflows are enabled by default; customers should review the list of default-enabled assets.
- Availability of certain AI models and features varies by region, compliance requirements, and deployment environment. For example, customers in FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, or self-hosted environments may have limited access.
- ServiceNow advises customers to verify model provider availability regularly as updates occur with new releases.
- AI-generated outputs are based on evolving machine learning models and may not always be accurate or appropriate. Customers must conduct thorough testing, maintain human oversight, and not rely solely on AI outputs for critical decision-making, especially in sensitive domains like healthcare, finance, legal, and security.
- Customers must comply with ServiceNow’s AI Acceptable Use Policy when using these AI capabilities.
Data Handling and Privacy
- Use of Now Assist AI involves transferring data from customer instances to centralized ServiceNow environments, potentially hosted in different geographic regions or third-party clouds such as Microsoft Azure.
- Data is managed according to ServiceNow’s internal policies and compliance standards.
- ServiceNow collects inputs, outputs, and modifications to AI-generated content to improve its AI technologies, with customers having the option to opt out of future data collection.
The Now Assist AI experience 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.
- Foundation: AI basics to deliver insights
- Advanced: AI to boost productivity across relevant use cases
- Prime: Act autonomously with all AI assets, and create your own
Get started
For a list of AI assets that are turned on by default, see Now Assist skills, agents, and agentic workflows on by default.
- 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.
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.