Now Assist in AI Search

  • Release version: Australia
  • Updated March 12, 2026
  • 4 minutes to read
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    Summary of Now Assist in AI Search

    Now Assist in AI Search is a ServiceNow Store application that integrates Large Language Model (LLM) technology with your search functionality to deliver actionable, AI-generated answers. It enhances search experiences across Service Portal, Virtual Agent, Employee Center, and global searches by providing intelligent, contextually relevant response cards known as Genius Results. These answers are sourced and synthesized from indexed knowledge articles, catalog items, knowledge graphs, chat conversations, and external documents.

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    Key Features

    • Multi-Content Response Genius Results: Generate comprehensive answers by synthesizing information from diverse internal and external content repositories.
    • Q&A Genius Results: Provide focused, actionable answers primarily from relevant knowledge articles using the Now LLM Service.
    • External Content Q&A Genius Results: Integrate with Microsoft SharePoint Online documents to generate relevant AI answers.
    • Actions Genius Results: Select and present the most relevant catalog items and Virtual Agent topics in response to user queries.
    • Disambiguation: Configurable follow-up questions help clarify broad or unclear searches to improve answer accuracy.
    • Actionable Answer Cards: Each AI-generated answer includes direct links to source records or external documents for easy user action.
    • Domain Separation: In domain-separated environments, AI responses are limited to data within the user's domain, ensuring data privacy and compliance.
    • Language Support: Native support for English with additional languages supported through Dynamic Translation capabilities.

    Implementation and Configuration

    To enable Now Assist in AI Search, customers need to install and activate the relevant plugin, then configure Genius Results for the targeted search interfaces. Configuration options include setting up disambiguation behavior and controlling which content sources the AI models access. Customers should verify the availability of AI models and features based on their geographic location, regulatory environment, and data center constraints.

    Important Considerations

    • AI Limitations: Since the application uses AI and machine learning, outputs may not always be fully accurate or complete. Customers should test and validate AI-generated answers and apply human oversight, especially in high-impact areas like healthcare or finance.
    • Data Processing and Privacy: Search inputs and outputs are transferred to centralized ServiceNow environments and may be processed in third-party clouds, following ServiceNow’s internal policies. Customers can opt out of data collection used for improving AI models.
    • Compliance: Customers must comply with ServiceNow’s AI Acceptable Use Policy and be aware of regional or regulated market restrictions affecting AI product availability.

    Benefits for ServiceNow Customers

    By leveraging Now Assist in AI Search, customers can significantly improve the relevance and actionability of search results across their ServiceNow environments. Users receive concise, AI-curated answers that help reduce search time and improve decision-making. This capability enhances user experience in Service Portal, Virtual Agent, and other key engagement channels while maintaining data privacy through domain separation and configurable AI behavior.

    The Now Assist in AI Search ServiceNow® Store application combines the power of search with a Large Language Model (LLM) to provide actionable AI-generated or AI-selected answers in user searches. Constraining the context passed to the LLM increases the likelihood that LLM responses are grounded in indexed content.

    Now Assist in AI Search overview

    In Service Portal, Virtual Agent, Employee Center, and global searches, Now Assist in AI Search includes the following Genius Result configurations:
    Now Assist Multi-Content Response Genius Results
    Now Assist Multi-Content Response Genius Results use your chosen LLM to generate Q&A Genius Result answers synthesized from a variety of content sources. Answers can include content from knowledge articles, Service Catalog items, Knowledge Graph schema nodes, enhanced chat searches and conversations, and external content documents and attachments.
    Now Assist Q&A Genius Results
    Now Assist Q&A Genius Results use the Now LLM Service to generate actionable Q&A Genius Result answers from the most relevant knowledge article results.
    External Content Q&A Genius Results
    External Content Q&A Genius Results generate actionable Q&A Genius Result answers from documents in your Microsoft SharePoint Online instance.
    Now Assist Actions Genius Results
    Now Assist Actions Genius Results use the Now LLM Service to select, filter, and display the most relevant Catalog Item and Virtual Agent topic results as answers.

    If a search is broad or unclear, Now Assist in AI Search may ask follow-up questions before answering. This disambiguation step helps clarify what the user is looking for and is configurable. For configuration details, see .

    Now Assist Genius Result answers enhance search results with actionable answer cards. Each answer card includes links to its source records or external documents.

    Get started

    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.

    Language support

    Now Assist in AI Search natively supports searches, content, and answers in English. Additional languages are supported through Dynamic Translation. For details on translation functionality and supported languages, see Dynamic Translation for Now Assist Q&A Genius Results.

    Domain support

    By default, all skills exist in the global domain. When you use AI in a domain-separated environment, users are only able to access data in their domain. For example, if a user uses the summarization skill, AI only uses material that exists in the user's domain when generating that summary. Additionally, there is no co-mingling of data for domain-separated instances when using generative AI skills. The data resides only on the instance, and the shared services used for generative AI do not persist any requests (prompts) and responses. For more information, see Domain separation in the Now Assist Admin console. (Note that global domain is not the same as global scope. For more information, see Exploring Next Experience pickers.)

    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.