Now Assist

  • Release version: Xanadu
  • Updated August 14, 2024
  • 4 minutes to read
    • Summarize
    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

    Now Assist is a generative AI solution within the ServiceNow AI Platform designed to boost user productivity and efficiency through conversational and proactive AI experiences. It integrates with various ServiceNow workflows to provide tailored AI-driven assistance across technology, customer service, employee services, creator tools, and finance & supply chain operations.

    Show full answer Show less

    Key Features

    • Generative AI Integration: Employs generative AI models that enhance multiple ServiceNow workflows such as ITSM, ITOM, Security Incident Response, Customer Service Management, HR Service Delivery, and more.
    • Configurable and Monitorable: Users can explore, configure, use, and analyze generative AI features and skills via the ServiceNow AI Platform and the Generative AI Controller for a customized AI experience.
    • Product and Skill Activation: Enables activation of specific Now Assist products aligned with business areas including Technology, Customer, Employee, Creator, and Finance & Supply Chain workflows.
    • Data Handling and Privacy: Involves transferring data from customer instances to centralized ServiceNow environments, potentially across regions and third-party cloud providers, managed under strict policies with an option to opt out of data collection.
    • Role and Access Management: Incorporates user roles, data usage policies, and domain separation to securely manage AI interactions.
    • Availability and Compliance: Some AI models and features have geographic and regulatory availability constraints, with certain products unavailable in restricted environments such as FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers and regulated markets.

    Practical Considerations

    • Customers must evaluate AI outputs carefully, as AI-generated content may not always be accurate or appropriate; human oversight is essential, especially in sensitive domains like healthcare, finance, and security.
    • Not all AI models are available for every customer due to regional or regulatory restrictions; customers should verify model availability based on their environment and compliance requirements.
    • Data processed by Now Assist is subject to ServiceNow’s internal policies and compliance standards, ensuring secure handling and privacy.

    Key Outcomes

    • Enhanced user productivity through AI-powered conversational support tailored to specific ServiceNow workflows.
    • Flexible configuration and monitoring enable customers to optimize AI capabilities according to their organizational needs.
    • Access to a broad array of AI-powered skills across business functions facilitates improved operational efficiency and service delivery.
    • Governed AI usage with clear policies, data handling transparency, and compliance considerations to maintain trust and security.

    ServiceNow® Now Assist uses generative AI that is designed to enhance user productivity and efficiency through conversation and proactive experiences.

    Get started

    Important:
    • Not all model providers are available for customers with in-country SKUs, and some Now Assist 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 Now Assist 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 Now Assist 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.

    Now Assist products and skills

    The Now Assist framework is supported across the ServiceNow AI Platform. To use Now Assist skills, activate one or more of the following Now Assist products.
    Table 1. Now Assist products
    Workflow Business areas Available products
    Technology The Technology workflow includes IT applications, such as IT services and operations, managing your strategy to deliver products and services, and platform security.
    Customer The Customer workflow includes applications that support customer service, including field service, financial services, telecommunications and media, and the public service sector.
    Employee The Employee workflow supports HR Service Delivery features.
    Creator The Creator workflow supports a variety of Platform tools and builders, including the following:
    • App Engine Studio
    • ServiceNow AI Platform scripting
    • Platform Analytics
    • RPA Hub
    • Service Catalog
    • Workflow Studio
    		 Now Assist for Creator
    Finance & Supply Chain The Finance & Supply Chain workflow supports purchase requisitions, sourcing requests, and request for products or services.

    For a complete list of Now Assist skills and their workflows, see Now Assist skills.

    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. Further, 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.