Enable AI experiences

  • Release version: Xanadu
  • Updated February 21, 2025
  • 4 minutes to read

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

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    Now Assist

    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.

    The Now Assist framework includes Now Assist Admin, Now Assist panel, and Generative AI Controller. Framework components become available once you install a product such as Now Assist for ITSM.

    Now Assist AI agents

    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.

    The Now Assist AI agents working in real time.

    Now Assist Data Kit

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

    Figure 1. User journey for Now Assist Data Kit
    Now Assist Data kit workflow

    Now Assist Skill Kit

    Use Now Assist Skill Kit to create custom skills. These custom skills give you greater flexibility in the Now Assist environment.

    Figure 2. User journey for Now Assist Skill Kit
    Define your LLM provider, then develop custom skills by specifying input sources and configuring the prompt. Test with data from your instance, and then deploy your new skill.

    AI Governance

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

    Natural Language Understanding

    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 Understanding works by starting from natural user input, which is passed to the NLU model, which determines the appropriate response.

    Natural Language Query

    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).

    NLU workbench

    Predictive Intelligence

    Train your system to resolve requests swiftly with the Predictive Intelligence Workbench. There are four separate machine-learning frameworks that support all NLQ languages along with Dutch, Italian, and Brazilian Portuguese. These frameworks help your AI to handle a range of business challenges. Reduce task-handling times and interaction or error counts, solve issues shared between similar records, discover patterns and address records collectively, predict numeric outputs based on regression analysis, and train several other ML solutions.

    Shows users the Predictive Intelligence benefits

    Document Intelligence

    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.

    Document Intelligence workspace showing side panels for data extraction.

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

    Task Intelligence

    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.

    The Task Intelligence Admin Console displays the available models, key metrics, and helpful information.

    Applications and features