Exploring Now Assist

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

    • Learn how Now Assist brings generative AI capabilities to the ServiceNow AI Platform. With Now Assist, you can improve the productivity and efficiency in your organization, deliver better self-service, recommend actions and provide answers, and empower your users to search more effectively.

    Now Assist overview

    Now Assist is a growing cross-platform family of generative AI features, which are tasks that a large language model (LLM) can perform. Generative AI features are based on the initial training and architecture.

    A skill delivers a feature plus the use case to the user. An example of a skill is chat summarization within a customer workspace. Now Assist products provide features and skills that are tailored to meet the needs of users in different workflows.

    Now Assist framework

    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
    Finance & Supply Chain The Finance & Supply Chain workflow supports purchase requisitions, sourcing requests, and request for products or services.
    Now Assist products include some or all of the following foundational platform tools for Now Assist. For more information, see Now Assist skills in the Platform workflow.
    • Administrators install plugins, manage skills, and analyze usage and performance with the Now Assist Admin console.
    • Users can take advantage of Now Assist skills by using the Now Assist panel on the instance.
    • Use Now Assist in AI Search to generate answers for AI Search.
    • Use Now Assist for Mobile to run generative AI skills in a mobile environment.
    • Use to create conversational catalog experiences and author topics that use LLM topic discovery.
    • Developers can use the Generative AI Controller to integrate generative AI features in custom flows and conversations by using your own third-party large language model (LLM) licenses.

    The following diagram shows what's available in the Now Assist framework.

    Figure 1. Now Assist framework
    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 IT Service Management (ITSM).

    Now Assist benefits

    Benefit Feature Users
    Leverage the power of search with the Now LLM generative AI model to answer questions in user searches with actionable AI-generated summaries of relevant knowledge articles. Now Assist in AI Search Everyone
    Install and configure Now Assist applications and the skills they provide. Now Assist Admin console Administrators
    Choose which skills to turn on, and which users can access them. Now Assist Admin console Administrators
    Monitor the usage and performance of your Now Assist implementation. Analyzing Now Assist performance Administrators
    Access generative AI skills in context through a user-friendly interface. Now Assist panel Everyone
    Use Now Assist skills on mobile devices. Now Assist for Mobile Everyone
    Customize your workflows and use your own third-party LLM license. Generative AI Controller Administrators or developers
    Use Now Assist in other platform features. Now Assist skills in the Platform workflow Administrators or developers
    Monitor Now Assist consumption on your instance. Monitoring Now Assist usage in Subscription Management Administrators