Now Assist AI agents

  • Release version: Xanadu
  • Updated January 30, 2025
  • 3 minutes to read
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    Summary of Now Assist AI agents

    The ServiceNow® Now Assist AI agents leverage large language models (LLMs) to simulate human-like intelligence for automating tasks ranging from simple responses to complex problem solving. These AI agents help reduce the workload on live agents, improving their overall productivity and efficiency. The solution is designed to support diverse business needs through customizable AI agents and workflows.

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    Getting Started and Configuration

    • Explore: Learn about the capabilities and concepts of Now Assist AI agents.
    • Configure: Use AI Agent Studio to set up and customize the agentic AI experience.
    • Create AI Agents: Build custom AI agents using advanced multi-agent reasoning frameworks.
    • Create Agentic Workflows: Design workflows with planned instructions and triggers to automate complex processes.
    • Reference: Access information about user roles, tables, and properties related to AI agents.

    You can find installed AI agents in your instance or explore additional options via the AI Agent Marketplace on the ServiceNow Store.

    Availability and Restrictions

    Note that availability of model providers and Now Assist features varies by region and environment. Customers with in-country SKUs, those in FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, self-hosted setups, or other restricted environments may face limitations. Some AI products and skills are unavailable in regulated markets. Customers should review relevant knowledge base articles for up-to-date information on availability and compliance.

    AI Limitations and Responsible Use

    As AI and machine learning technologies are rapidly evolving, the application may not always provide accurate or complete results. ServiceNow advises customers to thoroughly test and evaluate AI outputs for accuracy and appropriateness within their specific use cases. Human oversight is essential, especially in high-impact areas such as healthcare, finance, legal, employment, security, or infrastructure. Users must comply with ServiceNow’s AI Acceptable Use Policy.

    Data Processing and Privacy

    Data used by Now Assist AI agents is transferred from customer instances to centralized ServiceNow environments, which may include third-party cloud providers like Microsoft Azure. Data handling complies with ServiceNow’s internal policies and CORE Compliance Portal standards.

    Data Collection and Opt-Out Options

    ServiceNow collects inputs, outputs, and user edits from this application to improve its AI technologies and products. Customers have the option to opt out of future data collection at any time, ensuring control over their data usage.

    The ServiceNow® Now Assist AI agents are entities that mimic human-like intelligence by using large language models (LLMs). AI agents can perform tasks that range from simple automated responses to complex problem solving. By using AI agents, you can reduce the workloads of your live agents and help increase their productivity.

    Learn more about the concepts behind AI agents and how they can help fit your specific business needs.

    Get started

    Select a tile to get started with Now Assist AI agents.

    Looking for an AI agent?
    • There might be AI agents installed with the Now Assist application that are not used in agentic workflows. To learn how to see all agents that are available on your instance, see Find AI agents.
    • To find agents that might not be installed on your instance, visit the AI Agent Marketplace on the ServiceNow Store.
    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.

    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.

    For more information, see the Now Assist documentation.