Exploring Now Assist
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Summary of Exploring Now Assist
Now Assist integrates generative AI capabilities into the ServiceNow AI Platform, enhancing organizational productivity and efficiency. It enables better self-service, actionable recommendations, and improved search experiences across various workflows. Now Assist is a suite of AI-powered features, or skills, tailored to specific business needs, powered by large language models (LLMs).
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Now Assist Framework and Products
The Now Assist framework is available across the ServiceNow AI Platform and includes products aligned to key workflows and business areas:
- Technology Workflow: Covers IT services, operations, security, and related areas with products like IT Service Management, IT Operations Management, Security Incident Response, and Configuration Management Database.
- Customer Workflow: Supports customer service sectors including Customer Service Management, Field Service Management, Financial Services Operations, and Telecommunications.
- Employee Workflow: Focuses on HR Service Delivery, Employee Experience, Legal, Health and Safety, and Workplace Service Delivery.
- Creator Workflow: Supports platform tools such as App Engine Studio, AI Platform scripting, and RPA Hub, enabling AI enhancements in custom development.
- Finance & Supply Chain Workflow: Addresses operations like Accounts Payable, Supplier Lifecycle, and Sourcing and Procurement.
- App Engine Workflow: Focuses on extending AI capabilities within custom App Engine applications.
Administrators activate Now Assist products and manage AI skills through the Now Assist Admin console. Users access AI features via the Now Assist panel, AI Search, mobile applications, and Virtual Agent conversational experiences.
Key Features and Tools
- Now Assist Admin Console: Enables installation, configuration, skill management, user access control, and usage monitoring.
- Now Assist Panel: Provides users with easy access to generative AI skills in context.
- Now Assist in AI Search: Uses Now LLM to deliver AI-generated, actionable summaries in search results.
- Now Assist for Mobile: Extends generative AI capabilities to mobile environments.
- Virtual Agent Integration: Supports conversational AI experiences with LLM topic discovery and authoring.
- Generative AI Controller: Enables administrators and developers to customize workflows and integrate third-party LLMs in custom flows and conversations.
- Analytics and Monitoring: Provides insights into usage and performance of generative AI features to optimize adoption and effectiveness.
Benefits for ServiceNow Customers
- Enhanced User Experience: Faster, more accurate search results with AI-generated summaries improve user productivity.
- Tailored AI Features: Skills targeted to specific workflows help deliver relevant AI assistance across IT, customer service, HR, finance, and custom applications.
- Administrative Control: Flexible skill activation and user access management ensure governance and appropriate usage.
- Comprehensive Monitoring: Usage analytics support ongoing optimization and transparency of AI adoption.
- Mobile and Conversational Support: Extends AI capabilities to mobile users and conversational agents, enhancing accessibility and engagement.
- Customization and Integration: Support for third-party LLMs and developer tools allows organizations to tailor AI capabilities to unique business needs.
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 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.
| 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 and Employee Experience features. | |
| Creator | The Creator workflow supports a variety of Platform tools and builders, including the following:
|
Now Assist for Creator |
| Finance & Supply Chain | The Finance & Supply Chain workflow supports purchase requisitions, sourcing requests, and request for products or services. | |
| App Engine | The App Engine workflow supports App Engine products and offerings so that you can enhance your custom applications with AI. | Now Assist for App Engine |
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 Now Assist in Virtual Agent 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.
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 generative AI features and capabilities offered under Now Assist. | Now Assist Analytics | 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 |