--- sourceDocument: zurich Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/delta-xanadu-zurich Release : - zurich ft:locale : - en-US ft:publication_title : - zurich Combined Product Files ft:clusterId : - delta3zx bundleId : - delta3zx --- # Combined Now Assist AI agents release notes for upgrades from Xanadu to Zurich # Combined Now Assist AI agents release notes for upgrades from Xanadu to Zurich {#ariaid-title1} Release version: Zurich Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 9 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) 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 Combined Now Assist AI agents release notes for upgrades from Xanadu to Zurich This consolidated release notes document assists ServiceNow customers in preparing for upgrading Now Assist AI agents from the Xanadu release family through Yokohama to Zurich. It summarizes new features, changes, deprecations, activation instructions, requirements, and other important considerations relevant to Now Assist AI agents across these versions. Show full answer Show less ## Key Features Introduced from Xanadu to Zurich * **Access Control Lists (ACLs) for AI Agents and Agentic Workflows:** Configure who can discover and trigger AI agents and workflows securely via guided setups in AI Agent Studio. Control public or authenticated user access and define agent behavior as dynamic or AI user. * **Creation and Management of AI Agents and Agentic Workflows:** Build AI agents to automate discrete tasks using tools like catalog items, conversational topics, flow actions, Now Assist skills, scripting, and web search. Define agentic workflows as execution plans to solve complex tasks, with options to clone existing use cases, create triggers, and test before execution. * **AI Guardian:** Enable automatic detection and blocking of offensive messages sent by human agents, enhancing communication safety. * **Multiple Conversations Support:** Allow live agents to handle multiple AI agent conversations simultaneously within the Now Assist panel. * **AI Agent Analytics Dashboard:** Monitor performance, efficiency gains, and usage metrics of AI agents through preconfigured dashboards. * **Support for Multiple AI Model Providers:** Use models like Google Gemini, Anthropic Claude on AWS, Now LLM Service, and Azure OpenAI to power AI agents and workflows. * **Voice Input Accessibility:** Administrators can enable voice-to-text input in the Now Assist panel, improving accessibility for users with mobility impairments, visual impairments, neurodivergence, language barriers, and mobile users. * **Localization:** AI agents are built on the GPT-4o-based framework supporting multilingual capabilities according to the GPT-4o model. ## Important Upgrade and Activation Information * Before upgrading to Zurich, complete pre- and post-upgrade tasks as outlined to ensure a smooth transition. * Now Assist AI agents require activation by installing any Now Assist plugin available from the ServiceNow Store. * Enable the Next Experience UI Framework to use the Now Assist panel effectively. * Supported browsers include Google Chrome and Microsoft Edge; Internet Explorer is not supported. ## Changes, Removals, and Deprecations There are no reported updates, removals, or deprecations specifically for Now Assist AI agents in the Zurich release family. ## Additional Configuration and Security Highlights * Security with ACLs is mandatory for AI agents and agentic workflows to ensure authorized access and execution. * Role masking and additional role configurations have been introduced for executing workflows and AI agents securely. * Extensibility enhancements include a new condition builder and support for running AI agents and workflows in non-interactive modes. ## Practical Benefits for ServiceNow Customers * Automate complex and routine tasks with customizable AI agents and workflows, reducing manual efforts. * Securely manage user access and AI agent execution to maintain compliance and governance. * Improve agent productivity with multiple concurrent AI conversations and enhanced analytics for continuous performance improvement. * Enhance user accessibility and inclusivity with voice input and multilingual support. * Leverage multiple AI model providers to tailor AI capabilities to organizational needs. Consolidated page of all release notes for Now Assist AI agents from Xanadu to Zurich. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Now Assist AI agents release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Xanadu to Zurich. Tip: If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Tokyo, the row says "No updates for this release." ## Important information for upgrading Now Assist AI agents to Zurich Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-nowassistaiagents-summary__entry__2} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## New features Between your current release family and Zurich, new features were introduced for Now Assist AI agents. {#dfrn3-nowassistaiagents-summary__entry__10} | Release | Release notes | |-|-| | Xanadu | **[Xanadu Patch 10](https://www.servicenow.com/docs/access?context=xanadu-patch-10&family=xanadu&ft:locale=en-US)** [Configure ACLs for AI agents and agentic workflows](https://www.servicenow.com/docs/access?context=aia-security-implementation&family=xanadu&ft:locale=en-US) : Configure the access control lists (ACLs) for who can discover and trigger AI agents and agentic workflows in their guided setups in the AI Agent Studio. You can determine whether an AI agent or agentic workflow behaves as a dynamic user or as an AI user. You can also specify if an AI agent or agentic workflow can be available to only authenticated users or publicly available. **Xanadu EA** [Create an AI agent](https://www.servicenow.com/docs/access?context=configure-next-best-action-agent&family=xanadu&ft:locale=en-US) : Create AI agents accomplish discrete tasks to use in a use case: * Create AI agents to gather data, make decisions, and complete tasks that would otherwise need to be done by a human. * Add one of the following tools or information sources for the AI agent to execute: * Catalog item * Conversational topic * Flow action * Now Assist skill * Record operation * Script * Search retrieval * Subflow * Web search [Create an agentic workflow](https://www.servicenow.com/docs/access?context=configure-use-case-ai-agents&family=xanadu&ft:locale=en-US) : Create a use case with an execution plan to solve complex tasks with Now Assist. You can also do the following tasks: * Clone an existing use case to avoid manual configuration. * Create triggers when creating a use case that calls the AI agent when a condition or objective is observed. * Test a use case before execution. * Resolve record-based cases with AI agents. [Enable AI Guardian in AI agents](https://www.servicenow.com/docs/access?context=enable-aia-na-guardian&family=xanadu&ft:locale=en-US) : Enable AI Guardian in AI agents to automatically identify and block offensive messages that are sent by human agents. [Multiple conversations in Now Assist AI agents](https://www.servicenow.com/docs/access?context=multiple-conversations-aia&family=xanadu&ft:locale=en-US) : Enable live agents to interact with multiple AI agent conversations through the Now Assist panel. [AI Agent Analytics dashboard](https://www.servicenow.com/docs/access?context=ai-agent-dashboard&family=xanadu&ft:locale=en-US) : Analyze the performance, efficiency gain, and usage of AI agents through preconfigured dashboards. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Changes Between your current release family and Zurich, some changes were made to existing Now Assist AI agents features. {#dfrn3-nowassistaiagents-summary__entry__18} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Removed Between your current release family and Zurich, some Now Assist AI agents features or functionality were removed. {#dfrn3-nowassistaiagents-summary__entry__26} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Deprecations Between your current release family and Zurich, some Now Assist AI agents features or functionality were deprecated. {#dfrn3-nowassistaiagents-summary__entry__34} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Activation information Review information on how to activate Now Assist AI agents. {#dfrn3-nowassistaiagents-summary__entry__42} | Release | Release notes | |-|-| | Xanadu | Now Assist in AI agents is available with activation of any Now Assist plugin from the ServiceNow Store. For more information about the prerequisites for using Now Assist, see [Install Now Assist AI agents](https://www.servicenow.com/docs/access?context=install-ai-agents-plugins&family=xanadu&ft:locale=en-US). | | Yokohama | Activation information : Now Assist in AI agents is available with activation of any Now Assist plugin from the ServiceNow Store. For more information about the prerequisites for using Now Assist, see [Install Now Assist AI agents](https://www.servicenow.com/docs/access?context=install-ai-agents-plugins&family=yokohama&ft:locale=en-US). Important: Now Assist AI agents are available in ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Zurich | No updates for this release. | [ ] ## Additional requirements If any additional requirements were introduced or changed for Now Assist AI agents we have noted them here. {#dfrn3-nowassistaiagents-summary__entry__50} | Release | Release notes | |-|-| | Xanadu | You must first install the supported Now Assist version of ServiceNow to be able to use the Now Assist AI agents. For more information, see [Install Now Assist AI agents](https://www.servicenow.com/docs/access?context=install-ai-agents-plugins&family=xanadu&ft:locale=en-US). Enable the Next Experience UI Framework before you can use the Now Assist panel. | | Yokohama | Additional requirements : You must first install the supported Now Assist version of ServiceNow to be able to use the Now Assist AI agents. For more information, see [Install Now Assist AI agents](https://www.servicenow.com/docs/access?context=install-ai-agents-plugins&family=yokohama&ft:locale=en-US). Enable the Next Experience UI Framework before you can use the Now Assist panel. | | Zurich | No updates for this release. | [ ] ## Browser requirements If any specific browser requirements were introduced or changed for Now Assist AI agents we have noted them here. {#dfrn3-nowassistaiagents-summary__entry__58} | Release | Release notes | |-|-| | Xanadu | Now Assist AI agents supports various browsers, including Google Chrome and Microsoft Edge. Now Assist AI agents isn't supported in Internet Explorer. | | Yokohama | Browser requirements : Now Assist AI agents supports various browsers, including Google Chrome and Microsoft Edge. Now Assist AI agents isn't supported in Internet Explorer. | | Zurich | No updates for this release. | [ ] ## Accessibility information Review details on accessibility information for Now Assist AI agents, such as specific requirements or compliance levels. {#dfrn3-nowassistaiagents-summary__entry__66} | Release | Release notes | |-|-| | Xanadu | [Voice Input for Now Assist AI agents](https://www.servicenow.com/docs/access?context=now-assist-panel-overview&family=xanadu&ft:locale=en-US) : Administrators can enable an optional voice input setting for the Now Assist panel in the AI Admin Hub console. This feature gives users a voice-to-text input option to access the Now Assist skills in the panel in any supported language. For more information, see [Enable voice input for Now Assist panel](https://www.servicenow.com/docs/access?context=enable-voice-input-for-now-assist-panel&family=xanadu&ft:locale=en-US). : Once enabled, the Enable voice input for the Now Assist panel option will be available in individual user accessibility preferences. See [Configure Next Experience accessibility preferences](https://www.servicenow.com/docs/access?context=next-experience-accessibility-preferences&family=xanadu&ft:locale=en-US) for more information. : Voice-to-text input can help users with mobility impairments access generative AI skills without using a keyboard. This feature can also be useful to blind or low-vision users, neurodivergent users, non-native language speakers, or mobile users on the go, such as field service agents. | | Yokohama | Accessibility information : [Voice Input for Now Assist AI agents](https://www.servicenow.com/docs/access?context=now-assist-panel-overview&family=yokohama&ft:locale=en-US) : Administrators can enable an optional voice input setting for the Now Assist panel in the AI Admin Hub console. This feature gives users a voice-to-text input option to access the Now Assist skills in the panel in any supported language. For more information, see [Enable voice input for Now Assist panel](https://www.servicenow.com/docs/access?context=enable-voice-input-for-now-assist-panel&family=yokohama&ft:locale=en-US). : Once enabled, the Enable voice input for the Now Assist panel option is available in individual user accessibility preferences. See [Configure Next Experience accessibility preferences](https://www.servicenow.com/docs/access?context=next-experience-accessibility-preferences&family=yokohama&ft:locale=en-US) for more information. : Voice-to-text input can help users with mobility impairments access generative AI skills without using a keyboard. This feature can also be useful to blind or low-vision users, neurodivergent users, non-native language speakers, or mobile users on the go, such as field service agents. | | Zurich | No updates for this release. | [ ] ## Localization information If there are specific localization considerations for Now Assist AI agents we have noted them here. {#dfrn3-nowassistaiagents-summary__entry__74} | Release | Release notes | |-|-| | Xanadu | Now Assist AI agents is built on the GPT-4o-based framework and supports localization as per the GPT-4o model. | | Yokohama | Localization information : Now Assist AI agents is built on the GPT-4o-based framework and supports localization according to the GPT-4o model. | | Zurich | No updates for this release. | [ ] ## Highlight information If there are specific highlight considerations for Now Assist AI agents we have noted them here. {#dfrn3-nowassistaiagents-summary__entry__82} | Release | Release notes | |-|-| | Xanadu | [Xanadu Patch 10](https://www.servicenow.com/docs/access?context=xanadu-patch-10&family=xanadu&ft:locale=en-US) * Create ACLs for AI agents and agentic workflows to customize who can discover and trigger AI agents and agentic workflows. * Add secure methods for AI agent and agentic workflow operations and apply appropriate ACLs to ensure that they can only be accessed and run by authorized users. * Security implementation with access control lists (ACLs) for agentic workflows and AI agents is mandatory. Xanadu EA * Define agentic workflows with an execution plan to achieve various tasks. * Use the Now Assist panel to communicate with the agent during an issue resolution. * Clone existing AI agents and use cases to save time and avoid manual configuration. * Enable AI Guardian to automatically identify and block offensive messages. * View the usage and performance of your AI agents with the AI agent analytics dashboard. * Enable multiple conversations for AI agents on the Now Assist panel. See [Now Assist AI agents](https://www.servicenow.com/docs/access?context=na-ai-agents&family=xanadu&ft:locale=en-US) for more information. For the Platform Now Assist release notes, see [Now Assist release notes](https://www.servicenow.com/docs/access?context=now-assist-rn&family=xanadu&ft:locale=en-US). | | Yokohama | [Yokohama Patch 11](https://www.servicenow.com/docs/access?context=yokohama-patch-11&family=yokohama&ft:locale=en-US) * Review changes to Now Assist usage measurement. * Execute agentic workflows, AI agents, and tools in AI Agent Studio with role masking. * Additional role configuration is required for agentic workflows and AI agents included with Now Assist applications. * Run and review agentic workflow executions on forms in the Core UI and workspaces. * Framework extensibility with a new condition builder. * Support multilingual conversations. [Yokohama Patch 6](https://www.servicenow.com/docs/access?context=yokohama-patch-6&family=yokohama&ft:locale=en-US) * Create and maintain versions of LLM instructions for AI agents and agentic workflows to help organize and iterate on prompts and test their effectiveness. * Follow updated guided setup steps for agentic workflows and AI agents with additional guidance for successful instructions sent to the LLM. * Duplicate existing script, record operations, and search retrieval tools to reduce the work needed to create unique AI agents. * Monitor new analytics in the AI Agents Analytics dashboard to track valuable insights in customer satisfaction with AI interactions. * Use Google Gemini and Anthropic Claude on AWS as AI model providers for Now Assist skills and AI agents in addition to Now LLM Service and Azure OpenAI. * View the agentic workflow and AI agent activity on your AI Agent Studio. * Map the right agents for agentic workflow execution with Dynamic orchestrator in Virtual Agent for better performance and accuracy. * Create different types of AI agents. * Custom output transformation strategies for an AI agent. * Execute AI agents and agentic workflows from workspace or Core UI. * Run AI agents and agentic workflows in a non-interactive execution mode. [Yokohama Patch 3](https://www.servicenow.com/docs/access?context=yokohama-patch-3&family=yokohama&ft:locale=en-US) * Use cases in Now Assist AI agents are now called agentic workflows. * Choose either Azure OpenAI or Now LLM Service as your preferred large language model (LLM) for AI agents and agentic workflows in the AI Agent Studio settings. * Use Virtual Agent for AI agent interactions. * Execute agentic evaluation runs to evaluate agentic workflows based on execution log data to compare against benchmarks and monitor performance. * Improve the quality of LLM responses by passing information between tools. * Hide citations for an agentic workflow or AI agent. * Transactions done by an AI agent for an agentic workflow are recorded in the name of the AI agent. * Enable AI agents to store and retrieve memories with categories. * Use Knowledge graph and File retrieval as tools in creating an AI agent. [Yokohama Patch 1](https://www.servicenow.com/docs/access?context=yokohama-patch-1&family=yokohama&ft:locale=en-US) * Define agentic workflows with an execution plan for automatically resolving the incoming cases and incidents. * Use the Now Assist panel to communicate with the agent during issue resolution. * Clone existing AI agents and agentic workflows to save time and avoid manual configuration. * Enable AI Guardian to automatically identify and block offensive messages. * View the usage and performance of your AI agents with the AI agent analytics dashboard. * Enable multiple conversations for AI agents on the Now Assist panel. See [Now Assist AI agents](https://www.servicenow.com/docs/access?context=na-ai-agents&family=yokohama&ft:locale=en-US) for more information. For the Platform Now Assist release notes, see [Now Assist release notes](https://www.servicenow.com/docs/access?context=now-assist-rn&family=yokohama&ft:locale=en-US). | | Zurich | No updates for this release. | [ ]