Now Assist AI agents

  • Release version: Zurich
  • Updated July 31, 2025
  • 3 minutes to read
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    Summary of Now Assist AI agents

    The ServiceNow® Now Assist AI agents utilize large language models (LLMs) to simulate human-like intelligence, enabling them to handle tasks ranging from basic automated responses to advanced problem-solving. Implementing AI agents can help alleviate the workload of live agents, thus enhancing their productivity.

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    Key Features

    • Agentic AI Experience: Configure the AI experience through AI Agent Studio.
    • Custom AI Agents: Create personalized AI agents using multi-agent reasoning frameworks.
    • Agentic Workflows: Develop workflows with structured instructions and triggers.
    • Agent Discovery: Access installed AI agents or explore the AI Agent Marketplace for additional options.

    Key Outcomes

    By leveraging Now Assist AI agents, ServiceNow customers can expect improved efficiency in handling inquiries, reduced operational load on live agents, and tailored solutions that meet specific business needs. However, customers must be mindful of AI limitations, ensuring human oversight and testing for accuracy, especially in critical areas such as healthcare and finance.

    Additionally, customers should be aware of data processing requirements and the possibility of data transfer to different regions or third-party providers, as well as the implications of data collection on future enhancements of ServiceNow technologies.

    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. Furthermore, 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.