Now Assist
Summarize
Summary of Now Assist Release version: Zurich
ServiceNow® Now Assist leverages generative AI to boost user productivity and efficiency through conversational and proactive experiences. It integrates with the ServiceNow AI Platform to provide configurable generative AI features and skills tailored to various business workflows. This release includes updates to the Now LLM Service models and introduces the Generative AI Controller for customizing AI experiences.
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Now Assist Products and Workflows
Now Assist supports multiple business workflows, each with specific products designed to enhance functionality in targeted areas:
- Technology: Covers IT services, operations, security, asset management, risk management, and strategic portfolio management with products like Now Assist for ITSM, IRM, and SAM.
- Customer: Supports customer service sectors including field service, financial services, telecommunications, and public services with products such as Now Assist for CSM and FSM.
- Employee: Focuses on HR service delivery and employee experience with products like Now Assist for HRSD and Workplace Service Delivery.
- Creator: Enhances platform tools and builders including App Engine Studio and RPA Hub.
- Finance & Supply Chain: Addresses procurement and supplier lifecycle management with products like Now Assist for APO and SLO.
- App Engine: Supports AI enhancements for custom applications.
- Vault: Offers data pattern generation, encryption access monitoring, and sensitive data discovery.
- Other: Includes additional plugins such as Now Assist for Zero Copy Connector.
Activation of relevant Now Assist products enables corresponding AI skills within these workflows.
Availability and Restrictions
Some Now Assist features and model providers are limited or unavailable for customers in specific regions, regulated markets, or environments such as FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, and self-hosted instances. Customers should consult the ServiceNow Knowledge Base for up-to-date availability information.
AI Limitations and Responsible Use
Now Assist’s AI capabilities are based on machine learning and may not always provide accurate or complete results. Customers are responsible for validating AI outputs, especially in critical domains like healthcare, finance, legal, and security. Human oversight is strongly recommended, and users must comply with ServiceNow’s AI Acceptable Use Policy.
Data Processing and Collection
Using Now Assist involves transferring data from customer instances to centralized ServiceNow environments, which may reside in different data center regions or third-party clouds such as Microsoft Azure. Data handling complies with ServiceNow’s internal policies and the CORE Compliance Portal standards.
ServiceNow collects inputs, outputs, and user edits from Now Assist interactions to improve AI models and products. Customers have the option to opt out of data collection at any time.
ServiceNow® Now Assist uses generative AI that is designed to enhance user productivity and efficiency through conversation and proactive experiences.
See https://www.servicenow.com/community/now-assist-articles/now-assist-quick-start-guide/ta-p/2685044 to read about the foundation of generative AI at ServiceNow.
Get started
- 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.
Now Assist products and skills
| 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. |
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| Customer | The Customer workflow includes applications that support customer service, including field service, financial services, telecommunications and media, and the public service sector. |
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| 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 |
| Vault | The Vault workflow supports generating custom data patterns from text descriptions to streamline your workload, checking role access for an encrypted column to monitor your instance’s encryption access posture, and scheduling Data Discovery jobs to detect sensitive data. | Now Assist for Vault |
| Other | The Other workflow accommodates additional plugins and skills that don't fit into any other workflow. | Now Assist for Zero Copy Connector |
For a complete list of Now Assist skills and their workflows, see Now Assist skills.
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.