Exploring Now Assist for Order Management

  • Release version: Zurich
  • Updated November 11, 2025
  • 2 minutes to read
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    Summary of Exploring Now Assist for Order Management

    Now Assist for Order Management leverages generative AI to provide real-time summarization of complex orders involving multiple products, services, and fulfillment tasks. This capability helps ServiceNow customers accelerate decision-making, improve accuracy, and enhance customer responsiveness by delivering a consolidated view of orders.

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    The application empowers agents to improve customer experience through clear communication, timely updates, and smooth handoffs. It also supports better tracking of order changes, validation of details, and coordination across suppliers and partners. Additionally, it enables proactive risk monitoring for tasks at risk of missing deadlines and facilitates prioritization and task assignment based on urgency and skill set.

    Key Features

    • Order Agent: Allows agents to quickly check order status and resolve issues without navigating multiple tabs or line items, streamlining workflow.
    • Fulfillment Agent: Provides visibility into fulfillment progress, early risk detection, and enables proactive intervention to avoid delays.
    • Manage Order Operations Application: Enables B2B customers to autonomously submit order cases in natural language or via voice calls directly from the Business Portal using AI agents.
    • Manage Invoice Operations Application: Supports autonomous submission of invoice dispute cases by B2B customers through natural language or voice. It also includes an agentic workflow for finance agents to validate and resolve disputes using guided AI assistance within the Now Assist panel.

    Practical Implementation Steps

    • Enable the manage order operations AI agent on the Business Portal to allow customer self-service for order submissions.
    • Configure scripted extension points to customize order and invoice dispute intake and validation workflows.
    • Activate the invoice dispute assist workflow in the Now Assist panel to enhance agent efficiency in dispute resolution.

    Benefits for ServiceNow Customers

    • Improved customer satisfaction through faster, clearer communication and seamless order handling.
    • Reduced errors and enhanced transparency with consolidated, AI-driven order summaries and tracking.
    • Efficient resource allocation by assigning tasks based on priority and skills.
    • Empowered B2B customers with conversational and voice-enabled self-service options for order and invoice management.

    With the Now Assist for Order Management application, you can use generative AI to summarize complex orders involving multiple products, services, and fulfillment tasks for faster, more accurate decision-making and improved customer responsiveness.

    Now Assist for Order Management overview

    AI summarization of orders provides a real-time, consolidated view of complex orders spanning multiple products, services, and fulfillment tasks. It empowers agents to:

    • Enhance the customer experience with timely updates, clear communication, and seamless handoffs that lead to better satisfaction.
    • Track changes and validate details to maintain consistency and transparency.
    • Minimize errors and improve communication across suppliers and partners.
    • Monitor tasks that are at risk of missing deadlines and take corrective action early.
    • Assign tasks to appropriate resources based on priority and skill.
    • Make rapid prioritization decisions to avoid delays.

    Now Assist for Order Management skills

    The Now Assist for Order Management application includes the generative AI skill that enables:

    1. Order agent: Quickly check order status, identify issues, and resolve them without navigating to multiple tabs or line items.
    2. Fulfillment agent: Gain visibility into the fulfillment progress, spot risks early, and intervene proactively.

    Generative and agentic AI applications for enabling customer self-service

    The Now Assist for Order Management includes the following applications that enable business-to-business (B2B) customers to submit order and invoice cases autonomously in simple conversational format from the Business Portal.

    Manage Order Operations
    The Manage Order Operations application (com.sn_ord_ops_aias) includes the following AI agents:
    • Manage order operations AI agent: Enables B2B customers to submit order cases autonomously from the Business Portal using natural language.
    • Order exception AI voice agent: Enables B2B customers to submit order cases using voice calls.
    Get started by performing the following tasks:
    Manage Invoice Operations
    The Manage Invoice Operations application (com.sn_inv_ops_aias) includes the following AI agents and agentic workflow:
    • Invoice dispute intake assistant AI agent: Enables B2B customers to submit invoice dispute cases autonomously from the Business Portal using natural language.
    • Invoice dispute AI voice agent: Enables customers to submit invoice dispute cases using voice calls.
    • Invoice dispute assist agentic workflow: Enables finance agents to validate and resolve invoice disputes using a guided experience from the Now Assist panel in the CSM/FSM Configurable Workspace. Internally, it uses the invoice dispute support assistant AI agent to validate invoice information, trigger API calls to check quantity discrepancies and provide resolutions.
    Get started by performing the following tasks: