Come September 29th, you will have access* to our new suite of Now Assist products, powered by generative AI.

*pending licensing restrictions

For those unfamiliar, Now Assist is the label given to experiences powered by generative AI at ServiceNow. It empowers your agents/customers to get help, solve problems, and answer questions through a variety of new features documented below.

All the features documented require your instance to be on Vancouver Patch 2+.

Products

Each product listed below is installed via a particular plugin from the ServiceNow store. Each product contains a range of experiences pertaining to the persona it is targeting. Your ability to access particular products and experiences may vary due to licensing requirements. Please refer to your account representative for more information.

Additional information on the experiences can be found in the following section.

Now Assist for Creator

Supercharge your development on the Now Platform by installing Now Assist for Creator! This product contains a number of new experiences designed to help your developers build exciting and useful experiences on our platforms including:

• Now Assist recommendations for Flow Designer
• Now Assist for code

Now Assist for ITSM

Designed to empower your ITSM agents by expediting particular processes related to resolving incidents, and for end users seeking information on your service portals. Contains the following experiences:

• Chat summarization
• Incident summarization
• Resolution note generation
• Now Assist for search

Now Assist for HRSD

Created for use by agents working to resolve HR cases, this product will enhance your agents ability to mark cases as "closed", fast. End users also receive benefits through the inclusion of Now Assist for Search. Contains the following experiences:

• Chat summarization
• Case summarization
• Resolution note generation
• Now Assist for search

Now Assist for CSM

Contains a range of experiences centered on the experience for CSM agents and users alike. Contains the following experiences:

• Chat summarization
• Case summarization
• Resolution note generation
• Now Assist for search

Experience definitions

The experiences listed below are individual capabilities that are powered by generative AI. As a note, you may not be entitled to use all

Now Assist recommendations for Flow Designer

Provides common next steps based on the trigger and previous actions

Now Assist for code

Provides two capabilities:

Text to code

Code completion

Chat summarization

Summarizes troubleshooting done by Virtual or Live Agents, making it helpful for agents looking to pickup where Virtual Agent left off.

Case/Incident summarization

Summarize case or incident records either from the Now Assist panel or within the record view itself.

Resolution note generation

Generate resolution notes by reviewing the contents of the case to expedite resolution times and helping agents adhere to best practices.

Now Assist for search

Provide answers, not results by using Now Assist to generate likely actions to resolve a user's asks within a search bar.

Tools

The tools listed below are all foundational components that are included within all Now Assist products.

Now Assist Admin

The Now Assist Admin console is you home for all things Now Assist. You can come here to configure your products, features, and skills, as well as find information relating to product usage.

Now Assist panel

The Now Assist panel is the interface in which your agents can interact with Now Assist throughout your instance.

Generative AI Controller

The Generative AI Controller is the foundational element that connects the Now Platform to Large Language Models (LLMs). It underpins all Now Assist products, but you can also use the controller to connect to third-party LLMs such as OpenAI and Azure OpenAI to create your own custom use cases.

For more detailed and/or specific information on any of the above, please refer to the product documentation.