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ServiceNow Now Assist

Picture of Sebastian Leinhos
Sebastian Leinhos

Managing Director

For companies with high service volumes, ServiceNow Now Assist reduces processing times., makes knowledge more quickly available and relieves teams in their daily work. The article shows how the solution works within the Now Platform and what added value it creates for IT, support, and business units.

  • Last update: 07/23/2026
  • Called 51 times.
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Table of Content
ServiceNow Now Assist – Key Takeaways

ServiceNow Now Assist integrates generative AI into the Now Platform, assisting employees with summaries, answers, knowledge content, and other recurring tasks.

Automated ticket summaries, solution guidance, and response drafts shorten processing times and relieve service and support teams.

Modular GenAI skills bring AI capabilities to numerous ServiceNow products, including IT Service Management, Customer Service Management, and HR Service Delivery.

Now Assist provides generative capabilities within individual workflows, while Otto understands requests and coordinates multi-step tasks as a personal assistant.

What is ServiceNow Now Assist?

ServiceNow Now Assist is the Now Platform's native GenAI solution. It brings generative AI directly into existing ServiceNow workflows and supports employees, service agents, developers, and administrators with clearly defined tasks.

Sebastian Leinhos

The solution draws on the platform’s existing business context. This includes workflows, knowledge content, roles, permissions, process data, and connected systems. This results in answers and content that are aligned with the company’s actual business processes.

From a technical standpoint, Now Assist works with, among other things, the Now LLMs developed for service and business processes. Through the ServiceNow AI Platform, companies can integrate additionally selected external AI models. The functions available depend on the ServiceNow product used and the GenAI skills enabled.

To this end, Now Assist provides a range of modular GenAI skills that handle individual tasks within a workflow. They can summarize content, generate text, prepare recommendations, or assist employees in processing a task. To that end, Now Assist offers skills for 43 ServiceNow products, including ready-to-use and customizable features for incident summaries or sentiment analysis.

From Now Assist to ServiceNow Otto

With the Australia 2026 release, ServiceNow has reorganized its AI experience and ServiceNow Introduces Otto. The intelligent, personal assistant supports employees, customers, and support teams in their day-to-day work, understands natural language, and handles tasks across multiple systems.

Otto takes the user's individual context into account. Role, department, location, authorizations, and past interactions help him classify requests and select the appropriate processes. Communication takes place via chat in Virtual Agent or by voice, and can be resumed across different devices.

  • Now Assist as a Generative AI Layer: Within individual ServiceNow products and workflows, the solution generates summaries, text, recommendations, and other AI-powered content.
  • ServiceNow Otto as a personal assistant: Otto utilizes these functions and connects them with conversational AI, enterprise-wide search, and Moveworks technologies.

The real difference becomes apparent during execution. Otto understands the overarching goal of a request, checks the necessary information, and then coordinates the required steps. This advancement shifts the focus significantly to Toward Agentic AI.

AI agents can verify data, initiate approvals, and manage complex, multi-step processes through the Workflow Automation execute. Now Assist provides the generative capabilities for this, while Otto turns it into a personal and continuous AI experience on the Now Platform.

The main features of ServiceNow AI

ServiceNow AI brings generative AI, automation, and AI agents directly into existing workflows. Now Assist handles clearly defined tasks, while Otto and AI agents are increasingly coordinating entire process chains.

 

Automatically Group Incidents in IT Service Management

In IT Service Management (ITSMNow Assist primarily reduces manual documentation effort. The AI analyzes long ticket histories, chat logs, and previous processing steps. and summarizes the most important information concisely.

This facilitates handovers between teams and speeds up the resolution time for complex incidents. When closing a ticket, Now Assist can also provide resolution suggestions or closing notes for the Incident Management create.

Successful solutions can then be integrated into the Knowledge Management transfer. This way, the knowledge base grows with every solved case and is available again for similar requests in self-service or the service desk.

Generate responses in customer service management

The ServiceNow platform also supports recurring communication tasks in customer service management. Now Assist analyzes incoming emails, cases, and chat histories and create suitable draft responses from it.

Additionally, moods, urgency, and the previous course of the conversation can be incorporated into the response. The quality depends heavily on the available data and knowledge content A well-maintained knowledge base ensures that Now Assist can access reliable information and suggest more accurate solutions.

Supporting employees with AI agents

For employees, interaction often begins in Employee Center or via the Virtual Agent. There they can Ask questions in natural language, start requests or retrieve information from various ServiceNow products.

AI agents are increasingly understanding the actual goal of a request. For example, they can check policies, request missing information, or process a transaction. Service Request Management Prepare (SRM).

This reduces the number Manual steps in self-service. Employees do not need to know the responsible department or the correct form, as the agent will route the request to the appropriate process.

Develop and administer ServiceNow products faster

Now Assist also supports developers, implementers, and system administrators. Text input can be used to create code suggestions, scripts, configurations, or initial drafts for automated workflows. Especially in app development and Workflow Automation Does it shorten the time between idea and implementation?.

For example, flow generation can derive suitable process steps from a naturally formulated description. Special GenAI skills provide these AI functions for different products and tasks Ready.

Agentic AI: From Response to Autonomous Execution

Agentic AI expands previous capabilities with autonomous execution. multi-step tasks. An AI agent creates a proposal and can initiate the next steps directly within predefined rules.

This includes, among other things:

  • Check data: The agent retrieves necessary information from connected systems and evaluates the existing context.

  • Prepare decisions: Permissions, policies, and conditions are considered before execution.

  • Initiate workflows Approvals, tickets, or service requests can be automatically initiated and forwarded.

  • Close processes AI agents can coordinate multiple work steps and track progress to completion.

With this, ServiceNow supports the IT transformation from simple automations to intelligent, self-controlling processes. AI agents take over operational tasks and create room for strategic IT development.

 

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How Now Assist Works Within ServiceNow Workflows

Many companies face the challenge of not only implementing AI but also using it meaningfully. into existing processes to integrate. ServiceNow Now Assist solves this by embedding generative AI directly into the Now Platform to support workflows at defined points.

The process follows a clear pattern:
Trigger workflow A request, an incident, a technical event, or a user action initiates the respective process.

Merge context: Now Assist considers roles, permissions, work item data, knowledge content, and linked systems. This ensures that execution is based on the actual company context.

Applying GenAI Skills: The skill configured for this process step processes the information and provides the required result. Which skills are used depends on the ServiceNow product and the specific configuration.

Continue process: The result flows directly back into workflow automation. Subsequently, an approval can follow, a team can take over, or an AI agent can execute the next defined step.

For sensitive operations, approval and release steps can be integrated. This allows people to maintain control over critical decisions, while Now Assist uses generative AI with existing process rules and responsibilities connect.

What are the benefits of ServiceNow Now Assist?

ServiceNow Now Assist reduces manual work and accelerates recurring processes. The greatest business value arises where employees handle large amounts of tasks, texts, and process data daily.

The most important advantages include:

  • Higher efficiency Shorter lead times and less manual work relieve service and development teams.
  • More productivity: Employees receive information, drafts, and recommendations for action directly within the respective workflow.
  • Consistent Service Quality Standardized responses and documentation reduce differences between individual processors.
  • Faster Time to Value Pre-built skills and AI-powered development accelerate the introduction of new solutions.
  • Higher efficiency Shorter cycle times and less manual work free up resources in service and development teams for more complex tasks.

Best Practices for Implementing ServiceNow Now Assist

The success of Now Assist depends primarily on one reliable data basis and a clearly defined entry pointg ab. Two measures are therefore particularly important.

1. Prioritize data quality and permissions

Problem: Outdated knowledge articles, conflicting content, or incorrectly set access rights lead to inaccurate answers and can expose sensitive data.

Solution: Before go-live, the knowledge base in the Knowledge Management cleaned and clearly structured. At the same time, roles and permissions must ensure that Now Assist only accesses data that has been made available to the respective user. A system administrator is required for the implementation of Now Assist, plugin activation, and the configuration of GenAI skills.

2. Start with a clear use case

Problem: An overly broad rollout increases complexity, coordination effort, and error risks. The concrete added value often remains difficult to measure.

Solution: Companies best start with a frequently used, clearly defined process – for example, ticket summarization in Incident Management or standardized requests in the Service Request Management. Only after stable pilot operation and measurable results will there be a gradual expansion to further teams and ServiceNow products.

Frequently asked questions and answers

What tasks do AI agents handle in ServiceNow?

AI Agents in ServiceNow multi-stage tasks, check data and trigger relevant workflows automatically. In critical decisions, AI agents hand over the process to human experts, thus maintaining control within the process.

As a technical foundation, the Now Platform connects ServiceNow AI with data, roles, permissions, and existing business processes. This integration creates a common Foundation for the entire ServiceNow ecosystem and drives AI capabilities on a common data and process basis.

Now Assist offers modular GenAI skills for various ServiceNow products and tasks. This includes summaries, draft responses, closing notes, conversational search, and code generation, with many features available out of the box and customizable for your own processes.

For Now Assist, a Pro-Plus or Enterprise-Plus license required. The introduction includes activating the required plugins, configuring the skills, and adapting to data, permissions, and processes; depending on the scope, setup can take several weeks to months.

ServiceNow does not publish fixed list prices for this. Companies must request an individual offer from sales or a ServiceNow partner and should consider possible additional costs for the Plus license early on.

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