ServiceNow Now Assist Guide

Now Assist requires specific ServiceNow versions and licenses. Verify compatibility before planning.

Assess your data readiness: AI quality depends on the quality of your existing knowledge base and case data.

Define success metrics upfront: resolution time, deflection rate, user satisfaction.

Automatically summarize incident history, reducing time agents spend reading through long cases.

Configuration options: summary length, included fields, and trigger conditions.

Best for: complex cases with extensive history, escalations, and handoffs between teams.

Now Assist powers more natural virtual agent conversations. Users can ask questions in their own words.

Intent recognition improves significantly with GenAI, reducing 'I don't understand' responses.

Design conversations that gracefully fall back to human agents when needed.

Generate knowledge articles from resolved cases. AI drafts, humans review and publish.

Improve search with AI: users find relevant articles even with imprecise queries.

Keep knowledge current: AI can flag potentially outdated articles.

Code Assist helps ServiceNow developers write and debug code faster.

Integration with Studio provides context-aware suggestions.

Useful for flow designers, script includes, and business rules.

Configure AI behavior with guardrails: what it can and cannot do.

Implement review workflows for AI-generated content before publication.

Monitor AI usage and quality through ServiceNow's analytics.