Now Assist in Virtual Agent

  • Release version: Xanadu
  • Updated April 21, 2025
  • 3 minutes to read
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    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Now Assist in Virtual Agent

    Now Assist in Virtual Agent leverages generative AI and large language models (LLMs) to create natural-language conversational experiences within Virtual Agent. This enhances self-service workflows by improving interaction success and user satisfaction. It enables organizations to integrate advanced AI-driven conversational skills into their Virtual Agent deployments.

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    Key Features

    • Generative AI Skills: Incorporate AI capabilities to handle conversational queries more naturally and effectively.
    • Configuration and Activation: Easily activate and configure generative AI skills within Virtual Agent to customize the conversational experience.
    • Requester Experience: Provides an improved, user-friendly conversational interface for requesters.
    • Performance Monitoring: Tools to analyze and monitor the effectiveness of AI interactions for continual improvement.
    • Data Handling and Privacy: Data from customer instances is transferred securely to centralized environments and may involve third-party cloud providers, adhering to ServiceNow’s policies.

    Important Considerations

    • Availability of AI models and features varies by region, data center type, and regulatory environment. Some features are restricted or unavailable in certain regions or environments such as FedRAMP, NSC DOD IL5, Australia IRAP-Protected, and regulated markets.
    • Customers should consult the Now Support Knowledge Base for updates on model provider availability and feature access.
    • AI-generated outputs may not always be accurate or appropriate; customers must test, evaluate, and apply human oversight, especially for high-impact use cases like healthcare, finance, legal, and security.
    • Use of the application must comply with ServiceNow’s AI Acceptable Use Policy.
    • ServiceNow collects input, output, and user edits to improve AI technologies but provides an opt-out option for data collection.

    Getting Help and Support

    • Access the Virtual Agent community forum for peer and expert discussions.
    • Search the Known Error Portal for troubleshooting guidance.
    • Contact Customer Service and Support for direct assistance.

    Use generative AI skills in your conversational experiences. Now Assist in Virtual Agent uses large language models (LLMs) to create a natural-language conversational experience that can improve the success of your self-service workflows.

    Get started

    For an introduction to building a Virtual Agent with Now Assist, watch this video.

    Important:
    • 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.

    Troubleshoot and get help

    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. Further, 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.

    For more information, see the Now Assist documentation.