Now Assist AI assets
Summarize
Summary of Now Assist AI assets
Now Assist AI assets in ServiceNow provide generative AI skills, AI agents, and agentic workflows designed to enhance efficiency and outcomes on your instance. These AI components can be used individually or combined to automate tasks and improve productivity. The ServiceNow AI Platform offers three licensing tiers to match your organization's AI adoption needs:
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- Foundation: Basic AI capabilities for delivering insights.
- Advanced: Expanded AI features to boost productivity across relevant use cases.
- Prime: Full autonomous AI capabilities with access to all AI assets and tools to create custom AI solutions.
Key Features
- Now Assist skills: Predefined generative AI capabilities that automate tasks such as creating summaries and resolution notes.
- Now Assist agentic workflows: Structured sequences of tasks executed by AI agents with minimal human intervention to achieve specific business objectives, configured and managed via AI Agent Studio.
- Platform AI agents: Software entities that perceive their environment, make decisions, and act autonomously to automate tasks, interact with users, or manage complex processes.
Important Considerations
- Some Now Assist skills, agents, and workflows are enabled by default; customers should review which AI assets are active in their instance.
- Availability of AI models and features may vary based on geographic location, data center region, licensing, and regulatory environment. Certain features are restricted or unavailable in regions such as FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, self-hosted environments, and regulated markets.
- Customers must monitor ServiceNow’s support articles and release notes for updates on model provider availability and feature accessibility.
AI Limitations and Responsible Use
The AI technologies used in Now Assist are rapidly evolving and generate outputs based on data patterns that may not always be accurate, complete, or appropriate. Customers are responsible for thoroughly testing AI outputs, applying human oversight, and avoiding sole reliance on AI-generated results—especially in critical domains like healthcare, finance, legal, employment, security, and infrastructure. Compliance with ServiceNow’s AI Acceptable Use Policy is required.
Data Processing and Privacy
Data used by Now Assist AI assets is transferred from customer instances to centralized ServiceNow environments and potentially third-party cloud providers (e.g., Microsoft Azure). This data is handled according to ServiceNow’s internal policies and compliance standards. ServiceNow collects inputs, outputs, and edits from AI interactions to improve their AI technologies but provides customers the option to opt out of data collection at any time.
The Now Assist AI experience includes generative AI skills, AI agents, and AI agentic workflows. These components work alone or in combination to help achieve efficiencies and results on your instance.
- Foundation: AI basics to deliver insights
- Advanced: AI to boost productivity across relevant use cases
- Prime: Act autonomously with all AI assets, and create your own
Get started
For a list of AI assets that are turned on by default, see Now Assist skills, agents, and agentic workflows on by default.
- 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.
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. Furthermore, 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.