Now Assist for Collaborative Work Management (CWM)
Summarize
Summary of Now Assist for Collaborative Work Management (CWM)
Now Assist for Collaborative Work Management (CWM) leverages generative AI to enhance productivity within the CWM workspace by accelerating task completion and improving time to value. The application integrates AI-driven skills to assist users in managing collaborative work more efficiently.
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Key Features
- Generative AI Skills: Utilize AI capabilities such as Now LLM Service, long-term stable models, Azure OpenAI, Google Gemini, and Anthropic Claude on AWS to support various tasks within CWM.
- Configuration Options: Administrators can control AI model provider availability and skill-level preferences using the AI Control Tower and Now Assist Admin console, tailoring AI features to organizational needs.
- Licensing and Availability: Access to features varies by ServiceNow license tier. Certain AI models and Now Assist features are restricted in specific regions, regulated markets, or data center environments, such as FedRAMP or Australia IRAP-Protected environments.
Important Considerations
- AI Limitations: As AI predictions are based on data patterns, outputs may not always be accurate or appropriate. Customers are responsible for validating AI-generated content, especially for critical use cases in healthcare, finance, legal, and security sectors.
- Data Processing: Usage involves transferring customer data from individual ServiceNow instances to centralized environments, possibly across different data center regions or third-party cloud providers (e.g., Microsoft Azure), managed under ServiceNow’s internal compliance policies.
- Data Collection and Privacy: ServiceNow collects inputs, outputs, edits, task data, and chat transcripts to improve AI technologies. Customers can opt out of data collection at any time via the Now Assist Opt-Out options.
Practical Implications for ServiceNow Customers
By implementing Now Assist for CWM, customers can expect improved efficiency in collaborative work through AI-enhanced task management. However, it is crucial to configure AI settings appropriately, understand licensing limitations, and maintain human oversight of AI outputs to ensure accuracy and compliance with organizational policies and regulations.
The Now Assist for CWM application uses generative AI skills to improve time to value for the tasks you perform in the CWM workspace.
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- 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.
You can use Now LLM Service, Now LLM Long Term Stable models (LTS), Azure OpenAI, Google Gemini or Anthropic Claude on AWS as the AI model provider for all Now Assist skills and AI agents. Use the Configuration Controls in AI Control Tower to define which options are available, then set the skill-level preferences in the Now Assist Admin console. For more information, see Large language models on the ServiceNow AI Platform®.
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. In addition, this application will collect task data (for Case Assist) and chat transcripts (for Chat Assist). 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.