Now Assist AI Agents release notes

  • Release version: Australia
  • Updated March 30, 2026
  • 7 minutes to read
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    Summary of Now Assist AI Agents Release Notes (Australia Release)

    The Now Assist AI Agents application from ServiceNow enables AI-driven solutions that perceive their environment, make decisions, and act proactively toward goals with minimal human intervention. The Australia release introduces significant enhancements to improve AI agent management, evaluation, and integration within the Now Assist ecosystem. These updates empower ServiceNow customers to deploy more reliable, efficient, and user-friendly AI agents that enhance automation and support capabilities.

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    Key Features

    • AI Agent Management Enhancements:
      • Add or remove AI agents/tools easily within built-in AI agents.
      • Runaway agent detection (Kill Switch) automatically disables agents that trigger repeatedly to prevent unintended request consumption.
      • Deny-by-default access control for new AI agent-related record types enhances security by restricting access unless explicitly allowed.
      • Support for migrating AI Agent Studio skills to the Mosaic platform facilitates smoother skill management.
    • Improved AI Agent Interactions:
      • Knowledge Graph tool now supports conversation history, allowing follow-up questions referencing recent interactions for richer user engagement.
      • Widgets added to display tool outputs enhance the AI-native mode experience.
      • AI voice agents can now be evaluated through automated scenario-based conversations with execution logs.
    • Testing and Validation:
      • AI-native playground enables testing of agentic solutions in AI-native mode (requires Off Glide Conversation Server plugin).
      • UI validation introduced for agentic AI processes and Now Assist skills to enforce required fields and improve data integrity.
      • Manual testing modes updated, including renaming and improved controls for agentic workflows and AI agents.
    • Platform and Model Updates:
      • Default large language model (LLM) upgraded to GPT-5.4 for Azure OpenAI integration, improving AI capabilities.
      • Support added for new third-party model providers such as Amazon Bedrock (claude-sonnet-4-6).
      • Enhanced platform agentic workflows with new admin configurations, filters, and scheduling options to better analyze tasks and generate work plans.
    • Accessibility and Localization:
      • Voice input option for Now Assist panel improves accessibility, enabling voice-to-text input for users with mobility impairments or those who prefer voice interaction.
      • Localization support provided via GPT-4o-based framework to accommodate diverse user languages.
    • Integration and Protocols:
      • Agent2Agent protocol enhancements facilitate creation and connection of external AI agents with improved security and configuration options.
      • Deprecated support for manual external agent integration encourages use of updated, streamlined methods.

    Activation and Requirements

    Now Assist AI Agents are available through activation of any Now Assist plugin from the ServiceNow Store. Customers must install the supported Now Assist version of the ServiceNow AI Platform and enable the Next Experience UI Framework before using the Now Assist panel. Supported browsers include Google Chrome and Microsoft Edge; Internet Explorer is not supported.

    Practical Benefits for ServiceNow Customers

    • Enhanced control and security: Deny-by-default ACLs and runaway agent detection prevent unintentional AI usage and enforce strict access controls.
    • Improved AI agent reliability and evaluation: Automated voice agent testing and detailed issue tracing with suggested optimizations help maintain agent quality.
    • Better user and developer experience: Conversation history in Knowledge Graph, AI-native testing playground, and rich UI widgets provide more intuitive interaction and development workflows.
    • Expanded AI capabilities: Upgraded AI models and integrations with new providers enable more powerful generative AI solutions within ServiceNow workflows.
    • Accessibility enhancements: Voice input support makes generative AI skills more accessible to diverse user groups, including those with disabilities.

    Related Applications

    • Now Assist Panel: Conversational interface for AI-powered customer issue resolution.
    • Generative AI Controller: Integration of third-party LLMs with workflows.
    • AI Search: Enhanced search engine for Service Portal, Now Mobile, and Virtual Agent.
    • Now Assist Skill Kit: Tools to create and publish custom AI skills and prompts for tailored generative AI capabilities.

    The ServiceNow® Now Assist AI Agents application provides solutions that can perceive the environment, decide, and proactively act to achieve specific goals without the need for constant human oversight. Now Assist AI Agents was enhanced and updated in the Australia release.

    Now Assist AI Agents highlights for the Australia release

    Australia Patch 3
    • Add or remove AI agents or tools from the built-in AI agents.
    • Detect and disable runaway AI agent triggers to prevent unintended Now Assist consumption.
    • Support conversation history for Knowledge Graph tool.
    • Enforce deny-by-default ACLs for new agentic ACL types.
    • Enable AI Agent Studio skill migration to Mosaic.
    Australia Patch 2
    • Enable UI validation for agentic AI processes and Now Assist skills.
    Australia Patch 1
    • Test an agentic solution in the playground in AI-native mode.
    • Add widgets for tool outputs to provide an improved experience in AI-native mode.
    • Run improved Platform agentic workflows, including Generate resolution plans, Generate my work plan, and Process images to tasks.
    • Get more insights into agentic AI asset performance with issue tracing and suggested optimizations from results pages.

    See Now Assist AI agents for more information.

    For the Platform Now Assist release notes, see Now Assist release notes.

    Important:
    Now Assist AI agents are available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

    New in the Australia release

    Australia Patch 3
    Add a Knowledge Graph to an AI agent
    The Knowledge Graph tool configuration in AI Agent Studio has a Conversation history toggle that is enabled by default. When enabled, the last 5 conversation turns from the active session are passed to the KG tool allowing users to ask follow-up questions that reference the previous results.
    Kill Switch in Now Assist AI Agents
    Runaway agent detection automatically disables an AI agent when the same record repeatedly triggers the same agent objective beyond a configured threshold, preventing unintended consumption of Now Assist requests.
    AI Agent Studio skills migration
    Auto-migrate all the AI Agent Studio skills from on-glide execution path to the off-glide execution path.
    Deny-by-default ACL configuration
    Enforce deny-by-default access control for AI agentic record types (gen_ai_agent, gen_ai_workflow, gen_ai_skill, Flow, flow_action) for newly activated ServiceNow instances. In previous releases, these types defaulted to allow access.
    Execute a run for an AI voice agentic asset
    Automated agentic evaluations are now available for voice agents. You can generate conversations based on scenarios that are described or input manually to generate execution logs for voice agents for evaluation.
    Australia Patch 1
    Create an AI agent
    The AI-native experience for an AI agent is available exclusively with the installation of the Off Glide Conversation Server plugin (com.glide.cs.offglide).
    Note:
    To use the AI agent in AI-native mode, make sure to test it so it works as expected.
    Test an agentic solution in AI Native mode
    Use the AI Native playground experience to test your agentic solutions.
    Note:
    The AI-native playground experience is exclusively accessible when the Off Glide Conversation Server plugin (com.glide.cs.offglide) is installed. If the plugin is not installed, you will continue to access the standard testing playground.
    Add tools and information to an AI agent
    Add widgets for tool outputs to provide an improved experience in AI-native mode.
    Note:
    The display output widget options are exclusively accessible when the Off Glide Conversation Server plugin (com.glide.cs.offglide) is installed. If the plugin is not installed, you will continue to access the standard add tool form.

    UI changes

    Australia Patch 3
    Create an external AI agent with the Agent2Agent protocol
    The name of the button on the agent selection pop-up in the Discover and activate section of the external agents guided setup has been renamed to Selected.
    Australia Patch 2
    Manually test the execution of an AI agent and Manually test the execution of an agentic workflow
    The AI Native radio button in the Choose a testing mode section on the AI agent and agentic workflow manual testing playgrounds has been renamed to Premium Chat.

    Changed in this release

    Australia Patch 3
    Set up Now Assist AI agents
    Use GPT-5.4 as the default model for the Orchestrator when Azure OpenAI is the selected LLM.
    Select the LLM for AI agents and agentic workflows
    The default third-party (3P) models have been upgraded to the latest versions - GPT 5.2 to GPT 5.4 to use Now Assist AI Agents.
    The new generative AI Config property records sys_generative_ai_config and sys_generative_ai_prompt_config have been introduced for the following model providers:
    • Amazon Bedrock: claude-sonnet-4-6
    • Azure OpenAI: gpt 5.4
    Platform agentic workflows

    The following platform agentic workflows had updates to their admin configurations and behavior in user-generated sessions.

    • Analyze task trends: Admin configurations for additional filters such as category and service have been added.
    • Generate my work plan: Additional reasoning information for the generated work plan is now displayed after the plan is created.
    • Identify ways to improve services: Admin configurations for additional filters such as category and service have been added.
    Australia Patch 2
    Enable UI validation for agentic AI processes and Now Assist skills
    The glide.ai_record_activity.validation.feature.enabled system property enables UI rule validation (such as required fields) for AI‑initiated record updates. You can selectively apply this validation based on execution context using additional system properties. For example, glide.ai_record_activity.ai_detection.nap.enabled applies validation to record updates triggered from the Now Assist panel. Similar properties control validation for AI skills, Virtual Agent, and agent‑initiated actions, as listed in the Reference for Now Assist AI agents. This feature is opt‑in and inactive by default.
    Create an external AI agent with the Agent2Agent protocol
    The agent to agent flow actions no longer inject an Authorization: Bearer header automatically. If your endpoint requires a Bearer token, include the prefix directly in the API Key credential value.
    Australia Patch 1
    Create an external AI agent with the Agent2Agent protocol
    Use the A2A Protocol integration for creating external agents in the AI Agent Studio to connect with the ServiceNow AI Platform.
    Updates to platform agentic workflows
    Several platform agentic workflows have seen updates to how they work and what configurations are available for AI admins. Analyze task trends and Identify ways to improve service now have post-analysis actions, including the option to download analysis and ask additional information. Generate my work plan can run as a scheduled job.
    Agentic evaluation offer issue tracing and suggested optimizations
    After an automated evaluation of an agentic AI asset, you can receive a list of issues and suggested optimizations to address those issues. Issues come with individual record node-by-node traces to pinpoint the exact source of problems. Optimizations are suggested, and you can apply them and run a reevaluation from a single guided flow.

    Deprecated features

    Australia Patch 1
    • The support for manually integrating external agents has been deprecated from Australia Patch 1 release.

    Activation information

    Now Assist AI agents are available with activation of any Now Assist plugin from the ServiceNow Store. For more information about the prerequisites for using Now Assist AI agents, see Install Now Assist AI agents.

    Additional requirements

    You must first install the supported Now Assist version of the ServiceNow AI Platform to be able to use Now Assist AI agents. For more information, see Install Now Assist AI agents.

    Next Experience UI Framework must be enabled before you can use the Now Assist panel.

    Browser requirements

    Now Assist AI agents support various browsers, including Google Chrome and Microsoft Edge. Now Assist AI agents aren't supported in Internet Explorer.

    Accessibility information

    Voice Input for Now Assist AI agents
    Administrators can enable an optional voice input setting for the Now Assist panel in the Now Assist Admin console. This feature gives users a voice-to-text input option to access the Now Assist skills in the panel in any supported language. For more information, see Enable voice input for Now Assist panel.
    After enabled, the Enable voice input for the Now Assist panel option is available in individual user accessibility preferences. See Configure Next Experience accessibility preferences for more information.
    Voice-to-text input can help users with mobility impairments access generative AI skills without using a keyboard. This feature can also be useful to blind or low-vision users, neurodivergent users, non-native language speakers, or mobile users on the go, such as field service agents.

    Localization information

    The Now Assist AI agents application is built on the GPT-4o-based framework and supports localization according to the GPT-4o model.

    Related ServiceNow applications and features

    Now Assist panel

    With the ServiceNow®Now Assist panel, you can get assistance from generative AI experiences to solve customer issues faster. Use this conversational interface to summarize a chat, case, or incident, get help, or generate resolution notes so that you can get the context of this information more quickly.

    Generative AI Controller
    The ServiceNow® Generative AI Controller lets you integrate third-party LLM (large language models) with your workflows.
    AI Search
    The ServiceNow® AI Search application provides a consumer-grade search engine for Service Portal, Now Mobile, and Virtual Agent. Intelligent query features help you quickly find the answers you need.
    Now Assist Skill Kit
    Use the ServiceNow® Now Assist Skill Kit to create and publish custom prompts and skills for Now Assist. Creating custom skills and prompts enables you to have greater flexibility with Now Assist generative AI capabilities.