Now Assist for Employee Experience

  • Release version: Xanadu
  • Updated March 25, 2025
  • 3 minutes to read
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    Summary of Now Assist for Employee Experience

    Now Assist for Employee Experience is an application designed to provide employees with seamless conversational interactions through Virtual Agent using Now Assist. It leverages artificial intelligence (AI) and machine learning to enhance employee experience by enabling natural language interactions within the ServiceNow platform.

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    Important Considerations and Availability

    • Not all AI model providers or Now Assist features are available to customers in certain regions or with specific data center environments, such as in-country SKUs, FedRAMP, NSC DOD IL5, Australia IRAP-Protected, or self-hosted environments.
    • Some AI capabilities are restricted in regulated markets and may vary by region.
    • Customers should regularly check for updates on feature availability in future ServiceNow releases.

    AI Limitations and Responsible Use

    The application uses evolving AI and machine learning technologies which may not always produce fully accurate or appropriate responses. It is critical for customers to:

    • Conduct thorough testing and evaluation of the application’s outputs for accuracy and appropriateness.
    • Employ human oversight when using AI-generated content, especially in high-stakes areas like healthcare, finance, legal, employment, security, or infrastructure.
    • Avoid relying solely on AI outputs for decision-making.
    • Adhere to ServiceNow’s AI Acceptable Use Policy, which may be updated over time.

    Data Processing and Privacy

    Using Now Assist involves transferring data from customer instances to a centralized ServiceNow environment, which may be hosted in different regions or on third-party cloud providers such as Microsoft Azure.

    All data handling complies with ServiceNow’s internal policies and compliance standards, which are accessible via the CORE Compliance Portal.

    Data Collection and Customer Control

    • ServiceNow collects data inputs, outputs, and modifications made through the application to improve AI models and technologies.
    • Customers have the option to opt out of future data collection at any time through the Now Assist Opt-Out process.

    Support and Resources

    • ServiceNow Community on AI and Intelligence provides peer support and discussions.
    • The Known Error Portal contains articles to help troubleshoot common issues.
    • Customer Service and Support are available for direct assistance.

    This information helps ServiceNow customers understand how to configure, use, and manage Now Assist for Employee Experience effectively while being mindful of AI capabilities, data privacy, and compliance requirements.

    Use the Now Assist for Employee Experience application so that your employees can have a seamless conversational interaction with Now Assist in Virtual Agent.

    Get started

    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