Now Assist in Virtual Agent

  • Release version: Yokohama
  • Updated January 30, 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 large language models (LLMs) to provide a natural-language conversational experience that enhances self-service workflows within ServiceNow. It enables you to integrate generative AI skills into your Virtual Agent, improving interaction success and user satisfaction.

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    Key Features

    • Generative AI Skills: Integrate AI-driven conversational capabilities to create more intuitive and effective virtual agents.
    • Configuration and Activation: Easily activate Now Assist and configure AI skills to tailor the Virtual Agent experience to your organization's needs.
    • Requester Experience: Enhance the conversational experience for end users, enabling smoother and more natural self-service interactions.
    • Performance Monitoring: Analyze and monitor the performance of your Virtual Agent to ensure continuous improvement.
    • Support and Troubleshooting: Access resources including community forums, Known Error Portal, and Customer Service for assistance.

    Important Considerations

    • Availability of certain AI models and Now Assist features may vary by region, data center environment, and regulatory restrictions (e.g., FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers).
    • Not all features are available for customers with in-country SKUs or in regulated markets; check ServiceNow documentation for updates on availability.
    • Due to the evolving nature of AI, outputs may not always be accurate or complete. It is critical to conduct thorough testing, apply human oversight, and avoid sole reliance on AI-generated decisions, especially in sensitive domains like healthcare, finance, or security.
    • Use of Now Assist requires data transfer from your instance to centralized ServiceNow environments and possibly third-party cloud providers, handled under ServiceNow’s compliance policies.
    • ServiceNow collects input and output data from Now Assist to improve AI models but provides an opt-out option for future data collection.

    Next Steps for Customers

    • Begin by watching introductory materials to understand how to build Virtual Agents with Now Assist.
    • Activate and configure generative AI skills to customize your Virtual Agent’s conversational capabilities.
    • Monitor performance regularly to optimize user experiences and workflow success.
    • Review compliance and availability information to ensure Now Assist aligns with your organizational and regulatory requirements.
    • Engage with support channels and resources for troubleshooting and questions.

    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. 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.

    For more information, see the Now Assist documentation.