Now Assist AI assets

  • Release version: Yokohama
  • Updated December 9, 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 AI assets

    Now Assist AI assets in the Yokohama release offer generative AI skills, AI agents, and AI agentic workflows to help automate tasks and improve efficiency on your ServiceNow instance. These components can function independently or together to support business objectives with minimal human intervention.

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    Key Features

    • Now Assist Skills: Predefined generative AI capabilities that perform tasks such as creating summaries and resolution notes to streamline workflows.
    • Now Assist Agentic Workflows: Structured sequences of tasks executed by one or more AI agents designed to complete business objectives efficiently. These workflows can be created and managed using AI Agent Studio.
    • Platform AI Agents: Software entities that perceive their environment, make decisions, and take actions to automate tasks, interact with users, or manage complex processes.

    Important Considerations

    • Some Now Assist skills, agents, and workflows are enabled by default to facilitate quick adoption.
    • Availability of AI models and features varies depending on customer location, regulatory environment, and data center. Restrictions apply for customers with in-country SKUs, those in FedRAMP, NSC DOD IL5, Australia IRAP-Protected environments, self-hosted instances, and regulated markets.
    • Check ServiceNow Knowledge Base articles for the latest information on model provider availability and feature access.

    AI Limitations and Responsibilities

    AI in Now Assist generates predictions based on data patterns but may not always produce accurate or appropriate results. Customers must:

    • Test and evaluate AI outputs for accuracy and suitability.
    • Maintain human oversight and avoid sole reliance on AI for critical decisions, especially in sensitive domains like healthcare, finance, legal, and security.
    • Comply with ServiceNow’s AI Acceptable Use Policy, which may be updated over time.

    Data Processing and Collection

    • Data from customer instances is transferred to a centralized ServiceNow environment, which may reside in different regions or on third-party cloud providers such as Microsoft Azure, and handled according to ServiceNow’s policies.
    • ServiceNow collects inputs, outputs, and edits from AI interactions to improve its technologies. Customers can opt out of this 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.

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    Important:
    Some Now Assist skills, agents, and agentic workflows are turned on by default. For more information, see Now Assist skills, agents, and agentic workflows on by default.

    For a list of AI assets that are turned on by default, see Now Assist skills, agents, and agentic workflows on by default.

    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.

    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.