--- sourceDocument: Yokohama Enable AI sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/intelligent-experiences Release : - yokohama ft:locale : - en-US ft:publication_title : - Yokohama Enable AI ft:clusterId : - platai bundleId : - platai workflow : - Platform --- # Conversational Help # Now Assist Conversational Help {#ariaid-title1} Release version: Yokohama Updated July 31, 2025 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI 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 Conversational Help Now Assist Conversational Help leverages Generative AI capabilities to provide precise answers directly within the Now Assist panel, simplifying access to product documentation and support content. This skill is enabled by default and automatically available to users with the appropriate roles, requiring no additional subscription. It appears as theGet Helpoption in the Now Assist panel and can be disabled via the AI Admin Hub Settings if needed. Show full answer Show less ## How It Works The skill processes user queries through a multi-step AI-powered pipeline to deliver the most relevant answers: * **AI Search:** Queries are sent to a central ServiceNow instance where AI Search scans synchronized knowledge content replicated from Now Support instances across global regions (US East/West, EMEA, APJC). * **Re-ranking:** The Now Assist Q\&A feature re-ranks search results to enhance answer relevance. * **Cache Lookup:** If a query matches cached content, the stored answer is returned instantly. * **LLM Response:** Uncached queries are processed by the Now LLM service, which retrieves the most relevant information from the ServiceNow documentation portal, presenting it within the Now Assist panel. Importantly, results are filtered by the release version of the user's current instance to ensure answers reflect the latest product updates. ## Practical Benefits for ServiceNow Customers * Immediate access to accurate, contextual help without leaving the ServiceNow interface. * Automatic availability based on user roles with no extra licensing or setup. * Customizable skill availability in the Now Assist panel in collaboration with integration teams. * Consistent, up-to-date information tailored to the user's specific ServiceNow release version. ## Using the Feature Users can either select the **Get Help** skill from the Now Assist panel or enter queries directly into the panel. The system then intelligently identifies and uses the most appropriate skill to answer the question. This skill uses Generative AI application capabilities to provide answers to the questions on the Now Assist panel. Important: This Now Assist skill is turned on by default. The skill will be automatically available to appropriate role users for the application. For more information, see [Now Assist skills, agents, and agentic workflows on by default](https://servicenow-prod.fluidtopics.net/VZzMi7hgvQqeKtwjRWWqjg "Starting with the Zurich Patch 4 release, some Now Assist skills, agents, and agentic workflows are turned on by default."). The Now Assist Conversational Help skill displays as Get Help on the Now Assist panel. Note: The Get Help feature is available as a part of Now Assist entitlements and no new subscription is required. The feature is enabled by default and you can turn it off in the AI Admin Hub Settings. The ServiceNow Now LLM Service (Large Language Model) is the default model provider for this Now Assist skill to retrieve precise answers to the users' questions. You can ask your question in two ways: * Select Get Help skill and submit a query to use the help option in the Now Assist panel. * Submit your query directly in the Now Assist panel. It will perform discovery and find the most appropriate skill among the listed, based on the keywords you entered. This discovered skill is used to retrieve answers for your queries. Note: The available skills displayed in the Now Assist panel can be customized in consultation with the integration teams. {#conversational-help-skills__ul_s2j_gd2_yfc} ## How Conversational Help works {#conversational-help-skills__section_dt1_h22_yfc} Your query goes through the following steps to retrieve the best response. 1. AI searchThe query is be sent to a **central ServiceNow instance** , where **AI Search** will search the knowledge table that stores content from product doc content. We use Instance Data Replication (IDR) that synchronizes product documentation content from Now Support instances. Note: Multiple central ServiceNow instances are deployed across three regions: US East or US West, EMEA, and APJC. 2. The top matching chunks (or records) along with the user's query, are sent to the Now Assist Q\&A Genius Result configuration to generate a meaningful, contextual answer. 3. Re-rankingThe Now Assist Q\&A, an out of box (OOB) capability, re-ranks the retrieved chunks to ensure better relevance. 4. Cache lookup * If the user query exists in the cache, the pre-stored answer is returned. * If the query is not cached, the query and re-ranked chunks are sent to Now LLM to generate a meaningful answer. {#conversational-help-skills__ol_ml1_333_yfc} {#conversational-help-skills__ol_dmm_d33_yfc}The Now LLM retrieves the most relevant result from portal and displays it in the same panel. Note: Effective from this release, the query will retrieve results based exclusively on the release version of the user's current instance. This enhancement is integrated into the query process to ensure the delivery of precise results that reflect the latest updates and features. For more information, see [Fetch end points in Now Assist Conversational Help skills](https://servicenow-prod.fluidtopics.net/M1oQ5xkGUkdclohHRfwcWA "The Now Assist Conversational Help skills architecture solves latency by fetching answers hosted at the nearest location, which is best suited to the user.").