Now Assist for Mobile

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Now Assist for Mobile

    Now Assist for Mobile is a ServiceNow® platform feature designed to enhance case management by summarizing case information, generating resolution notes, and providing other AI-driven assistance. It leverages generative AI to streamline case workflows and improve efficiency for ServiceNow users.

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    Key Features

    • Generative AI Skills: Provides AI capabilities such as summarizing case data and creating resolution notes to support faster case handling.
    • Requester Conversational Experience: Enables interactive communication with requesters via a conversational interface to gather information and update cases.
    • Configuration and Activation: Customers can activate and configure Now Assist for Mobile to fit their specific use cases and organizational needs.
    • Regional Availability: Some features of Now Assist for Mobile are currently available only in select regions, with ongoing updates expected in future releases.

    Important Considerations

    • AI Limitations: As an AI-driven tool, Now Assist for Mobile may not always provide fully accurate or complete outputs. Customers must validate AI-generated content and apply human oversight, especially in high-stakes environments like healthcare, finance, or security.
    • Data Processing: Data from customer instances is transferred to centralized ServiceNow environments, which may reside in different regions or third-party cloud providers such as Microsoft Azure. This data handling adheres to ServiceNow’s internal policies and compliance standards.
    • Data Collection and Privacy: ServiceNow collects inputs, outputs, and edits from Now Assist usage to improve AI models and services. Customers can opt out of data collection at any time as outlined in the Now Assist documentation.

    Support and Resources

    • Access troubleshooting and support via the ServiceNow Community on AI and Intelligence.
    • Consult the Known Error Portal for related issues and resolutions.
    • Contact ServiceNow Customer Service and Support for direct assistance.

    Use ServiceNow® Now Assist for Mobile platform to summarize case information, generate case resolution notes, and more.

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    Important:
    Some Now Assist products/features are currently available only for customers in some regions. 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. In addition, this application will collect task data (for Case Assist) and chat transcripts (for Chat Assist). 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.