Now Assist - Generative AI in ServiceNow
Generative AI (Gen AI) is a type of AI that can generate new content based on the input it receives. It can be used to generate text, images, and even code.
ServiceNow bundles its Gen AI offering as "Now Assist". Now Assist can be installed as part of one of 4 plugins:
- Now Assist for Customer Service Management (CSM)
- Now Assist for Field Service Management (FSM)
- Now Assist for ITSM
- Now Assist for Creator
In addition to the Now Assist plugins, Now Assist can also augment certain existing features.
Overview video by ServiceNow (opens in a new tab)
Now Assist for ITSM
Now Assist Panel
A personal AI assistant that can help generate and summarize content to streamline how tasks are completed.
What is the generative controller?
What is Now LLM?
Now Assist Skills
Now assist seminar notes
- Natural conversations
- Unified entry point
- Simplified admin experience
Plugins
Now Assist for Customer Service Management (CSM)
Now Assist for Customer Service Management (CSM) incorporates generative AI capabilities to streamline customer service processes by summarizing case notes, chat transcripts and generating resolution notes, while also improving the self-service experience for end users by helping them find answers to their questions. (Product brief)
- Now Assist in AI Search (Concise answers to searches)
- Chat summarization (Summarize chat interactions)
- Case summarization (Summarize a case)
- Now assist panel (Interact with the summaries)
- Now assist admin console (Manage the different features)