Generative AI is reshaping how enterprises work – and Now Assist is ServiceNow’s built-in GenAI offering, embedded directly into the Now Platform. It blends domain-specific models, workflow automation, AI search, content generation, and more to help teams across ITSM, HR, CSM, and developer/creator roles.
Below is a detailed look at what it is, what it does, how it helps different functions, and technical and governance considerations.
What Is ServiceNow’s Now Assist?
Now Assist is ServiceNow’s Generative AI solution built directly into the Now Platform. It goes beyond traditional automation by combining ServiceNow’s workflows, data, and AI capabilities with large language models (LLMs) to help employees, agents, and developers work faster and smarter.
Key Features of Now Assist
Now Assist comes packed with powerful capabilities designed to improve efficiency and reduce manual effort across teams. Below are the four key capabilities that showcase its power – and remember, these are just the beginning.
- Built on the ServiceNow AI Platform: The generative AI capabilities are deeply integrated with workflows, data, and toolsets within the Now Platform.
- Domain-specific models and support for third-party models: ServiceNow has its own large language models (Now LLM) trained/tuned on its workflow data. It also supports integration with models like Microsoft Copilot, Azure OpenAI, IBM WatsonX, OpenAI, Google Gemini, etc.
- GenAI skills: It includes summarization, conversational exchanges, content creation, code & flow generation, custom skills, and AI search
- Multilingual support: Users can query in their preferred languages; the system translates input to English, finds relevant knowledge, summarizes, and then translates back.
Key Capabilities of Now Assist
Generate Summaries
Now Assist can automatically generate concise, context-aware summaries of records such as incidents, cases, or HR tickets. Here’s what else it brings to the table:
- It scans work notes, comments, and conversations to produce an accurate, readable summary.
- Summaries can be refreshed as new updates are added.
- It’s ideal for shift handoffs, escalations, or quick triage.
In the following screenshot, Now Assist summarized an Incident based on Short Description and Work Notes.
Resolution Notes Generation
When an incident or case is resolved, documenting the resolution accurately is just as important as fixing the issue itself. However, writing detailed and consistent resolution notes can often be repetitive and time-consuming – especially in high-volume support environments.
That’s where Now Assist’s Resolution Notes Generation feature steps in. It uses Now LLM to understand the context of your ticket and automatically draft clear, structured resolution summaries that match your organization’s tone and standards based on the work notes.
Here are some features of the Resolution Notes Generation:
- Agents can review and edit drafts instantly, maintaining control.
- The tone and structure align with your organization’s standards.
- It ensures consistency across teams and eliminates repetitive writing.
Knowledge Article Generation
Creating and maintaining a strong knowledge base is a challenge for many organizations. Now Assist tackles these challenges by:
- Generating knowledge articles from resolved incidents or cases.
- Extracts root cause, resolution steps, and keywords directly from the ticket.
- Suggests a title, summary, and category.
- Converts recurring issues into reusable knowledge content with minimal human editing.
Script and Flow Generation for Creators
Now Assist isn’t limited to service teams – it also empowers ServiceNow developers and builders by allowing them to:
- Generate Business Rules, Script Includes, and Fix Scripts by describing the logic in natural language.
- Create Flow Designer flows directly from text-based instructions.
My Experience with Now Assist for Flow Designer
When working with Flow Designer, I had a chance to see this in action.
Currently, you can give a prompt directly in the description field while creating a new flow. Based on that, Now Assist intelligently creates the structure of your flow – including triggers, actions, and logical flow.
In my experience, the structure it generates is surprisingly close to the real use case. For example, if I prompt it to look up records from the incident table, it will indeed add a “Look Up Records” action. However, I still need to manually specify the table name and other configuration details afterward – even though it was mentioned in the prompt.
That said, this is a great starting point. It saves significant setup time and helps visualize the flow logic immediately.
If you’re using it, one important tip: Make your prompt as clear as if you were explaining it to a six-year-old. The simpler and more detailed your description, the more accurate the generated flow structure will be.
In short, it doesn’t do everything yet, but it gives you a solid framework to build upon quickly.And that’s not all. Now Assist continues to expand its capabilities – recommending next actions to explaining configurations – making the platform smarter with every release.
Security, Privacy, and Responsible AI
Now Assist ensures that its productivity gains are achieved without compromising trust, thanks to ServiceNow’s robust Responsible AI framework:
- Data Privacy: Your data stays within the ServiceNow instance; it is not shared or used to train public models.
- Governance: Every AI action is transparent and auditable.
- Security: Built on ServiceNow’s enterprise-grade platform with end-to-end encryption and compliance certifications (ISO, SOC, GDPR).
- Ethical AI: Follows strict fairness and accountability guidelines to avoid bias and hallucination.
This allows organizations to deploy AI confidently – without compromising compliance, data protection, or governance standards.
Why Now Assist Matters for the Future of Work
Now Assist transforms the Now Platform from a system of record into a system of intelligence. It reduces time spent on repetitive writing, searching, and documentation – enabling teams to focus on higher-value outcomes.
- For executives, it means faster decisions.
- For IT and HR teams, it means quicker resolutions.
- For developers, it means faster builds.
Final Thoughts
Now Assist is like having a smart, reliable teammate inside ServiceNow. It reads what’s happening, suggests the next step, and even helps you write or build things faster.
Whether you’re fixing IT issues, helping employees, serving customers, or developing new workflows, Now Assist is there to make your day smoother. It cuts down repetitive work, gives you quick insights, and lets you focus on what really matters: solving problems and creating value.
In short, it’s not just AI – it’s AI that truly understands your work. And that’s what makes Now Assist one of the most powerful additions to the ServiceNow platform.