Revolutionize Your ServiceNow Experience with Now Assist

Summary:
This article examines how ServiceNow Assist, powered by generative AI, can transform business operations by automating workflows, enhancing productivity, and improving both customer and employee experiences. From incident resolution to knowledge management, Now Assist streamlines key processes, empowering teams with proactive AI support.

The need for productivity-enhancing tools has never been more critical than today. Now Assist for ServiceNow is a game-changing application that leverages the power of generative AI to streamline workflows, accelerate productivity, and transform customer and employee experiences.

What is ServiceNow Now Assist?

ServiceNow Now Assist is an AI-powered tool designed to automate and enhance workflows within the ServiceNow platform. It helps streamline incident management, request fulfillment, and knowledge management processes. ServiceNow Assist integrates with the ServiceNow Virtual Agent, a chatbot that interacts with users to resolve issues. It improves productivity and efficiency, streamlining our operations.

ServiceNow Now Assist Key Features

1. Enhanced Search with AI: Now Assist utilizes AI-driven search capabilities to recommend actions, provide accurate answers, and enable users to find what they need more quickly.
2. Automated Incident Resolution: One of the standout features of Now Assist is its ability to automate incident resolution. By analyzing historical data, Now Assist can automatically identify and resolve incidents without human intervention. This reduces the workload on our Agents.
3. Proactive Assistance for Agents: Automate responses, handoffs, and follow-ups to minimize errors and improve the user experience.
4. Code Generation for Creators: Developers and low-code users can leverage Now Assist’s text-to-code functionality for rapid application development and maintenance.
5. Smart Recommendations and Knowledge Articles: Now Assist enhances the knowledge management process by recommending relevant articles and solutions to end-users and agents. This ensures that users are always provided with the best solutions without having to search through multiple documents.

How Does Now Assist Help Developers and Low-Code Users?

1. Code Assist: Generates code snippets for development tasks based on the description provided.
2. Flow Generation: Automatically creates/builds workflows by suggesting flows based on processes.
3. Catalog Item Generation: This feature generates catalog items with basic information, streamlining the creation process.
4. Data Visualization: Transforms data into relevant charts and scores based on user inputs.
5. Playbook Generation: Generates automated playbooks(step by step) to help teams handle specific tasks and scenarios.
6. Application Generation: Assists in creating applications within the platform using provided templates. Now, Assist also guides you in creating applications.

Now Assist Platform Features

1. AI Search: Helps users find relevant information, articles, and solutions efficiently.
2. Virtual Agent: A Chatbot that provides conversation between the requester and agents to provide solutions.

Now Assist Module Specific Features

1. Ticket Summarization: This feature summarizes tickets, helping agents save time and resolve issues efficiently.
2. Resolution Notes Generation: Generates resolution notes based on the provided solution, helping agents save time and utilize it for other priority tasks.
3. KB Article Generation: Generate Knowledge Articles by summarizing solutions to resolve common issues.
4. Chat Summarization: Summarize the chat interactions between the virtual agent and the requester to help the live agent gain a comprehensive understanding of the issue.

What Are the Benefits and Limitations of ServiceNow Now Assist?

ServiceNow Now Assist Benefits:

1. Increased Productivity: Automates routine tasks, reducing manual work and allowing agents to focus on other issues.
2. Improved Customer Service: Provides faster and more accurate responses.
3. Enhanced Efficiency: Streamlines incident and request management processes.
4. Personalized User Experience: Based on historic data, interactions can be improved, which improves relevance and satisfaction.

ServiceNow Now Assist Limitations:

1. Accuracy and Context: AI can misinterpret queries and provide inaccurate responses.
2. Limited Human-Like Interaction:  While AI can assist with basic tasks, it lacks the empathy and understanding that a human agent has.
3. Customization Constraints: Some customization might require additional scripting/ advanced configuration.
4. Security and Privacy Concerns: Handling sensitive data through AI models can raise security and compliance challenges within some industries
5. Dependence on User Engagement: Users must be trained to utilize AI features effectively.

Final Thoughts

ServiceNow Now Assist represents a leap forward in how businesses interact with the ServiceNow platform. By combining generative AI, automation, and intelligent recommendations, it enhances every part of the service lifecycle—from ticketing to development.

Whether you’re implementing ServiceNow for the first time or scaling your existing ecosystem, partnering with experts in ServiceNow Implementation Services can ensure you get the most out of Now Assist. With the right setup and guidance, you can unlock faster resolutions, smarter development, and exceptional service experiences.

Future-proof your business with a cloud-first, flexible ServiceNow platform—backed by Jade Global’s proven expertise. With over 12 years of hands-on experience delivering ServiceNow Professional Services, we help organizations streamline operations, automate processes, and create seamless experiences for both employees and customers. Our professional services are designed to help you scale with confidence and consistency in a digital-first world.