ServiceNow Now Assist

ServiceNow Now Assist is a generative AI solution family built into the ServiceNow platform to help organizations automate work, improve employee and customer experiences, and increase productivity across enterprise workflows. ServiceNow launched the Now Assist family in 2023 with capabilities covering IT Service Management (ITSM), Customer Service Management (CSM), HR Service Delivery (HRSD), and Creator.

Now Assist is designed to bring generative AI directly into the workflows where employees, service agents, developers, and customers already work. Rather than functioning as a standalone chatbot, it uses ServiceNow’s workflow platform, enterprise data, knowledge bases, and business context to provide assistance and automate tasks.

Its capabilities include case, incident, and chat summarization, conversational self-service, AI-powered search, content generation, workflow generation, and code generation. ServiceNow has continued expanding the portfolio with AI agents, additional workflow-specific skills, multilingual capabilities, and governance features.

For IT teams, Now Assist can summarize incidents and resolution notes, helping service agents understand issues faster and reduce repetitive work. In Customer Service Management, it can summarize cases and conversations and assist agents with customer interactions. For HR teams, Now Assist can help employees find information and complete service requests through conversational experiences.

Now Assist also supports conversational self-service through Virtual Agent. Users can ask questions in natural language and receive answers based on relevant knowledge and service information. It can also connect conversations to workflows, allowing users to take actions rather than simply receive information.

For developers and administrators, Now Assist can generate workflow blueprints from natural-language descriptions and provide text-to-code capabilities. These features are intended to reduce development effort and help teams create and modify ServiceNow workflows more quickly.

A major part of Now Assist is its enterprise AI architecture. ServiceNow provides its own domain-specific Now LLM Service while also supporting selected third-party large language models. Current documentation identifies options including Microsoft Azure OpenAI, Anthropic Claude on AWS, and Google Gemini for various Now Assist applications.

Now Assist also supports AI agents that can perform tasks and interact with workflows. ServiceNow describes these agents as autonomous systems capable of gathering information, making decisions, and completing tasks toward a defined goal.

Security, governance, and responsible AI are important parts of the platform. Now Assist operates within the ServiceNow environment and can use ServiceNow’s governance and security controls. ServiceNow has also introduced AI governance capabilities and expanded guardrail support for third-party models.

Another advantage is its integration with collaboration and messaging channels. Now Assist supports channels including Microsoft Teams/Copilot and Slack, while other supported channels include WhatsApp, SMS/Twilio, and Amazon Connect for particular Virtual Agent capabilities.

The platform also has multilingual capabilities. Current ServiceNow documentation describes native and dynamic translation options, with support depending on the selected LLM provider and specific Now Assist application. Microsoft Azure OpenAI provides particularly broad language coverage.

Now Assist is therefore best suited to organizations that want generative AI embedded into enterprise service management, customer service, employee workflows, application development, and automation rather than a general-purpose consumer AI assistant.

Pricing

ServiceNow does not publish a single universal public price for Now Assist. The commercial model is based on the specific Now Assist products, licensing, usage, and organizational requirements.

ServiceNow’s documentation states that Now Assist consumption is measured by assists, with different skills and uses consuming different numbers of assists. Customers are directed to contact their ServiceNow account representative for licensing information.

ServiceNow introduced generative AI pricing packages when Now Assist launched, with premium SKUs across products such as ITSM, CSM, and HRSD.

Pricing Model

Contact for pricing / Usage-based

Pricing Note

ServiceNow does not provide a standard public price for Now Assist. Pricing depends on the selected Now Assist products, licensing arrangement, and usage. Consumption is measured through assists, with different AI skills and uses consuming different amounts. Customers should contact ServiceNow for a quote.

Review

ServiceNow Now Assist is a strong enterprise AI solution for organizations already using the ServiceNow platform. Its biggest advantage is its close connection to enterprise workflows, service management processes, knowledge bases, and business data.

The platform goes beyond basic conversational AI by providing workflow-specific capabilities such as incident summarization, case summarization, knowledge assistance, conversational self-service, workflow generation, and code generation. Its AI-agent capabilities also make it suitable for organizations looking to automate more complex tasks.

Another strength is its flexibility around AI models. Organizations can use ServiceNow’s Now LLM Service and, depending on the product and configuration, supported models from providers such as Microsoft, Anthropic, and Google.

The main drawback is pricing complexity. Now Assist is an enterprise product with licensing and usage considerations rather than a simple fixed-price AI subscription. Smaller businesses may also find that the platform is more valuable when they already have substantial ServiceNow workflows and applications in place.

Its multilingual capabilities and collaboration integrations further strengthen its suitability for large, distributed organizations. However, language availability can vary according to the application and model provider.

For enterprises seeking generative AI that is deeply integrated with IT, customer service, HR, development, and workflow automation, Now Assist is a comprehensive option.