Now Assist - An Overview ServiceNow's Spin on GenAI

See how Now Assist (Basically ChatGPT embedded into ServiceNow) can help you impress your boss!

Let’s face it: Generative AI has become the “must-have” feature of the year. Every app seems to have some version of it, from drafting emails to writing code. ServiceNow’s answer to this trend is Now Assist—an AI assistant that promises to enhance productivity, tailor suggestions, and stay always in context within the platform.

If you’ve used ChatGPT or similar tools before, Now Assist might not leave you jaw-dropped. Yes, ServiceNow is developing its own large language model (LLM) (so no, it’s not running on OpenAI’s backend), but the experience is quite similar to other generative AI features we’ve seen—just tailored for the ServiceNow ecosystem.

But is it innovation, or just another checkbox for the AI buzzword? Let’s dive in.

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Here’s what we’ve got for you today:

What Is Now Assist?
Who’s It For? (PLUS Real Use Cases)
The Good Stuff
The Bad Stuff
Our Take on It All

What Exactly Is Now Assist?

Now Assist is ServiceNow’s built-in AI co-pilot, designed to be your go-to assistant for everything from writing scripts to resolving incidents. It lives discreetly in the Now Assist panel if you’re in a Workspace, and also tucked into the Connect Experience Banner (in platform banner at the top), always ready to help. Whether you’re a developer, an agent, an admin, or even a customer, it’s there to lend a hand—if you know how to ask.

*See the Now Assist panel from the Banner.*

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But what makes it unique?

1/ It’s pre-built and ready to use—no complicated setup required.

2/ It uses on-screen context to tailor its suggestions, making it feel like it’s “in the room” with you.

3/ It’s powered by ServiceNow’s proprietary LLM, keeping your data secure and optimized for the platform.

The big promise: With Now Assist, you’re not just using AI; you’re using AI that gets ServiceNow.

Who Is It For? (And How Does It Work?)

1/ For Developers:

Think of it as a colleague who knows ServiceNow scripting inside out.

• Example: Need help writing a tricky script for a flow? Now Assist offers suggestions based on your current screen and context, saving you from hours of trial and error (or asking chatGPT 😅).

*see the Now Assist icon directly in the script box.*

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2/ For Agents

Ever felt overwhelmed digging through knowledge bases while handling customer inquiries?

• Example: You’re chatting with a customer about a broken laptop. Now Assist instantly pulls up the most relevant KB article, letting you provide answers in seconds.

*see the ability to summarize a chat directly via the chat window.*

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*see the summary within context of the Agent workspace*

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3/ For Admins:

Admins often have to juggle multiple tasks—configurations, security, CMDB upkeep. Now Assist helps lighten that load.

• Example: While reviewing asset records, Now Assist flags incomplete fields and even suggests updates to improve CMDB accuracy.

4/ For Customers:

Even end-users benefit from Now Assist. Imagine smarter self-service portals that anticipate questions and deliver answers before they’re fully typed.

• Example: A user struggling to reset their password gets an auto-generated step-by-step guide—no support ticket needed.

The Good Stuff…

There’s a lot to like about Now Assist:

1. Plug-and-Play: Minimal setup makes it easy to hit the ground running. The “Skills*” are just plugins to install and activate. You don’t need to “train” the model, as its already installed pre-trained. It will start summarizing and working from day 1.

*Skills refer to the capabilities that Now Assist has. For example, “resolution note generation” is a feature of Now Assist and a specific Skill that can be enabled/disabled.

2. Context-Aware Suggestions: Tailored help based on what’s on your screen feels intuitive and time-saving.

3. Role Versatility: Whether you’re building workflows, responding to tickets, or managing configurations, Now Assist adapts.

What We Don‘t Like..

it’s not all sleigh bells and snowflakes. Here are a few areas where Now Assist doesn’t quite shine:

1. Not Exactly Revolutionary: If you’ve used ChatGPT, the experience may feel familiar. It’s effective, but it’s not breaking new ground.

2. Accuracy Concerns: Generative AI has a habit of “hallucinating” answers that sound good but aren’t correct. This means users still need to verify its output. This isnt a unique problem to ServiceNow, but something still worth calling out.

3. Licensing Hurdles: A separate license is required for Now Assist products, which could make it a tougher sell for smaller teams that may need it most. You’ll need at least ITSM Pro PLUS or Enterprise Plus to be able to take advantage of some of these features.

Our Take

If you’re like me and already deeply dependent on using ChatGPT for your everyday tasks, Now Assist doesn’t really feel that surprising (or impressive). Its basically ChatGPT placed conveniently in places where you might need it. Yes, I know ServiceNow is using its own LLMs, but it all still feels the same. I’m not saying its not useful, but I am disappointed that its not built natively into the app, and that you’re required to get a more elevated license.

Had these features been released 5 years ago… then we’d all be mind blown, but now that this technology has almost become a commodity… these Now Assist capabilities don’t seem groundbreaking enough to merit a whole new licensing model - especially considering how every software on the planet has now implemented similar features.

I’m confident that going into 2025, the features that are released as part of Now Assist will become more and more impressive, and I’m excited to see what ServiceNow comes up with..

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Whats Your Take?

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Have you tried Now Assist yet? Is it making your life easier, or does it feel like just another generative AI add-on? Hit reply and let me know—I’d love to hear your thoughts.

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Make sure you’re subscribed! We’ll be diving deeper into the key features and use cases of Now Assist, showing you exactly how to make it a game-changer in your workflow.

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