Now Assists Essentials

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 Now Assists & Generative AI


Generative AI is an AI system that creates various types of content like text, images, audio, and data formats. ServiceNow Now Assist can integrate this functionality into existing workflows. 

Connect to an AI Provider
Now Assist uses the ServiceNow LLM.  Custom capabilities leverage Azure OpenAI, OpenAI, and other models using native low-code integration.


Interact with a Capability
Capabilities include summarization, content generation, Now Assist panel, generative search, code generation, and the Generative AI Controller.

Experience AI in the Now Platform
Now Assist is available in 
        Workspaces, 
        Flow Designer, 
        Virtual Agent, 
    and Script Editor.


How does Now Assist Works ?

Now Assist offers access to generative AI through store applications designed for specific products like IT Service Management (ITSM), Human Resources (HR), Customer Service Management (CSM), and more. These apps connect with the Generative AI Controller, a low-code integration that links Generative AI Application Programming Interfaces (APIs) to the Now Platform. With the Generative AI Controller, the Now Assist applications can communicate with large language models (LLMs). These apps allow users to use generative AI features (called Skills) specific to ServiceNow.

How does Now Assist communicate with the generative AI providers?



Now Assist sends a request to a generative AI provider, which processes the request and sends a response back. The app can then use the response to create something new, like an article. This entire process is called an assist. Also, admins can integrate the capabilities of the generative AI Controller into process flows, Virtual Agent topics, and scripts.

The Now Assist capabilities use the ServiceNow LLM. The Generative AI Controller uses the other generative AI providers.



What Problem Solved with Generative AI ?


  • Knowledge Article Creation.
  • Search result accuracy
  • Summarization of complex information
  • Detection of customer and employee sentiment
  • Accuracy and scalability of custom content
  • User experience and satisfaction
  • Code generation
  • Agent handoff
  • Errors and misunderstanding between user and agents.
  • Playbook Generation 
  • Process Generation

Is GenAI is good fit for your organization ?


Before investing in this capability, let us help you determine if it fits your organization and what you want to accomplish. Below, we list the ideal criteria your organization should possess and which criteria may make this solution tough to implement.

Ideal Criteria

  • Currently using ITSM, CSM, HR, Field Service Management (FSM), IT Operations Management (ITOM), or Strategic Portfolio Management (SPM) products.
  • Currently using Flow Designer or Virtual Agent
  • Looking to reduce the time for content creation
  • Looking to reduce time for code development
  • Looking to improve user experience and satisfaction

Nonideal Criteria

  • Operate in a regulated market
  • Not mature with existing AI products

What is AI ?


Artificial Inteliigence is broader term in computer science that focuses on creating intelligence machine that can mimic human intelligence and perform the task that typical require human intelligence.


What is Models ?


Models are collection of Algorithm , maths and statistics that makes prediction and decisions based on input output data.

What is Generative Models ?

Generative Models are AI Models that generates new data based on a given input.

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