tools
Now Assist
Now Assist used generative AI across ServiceNow workflows for answers, summaries, recommendations, and automation before being renamed ServiceNow Otto.
Now Assist provided generative AI skills, conversational assistance, agentic workflows, and AI agents across ServiceNow workflows. It supported tasks such as answering questions, summarizing incidents and cases, suggesting solutions, generating resolution notes, and helping administrators configure AI features.
ServiceNow says Now Assist has been replaced by ServiceNow Otto, which combines Now Assist, Moveworks, and AI Experience. Pricing was not publicly listed for Now Assist; licensing is contract-based and usage can be measured in assists. Features and availability depend on the ServiceNow license, product, release, and deployment environment.
Features
- Answers questions through the Now Assist conversational panel
- Summarizes incidents, cases, chats, and other work records
- Suggests solutions and recommended next actions
- Generates resolution notes and other work documentation
- Provides generative AI skills across ServiceNow workflows
- Supports AI agents and agentic workflows
- Includes tools for creating custom prompts and skills
- Measures usage through assists consumed by skill actions
Use cases
- Summarize an incident so an IT agent can understand its history quickly
- Generate resolution notes after a customer service case is closed
- Answer employee questions through self-service and conversational interfaces
- Recommend solutions and next steps during IT or customer support work
- Configure AI skills and workflows through conversational administrator assistance
- Create custom generative AI skills for ServiceNow workflows