What is ServiceNow Assist: Features, Use Cases & Benefits

Updated on December 6, 2025

In 2025, Artificial Intelligence (AI) is reshaping enterprise workflows, and ServiceNow’s Now Assist is leading the charge by embedding generative AI (Gen AI) into the Now Platform. Designed to enhance productivity, streamline operations, and deliver intelligent automation, Now Assist is a game-changer for businesses seeking to optimize IT, customer service, HR, and development processes. For small and medium-sized businesses (SMBs) and enterprises alike, Now Assist offers a suite of AI-driven tools that reduce manual tasks, improve decision-making, and elevate user experiences.

What is ServiceNow Now Assist?

ServiceNow NowAssist is a generative AI suite integrated into the Now Platform, leveraging domain-specific large language models (LLMs), such as Now LLM, and third-party models like Azure OpenAI and Google Gemini, to deliver intelligent automation across workflows. Introduced in the 2023 Vancouver release and expanded in the 2024 Xanadu release, Now Assist enhances modules like IT Service Management (ITSM), Customer Service Management (CSM), HR Service Delivery (HRSD), and Creator with AI-powered capabilities. Unlike traditional AI, Now Assist focuses on enterprise-specific use cases, offering out-of-the-box (OOTB) skills like summarization and content generation, as well as customizable solutions via the Now Assist Skill Kit.

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Key Features of Now Assist

Now Assist offers a robust set of features that streamline workflows and enhance productivity across user roles. Below are the core capabilities:

1. Summarization

– Description: Generates concise summaries of incidents, cases, chats, or voice transcripts, enabling faster comprehension and handoffs.

– Application: Available in ITSM, CSM, and HRSD, eliminating tedious tasks.

– Example: Summarizes a customer support call, highlighting key issues and actions in seconds.

2. Conversational AI

– Description: Powers virtual agents and chatbots with natural language understanding (NLU) for multi-turn conversations.

– Application: Enhances self-service portals and deflects tickets, reducing agent workload.

– Example: A chatbot resolves employee IT queries without human intervention.

3. Content Creation

– Description: Automates the generation of knowledge articles, emails, and reports based on workflow data.

– Application: Streamlines documentation in ITSM and HRSD, saving agents hours weekly.

– Example: Creates a knowledge base article from an incident’s resolution notes.

4. Code and Flow Generation

– Description: Uses text-to-code and text-to-flow to generate custom code or workflows via natural language prompts.

– Application: Boosts developer productivity and code acceptance rate in Creator workflows.

– Example: Generates a workflow to automate ticket routing in minutes.

5. AI Search

– Description: Delivers actionable answers rather than links, improving self-service for employees and customers.

– Application: Enhances search in service portals and knowledge bases.

– Example: Retrieves a policy document instantly via a natural language query.

6. Multilingual Support

– Description: Supports multiple languages through Dynamic Translation, translating queries and responses in real-time.

– Application: Enables global accessibility for diverse workforces and customers.

– Example: Translates a French employee’s query into English for processing and responds in French.

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Use Cases for Now Assist

Now Assist delivers tailored solutions across industries and departments, addressing specific pain points for SMBs and enterprises. Below are key use cases:

1. IT Service Management (ITSM)

• Use Case: Automates incident summarization, ticket routing, and resolution note generation, deflecting issue forms, and reducing costs.
• Benefit: Shortens resolution times and allows IT agents to focus on strategic tasks.
• Example: An SMB’s IT team uses Now Assist to summarize a server outage incident, accelerating resolution.

2. Customer Service Management (CSM)

• Use Case: Powers virtual agents and case summarization, streamlining wrap-up processes, and enhancing customer satisfaction.
• Benefit: Reduces support tickets, lowering operational expenses.
• Example: A retail SMB uses Now Assist to summarize customer complaints, enabling quicker responses.

3. HR Service Delivery (HRSD)

• Use Case: Automates employee onboarding, query resolution, and knowledge article creation, enhancing employee experience.
• Benefit: Frees HR agents from repetitive tasks.
• Example: Generates FAQs from employee feedback, streamlining HR self-service.

4. Developer Productivity

• Use Case: Speeds up app and workflow development with text-to-code and text-to-flow capabilities.
• Benefit: Empowers citizen developers to create custom solutions without deep coding knowledge.
• Example: A developer builds a procurement workflow using natural language prompts.

5. Industry-Specific Applications

• Use Case: Supports workflows in telecom, financial services, and public sectors, such as card dispute resolution or procurement automation.
• Benefit: Customizes AI to meet industry-specific needs, boosting efficiency.
• Example: A bank uses Now Assist to summarize insurance claims, streamlining processing.

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Benefits of Now Assist

Now Assist delivers measurable benefits that drive efficiency, innovation, and user satisfaction:

1. Increased Productivity: Automates tasks like summarization and content creation, improving agent and developer efficiency.
2. Cost Savings: Lowers expenses by deflecting tickets in ITSM, CSM, and HRSD.
3. Enhanced User Experience: Improves self-service through AI Search and conversational AI, boosting customer and employee satisfaction.
4. Scalability: Offers configurable skills and low-code tools, enabling SMBs and enterprises to scale AI solutions with minimal customization.
5. Responsible AI: Ensures data privacy, compliance with GDPR and HIPAA, and transparency with markers for AI-generated content.
6. Rapid ROI: Provides quick productivity gains with out-of-the-box skills requiring minimal setup.

ServiceNow Services Offered by Cloud Consulting Inc.

At Cloud Consulting Inc., we are dedicated to turning your business aspirations into reality through our comprehensive ServiceNow services:

• ServiceNow Professional Services

• ServiceNow ITSM

• ServiceNow Managed Services

• ServiceNow Consulting Services

• ServiceNow Support Services

• ServiceNow IT Business Management

• ServiceNow IT Operations Management

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Conclusion

Now Assist is a transformative generative AI suite that redefines enterprise workflows in 2025. With features like summarization, conversational AI, and code generation, it streamlines ITSM, CSM, HRSD, and development processes. Use cases across industries demonstrate its ability to reduce ticket resolution times, enhance self-service, and boost developer productivity. Benefits include significant cost savings, scalability, and responsible AI compliance, making it a strategic asset for SMBs and enterprises. While pricing requires a custom quote, the ROI from productivity gains justifies the investment.

FAQs

1. What is the primary function of Now Assist?
Now Assist embeds generative AI into ServiceNow workflows, automating tasks like summarization, content creation, and code generation to boost productivity.

2. Which ServiceNow modules support Now Assist?
Now Assist is available for ITSM, CSM, HRSD, Creator, and industry-specific solutions like telecom and financial services.

3. How does Now Assist ensure data privacy?
It uses domain-specific LLMs, complies with GDPR and HIPAA, and marks AI-generated content for transparency.

4. What is the setup timeline for Now Assist?
Basic OOTB skills can be activated in weeks, with custom configurations taking 1-3 months.

5. Can SMBs afford Now Assist?
Yes, scalable licensing and CCI’s tailored services make Now Assist accessible, with ROI achievable within months.