Now Assist: What It Is and How to Use It with Gen AI Controller
Ramya Priya Balasubramanian
Practice Head ServiceNow
March 7, 2025
Table of Contents
ServiceNow’s Now Assist is revolutionizing IT service management through AI-powered automation and predictive intelligence. Together with the Gen AI Controller, it maximizes efficiency, speeds up ticket resolution, and delivers a smarter self-service experience. This guide covers what Now Assist is, its advantages, and how to use it with the Gen AI Controller for best outcomes.
Take advantage of Now Assist GenAI
What is Now Assist?
Now Assist is an artificial intelligence-enhanced feature on ServiceNow that maximizes IT Service Management (ITSM), Customer Service Management (CSM), and HR Service Delivery (HRSD). It utilizes Generative AI and machine learning capabilities to automate activities, offer wise recommendations, and optimize service delivery.
Main Features of Now Assist:
- AI-Powered Generative Virtual Agents: Support cognitive conversational support.
- Predictive Intelligence: Prescribes resolutions using past ticket records and knowledge base.
- Automated Ticket Classification: Bins incidents and routes them to the appropriate teams.
- Intelligent Recommendations: Makes context-aware recommendations for quicker issue resolution.
- Seamless Integration: Integrates with ServiceNow’s Virtual Agent and chat platforms for greater automation.
Deploying Now Assist with Gen AI Controller
Step 1: Ready Your ServiceNow Instance
- Ensure that you possess the necessary licenses for Now Assist and Gen AI Controller.
- Make sure Predictive Intelligence and Virtual Agent are enabled.
Step 2: Gen AI Controller Setup
- Activate Gen AI Controller in your ServiceNow environment.
- Integrate Gen AI Controller with external AI models (e.g., OpenAI, Microsoft Azure AI).
- Establish policies and security controls for AI engagement.
Step 3: Train and Refine AI Models
- Train predictive models using historical ticket data for improved accuracy.
- Continuously improve AI suggestions by tracking feedback and tuning settings.
Step 4: Deploy and Monitor
- Deploy Now Assist and Gen AI Controller in a pilot environment prior to general deployment.
- Utilize analytics to monitor AI performance and refine configurations.
- Roll out usage incrementally based on pilot effectiveness and user take-up.
Best Practices for Utilizing Now Assist with Gen AI Controller
Optimize Your Knowledge Base
- Make sure knowledge articles are properly formatted for precise AI recommendations.
- Keep documentation up to date to enhance AI-powered search results.
- Streamline frequent requests, such as password reset and status queries.
- Connect with messaging tools such as Slack and Microsoft Teams.
Monitor AI Accuracy and Performance
- Periodically review AI-generated responses to enhance accuracy.
- Fine-tune Gen AI Controller settings according to user input.
Monitor AI Accuracy and Performance
- Train employees on effective usage of Now Assist.
- Foster self-service to get the most out of AI.
Benefits of Using Now Assist with Gen AI Controller
- Faster Issue Resolution – AI-driven insights and automation reduce ticket resolution times, improving overall service efficiency.
- Improved Accuracy – Predictive intelligence ensures that issues are routed correctly, minimizing errors and manual interventions.
- Enhanced Employee Productivity – Automating repetitive tasks frees up IT and support teams to focus on high-impact initiatives.
- Smarter Self-Service – AI-powered virtual agents empower users with instant, accurate solutions, reducing dependency on human agents.
- Seamless Integration – Works with ServiceNow’s ecosystem and third-party AI models, ensuring smooth implementation.
- Scalability and Cost Savings – AI automation reduces operational costs and scales effortlessly with business growth.
- Continuous Learning and Optimization – AI models improve over time through feedback, refining recommendations for better results.
Key Takeaways
- Now Assist leverages Generative AI to transform ITSM, CSM, and HRSD with automated ticketing, intelligent recommendations, and predictive insights.
- The Gen AI Controller enhances Now Assist by integrating external AI models, enabling more advanced AI-powered automation.
- Organizations can maximize efficiency by properly training AI models, optimizing workflows, and driving user adoption.
- A structured deployment approach, continuous monitoring, and AI fine-tuning ensure long-term success in AI-driven service management.
Conclusion
Now Assist, combined with the Gen AI Controller, strengthens IT service management with AI-driven automation, minimizing response time and enhancing service quality. An organized implementation plan, ongoing monitoring, and best practices can enable organizations to utilize these capabilities for a smarter, more efficient ServiceNow experience.
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Benjamin Samson
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