Artificial Intelligence is rapidly transforming the way enterprises operate, and ServiceNow is at the forefront of this evolution. Through its intelligent platform capabilities, ServiceNow leverages AI to streamline workflows, enhance decision-making, and boost productivity across IT, HR, customer service, and other domains.In this post, we’ll explore ServiceNow’s AI features, including Now Assist and agentic AI capabilities, their usage, subscription requirements, and how they integrate into your organization’s workflow strategy.

What Is ServiceNow’s AI Strategy?

ServiceNow’s AI is bundled under the Now Platform’s “Now Intelligence” suite, which combines machine learning, natural language processing, intelligent automation, and, most recently, generative AI to deliver predictive and contextual experiences across enterprise workflows.

Key AI Features in ServiceNow

Now Assist (GenAI-Powered)

Now Assist is ServiceNow’s generative AI assistant that’s embedded into workflows across ITSM, HR, CSM, and Creator Workflows.

Use Cases:

Auto-generate incident summaries

Draft knowledge base articles

Assist in change request documentation

Summarize chat transcripts or ticket history

Technology: Built with ServiceNow’s proprietary LLM architecture or integrated partners like Microsoft/OpenAI.

Where It’s Used: In workspaces like ITSM Pro, CSM Pro, HRSD Pro, and App Engine Studio.

Benefits:

Reduces manual effort

Improves speed and quality of communication

Enables faster agent onboarding

Requires Now Assist add-on license or included in certain Pro/Enterprise packages.

Agentic AI in ServiceNow

Agentic AI in ServiceNow refers to autonomous, task-oriented AI agents that can:

Understand user intent

Act independently to gather data or trigger workflows

Collaborate with humans and other agents

Examples:

A Virtual Agent that not only resets a password but also schedules a follow-up with IT.

An AI agent that audits license compliance by triggering a backend workflow, updating records, and notifying stakeholders.

Characteristics:

Context-aware

Goal-directed

Multi-step workflow orchestration

Integration with automation tools and data sources

These agentic capabilities are being increasingly embedded in Now Assist, Virtual Agent, and Automation Engine components.

Other AI Features in the Now Platform

Predictive Intelligence

Function:

Uses ML to categorize, assign, and prioritize tickets based on historical patterns.

Used In: ITSM Pro, ITOM ProSetup:

Requires training models on organization-specific data.

Virtual Agent

Function: AI-powered chatbot with NLP for handling requests and FAQs across channels like Teams, Slack, or web.

Subscription: Included in most Pro-tier plans or as an add-on.

Document Intelligence

Function: Uses NLP and OCR to extract structured data from unstructured documents (invoices, forms, etc.).

Subscription: Requires Document Intelligence add-on or Creator Workflows Pro.

Performance Analytics (with AI)

Function: AI-driven anomaly detection, trend forecasting.

Used In: Performance Analytics Premium

AI Search

Function: Context-aware, personalized, federated search across the platform.

Usage: Available via AI Search plug-in and higher-tier licenses.

Conclusion:

The Intelligent Enterprise Runs on ServiceNow AI. ServiceNow has evolved into a platform powered by AI at every layer—from intelligent ticket classification to fully autonomous agentic behavior. With the introduction of Now Assist and agentic AI, organizations can drive efficiency, accuracy, and speed in an unprecedented way. Whether you’re in IT, HR, customer service, or app development, integrating these capabilities into your workflows can deliver significant ROI and improve employee/customer satisfaction.