Customer ServiceRAG-StandardEmerging Standard

Now Assist

Now Assist is like an AI super-assistant built directly into ServiceNow that helps employees and agents answer questions, resolve tickets, and complete workflows much faster by understanding natural language and surfacing the right information or actions automatically.

9.0
Quality
Score

Executive Brief

Business Problem Solved

Reduces manual effort and resolution time in customer service and internal support workflows by automating answers, summarizing information, and guiding users through ServiceNow processes.

Value Drivers

Cost reduction via faster ticket resolution and fewer manual stepsSpeed: shorter handle times and quicker self-service for usersQuality and consistency of responses across agents and channelsHigher employee and customer satisfaction by reducing friction in workflows

Strategic Moat

Deep integration into the ServiceNow platform and its workflow/data model creates high switching costs and leverages proprietary data from customers’ ServiceNow instances.

Technical Analysis

Model Strategy

Hybrid

Data Strategy

Vector Search

Implementation Complexity

Medium (Integration logic)

Scalability Bottleneck

Context window cost and latency when operating over large volumes of ServiceNow records, plus data-governance constraints across different instances.

Technology Stack

LLM(Low)Vector DB(Low)

Market Signal

Adoption Stage

Early Majority

Differentiation Factor

Native to the ServiceNow ecosystem, using its configuration, workflows, and data structures rather than being a generic standalone copilot, which makes it more immediately useful for organizations already standardized on ServiceNow.

Part of Application

Customer Service Automation

97 use cases in this application

Explore More

More in Customer Service→More RAG-Standard→

Source

https://www.servicenow.com/community/now-assist/ct-p/now-assist