Too much time spent searching across systems
Reduce time spent searching for information
Section 01: What is Now Assist
Conversational AI for real business impact
ServiceNow Now Assist brings generative AI capabilities into the ServiceNow platform, helping users and teams work with enterprise context across service, operations and workflow processes. Sotiotech helps organizations identify relevant use cases, prepare the platform, configure experiences and establish the governance needed for responsible adoption.
Manual summarization and documentation
Create clearer summaries and responses
Repetitive service desk and support work
Accelerate incident, case and request handling
Slow access to relevant knowledge
Help agents find relevant knowledge and context faster
Inconsistent responses across teams
Support employees and customers with more natural interactions
Disconnected AI experiments without workflow integration
Connect AI to trusted ServiceNow workflows and data
Unclear governance, security and adoption requirements
Establish governance, security and adoption standards
Section 02: Key Capabilities
Powerful AI. Practical outcomes.
Use Now Assist where AI can remove friction from everyday work while keeping enterprise workflows, data and governance at the center.
Module 01
Conversational Search
Help users find relevantinformation, knowledge andanswers through natural-languageinteractions.
Module 02
AI-Powered Summarization
Create concise summaries ofincidents, cases, interactions,knowledge and other workrecords.
Module 03
AI Content Generation
Help teams draft responses,knowledge content and otherworkflow-related content faster.
Module 04
Recommended Actions
Use available context to helpteams identify relevant nextsteps and resolution approaches.
Module 05
Knowledge Assistance
Surface useful knowledge andinformation at the point whereusers and agents need it.
Module 06
Workflow Assistance
Reduce manual effort bysupporting common tasks withinServiceNow workflows.
Module 07
Virtual Agent Experiences
Improve self-service throughconversational interactions thathelp users complete commonrequests.
Module 08
AI-Assisted Agent Work
Give service agents fasteraccess to summaries, context andrecommended information.
Section 03: Where Now Assist Applies
Bring AI into the work your teams already do
Now Assist can support the journey from the first request or signal through analysis, action and resolution. Sotiotech helps identify where AI can create the greatest operational value.
Section 04: Key Benefits
Real value for your business
The value of Now Assist is not simply generating text. It is helping people complete meaningful work faster while improving consistency, experience and operational efficiency.
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Higher Productivity
Reduce time spent searching, reading, summarizing and drafting
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Faster Resolution
Help teams reach relevant context and next steps sooner
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Improved Experience
Provide more responsive and contextual service
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Reduced Manual Effort
Automate or accelerate repetitive knowledge and content tasks
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Better Knowledge Utilization
Make enterprise knowledge easier to discover and apply.
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Greater Operational Insight
Use AI-assisted summaries and context to improve decision-making.
Impact
Outcomes
Proof clients track with us
Four signals we keep visible across every engagement.
Excellence
6+Years of ServiceNow excellence
Experts
50+Certified ServiceNow professionals
Delivery
32+Successful implementations
Reach
7+Industries served
Section 05: Transformation Framework
A practical path to AI-powered operations
Start with the business problem, establish the foundation, prove value through focused use cases and then scale what works.
Phase 01
Discover
Assess AI opportunities, workflows, user needs and current ServiceNow maturity.
Section 06: Real-World Use Cases
AI that delivers across your organization
Focus Now Assist on practical workflow moments where teams spend time searching, reading, writing, summarizing or deciding what to do next.
Incident & Request Management
Before
Agents spend too long reading records and searching for knowledge
After
Now Assist summarizes records, surfaces knowledge and helps agents move toward resolution
Faster path to resolution with AI-assisted agents
Customer Case Resolution
Before
Customer service teams lack quick case context
After
Contextual assistance improves response quality and consistency
Faster, more confident customer service delivery
Employee Self-Service
Before
Employees struggle to find answers and complete common requests
After
Conversational experiences guide employees through supported requests
Reduced repetitive HR and IT service desk volume
Knowledge Creation
Before
Operational experience stays trapped in tickets and conversations
After
Teams turn experience into clearer, reusable knowledge content
Better knowledge utilization across the enterprise
FAQ
Frequently asked questions
Now Assist brings generative AI capabilities into ServiceNow workflows to help users and teams work with information, create content, summarize records and accelerate service activities.
Traditional automation follows fixed rules and scripted flows. Now Assist uses generative AI to understand context, summarize information, draft content and recommend next steps within ServiceNow workflows — while keeping humans in control.
Common use cases include incident and request management, customer case resolution, employee self-service, knowledge creation, major incident support, agent productivity, case and interaction summaries, and workflow guidance within supported ServiceNow processes.
Now Assist helps ITSM teams summarize incidents, discover relevant knowledge, draft responses and move toward resolution faster — reducing time spent searching, reading and reconstructing case context in the agent workspace.
Customer service teams can use Now Assist to understand cases more quickly, summarize interactions and provide faster, more contextual responses that improve consistency and customer experience.
In HR Service Delivery, Now Assist helps employees find information, understand requests and complete common tasks through more natural conversational experiences — while reducing repetitive work for HR service teams.
Yes. Now Assist operates within ServiceNow's enterprise security model with role-based access, content policies and platform governance. Sotiotech helps establish responsible adoption standards, guardrails and measurement as part of rollout.
Strong knowledge, case data and workflow context improve Now Assist outcomes. Sotiotech reviews data, knowledge, CMDB and integration readiness during the Prepare phase so use cases are enabled on a solid foundation.
Yes. Now Assist is designed to enhance the ServiceNow workflows teams already use — supporting agents, employees and builders in the flow of work rather than requiring a rip-and-replace approach.
Yes. Sotiotech combines ServiceNow implementation, workflow, integration and AI expertise to help organizations move from AI interest to practical business outcomes through a structured discover, plan, prepare, build, enable and scale approach.
Start with workflow moments where teams spend time searching, reading, writing, summarizing or deciding what to do next. Prioritize high-volume, high-friction activities where faster context, better answers or assisted content creation will deliver measurable value.
Measure adoption alongside business outcomes such as handle time, deflection, knowledge utilization, response quality, agent productivity and service experience — tied to each enabled use case rather than AI activity alone.
Chosen by enterprises that expect clarity and control
Talk to a ServiceNow Expert
Sotiotech combines ServiceNow implementation, workflow, integration and AI expertise to help organizations move from AI interest to practical business outcomes.