“AI is the new electricity.”— Andrew Ng
AI is already everywhere, and we can see its impact in everything from people in the workforce to specific industries already adopting it. In fact, IDC forecasts that the global AI market will reach a staggering $521 billion by 2027.
Today, enterprises need AI not just to automate their workflows but also to improve the overall productivity and experience of employees and customers.
Yet, despite its potential, you might find yourself facing real concerns:
- Can this scale as our business grows?
- Will our AI investments deliver measurable business outcomes?
- Is this AI solution secure and compliant?
- And perhaps the biggest worry of all—will the AI implementation be costly, messy, and slow?
If you’re nodding along, you’re not alone. These are the exact challenges we hear from enterprise leaders every day.
The good news: ServiceNow offers custom AI tools built differently for every department and industry. These tools combine security, scalability, and enterprise-ready simplicity.
To find out how ServiceNow AI tools and their use cases are transforming industries, dig in.
Business Benefits of ServiceNow AI
As more businesses have rolled out competing chatbots and added generative AI to existing software, the number of people using AI has continued to grow. ServiceNow has pioneered the use of AI within its service management and enterprise workflows since 2017. With generative AI, AI Agents, and Virtual Agent as its ServiceNow AI capabilities, ServiceNow empowers organizations to transform operations and deliver intelligent, scalable experiences that:
- Increase productivity by automating repetitive tasks, free up agents’ time, and enhance overall efficiency.
- Proactively identify critical issues to minimize downtime and service interruptions.
- Deliver smarter, personalized support with AI-powered virtual agents and chatbots.
- Assign tasks intelligently based on urgency, complexity, and skill set.
- Speed up decision-making with AI-suggested solutions and next steps.
- Provide intuitive, personalized search experiences to help users find information faster.
- Uncover insights from data to drive smarter, proactive business decisions.
3 Game-Changing ServiceNow AI Tools for Enterprises
Tool 1: Generative AI-powered Now Assist
Now Assist is at the forefront of GenAI experiences for ServiceNow customers and users. ServiceNow Now Assist enhances existing AI capabilities to elevate customer and employee experiences and accelerate business-wide productivity. With Gen AI, you can improve your ability to understand user intent, arrange information from the secure data on the Now Platform, and generate contextualized responses.
How ServiceNow Now Assist helps
- Summarization: Now Assist generates summaries for cases, chats, incidents, and more. It improves agents’ productivity and ensures they are up to speed instantly.
- Code and Flow Generation: It enables developers to write code that is automatically translated into actual code or flow suggestions, empowering developers with intelligent code completion recommendations.
- AI Search: Now Assist in AI search helps deliver highly relevant, actionable answers by understanding user intent. AI search generates unique, concise responses to user queries, eliminating the need to swipe you through multiple documents and improving employee and customer self-service experiences.
ServiceNow Now Assist Use Cases
1. Faster Vehicle Production in the Automotive Industry
Now Assist helps automotive manufacturers streamline production workflows by generating contextual summaries from design documents, service records, and compliance guidelines. Engineers and technicians get quick access to relevant information, enabling faster decision-making and fewer production delays. It also helps draft parts orders or service updates automatically, saving valuable time and reducing human error. With generative AI embedded in their environment, production teams experience a significant boost in productivity while maintaining high standards of precision and safety.
2. Personalizing Patient Care Among Healthcare Providers
Now Assist enables healthcare professionals to deliver more personalized patient experiences by quickly surfacing relevant medical history, summarizing past cases, and generating tailored care instructions. By analyzing unstructured data like clinical notes and diagnostic reports, it helps medical teams save time and reduce oversight. This ensures timely interventions, accurate diagnoses, and improved patient satisfaction. With sensitive data staying securely within the platform, providers can confidently adopt AI-driven solutions that scale across departments while staying HIPAA-compliant.
3. Code Generation for Developers in Software Enterprises
Now Assist empowers developers by using GenAI to generate high-quality, secure code snippets based on contextual input. Whether debugging or building a new feature, developers can receive instant suggestions for functions, database queries, or UI elements tailored to ServiceNow apps. This shortens development cycles, reduces errors, and promotes agile innovation. Paired with task summaries and documentation generation, teams gain a collaborative coding assistant that simplifies complex builds without sacrificing governance or security.
4. Quickly Finding Insights from Unstructured Text with AI Search
Now Assist’s AI Search scans and summarizes large volumes of unstructured data such as documents, knowledge articles, and case histories to extract relevant insights. Users receive concise, contextual answers instead of needing to scroll through long texts. The system ranks results by relevance and urgency, allowing teams to make faster, more informed decisions. With built-in security and real-time indexing, AI Search ensures that the most accurate and up-to-date information is delivered—helping users work smarter, not harder.
Tool 2: ServiceNow AI Agents
AI Agents are the autonomous programs that interact with their environment to gather data, make decisions, and complete tasks, with minimal human oversight. ServiceNow has the ability to deploy AI agents on a single platform across an entire business, combined with enhanced capabilities for these AI Agents to reason, learn, and act on behalf of people.
An AI agent accelerates customer service by completing tasks such as retrieving a knowledge base article, analyzing similar cases, and generating an email response. You can review and close the case; the AI agent can summarize it—saving significant time.
How ServiceNow AI Agents helps
- AI Agents improves productivity by handling your routine tasks such as data entry, scheduling, customer support, etc. taking over repetitive, time-consuming tasks.
- Speed and multitasking of interactions and acting on enormous amounts of data in minimum time allows businesses to enhance efficiency particularly in customer service operations.
- By incorporating knowledge from various sources, AI Agents are consistent to deliver more accurate, comprehensive, and personalized responses giving higher quality aspects.
- Using machine learning and data analysis to process real-time data, AI Agents process real-time data, enabling businesses to improve decision-making on insights.
- With 24/7 availability of offering personalized, prompt, and reliable service giving optimal customer experience.
ServiceNow AI Agent Use Cases
1. Answering Inquiries in Customer Support Centers
AI Agents autonomously handle customer inquiries across chat, email, and portals by understanding intent, gathering relevant information, and providing real-time responses. For example, a bank’s AI Agent might analyze a customer’s transaction history to explain unexpected charges, summarize similar past queries, and generate a response email. This reduces workload for human agents while maintaining personalized support. AI Agents operate 24/7, ensuring businesses meet rising customer expectations with consistency and speed.
2. Resolving Software Access Requests in IT Operations
When employees need access to new software tools, AI Agents streamline the entire request process—from verifying eligibility and checking license availability to routing approvals and provisioning access. This reduces resolution time from days to minutes. By pulling data from existing policies and past interactions, the AI Agent ensures accurate, compliant execution, freeing IT teams to focus on more strategic initiatives.
3. Improving Financial Forecasting and Reporting
In finance departments, AI Agents assist with data gathering, validation, and reporting by analyzing transactional data and identifying trends. For example, in month-end close processes, the agent collects relevant entries, highlights discrepancies, and recommends journal corrections. This proactive support ensures timely reporting, reduces manual errors, and improves confidence in financial planning. Scalable and precise, AI Agents become vital players in modern finance transformation.
Tool 3: Intelligent Chatbot ServiceNow Virtual Agent
ServiceNow Virtual Agent provides an intelligent conversational experience that enables instant resolution to common requests. It helps agents with routine tasks, allowing them to focus on decision-making and increasing employee and customer satisfaction.
Virtual Agent is quick to deploy, making resolving routine IT, HR, and customer service requests easier for everyone. ServiceNow VA consists of out-of-the-box templates and pre-built natural language understanding (NLU) models for the most common IT, HR, and customer service conversations to build and deploy self-service experiences for immediate business value. Also, with machine learning analysis of incident data, you can recommend pre-built conversations with a single click.
How ServiceNow Virtual Agents help
- Provide Omnichannel Personalized Experience: You can natively access ServiceNow data and provide a personalized experience across all touchpoints. VA uses your existing Service Catalog and knowledge base articles to solve common requests quickly.
- Virtual Agent Designer: With a single drag-and-drop designer, you customize the look and feel to match your brand’s identity to that of your agents.
- Multi-Language Support: ServiceNow VA dynamically detects and translates conversations to enable end-users to interact with the Virtual Agent in most of their choice of languages.
- Live Agent Handoff: Any agent can jump into the ongoing conversations with a complete understanding of the situation and quickly resolve the request. You can communicate asynchronously and easily pick up where you left off with unread messages.
- Conversational Analytics: Virtual Agents come equipped with powerful and fully customizable analytics capabilities that give administrators insights into user interactions. Determine which topics are being escalated to live agents.
- Conversational Interactive Voice Response (IVR): Use virtual agents for conversational interactive voice response (IVR) to Deflect customer cases and inquiries and save your agents time.
Difference Between Virtual Agent and Chatbot
| Virtual Agent | Chatbot |
| virtual agents are powered by AI and can go beyond pre-written answers and learn more about the context behind the request. | Chatbots help manage customer interactions through a decision tree flow with pre-selected options |
Virtual Agent Use Cases
1. Resolving Password Reset Issues in Real Time
A common IT helpdesk query—password resets—can be instantly resolved with a Virtual Agent. By verifying the user’s identity, guiding them through security steps, and initiating a password reset, the VA eliminates the need for human intervention. This speeds up issue resolution and allows IT staff to focus on more complex cases. With 24/7 availability, employee productivity sees minimal disruption.
2. Handling Software or Hardware Access Requests
Employees can request access to specific software or hardware directly through the Virtual Agent. The agent checks entitlements, walks the user through options, and automatically submits the request for approval. It can also suggest alternatives based on past user activity. By autonomously managing common access and provisioning requests, the VA reduces ticket volumes and provides faster fulfillment, improving user satisfaction.
3. Proactively Detecting and Addressing Email Issues
The Virtual Agent can proactively detect patterns of email delivery failures or spam incidents and initiate troubleshooting with the user. It asks relevant questions, checks mail server status, and applies basic fixes—like clearing caches or reconfiguring settings. If an escalation is needed, it hands off the case to a live agent with full context. This improves issue detection and resolution speed while keeping communication channels open.
How ServiceNow is Building transparent, responsible, and auditable AI?
With a rush to implement AI into operations, achieving Responsible AI (RAI) becomes highly crucial. There is a growing need to proactively drive fair, responsible, ethical decisions and practices across all stages of AI development and deployment.
As ServiceNow is building new AI products and services, their approach on responsible AI incorporates well-defined principles and robust governance. ServiceNow is committed to responsible AI.
ServiceNow AI works on four principles:
- Human-centered
- Inclusive
- Transparent
- Accountable
ServiceNow has a repeatable, governed process for developing and delivering responsible AI. This includes:
- Having an established AI governance program.
- How we build and maintain large language models (LLMs).
- GenAI-specific data security, handling, and processing measures.
- Ongoing fairness and bias testing across AI models.
- Clear documentation for AI behavior and decision-making logic.
- Auditable model lifecycle management to ensure transparency and compliance.
- Collaboration with cross-functional teams to align AI development with ethical standards.
By embedding responsibility into the AI lifecycle—from ideation to deployment—ServiceNow ensures its AI technologies are trusted, explainable, and built to support real-world enterprise needs responsibly.
Take your Business Transformation to the Next Level with ServiceNow and Aelum’s AI-powered Capabilities
With a broad portfolio of ServiceNow AI tools you can reimagine self-service experiences, increase agent efficiency, and supercharge developer productivity, by putting AI to work for agents, customers, and employees, and developers.
Our certified AI experts can help you understand the ServiceNow AI capabilities and use cases while leveraging its implementation in the ServiceNow ecosystem. Talk to our ServiceNow AI experts to define use cases for your business.