Request & Search
Understand intent
Understand the user's intent and find relevant enterprise information.
ServiceNow Expertise
Trusted ServiceNow expertise for practical enterprise AI
Sotiotech combines ServiceNow implementation, workflow, integration and AI expertise to help organizations move from AI interest to practical business outcomes.
What is ServiceNow 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.
Reduce time spent searching for information
Accelerate incident, case and request handling
Create clearer summaries and responses
Help agents find relevant knowledge and context faster
Support employees and customers with more natural interactions
Create a practical foundation for broader AI adoption
The workflow gap
AI value depends on the workflow around it
Many organizations have access to AI but struggle to connect it to trusted enterprise data, workflows, governance and measurable outcomes. Sotiotech helps bridge that gap inside ServiceNow.
Too much time spent searching across systems
Manual summarization and documentation
Repetitive service desk and support work
Slow access to relevant knowledge
Inconsistent responses across teams
Disconnected AI experiments without workflow integration
Unclear governance, security and adoption requirements
Conversational Search
Help users find relevant information, knowledge and answers through natural-language interactions.
AI-Powered Summarization
Create concise summaries of incidents, cases, interactions, knowledge and other work records.
AI Content Generation
Help teams draft responses, knowledge content and other workflow-related content faster.
Recommended Actions
Use available context to help teams identify relevant next steps and resolution approaches.
Knowledge Assistance
Surface useful knowledge and information at the point where users and agents need it.
Workflow Assistance
Reduce manual effort by supporting common tasks within ServiceNow workflows.
Virtual Agent Experiences
Improve self-service through conversational interactions that help users complete common requests.
AI-Assisted Agent Work
Give service agents faster access to summaries, context and recommended information.
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.
AI in Action
AI across your service lifecycle
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.
Analyze & Recommend
Surface context
Summarize context and surface relevant knowledge or next steps.
Take Action
Move faster
Support agents and teams in completing workflow actions faster.
Resolve & Learn
Capture outcomes
Capture outcomes and improve knowledge, processes and future interactions.
Where Now Assist Applies
Bring AI into the work your teams already do
IT Service Management
Summarize incidents, assist with knowledge discovery, draft responses and help agents move toward resolution faster.
Customer Service Management
Help customer service teams understand cases, summarize interactions and provide faster, more contextual responses.
HR Service Delivery
Help employees find information, understand requests and reduce repetitive work for HR service teams.
IT Operations
Support teams with operational context, summaries and faster access to information across infrastructure and service workflows.
Security Operations
Help security teams work with complex information, prioritize activity and accelerate investigation workflows.
Field Service
Support technicians with relevant work context, knowledge and service information in the flow of work.
Governance, Risk & Compliance
Assist teams with information discovery, summaries and workflow-related activities while maintaining governance.
Strategic Portfolio Management
Help teams summarize initiatives, communicate status and make information easier to consume.
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
Summarize records, surface knowledge and help agents move toward resolution.
Customer Case Resolution
Provide contextual assistance to customer service teams and improve response quality.
Employee Self-Service
Help employees find answers and complete common requests through conversational experiences.
Knowledge Creation
Help teams turn operational experience into clearer, reusable knowledge content.
Major Incident Support
Help teams quickly understand incident context, status and relevant information.
Agent Productivity
Reduce repetitive reading, searching, summarizing and drafting work.
Case & Interaction Summaries
Create concise context for handoffs, escalations and follow-up.
Workflow Guidance
Help users identify the next best step within supported ServiceNow processes.
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.
Higher Productivity
Reduce time spent searching, reading, summarizing and drafting
Faster Resolution
Help teams reach relevant context and next steps sooner
Improved Customer & Employee Experience
Provide more responsive and contextual service
Reduced Manual Effort
Automate or accelerate repetitive knowledge and content tasks
Better Knowledge Utilization
Make enterprise knowledge easier to discover and apply.
Greater Operational Insight
Use AI-assisted summaries and context to improve decision-making.
ServiceNow expertise. AI understanding. Practical execution.
Sotiotech approaches Now Assist as part of a broader ServiceNow transformation rather than as an isolated AI deployment. We help connect AI opportunities to workflows, data, integrations and business objectives.
Build Now Assist initiatives on a strong understanding of the ServiceNow platform and enterprise workflows.
Identify practical AI opportunities based on business value rather than adopting AI for its own sake.
Connect AI experiences with the processes, data and systems that support everyday operations.
Design for scale, governance, security, adoption and long-term platform value.
Measure success through productivity, service quality, resolution speed, experience and operational improvement.
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.
Discover
Assess AI opportunities, workflows, user needs and current ServiceNow maturity.
Plan
Prioritize use cases, define outcomes and establish the adoption roadmap.
Prepare
Review data, knowledge, CMDB, integrations, security and governance readiness.
Build
Configure supported Now Assist capabilities and connect them to relevant workflows.
Enable
Train users, establish governance and measure adoption and business value.
Scale
Expand proven use cases and continuously improve the AI-enabled operating model.
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.
