The 5 best ServiceNow AI tools to boost productivity in 2025

If you’re running on ServiceNow, you know it’s the engine keeping your IT and service operations humming. But let's be real, as ticket volumes creep up and everyone expects instant answers, trying to keep up manually feels like a losing battle. This is where AI tools can step in, helping to automate the simple stuff, find answers quickly, and give your team some breathing room to focus on the bigger picture.

But with all the options out there, which ServiceNow AI tools are actually right for you? The platform itself has a strong set of built-in capabilities, but other tools are popping up that promise a faster setup and more flexibility. In this guide, we'll walk through the top 5 tools for 2025 to help you figure out what makes the most sense for your team.

What are ServiceNow AI tools?

At their core, ServiceNow AI tools are just apps and features that use artificial intelligence, machine learning (ML), and natural language understanding (NLU) to streamline work inside the ServiceNow platform. The whole point is to make your workflows a bit smarter and a lot faster.

These tools generally fall into two camps:

1. Native Tools: These are the AI features built right into ServiceNow, like Now Assist and the Virtual Agent. They’re deeply integrated, meaning they live and breathe ServiceNow data and are made to work perfectly within that environment.

2. Third-Party Integrations: These are tools from other companies that plug into ServiceNow. They often focus on pulling in knowledge from all the other places your team works, like Confluence, Google Docs, or Slack, and usually offer a quicker, more flexible setup.

The best fit for you really depends on what you’re trying to accomplish, whether it's automatically routing tickets, writing knowledge base articles, or launching a full-on conversational chatbot.

Our criteria for selecting the best ServiceNow AI tools

To cut through the marketing noise, we judged each tool on four practical things that IT and support teams actually care about:

• Ease of setup: How fast can you get this thing working? We leaned towards tools that you can set up yourself, without needing a six-month implementation project.

• Integration capabilities: How well does it play with others? We looked for platforms that can pull answers from ServiceNow, sure, but also from the other wikis and docs where your team’s brainpower is stored.

• Core AI features: What can it actually do? We checked out its ability to answer questions, sort tickets, summarize conversations, and learn from what it’s done before.

• Real-world productivity boost: Does this tool actually save time and headaches? We focused on features that clearly cut down on manual work, get issues solved faster, and just make life easier for employees and customers.

Comparison of the top ServiceNow AI tools in 2025

Here’s a quick side-by-side look at our top five picks.

Tool	Best For	Key Feature	Pricing Model
eesel AI	Teams needing a fast, flexible AI layer over existing tools	Unifying knowledge from ServiceNow, Confluence, GDocs, etc.	Transparent Subscription (Starts at $299/mo)
ServiceNow Now Assist	Enterprises deeply invested in the ServiceNow ecosystem	Native generative AI for summarization & content creation	Quote-Based
ServiceNow Virtual Agent	Deploying a native, branded chatbot in ServiceNow portals	Pre-built conversational flows for common IT & HR requests	Quote-Based
ServiceNow Predictive Intelligence	Automating backend ticket routing and classification	ML-based incident categorization and assignment	Quote-Based
ServiceNow AI Agents	Automating complex, multi-step workflows end-to-end	Autonomous task execution within the platform	Quote-Based

The 5 best ServiceNow AI tools in 2025

Alright, let's dive into the details of each tool and see what makes them tick.

1. eesel AI

A screenshot of the eesel AI landing page, one of the top ServiceNow AI tools.

Look, ServiceNow’s own tools are powerful, but they can box you into their ecosystem. eesel AI takes a different route. Think of it as a smart, flexible layer that connects to ServiceNow and all your other knowledge sources in a few minutes, not a few months. It's designed for teams who need to get support automation running now, without a massive project.

eesel AI links up with your ServiceNow instance, sifting through past tickets and your knowledge base. But it doesn’t stop there. It also pulls info from Confluence, Google Docs, Slack, and over 100 other apps to create one unified brain for your support AI. That means your bot can answer a question using info from a ServiceNow article, a Confluence page, or a Google Doc just as easily.

Its best feature might be the simulation mode. It lets you test your new AI on thousands of your actual historical tickets before you set it live. This gives you a really clear picture of how much it will automate and lets you tweak its behavior without any risk.

• Pros:

  • Get started in minutes: You can genuinely set it up yourself without waiting for a sales demo or a long implementation cycle.

  • Brings all your knowledge together: It connects to pretty much everything, so your AI can give answers based on the full picture.

  • You can test it safely: A cool simulation mode shows you how well it will work on your old tickets before you even turn it on.

  • Clear pricing: You know exactly what you're paying. The subscription plans are straightforward, with no weird per-ticket fees.

• Cons:

  • It’s an external tool, so it’s not built into the ServiceNow platform natively.

• Pricing:

  • You can find eesel AI's pricing right on their website. The Team plan is $299/month ($239/month if you pay annually) and covers up to 1,000 AI interactions. The Business plan is $799/month ($639/month annually) and adds training on past tickets and more advanced AI actions for up to 3,000 interactions.

2. ServiceNow Now Assist

Now Assist is ServiceNow's take on a generative AI copilot, and it’s woven deep into the platform. It’s designed to help agents and employees create, summarize, and find information without leaving their screen. For instance, it can whip up a summary of a long, messy incident history with one click or help a developer bang out a script.

Since it's a native feature, Now Assist has a home-field advantage. It understands ServiceNow's data and context inside and out, so its suggestions are usually spot-on. It's a great pick for companies that are fully committed to the ServiceNow platform and want to give their agents a boost right where they work.

• Pros:

  • It’s seamlessly built into the day-to-day ServiceNow experience.

  • It's really good at summarizing ServiceNow-specific things like incidents and cases.

  • It uses all of ServiceNow’s existing security and governance rules.

• Cons:

  • Its biggest blind spot is that it only knows what's inside ServiceNow. If the answer is in a Google Doc, it won't find it.

  • Setting up and tweaking new skills can get complicated.

  • The pricing is a mystery, usually hidden in large enterprise contracts.

• Pricing:

  • You won't find a price tag for Now Assist online. It's sold on a quote-based model, often bundled into a bigger enterprise deal. You’ll have to get in touch with the ServiceNow sales team for a quote.

3. ServiceNow Virtual Agent

A screenshot of the ServiceNow Virtual Agent landing page, showcasing one of the leading ServiceNow AI tools.

The ServiceNow Virtual Agent is the platform's own chatbot. It’s built to hang out in your employee or customer portals and offer round-the-clock automated support. It comes loaded with pre-made conversation templates for common things like password resets, checking on a ticket, or ordering a new keyboard.

Its biggest plus is the smooth, branded feel it gives users who are already in a ServiceNow portal. When a conversation gets too tricky for the bot, it can hand it off to a live agent with all the context, so the user doesn't have to repeat themselves. It’s great for handling all those simple, repetitive requests that pop up dozens of times a day.

• Pros:

  • Offers a consistent chat experience that feels like part of your portal.

  • Has a library of ready-to-go conversation flows for IT, HR, and customer service.

  • Works with Now Assist to provide smarter, more natural-sounding answers.

• Cons:

  • Building custom conversations requires someone who knows their way around NLU modeling.

  • It can feel a bit stiff. The conversation flows are very structured, unlike some of the more free-flowing modern chatbots.

  • It can only pull answers from knowledge stored inside ServiceNow.

• Pricing:

  • Just like the other native tools, the Virtual Agent is priced by quote. It’s part of the ServiceNow AI Platform, so the cost depends on your overall package. You'll need to chat with ServiceNow sales to get the details.

4. ServiceNow Predictive Intelligence

A screenshot of the ServiceNow Predictive Intelligence landing page, highlighting its features as one of the key ServiceNow AI tools.

Predictive Intelligence is the behind-the-scenes brain that makes your workflows smarter. You don’t really ‘see’ it, but it’s constantly working to automate decisions. Its most popular trick is automatically categorizing, prioritizing, and assigning new tickets to the right team.

It learns from all your past ticket data to predict where a new one should go, and it gets pretty accurate. This seriously cuts down on the time your team spends just sorting tickets and fixing routing mistakes, which means issues get resolved faster. It’s a must-have if you want to make your incident management process less of a manual grind.

• Pros:

  • It significantly reduces the amount of time spent on manual ticket sorting.

  • It gets smarter over time as it learns from your data.

  • You can also use it for other things, like suggesting relevant knowledge articles to agents.

• Cons:

  • You need a lot of clean, historical data for it to learn from effectively.

  • Its wins are in backend efficiency, so it doesn't directly change the user experience.

  • Getting the machine learning models tuned just right requires an admin with some expertise.

• Pricing:

  • You guessed it, quote-based. Predictive Intelligence is part of the ServiceNow AI Platform, so you’ll need to talk to their sales team for pricing.

5. ServiceNow AI Agents

A screenshot of the ServiceNow AI Agents landing page, which details one of the most advanced ServiceNow AI tools.

This is where things get a bit futuristic. AI Agents are one of ServiceNow’s newest features, and they’re ambitious. These aren’t just chatbots; they’re designed to be autonomous workers that can handle complex, multi-step jobs on their own, with very little human help. A Virtual Agent might reset a password, but an AI Agent could handle the entire employee onboarding process, from creating accounts to ordering a laptop.

This tool is a glimpse into the future of automation, where AI acts more like a digital colleague. It's a heavy-duty solution for large companies with complex, well-defined processes that are ready to be fully automated.

• Pros:

  • Can manage complicated, end-to-end processes without human intervention.

  • Can coordinate tasks across different parts of the ServiceNow platform.

  • It’s at the leading edge of what enterprise AI can do.

• Cons:

  • Getting this set up requires a serious investment in planning, governance, and process mapping.

  • Honestly, it’s probably overkill if you’re just dipping your toes into AI automation.

  • It's a newer product, so it's still finding its footing.

• Pricing:

  • AI Agents are a top-tier enterprise solution with, you guessed it, quote-based pricing. You’ll have to contact ServiceNow sales to talk about what you need and get a custom price.

This beginner's guide to ServiceNow AI tools explains how features like Now Assist, Predictive Intelligence, and AI Agents work together to enhance the platform.

Tips for choosing the right ServiceNow AI tools

Feeling a bit lost in the options? No worries. Here’s a simple way to think about it. Just ask your team these three questions:

1. Where does our company knowledge actually live? If every single piece of IT and support knowledge is perfectly filed away inside ServiceNow, then the native tools are a great option. But if your team’s real brain is spread across Confluence, Google Docs, SharePoint, and a dozen other wikis, you’ll need a tool like eesel AI that can see everything to give complete answers.

2. How quickly do we need to see this working? Setting up ServiceNow's native AI tools can be a big project. If you need a solution that starts helping your team this quarter (or even this week), a self-serve platform you can get running in minutes will deliver value much faster.

3. What’s our team’s technical comfort zone? Building and tweaking AI models and conversation flows in ServiceNow can require some specialized skills. If your team is already stretched, it might be better to look for a tool with a more straightforward interface and features like a simulation mode that lets anyone build and deploy AI confidently.

Go beyond native ServiceNow AI tools with flexible AI

So, what's the verdict? ServiceNow's own AI tools are genuinely powerful, especially if your whole world revolves around their platform. They’re fantastic for automating tasks that start and end within ServiceNow.

But for most of us, our company knowledge is a bit of a beautiful mess, scattered across wikis, shared drives, and chat threads. To really solve people’s problems, you need an AI that can connect all those dots.

That’s where a tool like eesel AI really makes a difference. By connecting all your knowledge sources to ServiceNow, it gives you a faster, more flexible, and more complete way to automate support. You can get it running in minutes, test it out with no risk, and build an AI support agent that can actually find the answers your team needs, wherever they are.

Ready to see what a truly connected AI can do for your ServiceNow setup? You can start a free trial of eesel AI right here.