A practical guide to ServiceNow Gen AI

Thinking about bringing ServiceNow Gen AI into your workflow? This guide breaks down everything you need to know about Now Assist, from its features and costs to its biggest limitations, and introduces a more flexible alternative.

Generative AI has gone from a tech headline to a real tool that businesses are using every day. Naturally, big enterprise platforms like ServiceNow are getting in on the action by building AI straight into their products. On paper, it sounds like a dream: smarter tools, faster ticket resolutions, and happier, more productive teams.

But here’s the thing about powerful, built-in AI solutions: they can be complicated, expensive, and surprisingly inflexible. A lot of IT and support leaders are asking themselves, "Is this actually the right fit for us, or are we about to get locked into a six-month implementation project when a nimbler tool would do the job?"

This guide is here to give you a straight-talking, practical look at ServiceNow Gen AI. We’ll walk through what it does well, its common uses, and some of the major drawbacks you should know about before you sign on the dotted line.

What is ServiceNow Gen AI?

First off, ServiceNow Gen AI isn’t a single product you can just turn on. It’s more of a suite of AI features woven into the Now Platform, all aimed at automating tasks, making people more productive, and generally smoothing out the user experience within the ServiceNow world.

It really comes down to two main parts working together:

• Now Assist: This is the part you and your team will actually see and interact with. It pops up as helpful features inside the tools you already use, like ITSM, CSM, and HRSD. Think of it as the AI assistant that writes case summaries, helps draft replies, or makes your chatbot a bit smarter.

• Generative AI Controller: This is the engine running in the background. It’s the piece that allows ServiceNow to connect to Large Language Models (LLMs), including ServiceNow’s own "Now LLM" (trained on their platform data) and models from third parties like Azure OpenAI.

The easiest way to think about it is as a "platform-native" AI. It’s deeply integrated and can do some impressive things, but it’s most comfortable, and effective, when it’s working with data and processes that are already inside ServiceNow. This is a crucial point we’ll circle back to when we talk about its limitations.

Key features and use cases of ServiceNow Gen AI

So, what can you actually do with it? ServiceNow Gen AI is being used across different parts of the business to help streamline work and get repetitive tasks off people’s plates.

Helping IT and support agents

For anyone on a support team, a huge chunk of the day is spent on manual, repetitive work. This is where ServiceNow Gen AI tries to help.

• Summarizing cases and incidents: Now Assist can instantly scan long ticket histories, chat logs, and case notes to give an agent a quick summary. This means someone can get up to speed on a tricky issue in seconds instead of spending 20 minutes reading, which helps chip away at your Mean Time to Resolution (MTTR).

• Generating resolution notes: When a ticket is closed, the AI can automatically write up the resolution notes. It’s one less admin task for agents and helps create a more consistent knowledge base over time.

• Creating knowledge base articles: The platform can also suggest draft knowledge base articles based on tickets that have been solved. It’s a neat feature for capturing solutions, but its usefulness really depends on having clean, well-structured ticket data to learn from.

Empowering employee and customer self-service

A big goal for any support team is to empower users to solve their own problems. ServiceNow uses Gen AI to make its self-service tools a little more intelligent.

• A better AI search: Instead of just seeing a list of links, users can ask questions in plain language and get direct answers pulled from the company’s knowledge base.

• Smarter virtual agents: Now Assist gives the chatbot more conversational skills. It can better understand what a user is asking and guide them to a solution, which hopefully means fewer tickets land in the human agents’ queue.

Just a heads-up, though: these self-service tools are only as good as the information they can access. If your knowledge base is out of date or important info is scattered across other systems, the AI won’t be able to find it, and your users will just get frustrated.

Speeding up developer and admin tasks

It’s not just for support teams. Gen AI is also being put to work to help speed up development and admin tasks on the Now Platform.

• Text-to-code: A developer can write a prompt describing what they need, and the AI will generate a script snippet. This can definitely speed up writing business rules or building out custom apps.

• Text-to-workflow: In a similar way, an admin can describe a process, and the AI can map out a basic operational flow or playbook, giving them a solid starting point for automation.

Here’s a quick rundown of how these features line up with different users and their benefits.

Feature Area	Key Use Case	Target User	Primary Benefit
Agent Productivity	Case & Chat Summarization	Support Agents, IT Staff	Faster resolution times (MTTR)
	Resolution Note Generation	Support Agents, IT Staff	Less administrative busywork
Self-Service	AI-Powered Search & Chat	Employees, Customers	Higher ticket deflection rates
Development	Text-to-Code & Flow	Developers, Admins	Faster app development & automation

Limitations and challenges of ServiceNow Gen AI

This all sounds pretty good, but an AI that lives inside a single platform comes with some big trade-offs. Here are a few of the most common challenges you’ll probably run into with ServiceNow Gen AI.

The walled garden: Disconnected from your other knowledge

The biggest headache with ServiceNow’s AI is that it’s a bit of a homebody. It works best with data that lives inside ServiceNow. But let’s be honest, where does your team actually keep its knowledge? It’s probably spread across Google Docs, Confluence, Slack, and a dozen other apps. Getting ServiceNow to connect to all those outside sources is usually a complicated, developer-heavy job, and it rarely works perfectly. This creates blind spots, meaning your AI can only give partial answers because it can’t see the whole picture.

This is where a tool built to connect everything from day one, like eesel AI, really shines. It’s designed to instantly plug into over 100 sources, your helpdesk, company wiki, internal chat, you name it. It brings all your scattered knowledge together without a massive integration project, so the AI has the full context it needs to solve problems accurately.

Go-live in months, not minutes: A slow and risky rollout

Rolling out enterprise AI isn’t like flipping a switch. The ServiceNow way often involves long pilot programs, lots of training, and a hefty bill for consulting services. Worse yet, there’s no simple way to test how the AI will actually perform on your real tickets before you unleash it on your users. This is a huge risk. You could spend months on setup only to discover it gives a confusing or unhelpful user experience.

In contrast, platforms like eesel AI are made to be incredibly self-serve. You can connect your knowledge sources and get started in minutes. Its simulation mode is a game-changer; it lets you test the AI on thousands of your past tickets in a safe environment. This gives you a data-backed forecast of its performance and automation rate before you activate it for a single user, letting you roll it out with confidence.

Rigid rules vs. a customizable workflow engine

You want your AI to sound like your team, right? With the right tone of voice and personality? Getting an AI to behave exactly the way you want can be tough. With ServiceNow, customizing the AI’s behavior often requires deep platform expertise or a developer’s time. You can get stuck with predefined automation rules that don’t quite fit how your team actually works.

A more agile tool puts you in complete control. With eesel AI, a no-code prompt editor and custom actions let you define the AI’s exact tone, persona, and what it can do. You can set up specific rules for when it should escalate a ticket, teach it to look up order info from your Shopify store via an API, or have it create a new ticket in Jira Service Management. You get to be in the driver’s seat, no developers needed.

Understanding ServiceNow Gen AI pricing

Trying to figure out how much ServiceNow Gen AI will cost you? Good luck. ServiceNow doesn’t publish its pricing publicly. To get any details on packages or costs, you have to get in touch with their sales team and book a demo.

This "contact us for a price" model is pretty standard for big enterprise software, but it’s a real pain for teams that want to move fast and understand costs upfront. It stops you from doing your own evaluation and pulls you into a long sales process before you even know if it fits your budget.

This is where a transparent approach makes all the difference. eesel AI believes in clear, predictable pricing. Our plans are based on monthly AI interactions, not confusing per-resolution fees, so you never get punished for having a busy month. You can see all the costs right on our pricing page and even start with a flexible monthly plan you can cancel anytime.

Is ServiceNow Gen AI the right choice for you?

So, what’s the verdict? Should you go with ServiceNow Gen AI? It really depends. If your company lives and breathes ServiceNow, and all of your knowledge, workflows, and processes are already inside the platform, it can definitely give your team a productivity boost.

However, it comes with the classic enterprise software baggage: it’s complex, it locks you into one ecosystem, implementation is slow and risky, and the pricing is a mystery. For teams that need to be agile and want an AI that works with all their existing tools, not just one platform, a more modern solution is a much better fit.

Instead of getting locked into a single platform’s AI, think about an AI layer that sits on top of your current tools. eesel AI connects to your help desk, wiki, and chat apps in minutes, giving you a powerful, customizable AI agent without the enterprise headaches. You can bring all your knowledge together, simulate performance to remove the guesswork, and get up and running in a single afternoon.