Now Assist — AI Agents That Get Work Done
Move beyond assistive AI to autonomous execution — AI agents that diagnose, decide, and deliver measurable outcomes. XaktiNow implements the full Now Assist and AI Agents suite, including Autonomous Workforce and EmployeeWorks.
Overview
ServiceNow's AI strategy has evolved from conversational copilots to autonomous AI specialists that execute end-to-end workflows with governance, auditability, and trust.
XaktiNow deploys Now Assist across ITSM, CSM, HRSD, and Security — plus AI Agent Studio for custom agents and the Autonomous Workforce for role-based AI specialists. Cross-platform orchestration via Agent2Agent (A2A) and Model Context Protocol (MCP).
- Case/incident summarization, resolution suggestions, knowledge article generation
- Virtual Agent (NAVA) for self-service across IT, HR, and customer workflows
- AI Agent Studio for custom agents with tools, skills, and governance
- Autonomous Workforce: L1 Service Desk, Employee Service Agent, SecOps Analyst
- EmployeeWorks (Moveworks) — conversational front door with 250+ templates
XaktiNow Now Assist & AI Agents
Generative AI across every workflow — from assistive copilots to autonomous specialists.
Now Assist Capabilities
Case summarization, resolution suggestions (ITSM, CSM), knowledge generation, code assist, work order summarization (FSM), Alert Assist (ITOM), SAM compliance insights, project health signals (SPM), sentiment analysis (CSM). Available across workflows.
AI Agent Studio
Agent design with natural language, tool assignment, supervised/autonomous modes. AI Agent Orchestrator for multi-agent coordination. Agentic Playbooks (Zurich). Agent2Agent (A2A), MCP integration. Multi-model support (Claude, Now LLMs, OpenAI, Gemini).
Autonomous Workforce
L1 Service Desk AI Specialist (GA Q2 2026), Employee Service Agent, Security Operations Analyst. EmployeeWorks with Moveworks — Teams, Slack, browser. ServiceNow: 90%+ employee IT requests handled by Autonomous Workforce, 99% faster resolution.
AI Agent Fabric
Cross-platform agent communication via A2A. Third-party integration (Microsoft Copilot, Google Vertex AI, Salesforce Einstein, Cisco Webex AI). Workflow Data Fabric as unified data layer for agents.
What Transformation Looks Like
Outcomes from deploying Now Assist and AI agents with XaktiNow.
- Cross-platform AI orchestration across ServiceNow, Microsoft, Google, Salesforce
- Full governance and auditability for every autonomous action
- Human-in-the-loop patterns for high-risk scenarios