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Critical Review
Product: ServiceNow AI Agents
Better leadership communication with streamlined ticket summaries from NowAssist
Likes and dislikes about
likes
Having AI agents embedded directly within the ServiceNow platform is a meaningful advantage there is no context switching or manual data transfer between systems. Agents surface through the Now Assist chat panel right inside the existing workflow, which significantly lowers the barrier to adoption compared to a standalone AI product. The integration with AI Control Tower provides centralised, platform-level governance so data remains protected throughout every interaction. Additionally, the flexibility to invoke either a generative AI skill or another tool from the step list expands the range of automation scenarios that can be addressed.
June 10, 2026
dislikes
The most difficult challenge is making sure we have good data in. If there is little input on work notes, steps taken, the AI does not have enough data to produce effectively.
May 15, 2026
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