Agentic AI – Tech Assist
AI Assistant for ServiceNow OT Incident Resolution
An AI assistant embedded in ServiceNow workspaces that guides frontline teams to resolve OT incidents faster and more safely. Built for industrial environments with incident data, real-time context, and optional document grounding.
Overview
Agentic AI Tech Assist provides technical assistance powered by Agentic AI on ServiceNow—accelerating resolution and scaling support for agents, workflows, and tools.
Technical assistance powered by Agentic AI
Faster resolution and scaled support
Agents, workflows, and tools support
ServiceNow-native guidance
Continuous improvement from usage
How it works
Get contextual technical assistance where you work in ServiceNow.
Ask
Request help from within workflows or tools
Resolve
Get step-by-step guidance and recommendations
Apply
Implement fixes with confidence
Learn
Build knowledge from repeated patterns
Key Capabilities
OT Incident Aware Guidance
Tailored to the record
Flexible Model Choice
Across Claude Instant 1.2, Claude 3.5 Sonnet, OpenAI GPT-3.5 and GPT-4
Optional Document Grounding
Using Box to S3 content
Seamless Workspace Integration
In an iframe
Robust Logging and Access Control
With role-based access control
High Performance
With low overhead
Benefits
Faster Incident Resolution
And reduced downtime
Streamlined Operations
And improved productivity
Stronger Safety and Compliance
For industrial environments
Knowledge Retention
And transfer through document grounding and conversational memory
Lower Costs
Through fewer escalations and quicker time to fix
FAQs
Operational Technology Incident Management and Virtual Agent. If using OpenAI GPT-3.5 you also need Now Assist and one of the Now Assist Business Unit plugins.
Use the system property x_w4f_tech_assist.TechAssistModelTypes to select Claude Instant 1.2, Claude 3.5 Sonnet or GPT-3.5. Configure connections and credentials under Connections and Credential Aliases.
Yes. Enable the mode that incorporates documents stored in S3 ingested from Box for more precise context-rich answers.
Inside the OT Incident workspace as an iframe tab called Tech Assist.
Open an OT incident in the industrial workspace, select the Tech Assist tab and ask follow-up questions to verify consistent relevant responses.
Role x_w4f_tech_assist.admin with ACLs on the logs table for create, read, write and delete.
Errors are handled gracefully and logged. Interactions with LLMs are stored in a logs table.
API keys for model access through AWS Bedrock for Claude and OpenAI for GPT-3.5 and GPT-4. OAuth 2.0 or JWT tokens for Box to S3 upload.
No. You can use OT Incident demo data for testing scenarios.
Full support from 8am to 5pm PST Monday to Friday except ServiceNow holidays. First response within 4 hours. Resolution within 5 to 10 business days.
See Tech Assist in action. Schedule a guided demo tailored to your OT incident workflows.
Get started now. Install the app, set x_w4f_tech_assist.TechAssistModelTypes and connect your preferred LLM providers.
Work4Flow · Published by Work4Flow