In today’s hyper-connected world, artificial intelligence (AI) isn’t just a buzzword—it’s a business imperative. Organizations are under increasing pressure to do more with less, deliver seamless employee and customer experiences, and scale operations with agility. AI is no longer a futuristic concept; it’s the core engine powering smart, proactive enterprises.
ServiceNow has emerged as a leader in applying AI to business workflows, helping companies streamline operations, improve service delivery, and unlock new levels of productivity. But with so many powerful tools under the hood, where should you focus?
At Infocenter, we work with clients every day to help them navigate this rapidly evolving landscape. Below, we break down the Top 5 AI-powered features in ServiceNow you should be leveraging in 2025—and why these tools are essential for staying competitive in the AI-driven era.
🔍 1. Predictive Intelligence
Smarter, Faster Decision-Making
What it is:
Predictive Intelligence uses machine learning models to analyze historical data and make intelligent suggestions or automations—like routing incidents to the right group or recommending knowledge articles.
Why it matters:
Manual triage slows teams down. Predictive Intelligence can drastically reduce time-to-resolution, increase accuracy, and allow your staff to focus on higher-value tasks. It also learns and improves over time, giving you a powerful engine for continuous improvement.
🤖 2. Virtual Agent:
Always-On Support
What it is:
The Virtual Agent is ServiceNow’s AI-powered chatbot, capable of handling common user requests 24/7 across IT, HR, Facilities, and more.
Why it matters:
Users today expect immediate answers. The Virtual Agent provides instant, conversational support—reducing ticket volume and improving user satisfaction. With generative AI enhancements in 2025, it can now understand context better than ever and handle more complex queries.
🤝 3. Now Assist:
GenAI Where You Need It
What it is:
Now Assist is ServiceNow’s generative AI experience, seamlessly integrated into workflows across ITSM, CSM, HRSD, and more. It helps generate summaries, suggest next actions, or even auto-create content like knowledge base articles.
Why it matters:
Speed is crucial—and Now Assist empowers agents and employees to work faster without sacrificing quality. Whether you’re resolving an incident or writing up post-resolution documentation, Now Assist enhances productivity.
📊 4. Performance Analytics:
Data-Driven Decisions
What it is:
Performance Analytics brings AI into your reporting, enabling real-time visibility, forecasting, and trend analysis across any workflow in ServiceNow.
Why it matters:
Having dashboards is great. But knowing what to do next is better. Performance Analytics gives leaders the insights they need to proactively improve service levels, resource allocation, and strategic planning.
🧠 5. Auto Classification:
Intelligent Ticket Management
What it is:
Auto Classification uses AI to automatically categorize, assign, and prioritize incoming records—such as incidents, cases, or requests.
Why it matters:
Misrouted or poorly classified tickets slow down resolution times and frustrate users. Auto Classification ensures tickets get to the right team, with the right urgency, from the start.
💼 Partnering with Infocenter: Make AI Work For You
Leveraging AI in organizations is no longer optional—it’s crucial. But realizing the full value of these features takes more than just turning them on. You need a strategy, governance, and tailored implementation that fits your unique business needs.
That’s where Infocenter comes in.
As a leading ServiceNow Elite Partner, Infocenter helps organizations like yours design, implement, and optimize AI-powered solutions across the Now Platform. From strategy engagements and roadmap planning to managed services and continuous innovation, we’re your long-term partner in success.
Ready to unlock the power of AI in ServiceNow?
Let’s build your smarter future—together.
Learn more about how Infocenter can elevate your AI journey with ServiceNow at Infocenter.io
