User Guide: Now Assist + Record Producers (Bearing AI)

User Guide: Now Assist + Record Producers (Bearing AI) 

Release: 1.4.0

Overview 

Bearing AI transforms the way employees submit physical security requests. Instead of navigating and filling out complex forms, users can simply describe their need in natural language through a chat interface powered by ServiceNow's Now Assist. The AI understands what is needed, asks guided follow-up questions, and creates the appropriate security request automatically. 

Key capabilities: 

• Natural language understanding - describe your need in plain language 

• Smart synonym recognition (e.g., "lost my phone" maps to "Lost/Stolen Company Device") 

• Typo tolerance - works even with spelling mistakes 

• Guided question flow to collect required details 

• Available from the bottom-right corner of the Employee Service Center (ESC) portal 

For Employees: How to Use Bearing AI 

Step 1: Access the Employee Service Center (ESC) 

1. Log in to ServiceNow 

1. Navigate to the Employee Service Center portal (or go to /esc) 

Step 2: Open the Chat Interface 

1. Click the Now Assist icon (chat bubble) in the bottom-right corner of the screen 

1. The chat window opens with a greeting: 

"Hello! I'm Bearing AI, your Physical Security assistant. How can I help you today?" 

The window can be used in normal overlay mode, expanded to full screen, or minimized. 

Step 3: Describe Your Request 

Type your need in plain language. You do not need to know the exact form or catalog item name. 

Examples of what to type: 

• "I lost my phone" 

• "I need a visitor badge for tomorrow" 

• "There is a suspicious package near the entrance" 

• "I need access to the server room" 

• "I lost my badge" 

Step 4: Confirm the Request Type 

The AI identifies the matching service and asks you to confirm: 

"I found a matching service: Lost/Stolen Company Device. Would you like to start this request?" 

Click "Start the Request" to proceed. 

Step 5: Answer Guided Questions 

The AI walks you through the required information conversationally. For example, for a lost device: 

• Who is this request for? (Yourself or someone else) 

• Was the device lost or stolen? 

• Which device? (Shows devices assigned to you) 

• When did it happen? 

• Any additional details? 

Answer each question by typing or selecting from the options provided. 

Step 6: Review and Submit 

The AI presents a summary of your request for review: 

"Please review your request: [summary of all details]" 

[Add Attachments] [Submit Request] [Make Changes] 

Click "Submit Request" to submit. 

Step 7: Receive Confirmation 

After submission, the AI confirms with a request number and a link to view your request: 

"✓ Your request has been submitted successfully! Request Number: INC0012345. You can view your request here: [INC0012345]" 

Quick-Start Prompts 

The portal page provides suggested prompts for common requests. Simply click one to start automatically: 

• "I lost my badge" 

• "Report a security concern" 

• "Request access for a visitor" 

• "I need to report an incident" 

• "Help with security training" 

Supported Request Types 

Bearing AI supports all standard physical security request types, including: 

• Security Requests
  • Badge Access Level
  • Request Badge for External Person / Guest / Visitor
  • Security Request
  • Register a Guest or Visitor
  • License Plate Recognition Enrollment
• Physical Security Incidents
  • Travel Security category: Travel Security Request
  • PSI - Workplace Violence category: Report a Threat
  • PSI - Investigation category: HR Request, Lost Badge Request
  • PSI - Event security category: Event Security Request
  • PSI - Employee Assistance category: Lost / Stolen Company Device