Vbrick + Now Assist: Living, Searchable Video in ServiceNow’s AI
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Your video library may be the most valuable data asset your organization isn’t fully leveraging. Every recording—whether a town hall, training session, product demo, or customer interaction—contains rich, contextual knowledge that often goes untapped. When harnessed effectively, video can serve as a powerful source of intelligence that fuels AI agents, automates workflows, and accelerates decision-making across the enterprise.
Vbrick’s next-generation ServiceNow integration makes this possible by enabling organizations to use the video assets stored in Vbrick as a dynamic data layer for generative AI workflows inside ServiceNow Now Assist. Instead of video simply being a passive medium, the integration transforms it into actionable insight, operational context, and reusable intelligence that can drive faster resolutions, greater self-service, higher productivity, and more intuitive employee experiences.
ServiceNow Now Assist blends generative AI with advanced workflow automation to improve productivity, enhance search, recommend actions, and provide high-quality answers. With the Vbrick integration in place, these capabilities expand dramatically. Now Assist can pull knowledge directly from video content to enrich the responses it generates, return relevant video clips within search results, enhance Virtual Agent interactions with links to authoritative video sources, and highlight expert insights from video content within Agent Workspace or any other workflow. Organizations can even create custom Now Assist skills that draw directly from video-based knowledge.
Inside Employee Center Pro, the integration powers AI-enhanced search that includes relevant video results, complete with natural-language responses that reference specific video segments alongside traditional documentation. Advanced capabilities—such as transcript-level search, automatic chaptering, and the Vbrick Video Assistant—allow employees to ask natural-language questions about video content and receive precise answers. Virtual Agents equipped with Vbrick-powered search and knowledge retrieval can resolve issues before they become cases, driving meaningful improvements in self-service.
Beyond support scenarios, the combined platform unlocks powerful applications across HR, field service, sales, and IT service management. Organizations can use video data for sentiment analysis, automated sales call summaries, expert-to-expert knowledge transfer, and other high-value AI-powered use cases. Throughout every workflow, enterprise-grade security and governance ensure that only the right users access the right content.
By turning unstructured video into a searchable, intelligent knowledge base, the Vbrick + ServiceNow integration helps organizations uncover the hidden value in their video content—fueling smarter processes, more efficient workflows, and better experiences across the enterprise.
