Technicians, service engineers, field ops managers — and their end customers
Office & knowledge workers
General users & developers
IT service desks & enterprise ops
Integration hub — stack-agnostic; acts as glue across ERPs, CMMS, DMS, IoT and field tools
Locked to M365 stack — internal use only
Standalone point solution — custom dev needed for any external deployment
Strong ITSM platform but heavy, complex, and slow to customize for field service
Technical documentation
Unique
PDFs, manuals, SOPs, images, spreadsheets, videos
Indexes entire documentation bases — thousands of manuals, datasheets & procedures — and retrieves the right answer fast, every time
SharePoint search available but AI answers are not grounded in docs
File uploads possible but limited context window; not designed for large doc bases
Knowledge base exists but designed for IT articles, not OEM manuals or schematics
Technical doc specialization
Built for OEM manuals, schematics, service procedures & field reports — understands industrial document structure
Generic LLM — no understanding of P&IDs or service manuals
Custom GPTs possible but require significant manual setup
Now Assist can summarize tickets but has no understanding of technical documentation
Knowledge capture & update
Interviews, service reports, live documentation
Interview staff, generate service reports, and keep documentation up to date with live conversations — via voice or chat
AI voice agent
Dedicated phone line backed by AI
Dedicated phone number backed by an AI agent — technicians call to troubleshoot issues, file reports, and query the knowledge base hands-free
Basic voice via Teams; not designed for field use or technical workflows
Voice mode available; general purpose — not adapted to industrial reporting
Virtual Agent handles chat; no voice interface for field operations
Connected workflows
ERP, CRM, accounting — automated actions
Connects directly to Microsoft Dynamics, Zoho, e-conomic and more — auto-create invoices after a job, draft customer responses, trigger follow-up actions
Office automation (emails, docs, meetings); no industrial workflow templates
Requires custom dev for any specific workflow
Strong ITSM workflow engine; designed for IT ops, not field service operations
SAP · Microsoft 365 · Dynamics · Zoho · e-conomic · CMMS platforms · custom ERP/DMS — built to connect, not replace
Deep M365 & Azure; limited outside Microsoft ecosystem
Wide API; no pre-built industrial ERP connectors
IntegrationHub with SAP & ERP connectors; enterprise pricing for each
Customer portal
Unique
Branded self-serve AI for end customers
Deploy a branded customer-facing AI portal scoped to curated documents — customers get self-serve support without accessing internal knowledge
Not available — internal employee tool only
Possible via API — requires significant custom dev; no doc scoping or access control
Customer Service Management portal exists but scoped to tickets, not technical product docs
Data used to train public models
Never — zero training on customer data, guaranteed
Varies by tier — risk on lower tiers; enterprise opt-out required
Default tiers train on conversations; Enterprise opt-out required
Enterprise policy — no training on customer data; Now Assist uses partner LLMs
Low — EU-hosted SaaS by default; on-premise license available for full data isolation
Microsoft cloud; US jurisdiction by default
Proprietary docs exposed to US-based servers without Enterprise
Enterprise-hosted; data residency options exist but US-default
Data residency & deployment
EU-hosted by default · Or on-premise license available · GDPR-native
EU residency available; no on-premise option
US-hosted by default; no EU residency on standard plans
EU hosting available; no on-premise or air-gapped option
