Bearing - Physical Security AI Support transforms how employees request physical security services by replacing static forms with an intelligent conversational experience powered by Now Assist.

Who It's For:

Physical security teams, security operations centers (SOCs), facility managers, and employees who need to request badges, access levels, executive protection, and other physical security services.

Business Problems Solved:

Organizations struggle with manual, time-consuming physical security request processes that lead to low productivity, inconsistent data capture, and frustrated employees. Static forms force users to navigate complex fields and dropdown menus, often resulting in incomplete or incorrect requests. Security teams waste valuable time clarifying ambiguous requests and correcting data entry errors, delaying critical services like badge provisioning and access management.

Value Delivered:

Bearing AI reduces request submission time by enabling natural language interactions—employees simply describe what they need (e.g., "I need a new access badge for Jane starting tomorrow") and the AI assistant guides them through the process. This results in faster time-to-fulfillment, improved data accuracy, reduced back-and-forth communication, and higher employee satisfaction. Security teams can focus on strategic initiatives rather than administrative overhead.

Key Capabilities:

The AI assistant leverages ServiceNow's Now Assist (LLM) engine to understand user intent, intelligently map natural language to catalog items, ask clarifying questions, and automatically create physical security requests. All existing Bearing record producers—including badge access requests, executive travel security, event security, and more—are accessible through conversational chat on the Employee Service Center portal.

- Conversational AI Assistant: Natural language interface using Now Assist (LLM) for all physical security service requests
- Intelligent Request Routing: Automatically identifies the correct record producer based on user intent and contextual conversation
- LLM Slot Filling: AI extracts request details from natural conversation and maps to appropriate fields without requiring form navigation
- Knowledge Search Integration: Provides instant answers to physical security questions using Bearing knowledge base articles
- Catalog Item Synonym Detection: Recognizes multiple phrases for services (e.g., "lost badge," "access card," "badge request")
- Employee Service Center Integration: Seamlessly embedded chat experience on ESC portal with branded greetings and error handling