ServiceNow, the leading digital workflow company, has announced the expansion of its generative AI capabilities with the introduction of case summarization and text-to-code features. These advancements are specifically designed for the ServiceNow platform and aim to enhance speed, productivity, and overall value for their customers. By leveraging their proprietary large language models (LLMs), ServiceNow intends to alleviate repetitive tasks, improve efficiency, and streamline processes for businesses. Additionally, the company revealed its upcoming premium SKU offerings across IT Service Management (ITSM), Customer Service Management (CSM), and HR Service Delivery (HRSD), which will be available starting September as part of the Now Platform Vancouver release.
The new generative AI features, case summarization, and text-to-code are part of the Now Assist family, which includes various AI-driven functionalities integrated into the ServiceNow platform across different workflow offerings. Previous generative AI capabilities, like the Generative AI Controller enabling integration with Microsoft Azure OpenAI Service and OpenAI API LLMs, Now Assist for Search providing natural language responses, and Now Assist for Virtual Agent to optimize productivity, have already showcased significant productivity enhancements for customers during their early access phase.
CJ Desai, President, and Chief Operating Officer at ServiceNow expressed excitement about the potential of generative AI and its ability to transform the way businesses operate. The company aims to unlock enterprise productivity by delivering exceptional experiences and better outcomes for their customers.
Research from Valoir indicates that AI, when used effectively, can reduce employees’ work time by up to 40%.
Case summarization and text-to-code are expected to yield immediate productivity gains, streamlining processes and allowing employees to focus on problem-solving more efficiently.
ServiceNow’s case summarization and text-to-code capabilities are powered by proprietary LLMs that are specifically tailored to comprehend the Now Platform, workflows, automation use cases, and various processes. The text-to-code LLM was built on the specialized StarCoder LLM with 15 billion parameters, developed through the ServiceNow co-led, open BigCode initiative. This specialized LLM was trained and tuned using NVIDIA accelerated computing, including NVIDIA DGX Cloud, adhering to high performance, transparency, and responsible AI standards. Additionally, case summarization can leverage third-party LLMs from Microsoft Azure OpenAI Service and OpenAI API.
With case summarization, generative AI reads and distills information from various cases across IT, HR, and customer service domains, creating summary notes within seconds. This simplified process allows for quicker hand-offs between internal teams, increases productivity, and leads to streamlined resolutions for customers and employees. By freeing up time spent on manual processes, employees can focus on more complex assignments and projects.
Text-to-code provides a solution to repetitive and time-consuming coding tasks for developers. By writing natural language descriptions of the desired code, developers can rely on generative AI within the Now Platform to convert the text into high-quality code suggestions or even complete code. This feature enables faster development and increased productivity throughout the enterprise.
ServiceNow’s approach to commercialization includes hyperautomation technologies like process mining, low-code, AI, and machine learning, leading to significant growth in their ITSM Pro and CSM Pro offerings during the second quarter of 2023. Based on promising results from early pilots with customers and the company’s own use of generative AI capabilities, ServiceNow will introduce new premium SKU offerings across ITSM, CSM, and HRSD with the Vancouver platform release in September 2023.
The Now Platform, which automates workflows across an entire enterprise, facilitates seamless work experiences by connecting various departments, systems, and processes. Now Assist, ServiceNow’s generative AI experience, is built directly into the platform to enable intelligent automation, enhance productivity, and transform the user experience.
Other generative AI advancements within ServiceNow include partnerships with NVIDIA and Cognizant, collaboration with Hugging Face on the BigCode initiative, and the ServiceNow Generative AI Controller, serving as the foundation for all generative AI functionalities on the Now Platform. Now Assist for Search and Now Assist for Virtual Agent further demonstrate the company’s commitment to providing an intelligent end-to-end platform for digital transformation.
Case summarization and text-to-code are currently available to a limited set of customers, with plans to make both features, along with new premium SKUs, accessible to all customers in the upcoming Vancouver release in September 2023.
