At Knowledge 24, ServiceNow’s annual customer and partner event, the company showcased advanced AI avatars developed in collaboration with NVIDIA. These avatars, powered by NVIDIA’s Avatar Cloud Engine (ACE) for speech, large language models (LLM), and animation, were featured during the keynote by ServiceNow President and COO CJ Desai, with NVIDIA CEO Jensen Huang making a special appearance.
This innovative demo is part of a strategic collaboration between ServiceNow and NVIDIA to enhance workflow engagements across various organizations. Gartner® predicts that by 2026, 60% of GenAI solutions will be multimodal, up from just 1% in 2023.
The real-time interactive avatars, demonstrated using Now Assist, highlight a new communication option for Virtual Agent experiences, appealing to users who prefer visual interactions. These avatars utilize NVIDIA technology, including NVIDIA NIM microservices and ACE, all available through the NVIDIA AI Enterprise software platform.
ServiceNow’s Now Assist avatars aim to revolutionize customer and employee interactions in industries such as retail and travel, where personalized communication is key. The demo at Knowledge 24 exemplifies the potential for digital avatars to enhance service experiences, from customer inquiries to employee support.
In 2023, ServiceNow and NVIDIA partnered to develop enterprise-grade generative AI capabilities, utilizing NVIDIA’s infrastructure for custom LLMs tailored for the Now Platform. These capabilities have launched new GenAI use cases, improving productivity for IT operations, customer service teams, and employees.
“As AI becomes deeply ingrained in our everyday lives, customers and employees expect technology to intelligently learn and adapt to their individual work and communication styles,” said Desai. “We’re continuously expanding our collaboration with NVIDIA to explore new ways for people to interact with generative AI through Now Assist, to help ensure AI is a friendly, engaging, and empathetic experience for everyone, based on users’ preferences.”
“Customer service is essential to healthcare, financial services, telecommunications, and many other industries, making it one of the largest generative AI use cases,” said Manuvir Das, vice president of enterprise computing at NVIDIA. “ServiceNow is at the forefront of bringing generative AI to the world’s enterprises to support billions of hours of service requests, and our work together can help us identify new ways to interact with Now Assist so users quickly get the help they need.”
The avatars, powered by NVIDIA ACE, integrate advanced speech recognition, facial animation, and lifelike rendering technologies. This collaboration with ServiceNow exemplifies how AI can create more engaging and personalized experiences in various business functions, from HR to IT.
ServiceNow’s Now Assist, embedded across the Now Platform, enhances self-service for employees and customers, boosts agent and developer productivity, and provides actionable insights for faster success. The company’s commitment to responsible AI development is underscored by its involvement in the AI Alliance, promoting open, safe, and responsible AI globally.
By integrating NVIDIA’s cutting-edge AI technologies, ServiceNow is setting new standards for customer and employee engagement, driving forward the future of AI in enterprise applications.
