ServiceNow Embeds Generative AI Across All Workflows

ServiceNow, the prominent digital workflow company, has introduced a significant expansion of its Now Platform, unveiling the Now Assist family of solutions within the Vancouver release. This innovative release, which encompasses Now Assist for IT Service Management (ITSM), Customer Service Management (CSM), HR Service Delivery (HRSD), and Creator, integrates the capabilities of generative AI into all workflows on the Now Platform. The aim is to boost productivity, enhance user experiences, and improve agility for customers. To power these new features, ServiceNow has developed a domain-specific large language model (LLM) known as Now LLM, tailored for enterprise use and optimized for productivity and data privacy.

According to Goldman Sachs, generative AI is expected to significantly enhance human productivity, potentially adding nearly $7 trillion to the global GDP over the next decade. The Now Platform operationalizes generative AI, enabling growth and cost reduction for all customers across various business functions while maintaining enterprise-grade AI for digital trust and privacy. Now Assist is seamlessly integrated into all processes and workflows, optimizing performance and adhering to ethical and responsible development practices outlined by ServiceNow.

Now Assist encompasses generative AI features, such as case and incident summarization, virtual agent, and search functionalities, which can be applied to a wide array of scenarios and functions. This versatile approach empowers employees, agents, and developers to harness the potential of generative AI across different departments swiftly and effortlessly.

– Now Assist for ITSM empowers enterprise IT leaders to enhance agent productivity and the employee experience by providing faster incident resolutions. It includes features like incident history summaries and live Virtual Agent interactions designed to deliver comprehensive answers promptly.

– Now Assist for CSM streamlines the entire customer service process, leading to increased agent productivity, potential cost savings, and an improved customer experience. It achieves this by rapidly generating summaries for cases and chats, reducing manual work and enabling faster issue resolution.

– Now Assist for HR boosts HR leaders’ productivity and operational efficiency by reducing redundant manual tasks and providing employees with quick answers. HR managers benefit from instant summaries of case topics, chat history, and resolution notes, streamlining problem-solving processes.

– Now Assist for Creator empowers development teams to create and scale apps more efficiently on the Now Platform. This includes text-to-code functionality, converting natural language text into high-quality code suggestions, ensuring seamless coding experiences and increased productivity.

ServiceNow’s generative AI strategy offers customers robust and secure LLM support, including both general-purpose LLMs and domain-specific LLMs tailored to ServiceNow’s workflows and use cases. These domain-specific models ensure an excellent end-user experience, faster time-to-market, and enhanced transparency and governance.

The generative AI features within Now Assist for Search are powered by a ServiceNow fine-tuned LLM based on the NVIDIA NeMo framework and served using NVIDIA Triton Inference Server software, resulting from the partnership between ServiceNow and NVIDIA announced in May.

ServiceNow has also introduced generative AI pricing packages, providing customers with flexible and straightforward pricing models based on value. These packages make it easy for customers to get started with Now Assist.

All generative AI innovations are part of ServiceNow’s Now Platform Vancouver release and will be available in the ServiceNow Store on September 29th.

In addition to these generative AI advancements, the Now Platform Vancouver release includes enhancements in security and governance, simplification of critical processes in healthcare and finance, and the acceleration of talent transformation through AI. Key highlights include:

– ServiceNow Zero Trust Access, a feature in ServiceNow Vault, which aids in building a zero trust framework for the Now Platform with granular authentication policies.

– ServiceNow’s Clinical Device Management (CDM) solution simplifies the management of healthcare devices, improving patient safety and care while reducing maintenance costs.

– The Employee Growth and Development (EGD) solution, powered by AI, collects and updates employee skills data, providing leaders with valuable insights into workforce capabilities to make informed talent decisions.