18 September 2024, Wed |
12:41 AM
ServiceNow has launched its most comprehensive AI update yet with the Now Platform Xanadu release, introducing a range of new features designed to boost enterprise productivity. This update includes hundreds of new AI capabilities, expanded partnerships, and innovative industry solutions, including the debut of ServiceNow AI Agents.
Jon Sigler, Senior Vice President of Platform and AI at ServiceNow, highlights the significance of the release: “Our customers are eager to leverage AI to drive more productivity, personalization, and value. The Xanadu release marks a major advancement in our GenAI roadmap, providing a complete, end-to-end platform experience that enables enterprises to harness GenAI’s potential and achieve outstanding business results.”
The Xanadu release features the integration of Agentic AI into the ServiceNow platform, aimed at providing continuous productivity across multiple domains such as IT, customer service, procurement, HR, and software development. This innovation enhances AI agents’ capabilities from simple prompts to deep contextual understanding, ensuring robust oversight and governance. Starting in November, AI Agents for Customer Service Management (CSM) and IT Service Management (ITSM) will help reduce resolution times and increase live agent productivity.
ServiceNow is also expanding its Now Assist suite to address critical enterprise functions. Now Assist for Security Operations (SecOps) speeds up response times and threat containment through AI-driven incident summaries and interactive Q&A. Now Assist for Sourcing and Procurement Operations streamlines the procurement process with conversational prompts, improving compliance and accuracy.
The Xanadu release enhances customer agility and employee productivity with features such as the Now Assist Skill Kit, which allows for the creation of custom GenAI skills tailored to specific business needs. Data Visualization Generation facilitates quick insights from data using natural language prompts, while LLM-based Proactive Prompts help manage tasks effectively through AI-enabled reminders.
In addition, ServiceNow’s expanded partnership with Microsoft now integrates Copilot for Microsoft 365 with ServiceNow’s AI workflows, enhancing employee productivity and connectivity. The release also includes new solutions for Telecom, Media, and Technology, Financial Services Operations, and Public Sector Digital Services, designed to improve issue resolution and customer experiences. Retail Operations and Retail Service Management solutions are also introduced to streamline in-store and online retail processes.
The platform innovations in the Xanadu release feature an Integrated Development Environment (IDE) that accelerates app development and Guided Self-Service in Employee Center for quick, accurate answers across IT and HR departments. Data enhancements with the new RaptorDB Pro database promise up to 53% faster transaction times and 27X faster report generation, supporting more users and workflows with improved performance.
