The latest features are improving Now assist GenAI experiences for IT Operations Management (ITOM) AIOps, and now assist in Virtual Agent enhancements.
ServiceNow, a prominent digital workflow company, has bolstered its leadership in generative AI (GenAI) with the introduction of new capabilities in its latest platform release in Washington, D.C. These enhancements elevate the Now Assist GenAI experiences, embedding responsible and intelligent automation directly into the ServiceNow platform. Now available, the updated features include Now Assist for IT Operations Management (ITOM) AIOps, enhancements to Now Assist in Virtual Agent, and the introduction of ServiceNow Impact AI Accelerators. These advancements signify ServiceNow’s commitment to innovation in AI, aiming to enhance productivity and expedite value realization from AI investments.
As per the IDC report, enterprises worldwide invested a staggering $16 billion in generative AI in 2023, with projections indicating an increase to over $143 billion within the next three years. This surge in investment underscores the growing recognition of the value of generative AI across various industries. With the launch of ServiceNow’s Washington, D.C. release, organizations can access expanded solutions designed to streamline operations and facilitate quicker deployment. This release empowers enterprises to implement generative AI solutions seamlessly across different departments, thereby unlocking potential returns on investment, all within a unified platform.
“The partnership between human intelligence and artificial intelligence enables a new level of simplicity to drive better business outcomes. However, CEOs have a difficult challenge. They know they must invest in generative AI to realize its true potential, but they can’t sacrifice proper privacy and governance while they move quickly. ServiceNow leads the industry with secure, responsible generative AI solutions, all on a single platform for end‑to‑end business transformation. With the latest innovations in the Washington, D.C. release, we are bringing generative AI to new use cases and personas so we can multiply its impact for every industry.” – Jon Sigler, senior vice president of Platform at ServiceNow
Maximizing Generative AI Impact Across Enterprises
ServiceNow is dedicated to enhancing its expansive generative AI portfolio to enable enterprises to leverage the power of generative AI across all departments, facilitating swift scalability and increased value from AI investments. Introducing new features such as Now Assist for ITOM AIOps, enhancements to Now Assist in Virtual Agent, and including new GenAI Accelerators in ServiceNow Impact aims to simplify intelligent automation experiences and enhance productivity through a unified interface for comprehensive workflow automation.
Now Assist for ITOM AIOps amplifies ServiceNow’s market-leading ITOM AIOps solution by leveraging generative AI to expedite issue resolution. By analyzing alerts and providing crucial context for operators, Now Assist for ITOM AIOps translates complex, machine-generated alerts into simple, natural language, empowering operations teams to understand, prevent, and resolve issues more efficiently. Utilizing a domain-specific ServiceNow large language model (Now LLM), Now Assist for ITOM AIOps is optimized for productivity and data security to safeguard enterprise operations data.
The enhancements to Now Assist in Virtual Agent build upon ServiceNow’s generative AI capabilities, which were introduced in June 2023.
- Integrating AI Search and Service Catalog Items with generative AI chat skills, this feature accelerates issue resolution and increases case deflection from live agents through a conversational, self-service experience.
- The introduction of the new generative AI-enabled Virtual Agent Designer and integrated dynamic translation streamlines solution development, enabling creators to drive higher levels of automation in Virtual Agent with quick setup and engaging self-service experiences.
Virtual Agent Designer leverages generative AI to swiftly construct custom conversational automation, enhancing self-service and service delivery. Its intelligence addresses variations in communication styles, ensuring a seamless and engaging self-service experience. Dynamic translation detects text input languages and responds in the same language in real time, facilitating simple and seamless localization.
ServiceNow Impact AI Accelerators, integrated into ServiceNow Impact, provides a unique value acceleration solution to expedite time-to-value with ServiceNow investments. These new accelerators enable platform owners to adopt ServiceNow generative AI experiences swiftly, align investments with business objectives, and monitor the value gained from generative AI for faster ROI. Supported by ServiceNow expert assistance, demos, and training, the accelerators offer additional expertise and guidance on generative AI, task intelligence, predictive intelligence, and natural language understanding.
Advancing Generative AI Innovation on the Now Platform
ServiceNow leads Generative AI (GenAI) with innovative research and purpose-built AI solutions. Since 2017, the ServiceNow Research team has published over 70 studies on Generative AI and Large Language Models (LLMs). Collaborating closely across ServiceNow, they expand the portfolio of use cases, innovations, and LLMs, prioritizing responsible, secure, and ethical use.
This commitment manifests in ServiceNow’s strategy to utilize the Now LLM, which is optimized for speed, cost, accuracy, and security. Through an expanded partnership with NVIDIA, ServiceNow leverages the latest NVIDIA NIM inference microservices to develop and deploy LLMs efficiently, enabling customers to scale Generative AI across new use cases and expedite ROI.
Internally, ServiceNow implements over 20 Now Assist use cases, driving significant cost savings annually. Now Assist for IT Service Management (ITSM) reduces incident resolution time by 50% through AI-generated case resolution notes.
ServiceNow prioritizes responsible AI development, collaborating with partners such as Hugging Face and NVIDIA to embrace open-source software for responsibly sourced AI models. ServiceNow, Hugging Face, and NVIDIA introduced StarCoder2, which is trained on 600+ programming languages and unlocks powerful enterprise Generative AI applications.
Also Read: ServiceNow, Hugging Face, NVIDIA Unveil Open-Access LLMs for Enterprise AI Development
Customer and Partner Testimonials on ServiceNow’s Washington, D.C. Release
EY: Paul Webb, EY’s global ServiceNow leader, highlights the value of ServiceNow’s Now Assist generative AI capabilities in enhancing experiences for EY teams and clients. Webb expresses anticipation for the Washington, D.C. release updates to empower EY personnel further and enhance client work quality.
ANSR Global: Lalit Ahuja, CEO of ANSR, underscores the significance of ServiceNow’s Washington, D.C. release in revolutionizing business outcomes. With ANSR re-platforming its GCC Superapp on the Now Platform, Ahuja emphasizes the expanded generative AI capabilities that will drive speed and productivity for prominent Fortune 500 enterprises.
Davies: Darrell Burnell, Davies’ group head of technology, expresses excitement about exploring the new capabilities of Now Assist for ITSM. Burnell anticipates increased team productivity through ServiceNow Impact and the generative AI Accelerator, which are tailored to Davies’ business needs.
HCLTech: Rakshit Ghura, senior vice president of HCLTech, discusses the partnership with ServiceNow to enhance the adoption of generative AI-led solutions. Ghura emphasizes the significance of the new generative AI-powered features in ServiceNow’s Washington, D.C. release, facilitating efficient deployment and quicker returns on client investments.
FAQs
1. What is generative AI, and how does ServiceNow utilize it?
Generative AI refers to AI systems that create new content, such as images, text, or sounds, based on patterns learned from existing data. ServiceNow integrates generative AI into its platform to provide intelligent automation solutions that enhance productivity and efficiency across various business processes.
2. What are the key features of ServiceNow’s Washington, D.C. platform release?
The Washington, D.C. platform release introduces new capabilities in ServiceNow’s generative AI (GenAI) portfolio, including Now Assist for IT Operations Management (ITOM) AIOps, enhancements to Now Assist in Virtual Agent, and ServiceNow Impact AI Accelerators. These features streamline intelligent automation experiences and boost productivity.
3. How does Now Assist for ITOM AIOps improve IT operations management?
Now Assist for ITOM AIOps accelerates issue resolution by leveraging generative AI to analyze alerts and provide critical context to operators. It translates complex machine-generated alerts into simple natural language, empowering operations teams to understand better, prevent, and resolve issues faster.
4. What enhancements have been made to Now Assist in Virtual Agent?
The Virtual Agent enhancements combine AI Search and Service Catalog Items with generative AI chat skills to speed up issue resolution and increase case deflection from live agents. Additionally, new features like Virtual Agent Designer and dynamic translation enrich the development process, making it quicker and easier to create AI-powered conversations.
5. What are ServiceNow Impact AI Accelerators, and how do they benefit organizations?
ServiceNow Impact AI Accelerators are part of a value acceleration solution designed to help organizations maximize the value of their ServiceNow investments. These accelerators enable platform owners to adopt generative AI experiences quickly, align investments with business objectives, and track ROI, ultimately facilitating faster returns on investment.
6. How does ServiceNow prioritize responsible AI development?
ServiceNow is committed to responsible AI development and enablement. It collaborates with partners like Hugging Face and NVIDIA to develop responsibly sourced AI models. The company actively embraces open-source software and adheres to ethical guidelines to ensure AI technologies’ secure and ethical use.
7. What role does generative AI play in ServiceNow’s overall strategy?
Generative AI is integral to ServiceNow’s strategy of providing innovative, intelligent automation solutions that drive business transformation. By leveraging generative AI across its platform, ServiceNow empowers organizations to scale automation efforts, enhance productivity, and achieve better business outcomes.
8. How does ServiceNow support customer success with its generative AI solutions?
ServiceNow offers comprehensive support and expertise to help customers maximize the benefits of generative AI. This includes expert guidance, demos, and training sessions to facilitate adopting and deploying AI-powered solutions tailored to each organization’s unique needs.
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