ServiceNow is expanding its generative AI offering Now Assist with new functions
ServiceNow is launching a significant expansion of its generative AI portfolio, Now Assist, with new capabilities to transform experiences and increase productivity. Available to all customers today, Now Assist in Virtual Agent, Flow Generation and Now Assist for Field Service Management (FSM) are GenAI’s latest powerful solutions to integrate with the ServiceNow platform. These three solutions expand ServiceNow’s portfolio of practical generative AI applications that help customers transform the way they work.
Gartner® predicts that “$3 trillion will be spent on AI between 2023 and 2027” and “generative AI will account for 36% of total AI spending.” As companies across industries begin adopting generative AI, ServiceNow customers are already seeing savings, growth, and improvements in efficiency and productivity across their organization. Now Assist accelerates customers’ digital transformation through efficient implementations and rapid ROI.
Accelerate end-to-end digital transformation with natural language interfaces on a single, intelligent platform.
Now Assist in Virtual Agent, Flow Generation and Now Assist in Field Service Management (FSM) are immediate productivity multipliers for customers by reducing the time spent searching, summarizing and creating essential information while enabling self-talk support, incident redirection and workflow automation.
• Now Assist in Virtual Agent helps organizations create and deploy advanced generative AI chat experiences in 15 minutes or less with advanced guided configuration capabilities. Customers and employees can now resolve issues and get what they need quickly, while businesses can increase call redirection rates. It delivers better self-service with a conversational experience powered by generative AI that extracts the most relevant information or actions from a customer’s knowledge base and service catalog. New updates to Now Assist in Virtual Agent include knowledge management Q&As and multi-turn conversations for ordering catalog items or making service requests, with the ability to provide additional information directly in cat. Just like in everyday communications, these updates enable conversational experiences for employees and customers for faster, more relevant self-service.
• Flow generation accelerates workflow development on the Now platform by helping administrators and developers create workflow plans for rapid development at scale. It transforms plain text into a low-code workflow, eliminating the need for developers to build workflow automation from scratch, improving business value and reducing automation backlog. Once the initial workflow is set up, developers can easily make ongoing adjustments and improvements using the no-code design interface in App Engine.
• Now Assist for Field Service Management (FSM) helps field service teams deliver more efficient, proactive experiences while increasing productivity with generative AI. The new solution uses generative AI to access all occurring activities, parts and data and summarize work order tasks. This is critical for field technicians who move from site to site and rely on mobile devices to complete their most important tasks. By simplifying the work order process, Now Assist for FSM improves technician and customer experience, as well as documentation, compliance and consistency.
As previously announced, leading companies and innovative organizations are early adopters of Now Assist, including CBRE, Deloitte, Teleperformance and a US government agency. NVIDIA is also a ServiceNow customer and technology partner.
AI at the heart of the Now platform
ServiceNow’s generative AI strategy provides customers with broad and secure Large Language Model (LLM) support, either through general LLMs or through ServiceNow-developed models. Generalist LLMs offer customers flexibility and currently include access to the Microsoft Azure OpenAI LLM service and the OpenAI API. ServiceNow’s dedicated LLM, called Now LLM, is specifically designed for ServiceNow workflows, use cases and processes. ServiceNow’s Now LLM provides customers with secure, responsibly sourced LLM support that enables an excellent user experience while ensuring high levels of transparency, governance and data security.
ServiceNow is at the forefront of providing customers with secure, ready-to-use, enterprise-scale generative AI solutions and seamlessly connecting them to workflows, unlocking the value of the Now platform and enabling customers to achieve value even faster. In the recently launched version of the Now platform called Vancouver, ServiceNow has integrated generative AI into all workflows on the Now platform with the introduction of Now Assist for IT Service Management (ITSM), Now Assist for Customer Service Management (CSM) and Now Assist for HR Service Delivery (HRSD) and Now Assist for Creator.
With additional capabilities announced today, ServiceNow’s intelligent platform can accelerate digital transformation by providing a natural language GenAI interface that seamlessly connects to the service catalog, simplifying access to desired information and actions, and increasing the speed of execution across organizations elevated.
– Availability
The new solutions announced today are available in the ServiceNow Store.