ServiceNow launches Now Assist for ITSM, CSM, HRSD, and Creator to embed generative AI across all workflows on the Now Platform

ServiceNow has announced a major Now Platform expansion with the Now Assist family of solutions. Available in the Now Platform Vancouver release, Now Assist for IT Service Management (ITSM), Customer Service Management (CSM), HR Service Delivery (HRSD), and Creator embed the power of generative AI across all workflows on the Now Platform to accelerate productivity, improve experiences, and increase agility for customers. New features within Now Assist are powered by a domain specific ServiceNow large language model (Now LLM), built for the enterprise and optimized for accuracy and data privacy.

Delivering enterprise-grade generative AI across every workflow

According to Goldman Sachs, generative AI will lift human productivity, adding ~$7 trillion to global GDP in the next decade1. The Now Platform operationalizes generative AI to drive growth and reduce costs for every customer across every business function with enterprise-grade AI supported by the highest levels of digital trust and privacy. Now Assist is woven into all processes and workflows to optimize performance and is fully compliant with all ServiceNow controls for ethical and responsible development and use.

All aspects of Now Assist incorporate generative AI features, such as case, incident, and agent chat summarization, virtual agent, and search, that can be applied to a broad range of scenarios and functions, so every persona from employees to agents to developers can harness the power of generative AI. This foundational approach allows enterprises to bring the power of generative AI to any department and expand to other parts of the business quickly and easily.

  • Now Assist for ITSM empowers enterprise IT leaders to take control of their IT experience, dramatically improving agent productivity and the employee experience with faster resolutions. With summaries of incident history and live Virtual Agent interaction designed to deliver complete answers instead of search results, agents can resolve issues and requests faster without needing to ask users to repeat themselves. Now Assist for ITSM can also create contextual summaries of incidents and resolution notes, which helps organizations implement incident management best practices and resolve more incidents in less time.
  • Now Assist for CSM streamlines the customer service process from beginning to end, leading to higher agent productivity, cost savings, and an improved customer experience. By rapidly generating summaries for cases and chats, Now Assist for CSM reduces manual work and allows agents to resolve customer issues faster. Customers also benefit from an improved self-service experience, with access to resources that help them find answers fast, leading to higher case deflection and cost reduction.
  • Now Assist for HR helps HR leaders drive productivity and operational efficiency, reduces redundant, manual tasks for HR teams, and gets employees the answers they need quickly with little disruption to their day. HR managers can handle issues from payroll discrepancies to paperwork changes without needing to sift through loads of information by reviewing instant summaries of case topics, previous history from live chat and Virtual Agent interactions, as well as previous resolutions and actions taken. This gives HR teams the context they need to solve problems quickly and confidently.
  • Now Assist for Creator helps development teams create and scale apps more quickly on the Now Platform. Now Assist for Creator includes the general availability of text-to-code, which converts natural language text prompts into executable code for the ServiceNow Platform. Additionally, code completion allows developers to start typing a line of code and quickly see code completion recommendations. Now Assist for Creator is trained on code from ServiceNow engineering, so it provides code that is higher quality, more scalable, and more secure than any other code generation technology.

AI embedded in the DNA of the Now Platform

ServiceNow’s generative AI strategy provides customers with broad and secure LLM support, through either general purpose LLMs or ServiceNow-developed models. General-purpose LLMs provide customer flexibility and currently include access to Microsoft Azure OpenAI Service LLM and OpenAI API. Built into the ServiceNow platform, domain-specific LLMs are designed specifically for ServiceNow’s workflows, use cases, and processes, and are tailored to agents, employees, customers, and IT administrators who use ServiceNow. This allows for an excellent end-user experience, unprecedented time-to-market, and the highest levels of transparency and governance.

For example, 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, both part of the NVIDIA AI Enterprise software platform. These features bring to market new capabilities built from the ServiceNow and NVIDIA partnership announced in May.

Pricing and availabilityWith the launch of Now Assist, ServiceNow also rolled out its generative AI pricing packages. These new SKUs allow customers to get started with Now Assist quickly and easily through pricing models built on a number of factors including value, flexibility, and simplicity. Details about generative AI pricing can be found here.All generative AI innovations announced today are part of ServiceNow’s Now Platform Vancouver release and will be generally available in the ServiceNow Store on Sept. 29 to all customers. Information about additional Vancouver innovations can be found here.

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