ServiceNow, a major player in information technology workflow management, announced today an expansion of its Now Assist family of generative artificial intelligence agents.
The new additions, including Now Assist in Virtual Agent, flow generation, and Now Assist for Field Service Management, are now accessible to all customers through the ServiceNow Store. These enhancements aim to reduce the time employees spend searching, summarizing, and creating basic information, providing an immediate boost to productivity.
ServiceNow’s cloud platform is widely used by IT and human resources teams to handle day-to-day tasks, such as addressing employee support requests and managing cybersecurity risks. The platform’s applications extend beyond IT, reaching areas like customer service ticket processing.
In recent months, ServiceNow has been actively incorporating new generative AI capabilities across its product portfolio, particularly focusing on the Now Assist family of AI agents.
These agents are integrated with various modules, including IT Service Management, Customer Services Management, Human Resources Services Delivery, and Workflow Creator, prioritizing accuracy and data privacy.
The introduction of Now Assist in Virtual Agent allows ServiceNow customers to create and deploy generative AI chat experiences quickly, leveraging enhanced guided setup capabilities.
This enables the creation of customer and employee service agents offering superior conversational experiences, pulling the latest information from internal knowledge bases or service catalogs.
The Flow generation tool, a new addition, assists administrators and developers in creating workflow blueprints for faster development at scale. It converts plain text into low-code workflows, eliminating the need for manual flow automation creation.
Developers can then make continuous adjustments and refinements using a no-code design interface in the ServiceNow App Engine, expediting automation rollouts.
Now Assist for Field Service Management focuses on simplifying the work order process by using generative AI to summarize work order tasks based on all activities and incidental data. This is particularly beneficial for field technicians relying on mobile devices as they move between sites to complete their work.
While it may seem that ServiceNow is joining the generative AI trend, the company emphasizes that it has invested several years in developing and integrating AI into its platform. Instead of relying on existing generative AI models, ServiceNow has built its own domain-specific Now large language model.
Trained on its workflows and data, this model is customized to perform specific tasks within the platform, ensuring a better user experience, transparency, and superior governance and data security.
ServiceNow President and Chief Operating Officer CJ Desai highlighted the role of AI in achieving faster execution and smarter decision-making, positioning ServiceNow at the forefront by intelligently integrating generative AI into the core of the Now Platform.
This integration allows organizations to harness AI securely and confidently for accelerated business value.
Leave a Reply