ServiceNow rolls out suite of tools backed by LLM to embed generative AI across all workflows on the Now Platform

ServiceNow, a leading digital workflow company, is expanding the Now Platform 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 help accelerate productivity, improve experiences, and increase agility for customers.

To power new features within Now Assist, the company is releasing a domain-specific ServiceNow large language model (Now LLM), built for the enterprise and optimized for productivity and data privacy.

“Organizations are seeking a trusted partner to help them navigate this dynamic and fast-moving era of intelligence,” said CJ Desai, president and chief operating officer, ServiceNow. “ServiceNow has thousands of customers already using the Now Platform to digitize and streamline processes across the enterprise. With our Vancouver release, we’re combining the power of the Now Platform with new generative AI features to bring AI-driven intelligence to every corner of the business, creating a catalyst for productivity and better enterprise experiences."

According to the company, Now Assist is woven into all processes and workflows to help optimize performance and is compliant with ServiceNow controls for ethical and responsible development and use.

Now Assist incorporates generative AI features such as case, incident, and agent chat summarization, virtual agent, and search capabilities 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, according to the company.

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. Summaries of incident history and live Virtual Agent interactions deliver complete answers instead of search results so agents can resolve issues and requests faster without needing to ask users to repeat themselves.

Now Assist for CSM streamlines the customer service process from beginning to end, leading to higher agent productivity, potential cost savings, and 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, according to the company.

Now Assist for HRSD 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.

Now Assist for Creator helps development teams create and scale apps more quickly on the Now Platform. Trained on code from ServiceNow engineering, results are designed to be higher quality and more scalable, and the data processed on the platform is more secure than with any other code generation technology.

Now Assist for Creator includes the general availability of text-to-code, which converts natural language text into high-quality code suggestions, and in some cases complete code. Text-to-code helps ensure every corner of the enterprise can create seamless coding experiences that can deliver fast development and increased productivity.

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 Now 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 high levels of transparency and governance, according to the company.

For more information about this news, visit www.servicenow.com.