ServiceNow launches major expansion to Now Assist generative AI portfolio with new capabilities to transform experiences and increase productivity
Now Assist in Virtual Agent, flow generation, and Now Assist for Field Service Management are the latest in powerful GenAI solutions to be embedded into the ServiceNow Platform
Features enhance ServiceNow’s broad portfolio of practical generative AI applications that are helping customers transform how they work
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Gartner® forecasts that “Between 2023 and 2027,
"Our customers are facing increasingly complex and competitive dynamics across industries and AI holds the key to enabling faster execution, smarter decision making, and greater business agility,” said CJ Desai, president and chief operating officer at
Accelerating end-to-end digital transformation with natural language interfaces on a single intelligent platform
Now Assist in Virtual Agent, flow generation, and Now Assist for FSM are immediate productivity multipliers for customers by reducing time spent searching, summarizing, and creating basic information while enabling conversational self-service, incident deflection, and workflow automation.
- Now Assist in Virtual Agent helps organizations create and deploy advanced generative AI chat experiences in 15 minutes or less with enhanced guided setup capabilities. Customers and employees can now solve issues and get what they need fast, while allowing organizations to increase call deflection rates. It provides better self-service with a generative AI-powered conversational experience that pulls in the most relevant information or actions from a customer's knowledge base and service catalog. New updates for Now Assist in Virtual Agent include Q&A in Knowledge Management and multi-turn conversations for ordering catalog items or making service requests, with the ability to provide additional information directly within the chat. Much like how people communicate in everyday life, these updates allow employees and customers to have conversational experiences for fast, more relevant self-service.
- Flow generation accelerates workflow development on the Now Platform by helping Admins and Developers generate workflow blueprints for fast development at scale. It converts plain text into low-code workflows so developers no longer need to build flow automations from scratch, improving the time-to-value for organizations and reducing the automation backlog. Once the initial workflow is established, developers can easily make continuous adjustments and refinements using the no-code design interface in App Engine.
- Now Assist for Field Service Management (FSM) helps field service teams deliver better, more proactive experiences and accelerate productivity with generative AI. The new solution uses generative AI to access all activity, parts, and incidental data to summarize work order tasks, which are critical for field technicians who are moving from site to site and rely on mobile devices to get their most important work done. By simplifying the work order process, Now Assist for FSM improves technician and customer experiences along with documentation, compliance, and consistency.
As announced previously, leading companies and innovative organizations are already early adopters of Now Assist, including CBRE, Deloitte, Teleperformance, and a
“Leading companies around the world are using generative AI to transform productivity,” said
AI at the foundation 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. ServiceNow’s domain specific Now LLM is purpose-built for
With the additional capabilities announced today, the
Availability
The new solutions announced today are generally available in the
Additional Information
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Use of Forward‑Looking Statements
This press release contains “forward‑looking statements” about the expectations, beliefs, plans, and intentions relating to new generative AI capabilities for the Now Platform. Such statements include statements regarding future product capabilities and offerings and expected benefits to
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