ServiceNow Launches Now Assist for ITSM, CSM, HRSD, and Creator to Embed Generative AI Across All Workflows on the Now Platform
Available in the Now Platform Vancouver release, Now Assist integrates generative AI to accelerate productivity, improve experiences, and increase agility
New features in Now Assist are powered by a domain-specific ServiceNow LLM, built for the enterprise and optimized for accuracy and data privacy
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(Graphic: Business Wire)
“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,
Delivering enterprise-grade generative AI across every workflow
According to Goldman Sachs, generative AI will lift human productivity, adding almost
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.
- 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 ITSM can also create contextual summaries of incidents and resolution notes, which help 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, 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. 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 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. 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. Trained on code from
ServiceNowengineering, 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.
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
For example, features within Now Assist for Search are powered by a
What customers are saying about the Now Platform Vancouver release
“Deloitte’s AI-enabled solutions, shaped by our innovative mindset, help our clients unlock business value at scale from the
“With Now Assist for ITSM, we are able to resolve more incidents in less time, increasing productivity for the IT team while improving our employee experience,” said
“NEC has been advancing our corporate transformation with the aim of maximizing corporate value in terms of business strategy, business portfolio, financial strategy, culture, and people. Through collaboration with
“As a B2B business, leveraging the generative AI capabilities within ServiceNow’s Now Assist for CSM will greatly improve our ability to support our customers. These new capabilities will allow us to quickly provide a specific answer to customers' queries, so they can get back to servicing their own customers,” said
“WSU is constantly exploring new ways to deliver personalized experiences to our students and staff. Innovating with cutting-edge technologies we aim to be a market leader in transforming the higher education landscape. Our approach to AI is always with our people at the heart, ensuring that this technology continuously enhances and adds value to the human experience,” said
Pricing and availability
With the launch of Now Assist,
All generative AI innovations announced today are part of ServiceNow’s Now Platform Vancouver release and will be generally available in the
Read thoughts from Senior Vice President of Platform
Jon Sigleron the Now Platform Vancouver release.
- Watch a demo on Now Assist for every workflow.
1 Goldman Sachs: Generative AI could raise global GDP by 7%,