Unleash the possibilities of generative AI with ServiceNow

  • Jeremy Barnes
  • About ServiceNow
  • AI and Automation
  • 2023
May 16, 2023

Generative AI: man standing holding an open laptop surrounded by computer screens

In today’s economic headwinds, organizations are looking for ways to make workers more productive and drive operational efficiency. Generative AI—where machines “understand” human language and respond to and act on it—can make that happen.

That's why I’m excited to announce ServiceNow® Generative AI Controller and Now Assist for Search. Generative AI Controller seamlessly connects the Now Platform® to generative AI providers such as OpenAI and Azure as if they were built right in. Now Assist for Search adds new capabilities in search to help users get the information they need, fast.

AI for everyone

Teams across ServiceNow have been studying and creating generative AI for several years. It's always been core to the Now Platform. These products build on existing AI and robotic process automation (RPA) technologies to streamline workflows, accelerate productivity, and create incredible customer experiences.

Generative AI Controller and Now Assist for Search help expand our functionality by layering on the power of generative AI. In designing the products, our goals were to improve the user experience and make our customers' ideas reality. There’s no need to change platforms, learn a new coding language, or integrate a separate application.

Chat summarization powered by Now Assist for Search

Our customers are amazing and teach me something new every day. Some look miles ahead—they’re curious about the impact AI may have on their business. Others are more interested in AI innovations down to the scientific level. Yet every customer is committed to improving their processes and workflows via the Now Platform to make their work better.

Generative AI enhancements

These products are all about accessibility: We looked to bring the great technologies available in the world today into the context of the Now Platform using our Integration Hub architecture. Here are a few of my favorite enhancements to give you a sense of what’s possible:

  • Search: Search results are more specific. Now they directly answer the question rather than just providing links or general information as they did previously. 

  • Improved fallbacks: Generative AI can step in when a virtual agent can’t find certain information or when there are gaps in customer experience. This new functionality creates an elegant catch-all, allowing the agent to deliver a smooth experience and keep the conversation on track.

  • Personalized conversations: Generative AI can take information received from a user in an email, such as location, and respond in a way that’s tailored to the user and their unique situation. For example, if a user notes that it’s snowing in their town, generative AI can respond in a human, conversational way: “I hope you stay warm and safe.”

Cross-team collaboration

What’s most interesting to me is these products were much closer to the finish line from the start because of our existing low-code platform. ServiceNow teams just had to fill in a few gaps in technology, as opposed to building out everything from A to Z.

Even so, these products would not be possible without the collaboration of many teams, including platform engineering, platform and product management, and our Advanced Technology Group, which focuses on AI. Our world-class AI research team has continued to accelerate our generative AI technology roadmap.

We’re committed to bringing generative AI everywhere through the Now Platform low-code experience. This is one of the first steps in the journey to make the technology more accessible. I can’t wait to see what our customers do with it.

Find out more about ServiceNow AI innovations.

© 2023 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.


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