Enhancing enterprise workflows with ServiceNow and Amazon Bedrock
Sunil Bemarkar, senior partner solutions architect, and Suresh Veeragoni, partner AI technologist, both with Amazon Web Services, co-authored this blog post.
As the demand for AI-driven automation continues to grow, organizations are turning to generative AI (GenAI) to improve enterprise workflows, decision-making, and customer service.
ServiceNow has made adopting GenAI easier by integrating its Now Assist GenAI experiences with Amazon Bedrock, Amazon Web Services’ (AWS) fully managed service for building GenAI applications.
This collaboration enables enterprises to create custom AI skills tailored to their unique business requirements, unlocking new levels of productivity and innovation.
Game-changing integration for GenAI
The Now Assist Skill Kit empowers developers to build, test, and deploy custom GenAI skills that integrate seamlessly with the ServiceNow platform using prebuilt templates and integration frameworks.
Amazon Bedrock simplifies the development of GenAI applications by providing access to foundational AI models from leading providers, such as Anthropic, AI21 Labs, Mistral, and Stability AI.
With Amazon Bedrock, ServiceNow uses state-of-the-art models to power its custom skills, helping to ensure high-quality, contextually relevant outputs. Benefits include customization at scale, accelerated time to value, enhanced return on investment, and future-proof technology.
How the integration works
Using the Now Assist Skill Kit, developers can easily integrate Amazon Bedrock’s large language models (LLMs) into their workflows. Developers define inputs, outputs, and parameters for their custom skills while the Now Assist Skill Kit handles model integration and workflow orchestration.
The integration enables seamless data exchange between ServiceNow and Amazon Bedrock. ServiceNow workflows pass contextual data to Bedrock LLMs, which generate outputs—such as summaries, insights, and recommended actions—that are directly actionable within the ServiceNow platform.
Using Amazon Bedrock’s real-time processing capabilities, ServiceNow workflows powered by custom skills can adapt dynamically to changing inputs, helping to ensure accurate and timely responses in fast-paced environments.
Custom AI skills built with the Now Assist Skill Kit integrate natively into ServiceNow applications, such as Virtual Agent, IT Service Management, and Customer Service Management, delivering a unified and intuitive user experience.
Use cases enabled by the integration
You can build custom GenAI skills to address specific challenges, streamline operations, and enhance customer and employee experiences. Here are some examples:
- Enhanced customer support: Create custom GenAI skills that generate context-aware responses to customer inquiries, reducing resolution times and improving satisfaction.
- Automatically summarize customer case histories.
- Recommend next-best actions to agents based on case context.
- Intelligent knowledge management: Use custom GenAI skills to dynamically create, update, and retrieve knowledge base articles, giving employees and customers access to the most accurate information.
- Proactive incident resolution: Analyze patterns in incident data to help predict and resolve potential issues before they occur, minimizing downtime and improving system reliability.
- Personalized employee experiences: Tailor onboarding processes, training programs, and internal communications to individual needs, driving engagement and productivity.
Getting started with ServiceNow & Amazon Bedrock
The integration of ServiceNow and Amazon Bedrock demonstrates the transformative potential of GenAI in enterprise software solutions. By using advanced LLMs and custom GenAI skills, organizations can significantly enhance their operational efficiency, customer service, and employee experience.
To get started with the ServiceNow-Amazon Bedrock integration:
- Evaluate your current ServiceNow implementation and identify areas where AI could provide the most value.
- Engage with ServiceNow to discuss specific use cases and integration options for your organization.
- Plan a phased rollout, starting with one or two key scenarios before expanding to more complex use cases.
- Continuously monitor and refine your GenAI implementations using the flexibility of Amazon Bedrock to adapt to changing needs.
By embracing the powerful combination of ServiceNow's workflow expertise and AWS' advanced AI capabilities, you can position your enterprise at the forefront of digital transformation and operational excellence.
Find out more about the benefits of Now Assist.