Enhancing ServiceNow's AI Capability: RAG (Industry knowledge Base) + NowLLM

[Vivek Verma]

Hello,

I'd like to suggest something regarding the AI Capability of ServiceNow. It is widely acknowledged that LLMs represent both the future and, to an extent, the present. However, the current NowLLM is not equipped to meet industry-specific needs, such as those in telecommunications and healthcare. This limitation is understandable, given that the ServiceNow LLM model was trained on ServiceNow architecture, data, and publicly available data.

Therefore, I would like to suggest that ServiceNow should consider offering the NowLLM model with added RAG (Retrieval-Augmented Generation) capabilities. This would allow any company to purchase NowLLM as a base product and fine-tune their version of NowLLM with their company's knowledge base. I believe this would be a significant step forward for ServiceNow and would allow companies to have a more personalized and industry-specific version of NowLLM. 

Please inform me if ServiceNow is already implementing this.

Thanks,

Vivek Verma

LinkedIn || Github

[Vivek Verma]

Thank you for sharing the link. Will the NowLLM also have RAG fine-tuning architecture? If so, we could use it for knowledge generation and intelligence automation.

[Shamus Mulhall]

Knowledge generation is supported as a part of the Now Assist capabilities, sharing here one of the ways it can be accomplished.

https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/product/knowledge-managemen...

[Kostya]

The NowLLM provides currently a limited set of skills like summarisation of cases, chats etc. So the question if extending with RAGs will bring huge value when summarising a ticket.

You are still able to integrate your RAGs into the workflows outside the NowLLM / Now Assist. Like, we developed multiple "AI assistants" that act like bots on specific steps of a workflow / process. They check completeness, plausibility etc. Enrich with data from the user-context. All things that ServiceNow does not provide yet, but might offer in future. But as long it is not the part of Now Assist, you can integrate it via integration hub and rest api.

[Vivek Verma]

Yeah, we're working on our own Automate RAG LLM solution. It's going to be pricey, but once our local solution gets better, we might ditch ServiceNow Gen AI capabilities.