Generative AI Controller release notes

  • Release version: Xanadu
  • Updated August 1, 2024
  • 3 minutes to read
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    Summary of Generative AI Controller release notes

    The ServiceNow® Generative AI Controller application integrates generative AI capabilities with third-party large language model (LLM) providers on the ServiceNow AI Platform. It simplifies content generation, summarization, sentiment analysis, and prompt creation to enhance organizational user experiences. The Xanadu release, updated as of August 1, 2024, introduces significant improvements in metadata logging, language support, translation services, and model selection.

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    Key Features

    • Metadata Log Table (Xanadu Patch 3): Provides a read-only log capturing details about generative AI requests, including conversation context, capability definitions, user feedback, and error codes for improved monitoring and troubleshooting.
    • Enhanced Language Support and Translation: Includes improved language capabilities for skills, Dynamic Translation services powered by Microsoft Azure OEM, and native LLM translation with multi-language support configurable via the Now Assist Admin console.
    • Updated Prompts and Summarization (Xanadu Patch 1): Refined prompts for capabilities such as Generic Prompt, Generate Content, Summarization, Sentiment Analysis, semantic filtering, and recursive summarization to enhance latency and processing efficiency.
    • Global Model Selection (Xanadu Patch 7): Enables Now Assist Administrators to select between GPT-4.0 and Now Assist LLM models globally for conversational skills, supporting compliance with regional restrictions and improving accessibility for regions like APAC.

    Activation and Integration

    Generative AI Controller is available as a feature of the ServiceNow AI Platform and activates with any Now Assist application. It integrates seamlessly with several ServiceNow products including Now Assist, Agent Chat, Customer Service Management, Field Service Management, Flow Designer, HR Service Delivery, IT Service Management (ITSM), and Workspace, enhancing automation, communication, and service delivery workflows.

    Why It Matters

    This release empowers ServiceNow customers to leverage advanced generative AI capabilities with improved control, transparency, and localization. The metadata logging feature enhances operational insight, while global model selection ensures compliance and user accessibility. Enhanced translation and prompt optimizations deliver faster, more accurate AI-driven interactions, enhancing user productivity and satisfaction.

    The ServiceNow® Generative AI Controller application enables you to use generative AI capabilities with third-party large language models (LLM) providers on the ServiceNow AI Platform. You can reduce complexity and enhance the user experience in your organization by generating and summarizing content, analyzing user sentiment, and writing unique prompts. Generative AI Controller was enhanced and updated in the Xanadu release.

    Generative AI Controller highlights for the Xanadu release

    Xanadu Patch 3
    • Review a read-only metadata log table for generative AI requests.
    • Use the improved language support for skills and capabilities, including the Dynamic Translation services and native translation by the LLMs.
    Xanadu Patch 1
    • Updated prompts for capabilities, semantic filtering, and recursive summarization that improve latency and processing for Generative AI Controller capabilities and Now Assist skills.

    See Generative AI Controller for more information.

    New in the Xanadu release

    Xanadu Patch 3
    Metadata log table for generative AI requests
    Use the new metadata log table that includes information about the requesting conversation, the capability definition, provided feedback (if any), and error codes.
    Translation for Now Assist
    Support users who speak different languages with new language information in LLM request metadata, better controls for Dynamic Translation, and translated text logging.
    Xanadu Patch 7
    Global Model selection for conversational skills
    Enable Now Assist Admins to choose between GPT4.o and Now Assist LLM model for data routing at a global level. This ensures compliance with any regional restrictions and helpful for APAC users who may face limitations with US-based models, such as GPT-4.0.

    Changed in this release

    Directions for generative AI updates for Generative AI Controller
    The prompts, which are the instructions to the large language model (LLM), for all four capabilities (Generic Prompt, Generate Content, Summarization, and Sentiment Analysis), semantic filtering, and recursive summarization have been updated.

    Activation information

    Generative AI Controller is a ServiceNow AI Platform feature that is available with activation of any ServiceNow® Now Assist application. For details, see Installing Generative AI Controller.

    Localization information

    Generative AI Controller uses Microsoft Azure OEM for Dynamic Translation in Now Assist for multi-language support. You can enable dynamic translation from the Now Assist Admin console.

    Related ServiceNow applications and features

    Now Assist
    Now Assist includes the Now Assist Admin console to set up, configure, monitor, and use Now Assist skills on the ServiceNow AI Platform. The Now Assist panel enables users to interact with Now Assist skills in the ServiceNow® Next Experience.
    Agent Chat
    ServiceNow® Agent Chat provides various features that agents and requesters can use to streamline the agent and end-user chat experience. Agent Chat also provides features that managers can use to monitor and assist agents.
    Customer Service Management
    The ServiceNow® Customer Service Management application enables you to provide the service and support that your external customers need. For example, your customers can communicate and get the help through the web, email, chat, telephone, and social media.
    Field Service Management
    ServiceNow® Field Service Management enables you to manage work orders and related tasks, resources, skills, assets, and locations. Use this application to dispatch work order tasks and agents to the customer location for performing any kind of field work, such as installing, repairing, or maintaining equipment.
    Flow Designer
    ServiceNow® Workflow Studio is a ServiceNow AI Platform feature that enables process owners to automate work. Build multi-step flows from reusable components without having to code.
    HR Service Delivery
    The ServiceNow® HR Service Delivery application gives your employees the service experience that they deserve. By providing employees with a single place to manage their work needs while shielding them from back-end complexity, you can deliver a great experience to meet the demands of a modern-day workforce.
    IT Service Management
    The ServiceNow® IT Service Management (ITSM) solution provides scalable workflows to manage and deliver IT services to your users all through a single cloud-based platform. The ITSM solution can help increase your agents' productivity, resolve issues quickly, and improve user satisfaction.
    Workspace
    ServiceNow® Workspace is a graphical user interface that puts multiple tools on one page, including the tools that agents must find, research, and use to resolve issues.