AI at ServiceNow
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Generative AI (GenAI)
With GenAI you can create transformative new experiences for your customers and employees. ServiceNow uses the power of GenAI in its Now Assist products to amplify productivity all across your business.
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What is GenAI?
A type of artificial intelligence, GenAI instantly creates human-language text, images, and other new content based on learning patterns in existing data. GenAI supports human interactions in context, getting and providing help, resolving issues, and offloading routine tasks.
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Common use cases for GenAI
Across industries, businesses are finding a multitude of ways to put generative AI to work—solving problems, improving efficiency, and building strong experiences for customers and employees.
Customer experience
Customer experience
GenAI enriches the customer experience with self-service features, including intelligent chatbots that can personalize conversations and resolve issues quickly.
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Article: Beyond self-service with GenAI
Article: Improving customer satisfaction with GenAI
Employee productivity
Employee productivity
With GenAI, you can empower employees enterprise-wide to reduce manual work and achieve more with automatically generated content, including case summaries and intelligent code.
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Blog: 5 lessons in AI productivity
Video: GenAI for Virtual Agent (3:03)
Video: ServiceNow drives $10M+ in productivity with GenAI (35:21)
Issue resolution
Issue resolution
Use GenAI to arm customer service and IT agents with instant information to resolve issues faster, including summarization for chat, incidents, and recommended solutions.
Related content
Blog: Boosting customer support agent productivity
Blog: 6 ways to deliver great customer service
Video: GenAI for case summarization (1:34)
GenAI and the ServiceNow AI Platform
All ServiceNow® products run on the scalable and secure ServiceNow AI Platform, our cloud-based foundation for the enterprise. With native AI purpose-built for your business, we infuse GenAI capabilities into every workflow on the ServiceNow AI Platform.
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“Integrating generative AI capabilities into the Now Platform will revolutionize business models and workflows across every industry.” Gary PlotkinDigital Platforms Lead, KPMG
Your industry peers are winning with GenAI from ServiceNow
Resources
Take a deeper dive into enterprise GenAI with this curated content.
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Articles
The Enterprise AI Maturity Index 2025
Measuring GenAI’s Business Value
Empowering Employees with AI Sidekicks
Want to Build Apps Fast?
Videos
GenAI on the ServiceNow AI Platform (1:35)
Employee GenAI Use Case in Action (4:33)
GenAI and AIOps Together (1:37)
ServiceNow innovation
Now Assist
ServiceNow AI Agents
Virtual Agent
Workflow Data Fabric
RaptorDB
We put GenAI to work for you
AI isn’t new to ServiceNow. We’ve been making workflows smarter for over 20 years. Today, GenAI is unlocking near limitless use cases for the ServiceNow AI Platform.
Responsible AI at ServiceNow
We’re developing AI that is open, transparent, accountable, and human-centric.
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AI research and development
Learn about our AI research team, labs, and partnerships.
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Find the connections that make it a win
Partners
Locate a partner with the generative AI expertise you need to transform experiences, boost productivity, and increase efficiency.
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Integrations
Extend the benefits of the ServiceNow AI Platform across your business. Connect and automate everything with more than 1,000 certified, ready to use apps from the ServiceNow Store.
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Frequently asked questions
What is generative AI?
Generative AI, also known as GenAI, is a type of artificial intelligence that creates content by learning from existing data. GenAI can provide realistic and creative text, images, and other media to transform industries such as entertainment, marketing, and healthcare.
What’s the difference between GenAI and AI?
AI is a term that describes all forms of machine learning and intelligent automation, while generative AI is specifically focused on the creation of new content based on—but also capable of going beyond—the datasets it was provided with during its training phase. With the recent advent of widely available chat AIs, most AI interactions for the average user actually involve generative AI.
What are the types of generative AI?
Generative AI encompasses several types of content generation. These include text generation, image generation, video and speech generation, and data augmentation. Producing text content requires a different approach than enhancing videos or creating realistic looking images. As such, each kind of generative AI has its own unique characteristics and applications.
What's the future of generative AI?
Although generative AI has been around for decades, its recent rise in terms of capability and availability has been meteoric. As this technology continues to evolve, we can anticipate enhanced creativity and innovation across essentially every industry, allowing for more sophisticated and realistic outputs in content generation, design, music composition, visual arts, and more. Generative AI will also continue to drive personalization and customization, creating laser-focused recommendations, personalized experiences, and unique products designed to address individual customer needs.
Learn what generative AI from ServiceNow can do for you
Find out how you can put GenAI to work for your business. Start with a conversation or request a custom demo.
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