Quickly get started with generative AI on the Now Platform

Get started with generative AI: group of workers in discussion around a conference table

There’s no doubt that generative AI and the productivity it promises have captured the world’s imagination. We’ve talked about applying AI to just about everything—from those soul-crushing tasks we never want to do again to dreams within our grasp for the first time.

Goldman Sachs estimates that generative AI could add nearly $7 trillion to global gross domestic product (GDP) in the next decade. While the potential for generative AI to improve human productivity seems almost limitless, the industry buzz is distracting, which makes it challenging to get started, especially with enterprise scale and reliability.

How to get started with generative AI

ServiceNow has made significant, strategic investments in AI in the past six years, including nearly a dozen acquisitions and a specialised AI development environment for our engineers to quickly build and test AI capabilities.

Our focus on AI has been purposeful and long term, so we can uniquely meet our customers’ needs in this moment. Customers see the impact of these investments. For example, BT forecasts $31 million in savings by leaping toward AI-led operations with ServiceNow.

Since May, we’ve launched multiple AI capabilities that allow customers to use both general-purpose large language models (LLMs) and domain-specific LLMs from ServiceNow. They’re built for enterprise-level use cases, processes and security and trained for the unique needs of agents, employees, customers, developers and IT administrators.

With today’s announcement of Now Assist, ServiceNow’s generative AI experiences, we’ve infused native generative AI capabilities in all workflows on the Now Platform®. Now Assist incorporates generative AI features such as case, incident and agent chat summarisation; virtual agent; and search.

These capabilities can be applied to a broad range of scenarios and functions so that every persona, from employees to agents to developers, can harness the power of generative AI. Customers also benefit from an improved self-service experience, which can lead to higher case and incident deflection and cost reduction.

Generative AI could add nearly $7 trillion to global gross domestic product (GDP) in the next decade. -Goldman Sachs, April 5, 2023

With the Now Assist experiences, available in the ServiceNow Store, customers can deliver value quickly by applying generative AI where the works get done:

Now Assist for IT Service Management provides summaries of incidents for speedy IT team handoffs and problem resolutions. It can also help generate and update work notes.
Now Assist for HR Service Delivery improves HR team productivity and efficiency, as well as employee experiences, through instant summaries and conversational chats.
Now Assist for Customer Service Management reduces manual work and helps resolve customer issues by rapidly generating summaries for cases and chats.
Now Assist for Creator empowers developers of any skill level to build apps fast—developers can generate code from text and code prompts.

Accelerating time to value

Feedback from more than 150 customers using early versions of Now Assist shows positive results: increased self-service for lower case count, faster resolution times, improved customer satisfaction and agent productivity, better post-case documentation and closure and more.

Customers are also finding speed to value. Several customers report they’ve implemented generative AI solutions with ServiceNow in mere weeks. With ServiceNow’s frequent release schedule and innovation on a single platform and single data model, many customers can achieve rapid value acceleration with generative AI.

Additionally, as customer zero, ServiceNow has gone live with more than a dozen internal generative AI pilots, including IT, customer service and engineering use cases. The early results show significant productivity savings and increases in agent and developer satisfaction.

How ServiceNow generative AI pricing works

We’ve also designed the pricing and packaging of our generative AI capabilities so that customers can realise value quickly. Our guiding principles have been:

Value: Enable customers to easily capture the unparalleled value created by our Now Assist experiences.
Flexibility: Create a scalable model that allows customers to grow and innovate in this fluid market—and allows us to continue to learn and adjust.
Simplicity: Make it easy to understand and fit the way customers buy today.

Customers currently on a ServiceNow® IT Service Management, Customer Service Management or HR Service Delivery Pro or Enterprise solution can buy Professional Plus or Enterprise Plus add-ons to get access to generative AI capabilities in the Now Assist experiences.

The Pro Plus and Enterprise Plus add-ons are also available for customers with industry solutions licences, including Telecommunications, Technology Providers, Financial Services, Public Sector and Healthcare.

With Now Assist for Creator, developers and administrators can supercharge their work with intelligent code recommendations. These text-to-code generative AI capabilities are built on our own LLM and trained by ServiceNow engineers so that developers can confidently burn through backlogs and get value faster from ServiceNow investments.

Developers can get started with Now Assist for Creator right away by purchasing the Creator Plus licence. No base licence is required.

All Pro Plus, Enterprise Plus and Creator Plus package add-ons are purchased by seat. Each seat enables the user to execute a certain amount of generative AI “assists.” Incident or case summarisations, for example, are called assists. Higher-value, more complex interactions require more assists, whereas simpler, frequently used interactions require fewer.

Don’t worry about running out of assists: By design, the initial entitlement should be all you need for your generative AI journey. If more generative AI capacity is needed at some point, customers can purchase additional assist packs.

It’s time to stop the hype and put enterprise-ready AI to work. With the ServiceNow intelligent platform for end-to-end digital transformation, businesses everywhere are already saying yes to entirely new ways of working with generative AI.

Find out more about the latest innovations.