New innovations enhance developer productivity, industry momentum

As businesses and technologies evolve, we continue to innovate on the Now Platform to better meet customer needs. Everything we do at ServiceNow is derived from this single platform, single data model and single architecture. It’s our differentiator, and it’s incredibly powerful for our customers and their productivity.

We know this model works. The Enterprise AI Maturity Index by ServiceNow and Oxford Economics found that organisations reap greater benefits from AI when it’s integrated into workflows across the business.

I’m excited to announce new innovations on the Now Platform that propel efficiency through automation, increase productivity, lower barriers to AI entry, reduce manual errors and provide value through conversational self-service experiences.

Advancing responsible AI

We’ve expanded our generative AI (GenAI) innovations with personalisation and centralised governance across the enterprise.

Our customers have been asking for help in addressing the complex array of AI governance requirements coming at them from all directions: internal teams, corporate boards, their own customers and others. For more than seven years, we’ve been investing in this important area and continue to take a platform-based approach.

To enable customers to build trust and accelerate business transformation, AI Governance for Now Assist uses a unified AI inventory data model that connects AI strategy, technology, security and compliance on the Now Platform.

We’ve also added multilingual support to Now Assist to better meet customer demands in global markets. It can generate, summarise and respond to GenAI prompts in the user’s native language for culturally aware communication.

New Now Assist applications for legal service delivery, contract management and health and safety are now available as well. And there’s more.

Enhancing developer productivity

The Now Platform helps developers spend less time on repetitive tasks and more time on important work. GenAI supercharges those capabilities, improving speed, quality and efficiency.

For example, although many internally developed APIs have good documentation, they often lack OpenAPI specifications, making it difficult to discover relevant operations and input parameters.

Enter Spoke generation, which uses GenAI to accelerate custom integrations with other systems. It reads through API documentation to extract endpoints, operations and parameters, and autogenerate spokes based on that information. Instead of creating custom spokes manually via coding, Spoke generation allows developers and customers to easily connect any system to their ServiceNow workflows in minutes.

We’ve also simplified user interface (UI) creation. The Now Assist UI generation skill enables developers to produce interactive, connected experiences using natural language prompts. Through conversational experiences in the Now Assist panel, customers can now jump-start the UI Builder experience.

Then UI Builder uses GenAI to create a starter experience with users’ desired navigation, relevant data and three foundational pages: home, list and record.

Continuing industry momentum

Industry vertical momentum is core to extending the impact and customer value of the Now Platform. We continue to broaden our purpose-built solutions to meet the unique needs of organisations across industries.

For example, field service leaders in telecommunications aim to deliver exceptional, reliable service to customers in a competitive, high-demand industry. Disconnected systems, manual processes and a shortage of skilled labour impede day-to-day operations and the scalability of complex network infrastructures, including 5G, fibre networks and internet of things.

ServiceNow Field Service Management for Telecommunications is specifically designed to address those challenges. It uses Field Service Management as a foundation to manage and streamline field service workflows. This helps optimise work planning and dispatch through intelligent scheduling that accounts for technician skill sets, job urgency and geographical constraints.

Additionally, Field Service Management for Telecommunications empowers technicians with real-time visibility into network events, performance and outage data, giving them actionable insights to quickly resolve telecom-specific issues and boost productivity.

In the financial services industry, many organisations are dependent on manual processes, such as portals and emails, to connect with outside entities, such as other banks or outsourced customer service providers. This often results in suboptimal B2B support. With Service Bridge for Financial Services Operations, a financial institution can strengthen its service ecosystem by connecting ServiceNow instances.

For instance, payment investigations require bank-to-bank communication, a process that’s largely email-based and inconsistent across banks. Service Bridge can bring consistency to this process and drive adoption across banks.

Service Bridge helps eliminate the need to navigate multiple systems, provides faster service and improves resolution times through a single system of action. It also reduces the cost to serve with direct, actionable communication between relevant parties.

Increasing agent efficiency, customer satisfaction

Organisations across industries recognise that unifying customer experiences is essential to driving loyalty and satisfaction. Integrated solutions that connect teams and siloed systems are more important than ever. In response to this growing demand, customer workflows have become crucial to customer success, representing ServiceNow’s largest total addressable market.

In addition to our new industry solutions, I’m thrilled to announce an expanded partnership with Five9 to transform end-to-end customer and employee experiences through a new, turnkey, AI-powered solution.

Harnessing the strengths of ServiceNow Customer Service Management and the Five9 intelligent customer experience platform, the expanded partnership and new offering will help streamline self-service and assisted service operations.

Merging customer support processes in a unified solution can help boost agent efficiency and customer satisfaction while reducing operational costs. That’s just another example of how the Now Platform bridges the entire customer journey.

The innovations announced today are possible because they’re all based on the incredibly solid foundation that is the Now Platform: the AI platform for business transformation.

Find out more about the benefits of the ServiceNow platform.