Knowledge news roundup: Expanded GenAI, automation, and partner solutions
At ServiceNow, we’re customer-obsessed. That's why we continuously strive to build great products and deliver excellent service. Everything we do helps organisations realise tangible business results fast. At Knowledge 2024, we’re excited to announce our latest innovations and partnerships to help solve our customers’ most pressing challenges.
Extended GenAI capabilities
We’re in a race to put AI to work for people. In 2023, we introduced our generative AI (GenAI) solutions, which are helping organisations work smarter, faster, and better. They're our fastest-selling offerings in the company’s history, and with good reason. AI is a catalyst for business transformation.
Embedded in the Now Platform®, GenAI provides out-of-the-box intelligence with multimodal models. Today, we’re excited to announce new ways for organisations to embrace GenAI to help further increase productivity, empower customer and employee innovation, and accelerate cost savings.
Now Assist for Strategic Portfolio Management connects strategic planning and customer feedback to maximise informed decision-making and business impact. Features include feedback summarisation and a conversational experience for demand creation, powered by Now Assist in Virtual Agent.
We’re also extending Now Assist GenAI experiences to include the public sector. Now Assist in the Government Community Cloud (GCC) will improve self-service resources to help speed up incident and constituent response. GCC is one of ServiceNow’s dedicated clouds to meet the unique regulatory, compliance, and security needs of public sector organisations.
Our GenAI-powered Manufacturing Commercial Operations, built on top of ServiceNow® Sales and Order Management and Customer Service Management, puts the power of the Now Platform to work for manufacturers.
It integrates with existing manufacturing systems to help make work faster and easier, allowing manufacturers to streamline sales, scale service, transform field operations, and better connect with customers and channel partners.
Employee Center Pro Kiosk extends self-service capabilities to workers on the factory floor.
Increased developer productivity
New GenAI features in Now Assist for Creator—including app generation, playbook generation, and catalog generation—fast-track app, workflow playbook, and catalog development for both developers and nontechnical users.
Creator Studio, now available in ServiceNow App Engine, democratises app development in an intuitive, no-code experience with new app creation tools. Any employee can build applications to boost productivity.
Additionally, updates to Automation Engine, our hub for managing end-to-end hyperautomation, increase visibility into all automation environments.
Automated solutions across workflows
We’ve added powerful new automation solutions to the Now Platform to streamline processes, simplify work, and improve employee experiences.
To increase IT visibility and help prevent inefficient employee workarounds to IT issues, we’ve released Digital End-User Experience. It gives IT teams valuable, real-time insights into the ways employees work to empower effective enhancements. Included in the release are Application and Device Health and Desktop Assistant.
Collaborative Work Management gives knowledge workers a central hub in which to plan, visualise, and engage with their teams. It helps employees stay aligned on work with a single, trusted data platform.
We’ve introduced a new threat intelligence platform within Security Operations to reduce the number of tools and the amount of manual work required to manage cyberthreats. Threat Intelligence Security Center enhances threat context through combined workflow and automation capabilities to help improve accuracy of threat assessment.
Built in collaboration with ServiceNow customers, Contract Management Pro elevates contract lifecycle management. It integrates with ServiceNow Sourcing and Procurement and features self-service capabilities, templates, a repository, an audit trail, and obligation management.
A new feature in Field Service Management, Field Service Marketplace, improves communication and coordination between field service organisations and third-party contractors. It includes advanced contractor selection, push notifications for outsourcing work, and automated task assignments.
We also introduced a new database offering, made possible by our acquisition of Swarm64 in 2021. Based on the Postgres open-source database, ServiceNow Project RaptorDB will help enable ServiceNow customers to better meet the demands of modern AI-powered applications by processing massive amounts of data on the Now Platform in real time.
Supercharged talent development
We created AI-powered ServiceNow Talent Development (formerly Employee Growth and Development) to help identify employee skills gaps and recommend training to close them.
We’ve expanded the product’s capabilities to better understand skills, support internal mobility, and enhance mentoring with Opportunity Marketplace. Talent Development integrates with Manager Hub and Now Assist for HR Service Delivery to provide a full suite of solutions designed to personalise growth and development.
New functionality in Workplace Service Delivery helps optimise operational efficiency and boost employee satisfaction. Workplace Presence and Workplace Concierge provide a chat-based concierge experience to help automate common workplace requests, such as booking a meeting room.
Smart Building Insights, powered by Integration Framework, adds even more intelligence into Workplace Service Delivery. Through integrations with leading sensor companies, such as Metrikus and Verge Sense, it delivers real-time, actionable insights around efficiency, optimisation, and occupant experiences.
Next-generation collaborations
We’ve unveiled new partnerships to boost customers’ digital transformation initiatives and time to value.
We’re working with Fujitsu to develop innovative cross-industry offerings designed to maximise value for customers globally. We’ll work together in Japan to speed up development and implementation of these offerings for our global customers. Fujitsu will expand its use of the Now Platform on its way to a $1 billion ServiceNow business.
In a strategic relationship with Genesys, we’re creating an AI-powered solution that will integrate Genesys Cloud CX with ServiceNow Customer Service Management to help unify customer service teams, centralise routing, and optimise workforce engagement.
In collaboration with Microsoft, we’re integrating Now Assist with Microsoft Copilot to increase employee productivity across Microsoft 365 applications. Using the intelligence behind both offerings at once enables employees to get the help they need, when they need it, regardless of which platform they’re using.
Expanding on our relationship with NVIDIA, we demoed AI avatars of the future for Now Assist. Powered by NVIDIA’s speech and animation GenAI technology, the avatars are an example of a visual interaction option and more personalised experience for Virtual Agent users.
We also announced engagements with: