The Now Platform Xanadu release: Actionable AI across the enterprise

AI is a once-in-a-generation opportunity for companies. At ServiceNow, we see immense possibilities for intelligent automation—unifying complicated and fragmented processes, helping businesses scale and, ultimately, delivering rapid innovation and fuelling business transformation.

With one of the most ambitious AI roadmaps in enterprise software today, I’m excited to announce the Now Platform® Xanadu release, our biggest AI release to date. It features actionable AI innovations to help organisations put AI to work to increase productivity, personalisation and value.

Integrating AI to harness the power of intelligence is about more than just adopting new technology. It's about reshaping how the business operates—making processes more efficient, decisions smarter, and customer experiences seamless.

The companies leading the pack are taking a platform approach to digital transformation. The inaugural Enterprise AI Maturity Index by ServiceNow and Oxford Economics revealed that 61% of organisations that we classify as AI pacesetters use platforms that deliver integrated AI capabilities across the enterprise.

The Now Platform is the essential foundation to infuse intelligence across all our workflow products. We continue to expand its AI capabilities to drive business transformation for our customers.

Productivity at massive scale

Our vision is to integrate Agentic AI into the Now Platform with AI agents for use cases across IT, customer service, procurement, HR, software development, and more. Using ServiceNow’s single-architecture platform and cross-enterprise data, these agents can advance beyond prompt-based activity to deep contextual comprehension, redefining collaboration with employees and customers.

The first two ServiceNow® AI Agents will be available this November for Customer Service Management and IT Service Management. They’re expected to make live agents more productive and reduce mean time to resolution.

Actionable AI

With the Xanadu release, we're significantly expanding the breadth and depth of our intelligence offerings to give customers flexibility, enhance IT productivity and improve employee experiences.

Our new Now Assist Skill Kit prioritises agility, letting customers and partners build, test, configure and publish new generative AI (GenAI) skills and prompts to improve context and accuracy. Organisations can even assign their custom GenAI skills to AI Agents, providing more capacity to help with manual tasks.

Data visualisation generation, our first analytics skill, makes it easy to get information about data without having deep knowledge about the data source(s). Users can also dynamically generate different chart types and add the visualisations to existing dashboards.

Chat and email reply generation helps increase agent productivity and customer satisfaction by autogenerating context-aware response recommendations. And Microsoft Copilot integration, now generally available, lets users get answers and take actions without swivelling between applications.

The Xanadu release also introduces Now Assist for Security Operations. It simplifies incident comprehension at any stage by summarising security incidents—with context around threat and impact. Additionally, it can generate resolution notes for rapid incident closure.

Now Assist for Sourcing and Procurement Operations optimises procurement requests for everyone. Requesters can use natural language to find and order products and services from the best suppliers while reducing costs, errors and cycle times.

Purpose-built industry innovations

In addition to those Now Assist capabilities, we've created purpose-built GenAI capabilities for our expanding industry solutions. They include targeted Now Assist skills that drive efficiency for the unique needs of telecommunications, media, technology, financial services and public sector organisations.

Customer service management is simplified with Now Assist for Technology, Media and Telecommunications. GenAI-powered service problem and test summarisation, along with GenAI-powered resolution notes, helps agents quickly understand service problems to resolve issues fast.

Now Assist for Financial Services Operations accelerates dispute and claims resolution, helping banks and insurers boost agent productivity and improve customer experiences. Agents no longer need to dig through volumes of case details. GenAI does it for them to promote collaboration and seamless handoffs.

Similarly, Now Assist for Public Sector Digital Services helps those involved in fulfilling service requests quickly get up to speed on complex cases, such as providing nutrition assistance, housing, transportation and medical care. GenAI-powered case summaries help ensure teams can make decisions fast so that constituents and businesses get the support they need.

I'm especially excited to announce our expansion into the retail industry. Our new Retail Operations and Retail Service Management solutions unify retailers' store leadership, employees, headquarters and customers to help ensure consistent experiences across every channel. Through self-service, AI and automation, all entities can easily report issues, request fixes, check statuses and complete tasks.

Improved collaboration and productivity

The Xanadu release also includes innovations to boost productivity and collaboration across the enterprise.

The debut of our integrated development environment (IDE) accelerates application development. ServiceNow's IDE empowers Visual Studio developers to partner with the business and innovate on the Now Platform.

The addition of Guided Self-Service in Employee Center is designed to supercharge employee experiences. It enables workers to get the help and answers they need across departments—when they need them—through a visual, interactive, question-and-answer experience.

New data capabilities

In addition to extending the scale and detail of GenAI capabilities in the Now Platform with the Xanadu release, we're announcing powerful data enhancements to meet customers' increased data volume and processing demands. Built-in analytics, automation and process optimisation bring speed, scale and AI readiness.

Our RaptorDB high-performance database can analyse complex data 27 times faster than before. And our upcoming Knowledge Graph will provide real-time personalisation, orchestration and process automation across systems and data sources.

ServiceNow continues to be laser-focused on delivering a complete, end-to-end platform experience. With the Xanadu release marking our most comprehensive set of new AI innovations yet, we're empowering enterprises to quickly, seamlessly and responsibly harness the power of intelligence.

Find out more about how ServiceNow helps organisations put AI to work with the latest Now Platform innovations.