At ServiceNow, we’re on a mission to put AI to work for people in every corner of the enterprise. To that end, ServiceNow and Microsoft recently announced that we’re teaming up to launch generative AI (GenAI) solutions that will unlock AI capabilities, help boost employee productivity, and deliver value quickly.
By integrating Microsoft Copilot with ServiceNow® Now Assist, we’re making it easier for employees to get the help they need, when and where they need it.
ServiceNow and Microsoft are laser-focused on collaborating on transformative AI solutions for the enterprise. As a result, customers can expect industry-leading innovation from two GenAI powerhouses.
I recently sat down with Katharine Kennedy, general manager of the ServiceNow business unit at Microsoft, to discuss the Now Assist-Teams integration in greater detail.
“This announcement represents a significant milestone in our joint commitment to unleash innovation for customers with transformative technology to help revolutionize workplace productivity,” she said.
“By seamlessly integrating advanced AI capabilities into existing workflows, we’re redefining how businesses operate in this new era of AI-driven automation and intelligence.”
GenAI has huge potential to personalize customer experiences, improve decision-making, streamline workflows, and accelerate innovation. “GenAI has become a cornerstone of the digital transformation journey,” Katharine said.
Many ServiceNow customers that implemented Now Assist have gone from purchase to production in less than 60 days. This is possible because our GenAI capabilities are built natively into ServiceNow’s AI platform for business transformation.
In a panel at our Knowledge 2024 event in Las Vegas, I discussed the new integration with Dave Wright, ServiceNow’s chief innovation officer, and Michael Park, who leads our newly formed AI go-to-market team. Dave and Michael explained how GenAI can meet employees where they are in the flow of work.
For example, Microsoft Teams users can now initiate and close out ServiceNow workflows without leaving Teams. This helps reduce the time and effort needed for people to get their work done.
Thanks to the ServiceNow-Microsoft partnership, Copilot can seamlessly hand off requests to Now Assist inside Microsoft Teams, where employees are already working. Employees working in Microsoft Teams can now use Copilot to:
Search the ServiceNow knowledge base
Request service catalog items through a guided, conversational experience
Ask to chat with a live agent when a case needs to be escalated
By providing a single experience across two GenAI assistants, we’re looking to simplify complex processes so that employees can achieve more with less effort.
With GenAI, customers aren’t limited to their existing Microsoft or ServiceNow workflows. They can create their own custom GenAI workflows to enable entirely new ways of working.
