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ServiceNow Provides Productivity Surge with Now Assist Generative AI Enhancements


Gartner predicts that $3 trillion will be spent on AI from 2023 to 2027. Within that spending, generative AI is expected to take up more than one-third of it. Organizations across many industries are adopting generative AI because they now see the cost-saving opportunities, growth and cross-enterprise efficiency and productivity improvements that AI brings.

To help its customers get the most out of generative AI at a faster rate (with a quick return on investment, too), ServiceNow launched a major expansion to its Now Assist generative AI portfolio with Now Assist in Virtual Agent, flow generation and Now Assist for Field Service Management being the latest generative AI solutions to be embedded into the ServiceNow Platform.

ServiceNow's Now Assist is a generative AI that automates tasks, accelerates productivity and resolves issues using natural language. It provides users with purpose-built generative AI use cases on the Now Platform, reducing manual work for agents, deflecting cases and contributing to research on AI's future impact on skills commissioned by ServiceNow.

Now Assist in Virtual Agent, flow generation and Now Assist for FSM are productivity multipliers for customers by reducing time spent searching, summarizing and creating basic information while enabling conversational self-service, incident deflection and workflow automation.

Now Assist in Virtual Agent streamlines the creation of advanced AI chat experiences in just 15 minutes. It enhances self-service by swiftly addressing customer and employee needs, which results in higher call deflection rates. The tool also uses generative AI for more relevant conversations, incorporating Q&A in Knowledge Management and multi-turn interactions for ordering catalog items or making service requests. This fosters faster and more relevant self-service experiences in line with everyday communication.

Flow generation expedites workflow development on the Now Platform. This allows admins and developers to quickly generate blueprints for scalable development. By converting plain text into low-code workflows, it eliminates the need to build automations from scratch, reducing time-to-value and addressing the automation backlog. After the initial setup, developers can effortlessly make adjustments using the no-code design interface in App Engine.

Now Assist for FSM enhances field service teams' efficiency and user experiences through generative AI. The solution utilizes generative AI to summarize essential work order tasks by accessing activity, parts, and incidental data. This streamlines the work order process, benefiting technicians and customers, while also improving documentation, compliance and consistency in field service operations.

"Our customers are facing increasingly complex and competitive dynamics across industries and AI holds the key to enabling faster execution, smarter decision making, and greater business agility,” said CJ Desai, President and Chief Operating Officer at ServiceNow. “ServiceNow is leading the charge, by intelligently integrating generative AI into the core of the Now Platform and enabling organizations to harness AI securely and confidently to drive unprecedented speed to value for their business."

All three solutions, available to all customers, enhance ServiceNow’s portfolio of practical generative AI applications that are helping customers transform how they work.

Be part of the discussion about the latest trends and developments in the Generative AI space at Generative AI Expo, taking place February 13-15, 2024, in Fort Lauderdale, Florida. Generative AI Expo discusses the evolution of GenAI and feature conversations focused on the potential for GenAI across industries and how the technology is already being used to create new opportunities for businesses to improve operations, enhance customer experiences, and create new growth opportunities.

Edited by Alex Passett
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