New features enhance Now Assist GenAI
experiences, offer responsible, intelligent automation embedded
within the ServiceNow platform
Now Assist for IT Operations Management (ITOM)
AIOps, Now Assist in Virtual Agent enhancements, and ServiceNow
Impact AI Accelerators help organizations boost productivity and
accelerate value from AI investments
ServiceNow (NYSE: NOW), the leading digital workflow company
making the world work better for everyone, today furthered its
generative AI (GenAI) leadership with new capabilities in its
Washington, D.C. platform release. The new features enhance the Now
Assist GenAI experiences, which offer responsible, intelligent
automation embedded into the ServiceNow platform. Available today,
Now Assist for IT Operations Management (ITOM) AIOps, Now Assist in
Virtual Agent enhancements, and ServiceNow Impact AI Accelerators
extend ServiceNow’s innovation in AI and help boost productivity
and accelerate value from AI investments.
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the full release here:
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According to IDC, enterprises invested $16 billion in generative
AI in 2023 and will increase investment to over $143 billion within
the next three years,1 as organizations realize the value and
maximize adoption across their workforces. ServiceNow’s Washington,
D.C. release brings new, expanded solutions to the enterprise that
orchestrate smarter experiences and enable faster
deployment—empowering organizations to scale generative AI across
departments and recognize ROI all on a single platform.
“The partnership between human intelligence and artificial
intelligence enables a new level of simplicity to drive better
business outcomes. However, CEOs have a difficult challenge. They
know they must invest in generative AI to realize its true
potential, but they can’t sacrifice proper privacy and governance
while they move quickly,” said Jon Sigler, senior vice president of
Platform at ServiceNow. “ServiceNow leads the industry with secure,
responsible generative AI solutions, all on a single platform for
end-to-end business transformation. With the latest innovations in
the Washington, D.C. release, we are bringing generative AI to new
use cases and personas so we can multiply its impact for every
industry.”
Scaling the impact of generative AI across the
enterprise
ServiceNow continues to improve its rapidly expanding generative
AI portfolio so enterprises can bring the power of generative AI to
any department, scale to other parts of the business quickly, and
accelerate value from AI spend. New Now Assist for ITOM AIOps, Now
Assist in Virtual Agent enhancements, and new GenAI Accelerators
available in ServiceNow Impact, simplify intelligent automation
experiences and turbocharge productivity with a single, intuitive
interface for comprehensive workflow automation.
- Now Assist for ITOM AIOps supercharges ServiceNow’s
market-leading ITOM AIOps solution, applying generative AI to speed
up issue resolution by analyzing alerts and providing critical
context for operators. Now Assist for ITOM AIOps uses generative AI
to translate complex, jargon-heavy machine-generated alerts into
simple natural language so operations teams can better understand,
prevent, and solve issues faster. Powered by a domain specific
ServiceNow large language model (Now LLM), Now Assist for ITOM
AIOps is optimized for productivity and data security to help
protect enterprise operations data.
- Enhancements to Now Assist in Virtual Agent boost
ServiceNow’s generative AI capabilities unveiled in June 2023.
Existing functionality combines AI Search and Service Catalog Items
with generative AI chat skills to speed up issue resolution and
increase case deflection from live agents with a conversational,
self-service experience. New generative AI-enabled Virtual Agent
Designer and integrated dynamic translation enrich the
development side of the solution to make it quicker and easier to
create AI-powered conversations, so creators can drive higher
levels of automation in Virtual Agent.
- Virtual Agent Designer uses generative AI to quickly
build custom conversational automation to improve self-service and
service delivery. The intelligence in Virtual Agent Designer solves
the challenge of addressing variations in how people communicate
with a quick setup and engaging self-service experience.
- Dynamic translation detects the language of text inputs
and automatically responds in the same language to deliver simple,
seamless, and real-time localization.
- ServiceNow Impact AI Accelerators are part of ServiceNow
Impact, a first of its-kind value acceleration solution that helps
organizations accelerate time to value with their ServiceNow
investments. The new ServiceNow Impact AI Accelerators allow
platform owners to adopt ServiceNow generative AI experiences
quickly and easily, map investments to business objectives, and
track the value they’ve gained from generative AI for faster ROI.
With a mix of ServiceNow expert support, demos, and training, the
accelerators provide additional expertise and guidance around
generative AI, task intelligence, predictive intelligence, and
natural language understanding.
Generative AI research and innovation across the Now
Platform
ServiceNow is a GenAI first mover, with groundbreaking research
and innovations that deliver responsible, purpose-built AI
solutions. The ServiceNow Research team has published more than 70
research studies on generative AI and large language models (LLMs)
since 2017. They work in close partnership with teams across
ServiceNow to rapidly expand the portfolio of generative AI use
cases, innovations, and LLMs, while also fostering socially
responsible, secure, and ethical use.
This comes to life in several ways at ServiceNow. ServiceNow’s
primary generative AI strategy is to leverage the domain specific
Now LLM, which runs faster, costs less, is more accurate, and more
secure. Plus, as part of an expanded partnership with NVIDIA to
advance enterprise AI, ServiceNow is using the latest NVIDIA NIM
inference microservices to develop and deploy new LLMs faster and
more cost effectively, so customers can scale generative AI to new
use cases and accelerate ROI across their business.
ServiceNow is also live with 20+ Now Assist use cases
internally, which are driving millions in cost savings per year. In
addition, Now Assist for IT Service Management (ITSM) helped
service agents close incidents in half the time, thanks to
AI-generated case resolution notes.
ServiceNow remains committed to responsible AI development and
enablement. Alongside partners like Hugging Face and NVIDIA,
ServiceNow actively embraces open-source software to develop
responsibly sourced AI models and facilitate the training and
sharing of LLMs. Last month, ServiceNow, Hugging Face, and NVIDIA
released StarCoder2, a family of open-access LLMs for code
generation that sets new standards for performance, transparency,
and cost-effectiveness. The StarCoder2 models were trained on more
than 600 programming languages, enabling powerful new use cases for
enterprise generative AI.
What customers and partners are saying about the Now Platform
Washington, D.C. release
EY “The EY organization is leveraging ServiceNow’s Now
Assist generative AI capabilities, which has helped enhance
experiences for EY teams and clients,” said Paul Webb, EY global
ServiceNow leader. “Building on our longstanding collaboration, we
are looking forward to updates in ServiceNow’s Washington, D.C.
release to further empower EY people, enhance the quality of client
work and change our working world for the better.”
ANSR Global “ANSR is re-platforming its GCC Superapp on
the Now Platform to power 60+ global capability centers and is
committed to enabling 3,500 people across India on ServiceNow,”
said Lalit Ahuja, CEO of ANSR. “With new updates in the ServiceNow
Washington, D.C. release, we are thrilled about the step change in
business outcomes that we will be able to deliver into the GCCs via
the new and expanded generative AI capabilities to enable greater
speed and productivity for many prominent Fortune 500
enterprises.”
Davies “As part of our ServiceNow roadmap, we’re excited
to explore the new capabilities available to further extend our use
of Now Assist for ITSM and how it can increase our team’s
productivity,” said Darrell Burnell, group head of technology,
Davies. “Through ServiceNow Impact and the generative AI
Accelerator, we can now get a preview of generative AI in action,
tailored to our business. We’re excited to see what these new
innovations can do for us.”
HCLTech “We recently partnered with ServiceNow to help
customers better adopt new generative AI-led solutions,” said
Rakshit Ghura, senior vice president and global head of digital
workplace and ServiceNow business unit, HCLTech. “The new
generative AI-powered features in the latest ServiceNow Washington,
D.C. release will help us achieve these goals and build on future
offerings, thereby allowing our clients to accelerate adoption and
deploy solutions more efficiently so they can realize quicker
returns from their investments.”
Availability
Innovations announced today are part of ServiceNow’s Now
Platform Washington, D.C. release and will be generally available
to all customers in the ServiceNow Store on March 20. Information
about additional Washington, D.C. innovations can be found
here.
Additional Information
- Watch a demo from the Now Platform Washington, D.C.
release.
- Now on Now blog.
About ServiceNow
ServiceNow (NYSE: NOW) makes the world work better for everyone.
Our cloud-based platform and solutions help digitize and unify
organizations so that they can find smarter, faster, better ways to
make work flow. So employees and customers can be more connected,
more innovative, and more agile. And we can all create the future
we imagine. The world works with ServiceNowTM. For more
information, visit: www.servicenow.com.
This press release contains “forward‑looking statements” about
the expectations, beliefs, plans, and intentions relating to its
generative AI capabilities in its Washington, D.C. platform
release. Such statements include statements regarding future
product capabilities and offerings and expected benefits to
ServiceNow. Forward‑looking statements are subject to known and
unknown risks and uncertainties and are based on potentially
inaccurate assumptions that could cause actual results to differ
materially from those expected or implied by the forward‑looking
statements. If any such risks or uncertainties materialize or if
any of the assumptions prove incorrect, ServiceNow’s results could
differ materially from the results expressed or implied by the
forward‑looking statements made. ServiceNow undertakes no
obligation, and does not intend, to update the forward‑looking
statements. Factors that may cause actual results to differ
materially from those in any forward‑looking statements include:
(i) delays and unexpected difficulties and expenses in executing
the product capabilities and offerings, (ii) changes in the
regulatory landscape related to AI and (iii) uncertainty as to
whether sales will justify the investments in the product
capabilities and offerings. Further information on factors that
could affect ServiceNow’s financial and other results is included
in the filings ServiceNow makes with the Securities and Exchange
Commission from time to time.
© 2024 ServiceNow, Inc. All rights reserved. ServiceNow, the
ServiceNow logo, Now, and other ServiceNow marks are trademarks
and/or registered trademarks of ServiceNow, Inc. in the United
States and/or other countries. Other company names, product names,
and logos may be trademarks of the respective companies with which
they are associated.
1 GenAI Implementation Market Outlook: Worldwide Core IT
Spending for GenAI Forecast, 2023–2027 (Doc #US51294223)
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version on businesswire.com: https://www.businesswire.com/news/home/20240320300707/en/
Jacqueline Velasco (408) 561-1937 press@servicenow.com
ServiceNow (NYSE:NOW)
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