Now Assist in Virtual Agent, flow generation,
and Now Assist for Field Service Management are the latest in
powerful GenAI solutions to be embedded into the ServiceNow
Platform
Features enhance ServiceNow’s broad portfolio
of practical generative AI applications that are helping customers
transform how they work
ServiceNow (NYSE: NOW), the leading digital workflow company
making the world work better for everyone, today launched a major
expansion to its Now Assist generative AI portfolio with new
capabilities to transform experiences and increase productivity.
Available to all customers today, Now Assist in Virtual Agent, flow
generation, and Now Assist for Field Service Management (FSM) are
the latest powerful GenAI solutions to be embedded into the
ServiceNow Platform. All three solutions enhance ServiceNow’s
portfolio of practical generative AI applications that are helping
customers transform how they work.
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the full release here:
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Gartner® forecasts that “Between 2023 and 2027, $3 trillion
dollars will be spent on AI”, and “GenAI represents 36% of total AI
spending.” As organizations across industries begin deploying
GenAI, many ServiceNow customers are already realizing cost
savings, growth, and cross-enterprise efficiency and productivity
improvements. Now Assist accelerates customers’ digital
transformation journeys with fast implementations and quick return
on investment.
"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."
Accelerating end-to-end digital transformation with natural
language interfaces on a single intelligent platform
Now Assist in Virtual Agent, flow generation, and Now Assist for
FSM are immediate 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 helps organizations create
and deploy advanced generative AI chat experiences in 15 minutes or
less with enhanced guided setup capabilities. Customers and
employees can now solve issues and get what they need fast, while
allowing organizations to increase call deflection rates. It
provides better self-service with a generative AI-powered
conversational experience that pulls in the most relevant
information or actions from a customer's knowledge base and service
catalog. New updates for Now Assist in Virtual Agent include
Q&A in Knowledge Management and multi-turn conversations for
ordering catalog items or making service requests, with the ability
to provide additional information directly within the chat. Much
like how people communicate in everyday life, these updates allow
employees and customers to have conversational experiences for
fast, more relevant self-service.
- Flow generation accelerates workflow development on the
Now Platform by helping Admins and Developers generate workflow
blueprints for fast development at scale. It converts plain text
into low-code workflows so developers no longer need to build flow
automations from scratch, improving the time-to-value for
organizations and reducing the automation backlog. Once the initial
workflow is established, developers can easily make continuous
adjustments and refinements using the no-code design interface in
App Engine.
- Now Assist for Field Service Management (FSM) helps
field service teams deliver better, more proactive experiences and
accelerate productivity with generative AI. The new solution uses
generative AI to access all activity, parts, and incidental data to
summarize work order tasks, which are critical for field
technicians who are moving from site to site and rely on mobile
devices to get their most important work done. By simplifying the
work order process, Now Assist for FSM improves technician and
customer experiences along with documentation, compliance, and
consistency.
As announced previously, leading companies and innovative
organizations are already early adopters of Now Assist, including
CBRE, Deloitte, Teleperformance, and a U.S. government agency.
NVIDIA is also a customer, as well as a ServiceNow technology
partner.
“Leading companies around the world are using generative AI to
transform productivity,” said Sonu Nayyar, chief information
officer at NVIDIA. “Our team will be using NVIDIA-powered
ServiceNow Now Assist features like case summarization and
question-answering to bring efficiencies to our operations with
generative AI.”
AI at the foundation of the Now Platform
ServiceNow’s generative AI strategy provides customers with
broad and secure LLM support, through either general purpose LLMs
or ServiceNow‑developed models. General‑purpose LLMs provide
customer flexibility and currently include access to Microsoft
Azure OpenAI Service LLM and OpenAI API. ServiceNow’s domain
specific Now LLM is purpose-built for ServiceNow workflows, use
cases, and processes. ServiceNow’s Now LLM provides customers with
responsibly sourced and secure LLM support, allowing for excellent
end-user experiences along with high levels of transparency,
governance, and data security.
ServiceNow has been leading the charge to provide customers with
secure, enterprise-wide generative AI solutions out of the box and
seamlessly connecting them to workflows, unlocking the value of the
Now Platform and providing even faster time-to-value for customers.
In the recently launched Now Platform Vancouver release, ServiceNow
integrated generative AI across all workflows on the Now Platform,
with the introduction of Now Assist for IT Service Management
(ITSM), Now Assist for Customer Service Management (CSM), Now
Assist for HR Service Delivery (HRSD), and Now Assist for
Creator.
With the additional capabilities announced today, the ServiceNow
intelligent platform can accelerate digital transformation by
providing a natural language GenAI interface that seamlessly
connects with the service catalog, simplifying access to
information and desired actions and increasing the speed of
cross-organizational execution.
Availability
The new solutions announced today are generally available in the
ServiceNow Store.
Additional Information
Read insights from Tony Colon, SVP of Customer Success at
ServiceNow, to learn how customers are benefiting from our GenAI
innovations.
Use of Forward‑Looking Statements
This press release contains “forward‑looking statements” about
the expectations, beliefs, plans, and intentions relating to new
generative AI capabilities for the Now Platform. 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) changes in the AI
regulatory landscape; (ii) delays and unexpected difficulties and
expenses in delivering the capabilities; and (iii) uncertainty as
to whether sales will justify the investments in the capabilities.
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.
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.
© 2023 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.
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version on businesswire.com: https://www.businesswire.com/news/home/20231116679887/en/
Jacqueline Velasco 408‑561‑1937 press@servicenow.com
ServiceNow (NYSE:NOW)
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