Customer and employee service avatars demoed
for ServiceNow Now Assist, powered by NVIDIA speech, LLM, and
animation generative AI technology, highlight the potential for
even more engaging, personal, employee and customer experiences
Knowledge 2024 — Today at ServiceNow’s annual customer
and partner event, Knowledge 24, ServiceNow (NYSE: NOW), the AI
platform for business transformation, showcased AI avatars of the
future together with NVIDIA, leveraging NVIDIA’s Avatar Cloud
Engine (ACE) speech, large language model (LLM), and animation
technologies that bring digital characters to life using generative
AI. The AI avatars were revealed on stage at Knowledge 24 during
ServiceNow President and Chief Operating Officer CJ Desai’s
keynote, with a special appearance from NVIDIA Founder and CEO
Jensen Huang, highlighting the potential for even more engaging,
personal, employee and customer experiences.
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The visionary demo is part of the strategic collaboration
between ServiceNow and NVIDIA to advance and expand options for
workflow engagements across organizations. This comes amid a
Gartner® prediction that, “by 2026, 60% of GenAI solutions will be
multimodal, up from 1% in 2023.”*
Expanding on the companies’ partnership, the interactive,
real-time avatars demoed leveraging Now Assist showcase the
potential to provide another communication option for Virtual Agent
experiences to users who prefer visual interactions. Similar to
other Now Assist capabilities, they leverage NVIDIA technology,
including NVIDIA NIM microservices and NVIDIA ACE, all available
with the NVIDIA AI Enterprise software platform.
The ServiceNow Now Assist demo highlights the potential for
digital avatars to enhance customer and employee interactions
across various industries, particularly those where customer
service, engagement, and personalized communication are critical,
including retail, travel, and more.
At Knowledge 2023 last year, NVIDIA and ServiceNow partnered to
develop powerful enterprise‑grade generative AI capabilities. These
capabilities leverage NVIDIA infrastructure for custom LLMs trained
for the Now Platform and have launched new GenAI use cases that can
boost productivity for IT operations, customer service teams, and
employees.
“As AI becomes deeply ingrained in our everyday lives, customers
and employees expect technology to intelligently learn and adapt to
their individual work and communication styles,” said Desai. “We’re
continuously expanding our collaboration with NVIDIA to explore new
ways for people to interact with generative AI through Now Assist,
to help ensure AI is a friendly, engaging, and empathetic
experience for everyone, based on users’ preferences.”
“Customer service is essential to healthcare, financial
services, telecommunications, and many other industries, making it
one of the largest generative AI use cases,” said Manuvir Das, vice
president, enterprise computing at NVIDIA. “ServiceNow is at the
forefront of bringing generative AI to the world’s enterprises to
support billions of hours of service requests, and our work
together can help us identify new ways to interact with Now Assist
so users quickly get the help they need.”
Putting a face to Now Assist generative AI experiences across
the enterprise
The avatars signal the potential to use speech and animation
GenAI technology to enhance user interactions for Now Assist across
a broad range of business functions. This includes any AI-assisted
interaction across HR, finance, IT, and more to add a personal
touch to customer and employee requests. Rather than simply typing
questions into a chat, users may prefer to speak to, type, or
digitally interact with these avatars. For example, when a customer
inquires about upgrading their internet package, an on-screen
avatar can simulate a human interaction, guiding them through their
options and next steps for executing the upgrade. It could also be
used for retail experiences, travel, or even for employees to
better understand and be guided through work policies and software
capabilities.
The avatar demo showcased at Knowledge was powered by NVIDIA
ACE—a suite of technologies that enable lifelike and engaging
digital avatars for customer service and more. In the proof of
concept, NVIDIA ACE connected to Now Assist via the Now Platform to
power the avatars. ACE includes NVIDIA Riva multilingual automatic
speech recognition and language translation to understand human
speech, NVIDIA Audio2Face for facial animation and lip syncing, and
NVIDIA Omniverse Renderer for physically based ray-traced rendering
to bring life-like visuals to the avatars. ServiceNow ran the
capabilities on NVIDIA-accelerated infrastructure, which includes
the NVIDIA AI Enterprise software platform for production grade,
secure, and reliable AI software.
The Now Assist avatar demo builds on the ServiceNow and NVIDIA
collaboration to drive GenAI‑powered industry innovations. This
includes powering AI research and ServiceNow AI model development
with NVIDIA DGX SuperPOD, NVIDIA H100, and A100 Tensor Core GPUs
for intelligent workflows; Now Assist for Telecommunications
Service Management (TSM); as well as collaborations with Hugging
Face and the Big Code Community on StarCoder2, a family of
open‑access LLMs for code generation that sets new standards for
performance, transparency, and cost‑effectiveness. NVIDIA also uses
ServiceNow Now Assist to streamline its IT operations and improve
the employee experience with conversational capabilities,
empowering employees with self-service. Earlier this year,
ServiceNow became one of the first platform providers to access
NVIDIA NIM, enabling faster, scalable, and more cost‑effective LLM
development and deployment for customers.
Now Assist—ServiceNow’s GenAI experience—puts AI to work for
people across the Now Platform, connecting formerly siloed
departments, people, data, and processes, all on the single secure,
trusted AI platform for business transformation. Now Assist is
embedded across the Now Platform and ServiceNow workflows to
deliver intelligent self-service for employees and customers, boost
productivity for agents and developers, and help give customers
actionable insights for an even faster path to success. Many of
ServiceNow’s Now Assist features are powered by a Now AI multimodal
model that is fast, cost effective, and secure, powering the best
possible GenAI solutions for the ServiceNow platform.
As Now Assist continues to transform how we work, ServiceNow is
committed to charting the future of impactful, responsible, and
secure AI—embracing open-science, open-governance development.
ServiceNow is a founding member of the AI Alliance led by IBM and
Meta, to join forces with other pioneering organizations in
advancing the principles of open, safe, and responsible AI
globally.
Additional Information
- Watch the avatar demo during the Knowledge 24 keynote address,
where Desai will be joined by Huang.
- Check out the press release on ServiceNow’s latest Now Assist
generative AI solutions, announced at Knowledge 24.
*Gartner, Emerging Tech: Multimodal Generative AI Interfaces
Transform User Experiences, December 2023. GARTNER is a registered
trademark and service mark of Gartner, Inc. and/or its affiliates
in the U.S. and internationally and is used herein with permission.
All rights reserved.
About ServiceNow
ServiceNow (NYSE: NOW) is putting AI to work for people. We move
with the pace of innovation to help customers transform
organizations across every industry while upholding a trustworthy,
human centered approach to deploying our products and services at
scale. Our AI platform for business transformation connects people,
processes, data, and devices to increase productivity and maximize
business outcomes. For more information, visit:
www.servicenow.com.
Forward Looking Statements
This press release contains “forward looking statements” about
the expectations, beliefs, plans, and intentions relating to its
generative AI innovations announced at Knowledge 2024. 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.
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version on businesswire.com: https://www.businesswire.com/news/home/20240508088614/en/
Katlyn Hirokawa 408-489-7381 press@servicenow.com
ServiceNow (NYSE:NOW)
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