Powered by ServiceNow LLMs, both features are
purpose-built for the Now Platform and are designed to alleviate
repetitive work and significantly improve productivity
New capabilities join the Now Assist family of
generative AI features being infused into all ServiceNow workflow
offerings
ServiceNow also announces approach to
commercialization with premium SKU offerings across ITSM, CSM, and
HRSD
ServiceNow (NYSE: NOW), the leading digital workflow company
making the world work better for everyone, today announced expanded
generative AI capabilities, case summarization and
text-to-code, to drive speed, productivity, and value for
customers. Powered by proprietary ServiceNow large language models
(LLMs), both capabilities are purpose-built for the ServiceNow
platform and are designed to alleviate repetitive work and
significantly improve productivity. ServiceNow also announced today
its approach to commercialization with new premium SKU offerings
across IT Service Management (ITSM), Customer Service Management
(CSM), and HR Service Delivery (HRSD), which will be available this
September with the Now Platform Vancouver release.
This press release features multimedia. View
the full release here:
https://www.businesswire.com/news/home/20230726039958/en/
(Graphic: Business Wire)
Case summarization and text-to-code join ServiceNow’s growing
Now Assist family of generative AI features being infused into the
ServiceNow platform across all workflow offerings. ServiceNow has
already seen significant productivity improvements for customers
using early access versions of its previously announced generative
AI capabilities, including Generative AI Controller, which allows
organizations to connect ServiceNow instances to Microsoft Azure
OpenAI Service and OpenAI API LLMs; Now Assist for Search, which
provides natural language responses based on a customer’s own
knowledge base; and Now Assist for Virtual Agent, which maximizes
productivity by eliminating time spent searching for
information.
“Generative AI’s potential to radically change the way we work
is indisputable—harnessing that potential to make a meaningful
business impact is the real opportunity,” said CJ Desai, president
and chief operating officer at ServiceNow. “We’re incredibly
excited about our new case summarization and text-to-code
capabilities, as well as our new supercharged SKUs coming in
September, which will integrate generative AI into the fabric of
our platform. Our strong traction in generative AI will help unlock
productivity across the enterprise by enabling exceptional
experiences and enhanced outcomes for our customers.”
A report from research firm Valoir showed that, if used
properly, AI can reduce the amount of time it takes an employee to
do their work by up to 40%1. Case summarization and text-to-code
can help organizations realize near-immediate productivity gains,
simplifying processes and allowing employees to focus on solving
problems quickly and easily.
Both case summarization and text-to-code are powered by
ServiceNow proprietary LLMs, developed specifically to comprehend
the Now Platform, workflows, automation use cases, processes, and
more. The text-to-code Now LLM was purpose-built on a specialized
version of the 15 billion parameter StarCoder LLM, which was
developed through the ServiceNow co-led, open BigCode initiative
and trained and tuned using NVIDIA accelerated computing, including
NVIDIA DGX Cloud. StarCoder sets the standard for high-performing,
transparent, and responsible generative AI. Case summarization also
allows customers to use third-party LLMs from Microsoft Azure
OpenAI Service and OpenAI API LLMs.
Case summarization minimizes manual work to boost
productivity and accelerate customer outcomes
Case summarization uses generative AI to read and distill
case information across IT, HR, and customer service cases,
including customer or incident details, previous touchpoints,
actions taken by involved parties, and the eventual resolution, to
create case summary notes in seconds. Simplifying this
“mandated-but-manual” process can allow for quicker hand-offs
between internal teams, help increase productivity, and create more
streamlined resolutions for customers and employees alike.
Additionally, by simplifying these manual processes, employees can
focus on more complex assignments and projects.
Text-to-code accelerates pro- and low-code development with
generative AI
Developers often face repetitive and time-consuming work,
creating the same code for routine commands. With
text-to-code from ServiceNow, developers can write plain,
natural language text descriptions of the type of code they want;
generative AI within the Now Platform will convert the text into
high-quality code suggestions, and in some cases complete code,
which is shared in-line to review, edit, and implement.
Text-to-code helps ensure every corner of the enterprise can create
seamless coding experiences that can deliver fast development and
increased productivity.
Introducing new premium SKU offerings
Hyperautomation technologies including process mining, low-code,
AI, and machine learning have been engineered into ServiceNow
products for some time, leading to record second quarter 2023
growth for the ITSM Pro and CSM Pro offerings. With promising
results from our early pilots with customers and ServiceNow’s
initial use of its own generative AI capabilities, ServiceNow will
introduce new premium SKU offerings across ITSM, CSM, and HRSD,
beginning in September with the Vancouver platform release.
Integrating generative AI into the Now Platform to drive
value from a single source
The Now Platform automates workflows across an entire enterprise
by connecting disparate departments, systems, and silos and
automating processes to increase productivity and enable seamless
work experiences. Now Assist is ServiceNow’s generative AI
experience—purpose-built within the ServiceNow platform—designed to
enable intelligent automation and accelerate productivity by
simplifying repetitive tasks, increasing agility, and transforming
the user experience.
Other generative AI advancements that help make ServiceNow the
intelligent end-to-end platform for digital transformation
include:
- Partnerships with NVIDIA and Cognizant
- BigCode collaboration with Hugging Face
- ServiceNow Generative AI Controller, which serves as the
foundation for all generative AI functionality on the Now
Platform
- Now Assist for Search, which brings the power of
generative AI to Portal Search, Next Experience, and Virtual
Agent
- Now Assist for Virtual Agent, a generative AI
integration that helps virtual agents deliver conversational
responses to questions from both customers and employees
Availability
Case summarization and text-to-code are available to a limited
set of customers now. Both features, as well as new premium SKUs
for generative AI for ITSM, CSM, and HRSD, are expected to be
available to all customers in ServiceNow’s Vancouver release,
coming in September 2023.
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 ServiceNow™. 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.
1 Valoir: Assessing the Value of AI and Automation, May 24,
2023
View source
version on businesswire.com: https://www.businesswire.com/news/home/20230726039958/en/
Jacqueline Velasco 408.561.1937 press@servicenow.com
ServiceNow (NYSE:NOW)
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