ServiceNow Introduces New Generative AI Features for Customers

California-based ServiceNow, one of the leading names in operating as a cloud-based company delivering Software as a Service (SaaS), has unveiled new generative AI features in its enterprise AI platform Washington, D.C.

These updates focus on Now Assist GenAI experiences embedded within the ServiceNow platform to provide responsible and intelligent automation.

The latest additions include Now Assist for IT Operations Management (ITOM) AIOps, improvements in Virtual Agent capabilities, and ServiceNow Impact AI Accelerators. These features claim to enhance productivity and facilitate quicker realisation of value from AI investments for organisations.

Since enterprises are increasingly investing in generative AI, with a projected rise from $16 billion to over $143 billion within the next three years, as per IDC, ServiceNow’s Washington, D.C. release wants to capitalise on this trend by offering expanded solutions that facilitate smarter experiences and faster deployment across departments, all within a single platform.

The new features simplify intelligent automation experiences and enhance productivity through a user-friendly interface. Let’s take a look at them. 

1. Now Assist for ITOM AIOps supercharges ServiceNow’s ITOM AIOps solution, applying generative AI to speed up issue resolution by analysing alerts and providing critical context for operators. It can 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 LLM (Now LLM), Now Assist for ITOM AIOps is optimised for productivity and data security to help protect enterprise operations data. 
2. Enhancements to Virtual Agent capabilities include AI-powered conversation automation, making creating self-service experiences quicker and easier. Dynamic translation ensures seamless communication by detecting and responding in the appropriate language in real-time.
3. ServiceNow Impact AI Accelerators help organisations adopt generative AI experiences rapidly, align investments with business objectives, and track the value gained from AI for faster returns. These accelerators offer expertise, guidance, and support to maximise the benefits of generative AI.

Prominent corporates like EY, ANSR Global, and HCLTech are some of the users of this platform.