ServiceNow adds new generative AI leadership with new Washington, D.C. platform release

A major add is Now Assist for ITOM AIOps, which enhances ServiceNow’s IT OM AIOps solution by using generative AI to speed up issue resolution.

Today, digital workflow vendor ServiceNow is announcing the enhancement of the ServiceNow platform’s generative AI capabilities with its Washington, D.C. platform release, the first of two big ServiceNow releases planned for 2024. The new features enhance the Now Assist GenAI experiences, which provide responsible, intelligent automation embedded into 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. Several other GenAI improvements and enhancements are also part of the Washington D.C. release.

“This has all been built on our NOW platform, and we continue to focus on GenAI as part of our core platform,” said Jon Sigler, senior vice president of Platform at ServiceNow. “When Gen AI came out, we knew we had to embrace that, so we had to decide whether to take a bolt-on or a build-in  approach. We decided on the latter and have been using it across our own business, where it is live with 20-plus programs. We continue to invest in domain-specific models, as well as general purpose ones from OpenAI and Microsoft.”

IDC says that enterprises invested $16 billion in generative AI in 2023 and will increase investment to over $143 billion within the next three years.

“We are seeing 115,000 annual successful GenAI conversations, and we expect that this will expand massively,” Sigler said. “We saw a 54% incident deflection rate with Generative AI for employee issues, as GenAI skills and Service Catalogue items combined to increase case deflection from live agents.”

This 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. A major upgrade here is Now Assist for ITOM AIOps, which supercharges ServiceNow’s IT OM AIOps solution, using generative AI to speed up issue resolution by analyzing alerts and providing critical context for operators. It uses generative AI to translate complex machine-generated alerts into simple natural language so operations teams can understand, prevent, and solve issues better and faster.

“Now Assist for ITOM AIOps uses Gen AI to supercharge our AIOps solutions, grouping cryptic messages into readable English,” Sigler said.

Virtual Agent Designer uses generative AI to quickly build custom conversational automation to improve self-service and service delivery, letting agents close cases in half the time.

In addition, 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.

“The new Virtual Agent designer does this by leveraging GenAI to create custom chat interactions,” Sigler noted.

Dynamic translation detects the language of text inputs and automatically responds in the same language to deliver simple, seamless, and real-time localization.

Dynamic translation is not new to ServiceNow, but its capabilities have been expanded with Generative AI.

“With Dynamic Translation, we can dynamically translate language into English and send it to and LLM, with 130 languages supported,” Sigler said. “We have had this for years, but it is now being applied to GenAI.”

Amy Lokey, ServiceNow’s SVP of Product Experience, discussed other innovations in the release.

“There are a lot of updates to Workflow Studio, to review work and to build new automations,” she said. “Simply describe process that needs to be automated, and it will create the workflow. It’s a huge advantage that will let customers build experiences much faster on the platform.” In addition, Platform Analytics, which connects to Workflow Studio, puts real time data  to work to drive immediate decisions.

“We are also improving the customer experience with Simplified Order Management, to help drive revenue and top line growth while simplifying the customer experience,” Lokey stated.

Security Posture Control is a security enhancement.

“Analysts say security will continue to be a top spend this year, and this is a new tool with builds on existing investments in ITOM visibility,” Lokey said. “Also new is OT Knowledge Management, which is an enhancement to several current OT products.”

As part of an expanded partnership with NVIDIA to advance enterprise AI, ServiceNow is also 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.

Sigler summed up how the Washington D.C. release is a major step forward.

“There are three big things customers are excited about – self-service capabilities, saving agent time, and script and flow innovation,” he said. “We will continue to roll those things out as we move through the year.”