ServiceNow is a leading digital workflow platform that has been transforming the way businesses operate across the world. With ServiceNow, businesses have witnessed improvements in their efficiency, productivity, and overall workflow.

Recently, ServiceNow has announced the introduction of its generative AI capabilities for the Now platform: Now Assist for Virtual Agent and ServiceNow Generative AI Controller. These two solutions will expand the existing AI functionality of ServiceNow by integrating generative AI capabilities into enterprise applications. ServiceNow’s strategy to embed generative AI throughout the Now Platform, is aimed to help customers harness intelligence at scale and allow them to simplify and optimize digital workflows.

ServiceNow’s Chairman and CEO Bill McDermott stated, “ServiceNow is leading the intelligence era. Years of AI investment have put us at the center of an undeniable movement. We are building generative AI into our platform so customers can maximize their ROI: ‘return on intelligence.’ This is all about thoughtful, high‑trust co‑innovation as we find the balance between machine speed and human judgment. Enhanced by our strategic partnerships with NVIDIA and Microsoft, we are engineering smarter, fully automated workflows. We help our customers innovate completely new business models on ServiceNow as the intelligent platform for end‑to‑end digital transformation.”

Let’s dig deeper to understand generative AI and ServiceNow’s brand new solutions.

What is Generative AI

Generative AI is a powerful technology that helps create models that can generate new data automatically. Generative AI is making significant transformations in the service management sector by automating several processes. ServiceNow has been using generative AI to automate and optimize its services for the ease of its customers.

Now Assist for Virtual Agent: What is it

Now Assist for Virtual Agents, uses generative AI to deliver more direct, relevant, and conversational responses to the questions asked by customers. This will allow businesses to automate several repetitive tasks such as password resets or any other service requests.

If a user asks a question, the Now Assist platform will use generative AI integration to provide an immediate, automated response based on internal data. This will help users to immediately get the information they require. With Now Assist for Virtual Agents, users will be able to:

• Access a low-code builder environment for configuration and deployment of conversational experiences powered by generative AI.
• A drag and drop environment with a Virtual Agent Designer.
• Receive direct responses in real-time conversations with the best suited format including images, videos, links, texts, relevant knowledge, and base content.

ServiceNow works across departments and systems, so if a user doesn’t know who to ask and where to start, Now Assist for Virtual Agent can accurately converse and provide solutions. This will help increase productivity, drive faster resolution, and create higher self-service rates.

ServiceNow Generative AI Controller

ServiceNow Generative AI Controller allows easy connectivity between ServiceNow instances, Microsoft Azure OpenAI service and OpenAI API large language models. This means, users can embed direct access to large language models (LLM), which enables them to get correct and straightforward answers without them having to scour through multiple knowledge based articles.

This solution enables seamless integration of generative AI capabilities and empowers organizations to unlock effective self-service and work experiences.

As a part of ServiceNow’s low-code development tools, the Generative AI Controller allows users across organizations to apply generative AI to automate applications. It enables companies to optimize workflows and innovate at scale on the Now Platform.

How ServiceNow is Harnessing Generative AI

With a combination of machine learning and natural language processing, ServiceNow is helping businesses to achieve higher agility and efficiency. The implementation of generative AI in the Now platform is not just about virtual agents. It also extends to the automation of several workflows, which enables organizations to automate processes across departments and systems. With enhanced generative AI capabilities, businesses can streamline workflows, automate complex tasks, eliminate manual errors, and improve work speed to get positive results in the form of improved efficiency, reduced errors, cost savings, and overall productivity.

Generative AI can analyze vast amounts of data, identify patterns, and make intelligent recommendations, which enable organizations to make data-driven decisions when changing business dynamics. Generative AI has a high transformative potential, and it empowers businesses to harness the real power of AI for greater effectiveness. It will enable businesses to deliver exceptional customer experiences and drive higher growth.

V-Soft has been helping businesses to transform and elevate through its team of experts. Now is the right time to take ownership of your success by leveraging state-of-the-art technologies to enhance your organization’s overall work efficiency, productivity, and successfully achieve business automation. Reach out to our experts to learn more about this.