In an era dominated by digital transformation, streamlining operations and enhancing user experience is paramount for businesses. ServiceNow, a leading name in digital workflow solutions, has unveiled its latest Now Platform expansion with the Now Assist suite of tools, integrated within the Now Platform Vancouver release. These solutions, embedded with generative AI, supercharge productivity, enhance customer and employee experiences, and provide intelligent recommendations for code to build apps faster and easier. With advancements such as the Now LLM — a domain-specific large language model optimized for productivity and data privacy – ServiceNow continues to be the intelligent platform for end-to-end digital transformation.
Now Assist: A Game-Changer for Workflows
ServiceNow’s introduction of the Now Assist is nothing short of a groundbreaking stride in the ITIL (Information Technology Infrastructure Library) framework. With ITSM (IT Service Management) at the core, the suite offers organizations the tools required to digitize and simplify processes across the enterprise. By integrating generative AI into its core features, Now Assist promises unparalleled efficiency, ensuring that businesses remain agile in the face of evolving challenges.
Generative AI’s Economic Impact
The economic ramifications of generative AI are staggering. Citing Goldman Sachs, it’s projected that generative AI could be a catalyst, potentially infusing a whopping $7 trillion into the global GDP over the next decade. ServiceNow, with its Now Platform, is at the forefront, operationalizing this AI to foster growth and trim down costs across business verticals. A crucial component here is Now Assist, designed with stringent protocols to ensure digital trust, privacy, and most importantly, compliance with ServiceNow’s controls for ethical AI deployment.
Features of Now Assist
Now Assist incorporates generative AI features such as case, incident, and agent chat summarization, virtual agent, and search capabilities that can be applied to a broad range of scenarios and functions, therefore Now Assist ensures every stakeholder, be it employees, agents, or developers, can leverage generative AI. This not only amplifies performance, but also aligns perfectly with ITSM ServiceNow standards—facilitating rapid expansion across business departments.
IT Service Management (ITSM)
At the heart of digital workflows lies ServiceNow ITSM. With the launch of Now Assist for ITSM, enterprises can now dictate and refine their IT experiences, enhancing agent productivity, ensuring faster resolutions and improving user experiences.
Incident History and Virtual Agent Interactions
By leveraging Now Assist’s capabilities, summaries of incidents coupled with live Virtual Agent interactions, can deliver holistic answers. This eradicates redundancy, ensuring agents don’t waste precious time on repetitive queries and can resolve issues promptly.
Contextual Summaries for Improved Incident Management
Now Assist for ITSM can also create contextual summaries of incidents that agents can use to update work notes and resolution notes, which helps organizations implement incident management best practices and resolve more incidents in less time.
Customer Service Management (CSM)
Now Assist for CSM offers an unprecedented revolution in customer service operations, driving optimal agent productivity and delivering unparalleled customer experience from the first point of contact to resolution. This integration is pivotal for organizations aiming to streamline their customer service process, promising a combination of efficiency, cost-effectiveness, and superior interaction.
Efficient Case and Chat Summarization
The feature rapidly generates summaries for cases and chats, alleviating the workload on agents and facilitating quicker resolution of customer issues. By focusing on improving customer centricity, Now Assist for CSM provides invaluable tools and insights that contribute significantly to a customer-focused culture and lead to increased satisfaction.
Enhanced Self-Service Experience
Customers experience a self-service platform like no other, where quick, reliable answers are readily available to enhance the overall user experience. Now Assist for CSM not only ensures the efficient resolution of client issues or concerns, but also reduces the time invested in finding solutions to their problems, making the journey smooth and hassle-free.
HR Service Delivery (HRSD)
Now Assist for HRSD epitomizes a groundbreaking addition to the ServiceNow suite, offering invaluable tools that revolutionize HR operations. The platform optimally blends technology and human resource management, promising increased operational efficiency and a swift delivery of resolutions to employees’ inquiries and concerns.
Productivity and Operational Efficiency Enhancement
In the bustling environment of HR management, Now Assist for HRSD stands out as a beacon of operational efficiency. Through automating manual tasks, the platform not only frees HR professionals from the tedious aspects of their roles, but also ensures that employees receive prompt and accurate responses to their queries from a chatbot powered by Now Assist for HRSD in natural language, substantially improving the overall operational efficiency and productivity within the HR department.
Quick Resolution with Instant Summaries
The instant summaries of case topics, live chat histories, Virtual Agent interactions, and previous resolutions and actions provide HR teams with the context needed to solve problems quickly and confidently—embodying a remarkable advancement in the ITIL framework and ITIL systems dedicated to HR service delivery.
Now Assist for Creator
Now Assist for Creator utilises AI to streamline and accelerate application development on the Now Platform. This robust tool is designed to foster efficiency, improve code quality, and guarantee secure data processing during application development.
Accelerating Application Development
In the fast-paced digital world, speed in application development is crucial. Now Assist for Creator accelerates this process by offering capabilities like text-to-code, which efficiently converts natural language text into precise, high-quality code suggestions, or in some instances, complete codes. This feature is instrumental in creating seamless coding experiences that expedite development timelines and enhance productivity, aligning with the agile methodology and agile management principles in software development.
