Introduction: The Dawn of a New Era in Workflow Automation
The world just got a whole lot faster. And smarter. Welcome to the era of generative AI for workflow automation. ServiceNow has just announced its new generative AI solutions, a game-changer that enhances the already extensive AI functionality of the Now Platform.
Ever wondered how much more efficient your enterprise could be with a built-in action layer of intelligence? Well, you’re about to find out. ServiceNow’s intelligent end-to-end Now Platform is set to deliver generative AI’s full potential to its customers, promising unprecedented speed, efficiency, and transformative experiences.
Revolutionizing Business Models with Generative AI
ServiceNow’s integration with Azure OpenAI Service is a breakthrough in the realm of generative AI, bringing about an immense improvement in productivity and faster time to value. With access to the most powerful large language models available, enterprises can add generative AI intelligence to a multitude of use cases, ensuring the highest security levels and a responsible approach to AI innovation.
The Generative AI Controller: A Key to Efficiency
But what’s the secret sauce that makes all this possible? Meet the ServiceNow Generative AI Controller. This tool allows organizations to connect their ServiceNow instances to both Microsoft Azure OpenAI Service and OpenAI API large language models. It provides built-in actions for easy integration of popular generative AI capabilities—like answering questions, summarizing content, and content generation—into existing ServiceNow experiences such as Virtual Agent from a single integration point. What’s more, it can be used for seamless integration on the Now Platform, unlocking more efficient self-service and work experiences.
And the best part? The Generative AI Controller is also configurable as part of ServiceNow’s suite of low-code development tools, making generative AI accessible to anyone across the enterprise, regardless of technical ability. This means companies can optimize workflows and innovate at scale on the Now Platform.
Now Assist for Search: Ushering in Accuracy and Precision
Now, let’s talk about Now Assist for Search. This feature provides natural language responses based on the customer’s own knowledge base when users pose questions in Portal Search, Next Experience, or Virtual Agent. Because Now Assist for Search pulls information from within a customer’s environment, customers can trust that robust security layers are applied and results are more accurate, greatly reducing the likelihood of error or hallucinations.
As the first deeply embedded capability to use the Generative AI Controller across all experiences, Now Assist for Search takes search results to the next level, making them even more relevant and specific for internal agents or external customers.
The Future: Business Transformation through Generative AI
So, what does the future hold? ServiceNow plans to apply the power of generative AI to new use cases, extending productivity across every business function and industry. Whether it’s prioritizing incidents, generating chat responses, or helping an employee complete processes, the Generative AI Controller and Now Assist for Search are set to usher in a new era of innovation and agility on the Now Platform. In the near future, generative AI is expected to enable powerful levels of human productivity on the Now Platform — from helping call center and service agents access and analyze critical information more quickly, to allowing engineers to speed up development at scale through text to code and text to workflow.
Expert Opinions: The Impact of Integrating Generative AI
The introduction of generative AI capabilities into the Now Platform is expected to revolutionize business models and workflows across every industry. As observed by Gary Plotkin, Principal, Advisory and Global ServiceNow Lead for KPMG, the enhanced capabilities of the platform will accelerate time to value. Leveraging the power of the Now Platform, companies can identify new value-creation opportunities and efficiencies.
The trend of integrating generative AI into business models is observed to be at an inflection point, with organizations seeking vendors with battle-tested, secure, and trusted AI capabilities. This move is expected to empower teams with improved productivity and provide them with a greater competitive advantage within their industries.
Conclusion: The Path Forward with Generative AI
ServiceNow’s commitment to propelling responsible AI innovation has been demonstrated through several notable AI acquisitions in the last three years, including Attivio, Element AI, and Hitch Works, which have brought practical, purpose‑built AI capabilities to the Now Platform.
In addition, ServiceNow’s AI Trustworthiness and Governance Lab is dedicated to conducting fundamental and applied research to build AI-powered experiences that are reliable, safe, and trustworthy. The lab works with internal teams at ServiceNow to inform and guide responsible AI practices across the development of the ServiceNow Generative AI Controller and Now Assist for Search.
With generative AI, the future of workflow automation is here. The Now Platform’s new generative AI capabilities promise to transform the way businesses function, unlocking new levels of efficiency, productivity, and innovation. Get ready for the next revolution in workflow automation.
Until next time, Mathew.
Sources:
- Velasco, J. (2023, May 16). ServiceNow announces new generative AI capabilities for the Now Platform for faster, more intelligent workflow automation. Businesswire. Retrieved from https://www.businesswire.com/news/home/20230516005105/en/ServiceNow-announces-new-generative-AI-capabilities-for-the-Now-Platform-for-faster-more-intelligent-workflow-automation
- Withers, S. (2023, May 18). ServiceNow, Nvidia team up for enterprise generative AI. Businesswire. Retrieved from https://itwire.com/business-it-news/enterprise-solutions/servicenow,-nvidia-team-up-for-enterprise-generative-ai.html
