New bring your own (BYO) GenAI model offers
greater flexibility to customers’ AI-driven transformation
Expansion of Now Assist portfolio with
Strategic Portfolio Management helps employees harness customer
feedback to drive business impact
New GenAI features, including playbook
generation and app generation, empower developers, accelerating
rapid, large-scale development
Additional solutions like knowledge article
summarization supercharge agent productivity with faster knowledge
sharing and content summarization
Now Assist capabilities in ServiceNow’s
Government Community Cloud (GCC) enable public sector employees to
address public needs faster
Knowledge 2024 — Today, at ServiceNow’s annual customer
and partner event, Knowledge 2024, ServiceNow (NYSE: NOW), the AI
platform for business transformation, announced new generative AI
(GenAI) capabilities to power enterprise-wide productivity and
innovation. New bring your own (BYO) GenAI model offers greater
flexibility and choice to customers’ AI-driven transformation
journeys. ServiceNow is also expanding its Now Assist portfolio
with the introduction of Now Assist for Strategic Portfolio
Management (SPM), helping employees connect strategic planning to
customer feedback to drive business impact. Additional new GenAI
features like playbook generation and app generation empower
developers, accelerating rapid, large-scale development of low code
apps and digital workflows. ServiceNow also introduced solutions
such as knowledge article generation to supercharge agent
productivity with faster knowledge sharing and content
summarization. ServiceNow is also bringing Now Assist capabilities
to ServiceNow’s secure Government Community Cloud (GCC), enabling
public sector employees to improve customer experiences and address
public needs faster and more effectively.
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According to IDC, enterprises worldwide are expected to spend
more than $40 billion on GenAI in 2024, and more than $150 billion
by 2027 as organizations realize the value of GenAI and implement
it across their businesses. ServiceNow is putting AI to work for
people across the Now Platform by delivering intelligent
self-service for employees and customers, boosting agent and
developer productivity, and giving customers actionable insights
for an even faster path to success, all on the AI platform for
business transformation.
“GenAI is a once-in-a-generation opportunity for the enterprise.
However, AI is only as powerful as the platform it’s built on.
ServiceNow delivers a single, AI platform for business
transformation that’s made for this moment,” said Jon Sigler,
senior vice president of Platform and AI at ServiceNow. “We have
one of the most ambitious GenAI roadmaps in enterprise software
today, and our customers are already seeing significant value from
their Now Assist implementations. With our latest Now Assist
solutions on the Now Platform, we’re helping organizations power
enterprise-wide transformation so they can achieve new levels of
productivity, innovation, and ultimately, business impact.”
The adoption of GenAI has happened at an unprecedented speed
across both the consumer and business worlds—and ServiceNow has
been a first mover with years of investment in AI technology and
talent. The Now Platform reaches across departments, securely
integrating AI throughout businesses’ existing workflows to
fundamentally transform how people work. Customers have responded,
and Now Assist has become the fastest selling new product in
ServiceNow history. ServiceNow has expanded its GenAI strategy,
which centers on customer choice and flexibility, to include
multimodal models. These models incorporate and process many types
of data, such as text, images, audio, and video, so users can
benefit from a range of inputs to get better results.
As it continues to scale GenAI across every corner of the
enterprise to power smarter, faster, easier ways of working,
ServiceNow is also introducing bring your own (BYO) GenAI
model available in all Now Assist portfolios. BYO GenAI model
allows customers to tailor their AI-driven transformation to their
unique needs, giving them the choice and flexibility to use either
ServiceNow's multimodal model — Now AI, their own LLMs, or general
purpose LLMs as they create more intuitive, efficient, and seamless
experiences.
For employees: Accelerating strategic decision making and
self-service to drive business growth
ServiceNow continues to build on its rapidly expanding Now
Assist portfolio, so organizations can harness the power of Now
Assist to drive tangible business outcomes. New Now Assist for
Strategic Portfolio Management helps product managers accelerate
decision making and grounds strategic planning in their customers’
needs, leading to higher customer satisfaction and business growth,
while new conversational experience for demand creation helps
employees synthesize complex customer demands and prioritize work
more effectively.
- Now Assist for SPM supercharges the impact of SPM,
helping employees close the gap between insight and business
outcome. The new solution uses GenAI to enable more strategic
decision-making, synthesizing customer feedback and requests all in
one place so organizations can respond to evolving needs faster and
more effectively.
- Conversational experience for demand creation, available
in the new Now Assist for SPM, helps business users create demands
faster without having to complete lengthy intake forms. Leveraging
natural language to create and modify demands enables accuracy and
completeness of data; conversational experience for demand
generation alleviates bottlenecks in the prioritization process and
helps ensure the right work is prioritized.
For developers and admins: Boosting productivity with app
development and automation at scale
ServiceNow is introducing new capabilities to help teams create
apps and scale workflows faster on the Now Platform and to boost
developer and admin productivity. New prompt management, Service
Catalog item generation, playbook generation, and app generation
harness the power of GenAI so developers and admins can create
catalog items and playbooks and build net-new apps in a fraction of
the time.
- Prompt management, available initially in Now Assist for
IT Service Management, allows ServiceNow administrators to
configure and improve the Now Assist experience for agents with a
simple point and click interface—no coding required. Admins can
easily extend out-of-the-box prompts with the most important,
relevant information based on their specific business context and
organization needs, so teams can work more productively and resolve
customer issues faster with context-driven, accurate information,
boosting customer satisfaction.
- Service Catalog item generation, available in Now Assist
for Creator, allows organizations to easily grow their extensive
portfolio of business and IT services, ultimately powering faster
self-service. The new solution uses GenAI to create catalog items
based on natural language, enabling developers to generate a
catalog item, including a short description, and a set of
questions, all based on text prompts. This eliminates the need to
manually create simple catalog items, reducing the backlog on one
of the most in-demand requests from the business.
- Playbook generation, available in Now Assist for
Creator, accelerates workflow development on the Now Platform by
helping process workers, owners, and analysts create purpose-built
workflow playbooks swiftly and at scale. Defining complex,
cross-enterprise processes for automation can consume hours of
time, but with playbook generation, Now Assist can design playbooks
to define consistent, repeatable, and auditable processes for
service delivery teams in mere seconds using natural language
prompts.
- App generation, available in Now Assist for Creator,
rapidly creates business applications in minutes through simple,
natural language conversations. App generation asks clarifying
questions to reduce the barrier to entry and fully clarify the
requirements, generating application components such as tables,
user roles, forms, and service catalog items. App generation
empowers non-technical business analysts, process owners, and
developers to get started building even faster, accelerating
onboarding and prototyping of ServiceNow applications for
intelligent workflows.
For agents and specialists: Infusing GenAI deeper into
enterprise processes to supercharge efficiency
ServiceNow is adding new GenAI features across the Now Platform
to boost productivity and knowledge sharing for agents and other
specialists by quickly summarizing, distilling, and analyzing
information and alerts, and generating content. New knowledge
article generation, feedback summarization, and alert group
simplification help agents and specialists work smarter not harder,
so they can focus on improving customer experiences, more complex
problem solving, and driving business outcomes.
- Knowledge article generation, available in Now Assist
for IT Service Management, Now Assist for Customer Service
Management, and Now Assist for HR Service Delivery, uses GenAI to
draft knowledge articles based on incident/case records and work
notes, accelerating company-wide information-sharing and boosting
incident/case deflection. Simplifying this obligatory, manual
process improves both the speed and quality of knowledge
distribution and enables a higher degree of self-service, allowing
agents to focus on more complex assignments.
- Post call summarization, available initially in Now
Assist for Customer Service Management, uses GenAI to summarize
voice call transcripts when a call ends, enabling customer support
agents to accelerate wrap up time, reduce handle time and have more
customer interactions.
- Feedback summarization, available in the new Now Assist
for SPM, uses GenAI to analyze and distill customers’ comments and
requests so product managers can identify and address priorities
and pain points faster and more easily. Less time manually
synthesizing feedback means more time serving customers’ needs,
resulting in better business outcomes.
- Alert group simplification, part of Now Assist for ITOM
AIOps, harnesses GenAI to intelligently analyze and group alerts so
IT teams can problem solve more holistically, strategically, and
efficiently. Identifying patterns between incidents can reveal the
bigger picture, allowing teams to uncover and address systemic,
rather than piecemeal, issues. Alert group simplification allows IT
teams to respond both smarter and faster to incidents, with a
broader understanding that enables sustainable and proactive IT
operations.
Transforming the government employee & customer
experience with secure GenAI capabilities in ServiceNow’s
FedRAMP-Authorized cloud
ServiceNow is also bringing its Now Assist portfolio, powered by
a fast, secure, and cost-effective Now AI multimodal model, to the
ServiceNow Government Community Cloud (GCC), so governments
can harness GenAI to improve mission customer experiences and best
serve the public needs.
With Now Assist through GCC, government agencies can use
ServiceNow’s GenAI capabilities for key use cases like code
generation, case summarization, incident summarization, and
GenAI-powered search to deliver services quickly and effectively,
leverage resources more efficiently, as well as build trust with
the public.
GCC is one of ServiceNow’s dedicated clouds designed to meet the
full spectrum of regulatory, compliance, and security needs for its
hundreds of Public Sector customers and is authorized at the
FedRAMP High compliance level and at the DoD Impact Level 4.
Driving business impact through GenAI on the Now
Platform
ServiceNow has already realized the benefit of its own
commitment to GenAI innovation, putting Now Assist to work across
more than 20 use cases internally to drive roughly $10 million in
annualized tangible benefits. GenAI is helping save valuable time
for ServiceNow employees and customers by boosting self-service,
with deflection rates doubling and improving every month.
Developers have also seen gains in productivity through Now Assist
for Creator code generation, with roughly 50% of automated
workflows created using flow generation. Based on data from
ServiceNow’s internal use cases, if every IT agent around the world
using ServiceNow today used Now Assist, the forecasted productivity
enhancement would equal 1 billion hours.
As Now Assist continues to transform how we work, ServiceNow is
committed to charting the future of impactful, responsible, and
secure AI—embracing open-science, open-governance development.
Together with Hugging Face, ServiceNow led the creation of the
open-source BigCode project, which since 2022 has fostered the
development of LLMs for code to help ensure responsible sourcing,
training, and sharing of AI models. Earlier this year, ServiceNow,
in partnership with NVIDIA, Hugging Face, and the Big Code
community, released the StarCoder2 family of LLMs for code
generation—prioritizing open-science, open-source, and open
governance protocols to build trust, promote accountability, and
provide transparency. ServiceNow is also a founding member of the
AI Alliance, joining forces with other pioneering organizations to
advance the principles of open, safe, and responsible AI
globally.
Many of ServiceNow’s Now Assist features are powered by a Now AI
multimodal model that is fast, cost effective, and secure, powering
the best possible GenAI solutions.
What our customer and partner is saying:
Equinix
“Generative AI is catalyzing another wave of digital
transformation to transform employee experiences & user
productivity,” said Milind Wagle, Chief Information Officer,
Equinix. “With Now Assist we can prescribe intelligent actions to
HR practitioners, scale our business processes, drive self-service
employee engagement, while increasing agent productivity by
30%.”
Availability
- Generative AI capabilities announced today on the Now Platform
are expected to be available on May 9, with the exception of alert
group simplification available by the end of Q2. GCC will be
available in the second half of 2024 or sooner, pending FedRamp
approval.
Additional Information
- Check out ServiceNow’s recently published Responsible AI
guidelines, a practical handbook for human-centered AI.
About ServiceNow
ServiceNow (NYSE: NOW) is putting AI to work for people. We move
with the pace of innovation to help customers transform
organizations across every industry while upholding a trustworthy,
human centered approach to deploying our products and services at
scale. Our AI platform for business transformation connects people,
processes, data, and devices to increase productivity and maximize
business outcomes. For more information, visit:
www.servicenow.com.
Forward-Looking Statements
This press release contains “forward-looking statements” about
the expectations, beliefs, plans, and intentions relating to its
generative AI innovations announced at Knowledge 2024. Such
statements include statements regarding future product capabilities
and offerings and expected benefits to ServiceNow. Forward-looking
statements are subject to known and unknown risks and uncertainties
and are based on potentially inaccurate assumptions that could
cause actual results to differ materially from those expected or
implied by the forward-looking statements. If any such risks or
uncertainties materialize or if any of the assumptions prove
incorrect, ServiceNow’s results could differ materially from the
results expressed or implied by the forward-looking statements
made. ServiceNow undertakes no obligation, and does not intend, to
update the forward-looking statements. Factors that may cause
actual results to differ materially from those in any
forward-looking statements include: (i) delays and unexpected
difficulties and expenses in executing the product capabilities and
offerings, (ii) changes in the regulatory landscape related to AI
and (iii) uncertainty as to whether sales will justify the
investments in the product capabilities and offerings. Further
information on factors that could affect ServiceNow’s financial and
other results is included in the filings ServiceNow makes with the
Securities and Exchange Commission from time to time.
© 2024 ServiceNow, Inc. All rights reserved. ServiceNow, the
ServiceNow logo, Now, and other ServiceNow marks are trademarks
and/or registered trademarks of ServiceNow, Inc. in the United
States and/or other countries. Other company names, product names,
and logos may be trademarks of the respective companies with which
they are associated.
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version on businesswire.com: https://www.businesswire.com/news/home/20240507172468/en/
Media Contact Jacqueline Velasco 408-561-1937
press@servicenow.com
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