Low-code, configurable, modern generative AI capabilities enable Virtual Agent chatbots to deliver more relevant answers faster, increasing productivity without added complexity.
The solution builds on our strategy to incorporate generative AI across the Now Platform, following our recent partnership with NVIDIA
SANTA CLARA, Calif., June 13, 2023–(BUSINESS WIRE)–ServiceNow (NYSE:NOW), the digital workflow leader making the world a better place for everyone, today announced its latest generative AI solution. Now assist virtual agents. Designed to create a true conversational experience for more intelligent self-service. Now Assist for Virtual Agent builds on ServiceNow’s strategy of embedding generative AI across the Now platform, as recently announced at ServiceNow’s signature Knowledge event, making it easier for customers to bring intelligence to scale. to simplify and optimize your digital workflows.
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If your virtual agent doesn’t have a topic, you can generate and coordinate results from the Generated AI Genius to address user queries directly through Now Assist for Virtual Agent (Graphic: Business Wire)
ServiceNow Chairman and CEO Bill McDermott said, “ServiceNow is leading the Intelligence Era, and our long-standing investments in AI put us at the center of an undeniable movement.” “We are building generative AI into our platform to help our customer maximize her ROI, or ‘return on intelligence’. It’s all about thoughtful, reliable co-innovation that finds a balance between machine speed and human judgment. Powered by strategic partnerships with NVIDIA and Microsoft, we are designing smarter, fully automated workflows. We support our customers’ completely new innovations. Build your ServiceNow business model as an intelligent platform for end-to-end digital transformation. “
Start Virtual Agent Assist uses generative AI to provide more direct, relevant and conversational responses to questions, connecting exchanges into digital workflows across the Now platform. For example, when a user asks Now Assist for Virtual Agent a question, the solution uses generative AI to provide direct answers within the conversation, quickly providing the information the user needs (such as internal code from product or engineering teams). to be obtained. , product images and videos, links to documentation, or an overview of related knowledge base articles. Because ServiceNow works across multiple departments and systems, Now Assist for Virtual Agent accurately converses when users don’t know who to ask or where to start. This increases productivity, improves self-resolution rates, and promotes faster problem resolution.
“Now Assist for Virtual Agent is a powerful organic complement to the generative AI capabilities that ServiceNow has already begun rolling out,” said CJ Desai, President and Chief Operating Officer of ServiceNow. “By bringing generative AI into the Now Platform, we are empowering our customers to radically improve their productivity and realize the true potential of enterprise-grade AI.”
and Start Virtual Agent Assistcustomers will also be able to:
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Easily compose intelligent conversational experiences powered by Virtual Agent’s generative AI in a low-code, drag-and-drop environment. virtual agent designer
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By embedding direct access to general-purpose large-scale language models (LLMs) such as the Microsoft Azure OpenAI Service LLM and the OpenAI API, end-users do not have to search through multiple knowledge base articles to find the right information for their needs. You will be able to safely supplement the generic answer accordingly.
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Receive direct answers to user questions in real-time conversations and receive information in the best format for that answer: text, links, images, videos, relevant parts of knowledge base articles.
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Deliver a more personalized, relevant and contextual self-service experience from your virtual agent
Start Virtual Agent Assist recently announced ServiceNow Generated AI Controller, It serves as the foundation for all generative AI capabilities on the Now Platform. With this controller, organizations can easily connect their ServiceNow instances to both Microsoft Azure OpenAI Service LLM and OpenAI APIs, with built-in actions for faster intelligent workflow automation. Assist for Virtual Agent is now available as well. Now assist the search, It sits on top of the controller and works with Now Assist for Virtual Agent to deliver connected generative AI experiences across the Now platform. Because Now Assist for Search pulls information from within the customer’s environment, customers can trust that robust layers of security have been applied within the Now Platform, resulting in more accurate results and less chance of error or hallucinations. Reduced.
said Neil Ward-Dutton, Vice President, AI, Automation and Analytics Europe, IDC. “Use cases related to improving the customer and employee experience, along with knowledge management, top the list of organizations to act quickly. It guides us into the future, embedded in all kinds of processes, decisions, products, services and experiences.”
Extending the power of generative AI across the Now Platform
ServiceNow has invested in AI for many years and has incorporated it into the Now Platform to simplify and optimize out-of-the-box digital workflows. Other generative AI innovations recently announced by ServiceNow include a partnership with NVIDIA to develop custom LLMs for workflow automation and generative AI for use cases across IT departments, customer service teams, employees and developers. Includes additional functionality to apply Additionally, ServiceNow, along with partner Hugging Face, announced the availability of StarCoder LLM for his 15 billion parameter code of open access, open science and open governance on behalf of the BigCode community. This enables responsible innovation at more scale. Transparent and accessible generative AI.
availability
Now Assist for Virtual Agent and Now Assist for Search are currently only available to select customers, but will be generally available with ServiceNow’s Vancouver release in September 2023.
Use of forward-looking statements
This press release contains “forward-looking statements” regarding our expectations, beliefs, plans and intentions regarding Now Assist for Virtual Agent, Now Platform’s new generative AI solution. Such statements may include statements regarding future product features and services and expected benefits of ServiceNow. Forward-looking statements are subject to known and unknown risks and uncertainties and are based on potentially inaccurate assumptions that may cause actual results to differ materially from those anticipated or implied by the forward-looking statements. There is a possibility. If such risks and uncertainties materialize, or if any of our assumptions prove incorrect, ServiceNow’s results could differ materially from those expressed or implied by the forward-looking statements. I have. ServiceNow assumes no obligation and does not intend to update any forward-looking statements. Factors that could cause actual results to differ materially from the forward-looking statements include: (i) changes in the AI regulatory environment; (ii) Changes to ServiceNow’s AI Strategic Partnerships. (iii) delays, unforeseen difficulties and costs in providing the Solution; (iv) uncertainty about whether sales will justify the investment in the solution; Detailed information regarding factors that may affect ServiceNow’s financial and other results is contained in filings that ServiceNow may file with the Securities and Exchange Commission from time to time.
About ServiceNow
ServiceNow (NYSE: NOW) makes the world work better for everyone. Our cloud-based platforms and solutions help organizations digitize and integrate, enabling them to find smarter, faster and better ways to work. So employees and customers can be more connected, more innovative, and more agile. And we can all create the future we envision.The world works with ServiceNowTMs. For more information, please visit www.servicenow.com.
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