ServiceNow and Nvidia announced Wednesday that they are working together to build generative AI applications for various enterprise functions to optimize business processes and workflows.
According to Rama Akiraju, vice president of AI for IT at ServiceNow, ServiceNow will use the data available in its workflow platform and Nvidia’s DGX Cloud, Nvidia DGX SuperPOD, and Nvidia’s Enterprise AI software suite to It says it develops custom large-scale language models for enterprises.
These models are used to develop generative AI application use cases across enterprise IT, customer service teams, employees, and developers to enhance workflow automation and improve productivity. Akkiraju added.
The two companies said that the initial outcome of the partnership is to build generative AI applications for enterprise IT departments, including tasks such as ticket summarization, ticket auto-routing, incident severity prediction, intent detection, semantic search, and ticket automation. Added when adding activities. – Targeted resolution, root cause analysis, and detection of similar incidents.
Giving an example of how generative AI can help improve productivity, Akkiraju said AI-powered ticket summarization saves agents at least seven to eight minutes per interaction.
Generative AI use cases are implemented primarily through virtual assistants, using large-scale language models and dedicated AI chatbots focused on defined IT tasks to answer a wide range of user questions. and resolve support requests. said the company.
“To simplify the user experience, companies can customize chatbots with their own data to create central generative AI resources that are topic-aligned while solving a variety of requests,” the companies said. added.
According to ServiceNow and Nvidia, these implementations can also be mirrored between customer service teams.
According to the companies, companies can use generative AI to help staff identify growth opportunities, recommend courses and mentors based on natural language queries and information from staff profiles, thereby enabling employee engagement. improve the employee experience.
Generative AI Streamlines Nvidia’s IT Operations
As part of the collaboration, ServiceNow is building generative AI use cases to streamline Nvidia’s IT operations, Akkiraju said.
To develop these applications, ServiceNow uses Nvidia’s data residing on the platform and customizes the underlying model using Nvidia’s NeMo framework on DGX Cloud and on-premises DGX SuperPOD computers.
Part of Nvidia’s AI Enterprise software suite, the NeMo framework includes features such as prompt tuning, supervised tweaking, and knowledge search tools that enable developers to build language models for enterprise use cases, Helps you customize and deploy.
The software suite itself will accelerate data science pipelines and streamline the development and deployment of production AI, including generative AI, computer vision and speech AI, according to Nvidia.
According to Nvidia, it includes over 50 frameworks, pre-trained models and development tools, and the suite also comes with NeMo Guardrails software that allows developers to add safety and security features to AI chatbots. He added that he does. In early May, ServiceNow partnered with Hugging Face to release a free Large Language Model (LLM) trained to generate code to combat AI-based programming tools.
