September 24, 2023

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ServiceNow at this time introduced its newest generative AI answer, Now Help for Digital Agent, with the intention of revolutionizing self-service by providing clever and related conversational experiences. The brand new functionality expands on ServiceNow’s technique of integrating generative AI capabilities into its Now Platform, which helps clients to streamline digital workflows and optimize productiveness.

This instrument makes use of generative AI to ship direct and contextually correct responses to person inquiries. Built-in with the Now Platform, it’ll allow customers to swiftly entry related data and join with digital workflows tailor-made to their wants. Now Help supplies person help with inner code snippets, product photos or movies, doc hyperlinks and summaries of data base articles.

Based on the corporate, this self-service functionality will assist customers receive fast and correct options, even after they want steerage on whom to strategy or the place to start. The corporate believes that by enhancing self-solve charges and accelerating problem decision, the characteristic considerably boosts productiveness.

“One of many key targets of our new providing is to unlock extra productiveness with out added complexity by offering direct, related conversational responses,” Jeremy Barnes, VP for platform product AI at ServiceNow, informed VentureBeat. “By connecting exchanges to automated workflows, clients can get the knowledge they want throughout the context of their group.”


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ServiceNow’s launch of Now Help aligns with the introduction of their Generative AI Controller, which serves as the inspiration for all generative AI performance on the Now Platform. As well as, the corporate has additionally collaborated with Nvidia to develop custom-made massive language fashions (LLMs) for workflow automation.

Leveraging generative AI to streamline person inquiries

Now Help for Digital Agent may be simply configured utilizing Digital Agent Designer in a low-code, drag-and-drop atmosphere. Moreover, customers can create and deploy conversational self-service with the instrument’s diagram drag-and-drop designer, which includes pure language understanding (NLU).

ServiceNow says this integration may be simply integrated into a corporation to allow them to start automating and streamlining digital workflows to attain quicker responses.

“Now Help permits organizations to simply join throughout an organization’s inner information base, after which complement solutions with common goal LLMs like Microsoft Azure OpenAI Service LLM and OpenAI API,” stated Barnes.

In partnership with Nvidia, the corporate is actively creating customized LLMs tailor-made particularly for ServiceNow. These LLMs shall be available and built-in into the Now Platform.

Barnes highlighted that the corporate’s technique encompasses supporting each general-purpose LLMs and offering domain-specific LLMs. The continued collaboration with Nvidia goals to handle a broad spectrum of buyer necessities with customized LLMs.

Customized LLMs constructed with Nvidia

The corporate is creating customized LLMs utilizing Nvidia’s software program, providers and infrastructure, educated on knowledge particularly for the ServiceNow Platform, Barnes defined.

“We imagine there shall be many extra thrilling advances as we proceed to strengthen workflow automation and improve productiveness,” he stated.

Barnes defined that if a corporation’s information base lacks ample data to supply a contextual response to a common query, Now Help will set up a reference to general-purpose LLMs to enhance the reply.

“If a person doesn’t know who to ask or the place to begin, our new answer will assist them shortly decide essentially the most related reply with out having to scroll by infinite hyperlinks or information base articles,” Barnes added. “For our clients, that is about simplification and never having to decelerate to grasp how and the place to get the allow you to want — however to have the ability to get it on the velocity of your work.”

The corporate stated that Now Help for Digital Agent and Now Help for Search are presently accessible to a choose group of consumers and are anticipated to be broadly obtainable in ServiceNow’s Vancouver launch scheduled for September 2023.

What’s subsequent for ServiceNow? 

Barnes stated that ServiceNow is actively exploring future use circumstances of generative AI to reinforce productiveness throughout numerous enterprise features, resembling IT, worker expertise and customer support.

“We’re exploring extra future use circumstances to assist brokers extra shortly resolve a broad vary of person questions and help requests with purpose-built AI chatbots that use LLMs and deal with outlined IT duties,” he stated. “Internally, ServiceNow is exploring how AI can be utilized to generate and doc code and scripts in addition to evaluating the way it will help workers discover data quicker for issues like advantages, PTO insurance policies, opening incidents and extra.”

The corporate goals to combine all workflows with generative AI and low code. By doing so, ServiceNow believes it’ll unlock new use circumstances that successfully leverage the expertise’s potential throughout industries and allow the creation of latest income streams.

“We’re extremely enthusiastic about enterprise AI,” stated Barnes. “There are tons of of use circumstances the place generative AI — utilized to a enterprise drawback you’re fixing for — can radically remodel the productiveness curve.”

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