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Today, ServiceNow announced “Now Platform Washington, D.C.”, the latest version of its workflow automation platform, enhanced with new generative AI enhancements as well as tools that boost productivity and optimize interactions in different growth-critical workflows.
Coming as the first release from the widely successful enterprise automation company in 2024, the update taps large language models to streamline IT operations management and introduces a new intelligent designer that enables users to build virtual agents more seamlessly. The move comes as ServiceNow continues to push the bar on generative AI by both implementing the technology across its own platform as well as open-sourcing it.
Just recently, it even released StarCoder2 LLM in conjunction with Nvidia and Hugging Face to help with coding tasks.
“The partnership between human intelligence and artificial intelligence enables a new level of simplicity to drive better business outcomes. However, CEOs have a difficult challenge. They know they must invest in generative AI to realize its true potential, but they can’t sacrifice proper privacy and governance while they move quickly. ServiceNow leads the industry with secure, responsible generative AI solutions, all on a single platform for end-to-end business transformation. With the latest innovations in the Washington, D.C. release, we are bringing generative AI to new use cases and personas so we can multiply its impact for every industry,” Jon Sigler, senior vice president of Platform at ServiceNow, said in a statement.
How does the update build on the gen AI experience?
ServiceNow started working on LLM capabilities years ago when it acquired Element AI. However, the company’s first generative AI move took shape in May 2023 when it announced Now Assist for Search, a platform offering that provided natural language responses based on customers’ knowledge base.
Subsequently, it expanded the gen AI-powered Now Assist family of solutions to ITSM (IT service management), CSM (customer service management), HRSD (human resource service delivery), and Creator.
Thanks to its Washington, D.C. release, the company is bringing Now Assist to its ITOM (IT operations management) AIOps solution.
The move will apply the company’s domain-specific large language model (Now LLM) to analyze, translate and provide detailed context of complex, jargon-heavy machine-generated alerts and logs.
This way, operations teams will instantly receive natural language summaries of the problems and be able to better understand them, enabling faster resolution and prevention.
In an early preview to the press, ServiceNow demonstrated Now Assist for ITOM AIOps. The demo showed that the solution provided a crisp summary of an issue, along with its potential downstream impact as well as the next step of action that should be taken. This can be very handy in accelerating issue remediation, especially in the case of outages.
Now Assist for ITOM – Service outage simplificationBeyond Now Assist for ITOM, ServiceNow also debuted an AI-enabled Virtual Agent Designer and AI accelerators for its Impact offering.
The AI-enabled designer builds on the one the company announced in June 2023 with Now Assist for Virtual Agents. The original designer allowed users to configure intelligent generative AI-powered conversational experiences in a low‑code, drag‑and‑drop environment. The new one takes this a step further by using generative AI to create custom chat interactions.
Essentially, LLMs identify and recommend topics, helping users define how different questions are asked and answered and leading to more seamless conversational experiences. ServiceNow noted that these chat experiences will also include dynamic translation, allowing users to interact with the LLM in their preferred language.
On the other hand, the new Impact AI Accelerators provide ServiceNow users with expert support, demos and training to prepare for embracing AI on the platform. This includes a range of options to jumpstart workflows, including those targeted at generative AI, predictive intelligence, task intelligence and natural language understanding. According to the company, users can pick the accelerator of their choice and go through it to adopt AI quickly and easily, map those investments to business objectives and track the value they’ve gained.
What else is new from ServiceNow?
In addition to the AI-centric smarts, ServiceNow also made general enhancements to its platform to enhance efficiency and productivity. This includes the introduction of a new Sales and Order Management (SOM) offering that can connect to end-to-end sales processes on the Now Platform, allowing users to manage everything from quotes and pricing to order fulfillment.
Sales and Order ManagementThe company has also added a Workflow Studio, which integrates multiple platform tools to streamline workflow creation and management, and Operation Technology Knowledge Management to help workers quickly find information about OT incidents and resolutions.
Plus, there is a new unified analytics experience across the entire Now Platform, the company said.
ServiceNow says all the new capabilities of Now Platform Washington, D.C., are generally available starting today and users can access them through its store.
