ServiceNow Expands Now Assist Generative AI Portfolio to Enhance Productivity and Transform Experiences
Customer Company Size
Large Corporate
Region
- America
Country
- United States
Product
- Now Assist in Virtual Agent
- Now Assist for Field Service Management
- Now Assist for IT Service Management
- Now Assist for Customer Service Management
- Now Assist for HR Service Delivery
Tech Stack
- Generative AI
- Low-code workflows
- Microsoft Azure OpenAI Service LLM
- OpenAI API
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Productivity Improvements
- Cost Savings
- Digital Expertise
Technology Category
- Analytics & Modeling - Generative AI
- Platform as a Service (PaaS) - Connectivity Platforms
- Functional Applications - Remote Monitoring & Control Systems
Applicable Industries
- Software
- Professional Service
Applicable Functions
- Field Services
- Business Operation
Use Cases
- Predictive Maintenance
- Remote Asset Management
Services
- Software Design & Engineering Services
- System Integration
About The Customer
ServiceNow is a leading digital workflow company that aims to make the world work better for everyone. The company provides cloud-based platforms and solutions that help digitize and unify organizations, enabling them to find smarter, faster, and better ways to make work flow. ServiceNow's solutions are designed to connect employees and customers, fostering innovation and agility. The company is committed to creating a future where work is more connected and efficient, and its generative AI solutions are a key part of this vision. ServiceNow's customers include leading companies and innovative organizations such as CBRE, Deloitte, Teleperformance, and a U.S. government agency. NVIDIA is also a customer and a technology partner of ServiceNow.
The Challenge
Organizations across industries are increasingly investing in AI technologies, with Gartner forecasting a $3 trillion spend on AI between 2023 and 2027. Generative AI is expected to account for 36% of this total AI spending. As companies begin deploying generative AI, many ServiceNow customers are already experiencing cost savings, growth, and efficiency improvements. The challenge lies in accelerating digital transformation and improving productivity through the integration of generative AI solutions. ServiceNow aims to address this by embedding powerful generative AI solutions into its platform, enabling customers to transform their workflows and enhance productivity.
The Solution
ServiceNow has launched a major expansion to its Now Assist generative AI portfolio, introducing new capabilities to transform experiences and increase productivity. The new solutions, Now Assist in Virtual Agent, flow generation, and Now Assist for Field Service Management (FSM), are embedded into the ServiceNow Platform. These solutions enhance ServiceNow's portfolio of practical generative AI applications, helping customers transform how they work. Now Assist in Virtual Agent enables organizations to create and deploy advanced generative AI chat experiences quickly, improving self-service and call deflection rates. Flow generation accelerates workflow development by converting plain text into low-code workflows, reducing the automation backlog and improving time-to-value. Now Assist for FSM uses generative AI to summarize work order tasks, improving technician and customer experiences. ServiceNow's generative AI strategy provides customers with broad and secure LLM support, including access to Microsoft Azure OpenAI Service LLM and OpenAI API. The company's domain-specific Now LLM is purpose-built for ServiceNow workflows, ensuring secure and transparent end-user experiences.
Operational Impact
Quantitative Benefit
Case Study missing?
Start adding your own!
Register with your work email and create a new case study profile for your business.
Related Case Studies.
Case Study
SET Creative Ditches Google Vault for Datto Backupify
When Kienholz first started at SET, the staff was using Microsoft Outlook for email with no form of data backup. It became apparent that something needed to change as the staff was often burdened with trying to recover emails from departed employees. Kienholz transitioned the team to Google’s Gmail and implemented Google Vault for backup purposes. While SET employees quickly adjusted to Gmail, which many use for personal email, the same could not be said for Google Vault. “Unlike most Google products, Vault was not user friendly at all. It’s very hard to search for items. We never really figured out how to do a restore either,” explained Kienholz. Due to SET’s work with high-profile brands, projects often go through many rounds of revisions right down to the eleventh hour. This means that every bit of information - especially data living in project managers’ emails - is crucial to delivering clients a polished design at deadline.
Case Study
Infosys achieves a 5–7 percent effort reduction across projects
Infosys, a global leader in consulting, technology, and outsourcing solutions, was facing significant challenges in application development and maintenance due to its distributed teams, changing business priorities and the need to stay in alignment with customer needs. The company used a mix of open source, home-grown and third-party applications to support application development projects. However, challenges resulting from distributed teams using manual processes increased as the company grew. It became more and more important for Infosys to execute its projects efficiently, so they could improve quality, reduce defects and minimize delays.
Case Study
Arctic Wolf Envelops Teamworks with 24x7 Cybersecurity Protection and Comprehensive Visibility
Teamworks, a leading athlete engagement platform, faced rising cyberthreats and needed enhanced visibility into its network, servers, and laptops. With software developers connecting from all over the world, the company sought to improve its security posture and position itself for future growth. The company had a secure platform but recognized the need for a more proactive solution to identify gaps within its technology infrastructure. Data exfiltration and malicious access were top concerns, prompting the need for a comprehensive security upgrade.
Case Study
Sawback IT and Datto Save Client From a Costly Mistake
Ballistic Echo, a software development house, faced a critical challenge when human error led to the deletion of thousands of lines of unique code. This incident occurred before the code was pushed to source control, resulting in significant loss of time, revenue, and work. The previous file-level backup solution they used was slow and inefficient, making it nearly impossible to manually recreate the lost work. The need for a more reliable and efficient business continuity solution became evident to avoid such disasters in the future.
Case Study
Opal Helps Customers Shine Thanks to Datto
SP Flooring & Design Center faced a ransomware attack that encrypted and locked their files. The attack was initiated through a compromised service account set up by an outside vendor. The ransomware infection was isolated quickly, but there was a concern about the extent of the data at risk. The company had backups in place but was unsure of how much information was compromised. The situation required immediate action to prevent further damage and restore the affected data.
Case Study
Zapier Aggregates Multiple Analytics in a Single Dashboard with the New Relic Platform
Zapier, a company that enables non-technical users to push data between hundreds of web applications, was facing a challenge in automating and provisioning servers for optimal performance. The company's environment consisted of 50 Linux servers on the Amazon Elastic Compute Cloud (EC2), a Django application split across several servers, and a backend consisting of a dynamic number of celery task workers fed by messages published to a RabbitMQ cluster. They also maintained a number of internal web services on nginx in front of Gunicorn and Node.js processes. Redis handled simple key and value stores, with logging handled by Graylog2 and ElasticSearch. However, they realized that no level of automation would be sufficient without an effective monitoring solution in place. They needed a tool that could provide immediate alerts when something was breaking and could be easily implemented into their environment.
