ServiceNow's Generative AI and Intelligent Automation: Transforming Business Operations
Customer Company Size
Large Corporate
Country
- United States
Product
- Now Assist
- Predictive Intelligence
- ServiceNow Generative AI
- Now LLM Service
Tech Stack
- Large Language Models (LLMs)
- Predictive Intelligence Workbench
- Task Intelligence
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Productivity Improvements
- Customer Satisfaction
- Digital Expertise
Technology Category
- Analytics & Modeling - Machine Learning
- Analytics & Modeling - Predictive Analytics
- Platform as a Service (PaaS) - Connectivity Platforms
Applicable Industries
- Software
- Professional Service
Applicable Functions
- Business Operation
- Quality Assurance
Use Cases
- Predictive Maintenance
- Remote Asset Management
- Virtual Training
Services
- Software Design & Engineering Services
- System Integration
About The Customer
ServiceNow is a leading provider of enterprise cloud computing solutions, specializing in digital workflows that transform how organizations operate. With a focus on IT service management, human resources, customer service, and more, ServiceNow offers a comprehensive platform that integrates various business functions. The company serves a diverse range of industries, including technology, finance, healthcare, and manufacturing, among others. ServiceNow's customer base includes large corporations and enterprises seeking to enhance their operational efficiency and drive digital transformation. By leveraging advanced technologies such as AI and machine learning, ServiceNow aims to empower organizations to automate processes, improve productivity, and deliver exceptional customer experiences. The company's commitment to innovation and customer-centric solutions has positioned it as a leader in the enterprise software market.
The Challenge
ServiceNow customers are increasingly interested in applying AI to drive Intelligent Automation within the platform. The challenge lies in effectively combining Generative AI with existing Classic AI capabilities to enhance decision-making and automate processes. Customers are curious about how Generative AI, specifically Now Assist, can be integrated with Predictive/Task Intelligence to create more efficient AI solutions. The goal is to leverage AI to automate remediation processes and improve productivity across various workflows, such as ITSM, HRSD, CSM, ITOM, and SPM. Additionally, there is a need to simplify the implementation of Generative AI solutions, making them more accessible and reducing the resources required for deployment.
The Solution
ServiceNow has introduced Generative AI capabilities through Now Assist, a solution designed to enhance productivity and automate decision-making processes. Now Assist leverages the Now LLM Service, which combines ServiceNow-built LLMs, commercial LLMs, and open-source LLMs to provide optimal solutions for various problems. The platform integrates Generative AI with Classic AI capabilities, such as Predictive Intelligence, to create a comprehensive AI solution. This integration allows for the automation of tasks, such as predicting assignment groups, suggesting solutions, and identifying knowledge gaps. Now Assist is designed to be a turnkey solution, enabling customers to activate Generative AI capabilities with minimal implementation resources. The platform also enhances chatbot functionality by dynamically generating Virtual Agent conversations, reducing the need for development. Additionally, Now Assist can generate knowledge articles from incidents, streamlining the knowledge management process. By combining Generative AI with Classic AI, ServiceNow aims to improve agent productivity, reduce response times, and enhance overall operational efficiency.
Operational Impact
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