ServiceNow's Generative AI and Intelligent Automation: Transforming Business Operations
公司规模
Large Corporate
国家
- United States
产品
- Now Assist
- Predictive Intelligence
- ServiceNow Generative AI
- Now LLM Service
技术栈
- Large Language Models (LLMs)
- Predictive Intelligence Workbench
- Task Intelligence
实施规模
- Enterprise-wide Deployment
影响指标
- Productivity Improvements
- Customer Satisfaction
- Digital Expertise
技术
- 分析与建模 - 机器学习
- 分析与建模 - 预测分析
- 平台即服务 (PaaS) - 连接平台
适用行业
- Software
- Professional Service
适用功能
- 商业运营
- 质量保证
用例
- 预测性维护
- 远程资产管理
- 虚拟培训
服务
- 软件设计与工程服务
- 系统集成
关于客户
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.
挑战
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.
解决方案
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.
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