“The partnership between human intelligence and artificial intelligence enables a new level of simplicity to drive better business outcomes,” according to Jon Sigler, Senior Vice President of Platform at ServiceNow. “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.”

Now Assist for ITOM AIOps supercharges ServiceNow’s market‑leading ITOM AIOps solution, applying generative AI to speed up issue resolution by analyzing alerts and providing critical context for operators. Now Assist for ITOM AIOps uses generative AI to translate complex, jargon‑heavy machine‑generated alerts into simple natural language so operations teams can better understand, prevent, and solve issues faster. Powered by a domain specific ServiceNow large language model, Now Assist for ITOM AIOps is optimized for productivity and data security to help protect enterprise operations data.

Enhancements to Now Assist in Virtual Agent boost the generative AI capabilities unveiled in June 2023. Existing functionality combines AI Search and Service Catalog Items with generative AI chat skills to speed up issue resolution and increase case deflection from live agents with a conversational, self‑service experience. New generative AI‑enabled Virtual Agent Designer and integrated dynamic translation enrich the development side of the solution to make it quicker and easier to create AI‑powered conversations, so creators can drive higher levels of automation in Virtual Agent.

Virtual Agent Designer uses generative AI to quickly build custom conversational automation to improve self‑service and service delivery. The intelligence in Virtual Agent Designer solves the challenge of addressing variations in how people communicate with a quick setup and engaging self‑service experience. Dynamic translation detects the language of text inputs and automatically responds in the same language to deliver simple, seamless, and real‑time localization.

ServiceNow Impact AI Accelerators are part of ServiceNow Impact, a first of its‑kind value acceleration solution that helps organizations accelerate time to value with their ServiceNow investments. The new Impact AI Accelerators allow platform owners to adopt ServiceNow generative AI experiences quickly and easily, map investments to business objectives, and track the value they’ve gained from generative AI for faster return on investment. With a mix of ServiceNow expert support, demos, and training, the accelerators provide additional expertise and guidance around generative AI, task intelligence, predictive intelligence, and natural language understanding.

ServiceNow, a Hacienda tenant since March 2017, was also named a Leader in the Forrester Wave: Customer Service Solutions last month. The rating for Q1 2024 recognizes ServiceNow’s Customer Service Management solution for the first time. According to the report, “ServiceNow’s unique vision is to orchestrate customer workflows that are not solely contained in the front office, measuring results to continually improve customer experience and costs.”

For more information about ServiceNow, please visit www.servicenow.com.