ServiceNow to Unlock 24/7 Productivity at Massive Scale With AI Agents for IT, Customer Service, Procurement, HR, Software Development, and More
Visionary approach redefines how AI agents collaborate with employees and customers
Using advanced reasoning and grounded in cross-enterprise data through the Now Platform,
First use cases, Customer Service Management AI Agents and IT Service Management AI Agents, are expected to reduce mean-time-to-resolution and make live agents more productive
New Now Assist Skill Kit enables organizations to build, test, and deploy custom GenAI skills on the
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Gartner® predicts that “by 2028 one third of interactions with GenAI services will invoke action models and autonomous agents for task completion.”1 With unified, real-time access to enterprise-wide knowledge, tools, workflows, and data on the Now Platform—and the ability to comprehend and interpret context to offer personalized responses and execute action plans—ServiceNow AI Agents will ultimately have the potential to reinvent workflows across the enterprise, from small and specialized tasks like single issue resolution, to running an entire incident response workflow. Guardrails for robust oversight will be built in to help ensure organizations can add the levels of governance they need for their unique business processes.
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Developing custom Now Assist skills and underlying prompts to tailor use cases natively within the Now Platform
With Now Assist Skill Kit, generally available today, organizations can create custom GenAI skills for their specific business needs, as well as when they have a use case that isn’t yet available out-of-the-box with Now Assist AI. Skill Kit allows customers to build, test, and deploy new GenAI skills and their underlying prompts, select models, and assign these skills to applications. Skill Kit connects seamlessly to data and knowledge within the Now Platform for enhanced context and accuracy, and offers powerful options for customization, whether customers choose Now LLMs or want to incorporate third-party or custom LLMs.
Additionally, organizations can assign their custom GenAI skills to AI agents, providing more capacity to help with manual tasks. Custom-built AI agents will be able to learn alongside customers’ businesses, working together with employees to manage workflows end-to-end.
Scaling AI agents on the Now Platform
“Over the past few months, AI agents and agentic workflows' discussions have taken the technology world by storm. Instead of using AI to optimize an isolated business process, AI agents could orchestrate the end-to-end value chain," said
As more powerful models increase AI agents’ ability to reason and act,
The first ServiceNow AI Agent use cases—Customer Service Management AI Agents and IT Service Management AI Agents—are primed to deliver a boost in live agent productivity with AI agents solving many types of employee and customer issues by comprehending context, intuitively creating a step-by-step process for resolution, and executing on the plan, with approvals where needed from live agents.
In the future, using
Redefining collaboration between people and AI on the AI Platform for business transformation
This approach, along with the hundreds of innovations introduced with the Xanadu release, signify ServiceNow’s commitment to helping businesses drive more value with AI. With a single data platform that seamlessly integrates people, processes, data, and devices, customers can act with greater speed and scale. Domain specific AI models on the Now Platform are purpose-built for any use case, expanding the possibilities of GenAI across every piece of the business in every industry.
The Now Platform, including new data enhancements such as RaptorDB Pro announced today alongside the Xanadu release, provides the ultra-scale and performance needed for organizations across all industries to manage complex data in one system of action, revolutionizing their operations.
With the combination of ServiceNow’s new Xanadu GenAI innovations, data platform enhancements, and ServiceNow AI Agents,
Availability
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Now Assist Skill Kit is available today in the
ServiceNow Store . -
Customer Service Management AI Agents and IT Service Management AI Agents are expected to be available to customers in
November 2024 in limited release, with additional use cases added through 2025.
Additional Information
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Read about additional news from
ServiceNow today:ServiceNow bolstered its Now Assist GenAI portfolio and added new AI innovations to enhance productivity and employee collaboration.ServiceNow unveiled new data enhancement capabilities to unlock value with ultra-scale and performance.ServiceNow expanded its industry footprint with purpose-built AI solutions for telecommunications, media, and technology; financial services; public sector; and retail industries.ServiceNow released additional capabilities designed to boost collaboration and efficiency for developers, IT teams, and employees.
About
Forward Looking Statements
This press release contains “forward looking statements” about the expectations, beliefs, plans, and intentions relating to its innovations announced with the Now Platform Xanadu release. Such statements include statements regarding future product capabilities and offerings and expected benefits to
© 2024
1 Gartner, Predicts 2024: The Future of Generative AI Technologies,
GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the
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