ServiceNow Furthers Generative AI Leadership With New Capabilities In The Washington, D.C. Platform Release

ServiceNow announced that it has furthered its generative AI leadership with new capabilities in its Washington, D.C. platform release. The new features enhance the Now Assist GenAI experiences, which offer responsible, intelligent automation embedded into the ServiceNow platform. Now Assist for IT Operations Management AIOps, Now Assist in Virtual Agent enhancements, and ServiceNow Impact AI Accelerators extend ServiceNow’s innovation in AI and help boost productivity and accelerate value from AI investments.

According to IDC, enterprises invested $16 billion in generative AI in 2023 and will increase investment to over $143 billion within the next three years,1 as organizations realize the value and maximize adoption across their workforces. ServiceNow’s Washington, D.C. release brings new, expanded solutions to the enterprise that orchestrate smarter experiences and enable faster deployment—empowering organizations to scale generative AI across departments and recognize ROI all on a single platform. 

“The partnership between human intelligence and artificial intelligence enables a new level of simplicity to drive better business outcomes. 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,” said Jon Sigler, senior vice president of Platform at ServiceNow. “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.” 

ServiceNow continues to improve its rapidly expanding generative AI portfolio so enterprises can bring the power of generative AI to any department, scale to other parts of the business quickly, and accelerate value from AI spend. New Now Assist for ITOM AIOps, Now Assist in Virtual Agent enhancements, and new GenAI Accelerators available in ServiceNow Impact, simplify intelligent automation experiences and turbocharge productivity with a single, intuitive interface for comprehensive workflow automation.

ServiceNow is a GenAI first mover, with groundbreaking research and innovations that deliver responsible, purpose‑built AI solutions. The ServiceNow Research team has published more than 70 research studies on generative AI and large language models since 2017. They work in close partnership with teams across ServiceNow to rapidly expand the portfolio of generative AI use cases, innovations, and LLMs, while also fostering socially responsible, secure, and ethical use. 

This comes to life in several ways at ServiceNow. ServiceNow’s primary generative AI strategy is to leverage the domain specific Now LLM, which runs faster, costs less, is more accurate, and more secure. Plus, as part of an expanded partnership with NVIDIA to advance enterprise AI, ServiceNow is using the latest NVIDIA NIM inference microservices to develop and deploy new LLMs faster and more cost effectively, so customers can scale generative AI to new use cases and accelerate ROI across their business. 

ServiceNow is also live with 20+ Now Assist use cases internally, which are driving millions in cost savings per year. In addition, Now Assist for IT Service Management (ITSM) helped service agents close incidents in half the time, thanks to AI‑generated case resolution notes.

ServiceNow remains committed to responsible AI development and enablement. Alongside partners like Hugging Face and NVIDIA, ServiceNow actively embraces open‑source software to develop responsibly sourced AI models and facilitate the training and sharing of LLMs. Last month, ServiceNow, Hugging Face, and NVIDIA released StarCoder2. The StarCoder2 models were trained on more than 600 programming languages, enabling powerful new use cases for enterprise generative AI.

“The EY organization is leveraging ServiceNow’s Now Assist generative AI capabilities, which has helped enhance experiences for EY teams and clients,” said Paul Webb, EY global ServiceNow leader. “Building on our longstanding collaboration, we are looking forward to updates in ServiceNow’s Washington, D.C. release to further empower EY people, enhance the quality of client work and change our working world for the better.” 

“ANSR is re‑platforming its GCC Superapp on the Now Platform to power 60+ global capability centers and is committed to enabling 3,500 people across India on ServiceNow,” said Lalit Ahuja, CEO of ANSR. “With new updates in the ServiceNow Washington, D.C. release, we are thrilled about the step change in business outcomes that we will be able to deliver into the GCCs via the new and expanded generative AI capabilities to enable greater speed and productivity for many prominent Fortune 500 enterprises.”

“As part of our ServiceNow roadmap, we’re excited to explore the new capabilities available to further extend our use of Now Assist for ITSM and how it can increase our team’s productivity,” said Darrell Burnell, group head of technology, Davies. “Through ServiceNow Impact and the generative AI Accelerator, we can now get a preview of generative AI in action, tailored to our business. We’re excited to see what these new innovations can do for us.” 

“We recently partnered with ServiceNow to help customers better adopt new generative AI‑led solutions,” said Rakshit Ghura, senior vice president and global head of digital workplace and ServiceNow business unit, HCLTech. “The new generative AI‑powered features in the latest ServiceNow Washington, D.C. release will help us achieve these goals and build on future offerings, thereby allowing our clients to accelerate adoption and deploy solutions more efficiently so they can realize quicker returns from their investments.”

Source: ServiceNow media announcement