Unveiling the Power of Generative AI in ServiceNow's Vancouver Release
In the ever-evolving digital landscape, businesses are perpetually seeking innovative solutions to enhance operational efficiency and user experience. ServiceNow, a platform renowned for its ability to manage digital workflows with finesse, has introduced its Vancouver release, embedding Generative AI across the platform to drive growth, reduce costs, and elevate every customer’s experience across all business functions. This article delves into the notable features and applications introduced in this release, spotlighting how Generative AI has been intricately woven into various aspects of the Now Platform.
Harnessing Generative AI with Now Assist
The Vancouver release introduces Now Assist, a pivotal application that brings the prowess of generative AI to the Now Platform. Designed to bolster productivity and efficiency, Now Assist enhances self-service, recommends actions, delivers precise answers, and empowers users through an advanced search functionality.
Key highlights of Now Assist in the Vancouver release include:
- Generative AI chat summarisation skills
- Case and incident summarisation skills
- Resolution notes generation skills
- Enhanced search skills
- Text-to-code skill
Now Assist for ITSM
Now Assist for ITSM notably augments agents, admins, developers, and end users with generative AI, providing more specific and relevant search results across portals, workspaces, and Virtual Agent. It automates mundane tasks, decreases Mean Time to Resolution (MTTR) with Q&A and case summarisation, and reduces manual work while enhancing consistency with text-to-code and recommended actions in Flow Designer.
Generative AI Controller: Integrating Third-Party LLMs
The Generative AI Controller is another stellar addition in the Vancouver release, enabling the integration of third-party large language models (LLMs) with workflows. This application allows users to create and utilise generative AI capabilities with OpenAI or Microsoft Azure OpenAI in various areas like Flow Designer, Virtual Agent Designer, and scripting.
Some of the highlights for the Generative AI Controller in the Vancouver release include:
- Utilising LLMs in workflows
- Generating text content to expedite the creation of KB article drafts or email responses
- Analysing user sentiment to gauge customer satisfaction levels
- Prompting LLMs directly to create custom use cases
- Integration with GPT-3.5 and GPT-4 with either OpenAI or Azure OpenAI in Flow Designer and Virtual Agent Designer
Employee Center Pro: Personalising Employee Experiences
The Vancouver release also brings enhancements to Employee Center Pro, offering a newly personalised employee news experience. The AI-assisted global search enables employees to find relevant news and microsites, designed to locate the most pertinent rich content on a global scale, providing accurate information and comprehensive insights exactly when they need it.
Revamping AIOps User Experience
The redesigned AIOps user experience empowers operators with improved navigation and setup, enabling them to:
- Identify and address issues from a single screen
- Easily add third-party events, logs, or metrics from the Integrations Launchpad
- Extract more value in less time from AIOps with new admin dashboards
Process Mining: Automated Findings and Enhanced Insights
In the realm of process mining, the Vancouver release introduces Automated Findings, providing automated insights into common process inefficiencies like rework, ping-pong, and extra steps, thereby streamlining the identification and prioritisation of process improvement opportunities.
Additionally, the Process Map Component extends the reach of the powerful process insights that Process Mining provides, enabling business users to get a complete view of their process KPIs, operational data, and process performance in a single view.
Conclusion
ServiceNow's Vancouver release is a testament to the platform’s commitment to driving digital transformation by leveraging the power of Generative AI across various applications and workflows. From enhancing user experiences with Now Assist to integrating third-party LLMs with the Generative AI Controller, the release promises to elevate operational efficiency and productivity across every business function, ensuring high levels of digital trust and privacy.
Are you ready to start your journey on the path of AI-powered solutions?
Innovatedge can help your business navigate through the digital era and the innovations embedded in the Vancouver release. Together, let's pave the way for a future where intelligent workflows and enhanced user experiences reign supreme.
For more information, speak to our ServiceNow experts.
