ServiceNow Inc. recently shared an important update at its Knowledge 2024 conference about its Now Assist generative AI agents. The company is introducing an option for customers to use their preferred large language models (LLMs) within these AI agents. This feature allows users to either utilize top-tier models like GPT-4 or craft their own, offering a more tailored interaction with the Now Assist agents based on their specific needs.
This initiative is a key part of ServiceNow’s strategy to integrate cutting-edge AI into its workflow platforms, especially within the Now Assist AI agents lineup. These agents are woven into essential ServiceNow services such as Service Management, Customer Services Management, Human Resources Services Delivery, and Workflow Creator.
Among the updates, ServiceNow has launched new Now Assist agents, including one for Strategic Portfolio Management. This agent is crafted to boost decision-making and strategic planning for product managers by directly incorporating customer feedback, enhancing customer satisfaction. It also streamlines demand creation, allowing business users to initiate demands more easily, without the complexity of extensive paperwork.
For developers and administrators, the expanded capabilities of Now Assist include managing prompts, generating Service Catalog items, playbooks, and applications. These tools are designed to speed up the development process, making it quicker and more efficient to produce catalog items, playbooks, and apps.
In customer service, the updates help agents quickly summarize, refine, and analyze information, allowing them to focus on tackling more complex issues and improving customer and user experiences.
A significant addition is the availability of the Now Assist family of AI agents on ServiceNow’s FedRAMP-authorized cloud platform, the ServiceNow Government Community Cloud (GCC). This ensures that government clients can utilize ServiceNow’s advanced generative AI features while adhering to stringent regulatory, compliance, and security standards.
ServiceNow has also unveiled the Creator Studio within the ServiceNow App Engine platform. This tool provides a no-code application building experience to all employees, empowering them to create apps independently from IT teams. Creator Studio leverages natural language processing to understand user commands for building applications, which significantly broadens and speeds up app development across organizations.
These advancements reflect ServiceNow’s dedication to enhancing productivity and innovation across enterprises through powerful generative AI and user-friendly automation tools, positioning the company as a leader in AI-driven business transformation