Revolutionizing Self-Service: ServiceNow’s Now Assist for Virtual Agent Enhances Productivity with AI-Powered Conversations

June 13, 2023

Revolutionizing Self-Service: ServiceNow’s Now Assist for Virtual Agent Enhances Productivity with AI-Powered Conversations

ServiceNow, a leading digital workflow company, has announced the launch of its latest generative AI solution: Now Assist for Virtual Agent. The innovative solution aims to revolutionize self-service by providing intelligent and relevant conversational experiences. The new capability is an extension of ServiceNow’s strategy to integrate generative AI capabilities into its Now Platform, helping customers streamline digital workflows and optimize productivity.

Leveraging Generative AI for Direct and Accurate Responses

Now Assist for Virtual Agent utilizes generative AI to deliver direct and contextually accurate responses to user inquiries. According to ServiceNow, this self-service capability will help users obtain quick and accurate solutions, even when they need guidance on who to approach or where to begin. The tool uses natural language processing (NLP) techniques to understand the meaning behind user queries and provide appropriate responses.

Aligned with the introduction of the Generative AI Controller

ServiceNow has launched Now Assist which aligns with the introduction of their Generative AI Controller. This controller serves as the foundation for all generative AI functionality on the Now Platform, enabling organizations to develop custom models that can be used across multiple workflows, from IT to employee experience and customer service. This innovative solution helps businesses automate and streamline their processes to achieve faster responses.

Collaboration with Nvidia to Develop Customized Large Language Models

ServiceNow has collaborated with Nvidia to develop customized large language models (LLMs) for workflow automation. The company is developing custom LLMs using Nvidia’s software, services, and infrastructure, trained on data specifically for the ServiceNow Platform. This integration can be easily incorporated into an organization, helping them to begin automating and streamlining digital workflows.

Exploring future use cases of generative AI

ServiceNow is actively exploring future use cases of generative AI to enhance productivity across various business functions. These use cases could include integrating generative AI into supply chain management, financial operations, and marketing. Barnes said that the company aims to integrate all workflows with generative AI and low code.

ServiceNow’s launch of Now Assist for Virtual Agent represents a significant step forward in the field of generative AI in digital workflows. Through its collaboration with Nvidia, ServiceNow is poised to enhance its offerings by developing customized large language models that can automate and streamline digital workflows. As businesses worldwide continue to move towards digital transformation, Now Assist for Virtual Agent will undoubtedly play a crucial role in enabling them to achieve faster responses and improved productivity.

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