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Leveraging ServiceNow Gen AI: Enhancing Automation and Efficiency

According to a Deloitte poll of 2800 tech-savvy companies and business leaders, 79% of them anticipated that generative AI would have a big influence on their companies. This demonstrates how generative AI is revolutionizing commercial environments and introducing fresh approaches to work. Leading provider of workflow automation, ServiceNow, is driving this change by incorporating generative AI into its platform to enable companies in a range of sectors. Generative AI capabilities are now integrated into ServiceNow’s IT Workflows, Customer Workflows, Employee Workflows, and Creator Workflows to help businesses boost productivity and improve results.

What distinguishes ServiceNow Gen AI Features from those of other workflow automation platforms is the utilization of domain-specific Large Language Models (LLMs). For jobs like customer assistance, IT problem resolution, or HR case management, these customized models produce more accurate and pertinent outputs because they have a deeper understanding of industry-specific vocabulary and context. They make it possible for businesses across all sectors to take benefit of generative AI solutions without needing to carry out difficult settings or integrations.

How ServiceNow Gen AI Integration Works?

Through the integration of Artificial Intelligence (AI), ServiceNow is revolutionizing the corporate software market and expanding the capabilities of its platform. We need to have a thorough grasp of ServiceNow AI to guarantee a successful transition. To fully realize the benefits of their digital transformation projects, enterprises need to have a firm grasp of the various AI kinds and capabilities available inside ServiceNow.

What distinguishes AI in ServiceNow from Gen AI?

The terms “Gen AI” and “AI” are often used interchangeably, however. The term artificial intelligence (AI) refers to a variety of technologies that assist machines in carrying out complex reasoning-based activities. Artificial intelligence (AI) tools including task, document, and predictive intelligence are used by ServiceNow.Gen AI, on the other hand, is a subset of AI that uses preexisting data or training to produce unique content. The Generative AI Controller and Now Assist both make use of it.

What AI capabilities does ServiceNow offer?

 

ServiceNow’s Strategic AI Evolution Over the Last 7 Years

ServiceNow’s journey in AI has been both strategic and intentional, spanning over the last seven years with significant milestones. Starting in 2017, the company introduced Qlue, a virtual agent, and gradually expanded its AI capabilities by acquiring and integrating several cutting-edge technologies.

  • 2017-2018: The introduction of Qlue and the ML platform DxContinuum set the foundation for ServiceNow’s AI-driven automation. With the addition of Parlo, the natural language understanding (NLU) capabilities in English were enhanced.
  • 2019-2020: ServiceNow continued to innovate by incorporating FriendlyData for natural language queries and Passage AI for multi-language NLU. These integrations were pivotal in expanding ServiceNow’s AI footprint globally, including in New York, London, Madrid, and Orlando.
  • 2021-2022: The acquisition of Element AI marked a significant leap, bringing advanced AI research, automation discovery, and process optimization into the fold. ServiceNow’s AI capabilities grew stronger with the introduction of Hitch for skills mapping and enhanced AI-powered customer service routing.
  • 2023-2024: ServiceNow further broadened its AI portfolio with the integration of G2K for retail intelligence and ultimate.suite for task mining. The upcoming years are set to introduce the Generative AI Controller and an evolved Now Assist platform, aiming to revolutionize workflow automation in various industries.

This strategic evolution reflects ServiceNow’s commitment to advancing AI technologies and enabling businesses to achieve unprecedented levels of efficiency and automation.

These ServiceNow Gen AI Features make it possible for businesses to use AI without requiring a deep understanding of certain models or integrations. ServiceNow customers may easily harness the power of artificial intelligence (AI) to improve operational efficiency and decision-making by setting and activating different plugins. 

Use AI to Get Faster and More Accurate Responses

It’s important to remember that before generative AI models are used in production settings, a careful evaluation and rigorous testing are essential stages. Businesses need to make sure the AI model can quickly adjust to changing needs and is trained on extensive, comprehensive information. Customers may connect to a bespoke big language model with ServiceNow’s Vancouver release, which results in quicker and more accurate replies.

Boost Productivity Quickly with Gen AI

Text-to-code and case summaries are examples of Gen AI capabilities that are designed to improve customer outcomes and accelerate productivity.  Teams in charge of customer support, HR, and IT can complete tasks more quickly and provide more efficient solutions because of these capabilities. A domain-specific large language model (LLM) that was specifically created to comprehend the Now platform, workflows, and automation use cases is the foundation for the new capabilities. The 15 billion parameter StarCoder large language model (LLM) is the most potent open-access LLM for code creation. Hugging Face and ServiceNow Research are leading this joint venture. This paradigm promotes responsible innovation on a larger scale by improving the transparency and accessibility of generative AI.

ServiceNow Generative Artificial Intelligence Controller for Enhanced Productivity

With the help of the customizable ServiceNow Generative AI Controller, customers can easily incorporate gen AI solutions into their ServiceNow platform. This maximizes the benefit in terms of streamlined workflows and increased productivity by enabling enterprises to customize these new AI capabilities to their workflows and processes.

Businesses may link their ServiceNow instances to third-party LLMs like OpenAI, Azure OpenAI, Aleph Alpha, and Google Cloud using the ServiceNow Generative AI Controller, which improves platform performance. Future integration of other LLM service providers is possible thanks to its flexible design. With the ServiceNow Generative AI controller, a variety of ServiceNow Gen AI Features, including code generation, sentiment analysis, summarization, and other customized solutions, may be created.

With a ServiceNow Partner, Effectively Utilize Generative AI

ServiceNow intends to keep investing heavily in the field of artificial intelligence, but its Now Assist products demonstrate its dedication to assisting businesses in overcoming obstacles and remaining competitive. It seeks to revolutionize corporate processes by democratizing general artificial intelligence (gen AI) and facilitating work for all stakeholders inside a company, including developers, customers, and service agents. To guarantee seamless technology adoption, businesses wishing to utilize ServiceNow’s generation AI solutions must either work with a ServiceNow partner or assemble an experienced team.

As a ServiceNow Premier Partner, SotioTech works to facilitate our clients’ seamless adoption of new technology. We have a track record of successfully deploying generative AI solutions for businesses in the manufacturing, healthcare, banking, and financial services sectors. We empower businesses to operate more efficiently by facilitating the seamless integration of ServiceNow’s generative AI solutions. Explore more of our IT Service Management offerings on our website!

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What happens after you fill out the form?

  • We will match you with the ServiceNow specialist tailored to your needs.
  • Our expert will promptly reach out to you for a detailed discussion.
  • Share your ServiceNow objectives and requirements with us.
  • Collaborate with us to develop a comprehensive plan that addresses your goals.
  • We will execute the plan and provide ongoing support with successful outcomes.

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