ServiceNow announces big expansion to Now Platform with Vancouver release


ServiceNow has announced a major Now Platform expansion with its new Now Assist features, as part of its Vancouver release. This includes launching Now Assist for ​​IT Service Management (ITSM), Customer Service Management (CSM), HR Service Delivery (HRSD), and Creator. 

Now Assist for ITSM empowers enterprise IT leaders to take control of their IT experience, aiming to improve agent productivity and the employee experience with faster resolutions. Its live Virtual Agent aims to be able to resolve issues and requests faster without needing to ask users to repeat themselves. 

“Organizations are seeking a trusted partner to help them navigate this dynamic and fast-moving era of intelligence,” said CJ Desai, president and COO, ServiceNow. “ServiceNow has thousands of customers already using the Now Platform to digitize and streamline processes across the enterprise. With our Vancouver release, we’re combining the power of the Now Platform with new generative AI features to bring AI-driven intelligence to every corner of the business, creating a catalyst for productivity and better enterprise experiences.”

Additionally, Now Assist for CSM intends to streamline the customer service process, leading to higher agent productivity, potential cost savings and an improved customer experience. By rapidly generating summaries for cases and chats, Now Assist for CSM reduces manual work and allows agents to resolve customer issues faster. 

Now Assist for HR aims to help HR leaders drive productivity and operational efficiency, reduce redundant, manual tasks for HR teams and get employees the answers they need quickly with little disruption to their day. HR managers will be able to handle issues without needing to sift through loads of information by using the live chat and Virtual Agent interactions.

Now Assist for Creator helps development teams create and scale apps more quickly on the Now Platform. Trained on code from ServiceNow engineering, the results are designed to be higher quality, more scalable and secure. Also included is the general availability of text-to-code, which converts natural language text into high‑quality code suggestions and in some cases complete code. 

ServiceNow’s generative AI strategy aims to provide customers with broad and secure LLM support, through either general purpose LLMs or ServiceNow-developed models. Its domain-specific LLMs are designed for ServiceNow’s workflows, use cases and processes. 

For pricing, ServiceNow has advised that customers using the new Now Assist tools or with industry solutions licenses can buy Professional Plus or Enterprise Plus add-ons to get access to generative AI capabilities in the Now Assist experiences.