ServiceNow expands Now Assist GenAI portfolio with enhancements

image of Bill McDermott at event | ServiceNow Now Assist

ServiceNow has announced a major expansion to its Now Assist GenAI portfolio with new capabilities to transform experiences and increase productivity.

Now generally available to customers, Now Assist in Virtual Agent, flow generation and Now Assist for Field Service Management (FSM) are the latest powerful GenAI solutions to be embedded into the ServiceNow Platform. All three boost the company’s portfolio of practical GenAI applications that are helping customers transform the way they work.

Now Assist in Virtual Agent, flow generation and Now Assist for FSM are immediate productivity multipliers for customers by reducing time spent searching, summarizing and creating basic information while enabling conversational self-service, incident deflection and workflow automation.

ServiceNow’s GenAI strategy promises customers broad and secure LLM support, through either general-purpose LLMs or ServiceNow‑developed models. General‑purpose LLMs provide customer flexibility and currently include access to Microsoft Azure OpenAI Service LLM and OpenAI API. ServiceNow’s domain-specific Now LLM is purpose‑built for ServiceNow workflows, use cases and processes which are set to provide secure LLM support that allows for an enhanced end-user experience.

CJ Desai, president and chief operating officer at ServiceNow, said: “Our customers are facing increasingly complex and competitive dynamics across industries and AI holds the key to enabling faster execution, smart decision making and greater business agility.

“ServiceNow is leading the charge, by intelligently integrating GenAI into the core of the Now Platform and enabling organizations to harness AI securely and confidently to drive unprecedented speed to value for their business.”

Early adopters of Now Assist include CBRE, Deloitte, Teleperformance, a US government agency and NVIDIA which is both a customer and ServiceNow technology partner.

Sonu Nayyar, chief information officer at NVIDIA, said: “Leading companies around the world are using GenAI to transform productivity.

“Our team will be using NVIDIA-powered ServiceNow Now Assist features like case summarizations and question-answering to bring efficiencies to our operations with GenAI.”