ServiceNow unveils Now Assist for Virtual Agent, a generative AI solution for self-service

ServiceNow at present introduced its newest generative AI answer, Now Help for Digital Agent, with the intention of revolutionizing self-service by providing clever and related conversational experiences. The brand new functionality expands on ServiceNow’s technique of integrating generative AI capabilities into its Now Platform, which helps clients to streamline digital workflows and optimize productiveness.

This software makes use of generative AI to ship direct and contextually correct responses to person inquiries. Built-in with the Now Platform, it’s going to allow customers to swiftly entry related data and join with digital workflows tailor-made to their wants. Now Help offers person help with inside code snippets, product photographs or movies, doc hyperlinks and summaries of information base articles.

Based on the corporate, this self-service functionality will assist customers acquire fast and correct options, even once they want steering on whom to strategy or the place to start. The corporate believes that by enhancing self-solve charges and accelerating situation decision, the characteristic considerably boosts productiveness.

“One of many key targets of our new providing is to unlock extra productiveness with out added complexity by offering direct, related conversational responses,” Jeremy Barnes, VP for platform product AI at ServiceNow, informed VentureBeat. “By connecting exchanges to automated workflows, clients can get the knowledge they want throughout the context of their group.”

ServiceNow’s launch of Now Help aligns with the introduction of their Generative AI Controller, which serves as the muse for all generative AI performance on the Now Platform. As well as, the corporate has additionally collaborated with Nvidia to develop custom-made massive language fashions (LLMs) for workflow automation.

Leveraging generative AI to streamline person inquiries

Now Help for Digital Agent may be simply configured utilizing Digital Agent Designer in a low-code, drag-and-drop setting. Moreover, customers can create and deploy conversational self-service with the software’s diagram drag-and-drop designer, which contains pure language understanding (NLU).

ServiceNow says this integration may be simply included into a corporation to allow them to start automating and streamlining digital workflows to realize quicker responses.

“Now Help permits organizations to simply join throughout an organization’s inside information base, after which complement solutions with basic function LLMs like Microsoft Azure OpenAI Service LLM and OpenAI API,” mentioned Barnes.

In partnership with Nvidia, the corporate is actively creating custom LLMs tailor-made particularly for ServiceNow. These LLMs might be available and built-in into the Now Platform.

Barnes highlighted that the corporate’s technique encompasses supporting each general-purpose LLMs and offering domain-specific LLMs. The continuing collaboration with Nvidia goals to handle a broad spectrum of buyer necessities with customized LLMs.

Customized LLMs constructed with Nvidia

The corporate is creating customized LLMs utilizing Nvidia’s software, companies and infrastructure, skilled on knowledge particularly for the ServiceNow Platform, Barnes defined.

“We consider there might be many extra thrilling advances as we proceed to strengthen workflow automation and enhance productiveness,” he mentioned.

Barnes defined that if a corporation’s information base lacks enough data to offer a contextual response to a basic query, Now Help will set up a reference to general-purpose LLMs to reinforce the reply.

“If a person doesn’t know who to ask or the place to start out, our new answer will assist them shortly decide probably the most related reply with out having to scroll via countless hyperlinks or information base articles,” Barnes added. “For our clients, that is about simplification and never having to decelerate to grasp how and the place to get the aid you want — however to have the ability to get it on the pace of your work.”

The corporate mentioned that Now Help for Digital Agent and Now Help for Search are presently accessible to a choose group of consumers and are anticipated to be broadly accessible in ServiceNow’s Vancouver launch scheduled for September 2023.

What’s subsequent for ServiceNow? 

Barnes mentioned that ServiceNow is actively exploring future use circumstances of generative AI to boost productiveness throughout numerous enterprise capabilities, comparable to IT, worker expertise and customer support.

“We’re exploring extra future use circumstances to assist brokers extra shortly resolve a broad vary of person questions and help requests with purpose-built AI chatbots that use LLMs and give attention to outlined IT duties,” he mentioned. “Internally, ServiceNow is exploring how AI can be utilized to generate and doc code and scripts in addition to evaluating the way it may also help workers discover data quicker for issues like advantages, PTO insurance policies, opening incidents and extra.”

The corporate goals to combine all workflows with generative AI and low code. By doing so, ServiceNow believes it’s going to unlock new use circumstances that successfully leverage the know-how’s potential throughout industries and allow the creation of recent income streams.

“We’re extremely enthusiastic about enterprise AI,” mentioned Barnes. “There are lots of of use circumstances the place generative AI — utilized to a enterprise downside you’re fixing for — can radically remodel the productiveness curve.”