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ServiceNow at present introduced its newest generative AI answer, Now Help for Digital Agent, with the purpose 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 device makes use of generative AI to ship direct and contextually correct responses to consumer inquiries. Built-in with the Now Platform, it is going to allow customers to swiftly entry related data and join with digital workflows tailor-made to their wants. Now Help offers consumer help with inner code snippets, product pictures or movies, doc hyperlinks and summaries of data base articles.
In keeping with the corporate, this self-service functionality will assist customers get hold of fast and correct options, even after they want steering on whom to method or the place to start. The corporate believes that by enhancing self-solve charges and accelerating concern decision, the function 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, advised VentureBeat. “By connecting exchanges to automated workflows, clients can get the data they want inside the context of their group.”
ServiceNow’s launch of Now Help aligns with the introduction of their Generative AI Controller, which serves as the inspiration for all generative AI performance on the Now Platform. As well as, the corporate has additionally collaborated with Nvidia to develop custom-made giant language fashions (LLMs) for workflow automation.
Leveraging generative AI to streamline consumer inquiries
Now Help for Digital Agent might be simply configured utilizing Digital Agent Designer in a low-code, drag-and-drop atmosphere. Moreover, customers can create and deploy conversational self-service with the device’s diagram drag-and-drop designer, which includes pure language understanding (NLU).
ServiceNow says this integration might be simply included into a corporation to allow them to start automating and streamlining digital workflows to attain sooner responses.
“Now Help permits organizations to simply join throughout an organization’s inner data base, after which complement solutions with basic goal LLMs like Microsoft Azure OpenAI Service LLM and OpenAI API,” stated Barnes.
In partnership with Nvidia, the corporate is actively creating customized LLMs tailor-made particularly for ServiceNow. These LLMs will likely 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 program, companies and infrastructure, educated on information particularly for the ServiceNow Platform, Barnes defined.
“We consider there will likely be many extra thrilling advances as we proceed to strengthen workflow automation and enhance productiveness,” he stated.
Barnes defined that if a corporation’s data base lacks ample 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 consumer doesn’t know who to ask or the place to start out, our new answer will assist them rapidly decide probably the most related reply with out having to scroll by infinite hyperlinks or data 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 allow you to want — however to have the ability to get it on the velocity of your work.”
The corporate stated that Now Help for Digital Agent and Now Help for Search are presently accessible to a choose group of shoppers and are anticipated to be extensively accessible in ServiceNow’s Vancouver launch scheduled for September 2023.
What’s subsequent for ServiceNow?
Barnes stated that ServiceNow is actively exploring future use instances of generative AI to reinforce productiveness throughout numerous enterprise features, corresponding to IT, worker expertise and customer support.
“We’re exploring extra future use instances to assist brokers extra rapidly resolve a broad vary of consumer questions and help requests with purpose-built AI chatbots that use LLMs and deal with outlined IT duties,” he stated. “Internally, ServiceNow is exploring how AI can be utilized to generate and doc code and scripts in addition to evaluating the way it might help workers discover data sooner 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 is going to unlock new use instances 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,” stated Barnes. “There are lots of of use instances the place generative AI — utilized to a enterprise downside you’re fixing for — can radically remodel the productiveness curve.”