ServiceNow Unveils Now Assist for Virtual Agent, Revolutionizing Self-Service with Generative AI

ServiceNow, a top supplier of digital workflow solutions, has announced the release of Now Assist for Virtual Agent, its newest generative AI product. By providing intelligent and contextually appropriate conversational interactions, this cutting-edge platform seeks to change self-service experiences.

By incorporating generative AI capabilities into its Now Platform, ServiceNow has built upon this approach to give clients the ability to improve productivity and optimize digital operations.

Now Assist provides direct and accurate solutions to user inquiries by utilizing generative AI. By being integrated with the Now Platform, it enables users to engage with personalized digital processes suited to their particular needs and instantly obtain pertinent information.

With internal code snippets, merchandise photos or videos, document links, and summaries of knowledge base entries, Now Assist helps users.

Even when they need direction on who to contact or where to start, customers can get quick and accurate answers with Now Assist's self-service feature. By increasing self-solve rates and quickening issue resolution, the feature, according to the business, greatly increases productivity.

Jeremy Barnes, VP of platform product AI at ServiceNow, stated "One of the key goals of our new offering is to unlock additional productivity without adding complexity by providing direct, relevant conversational responses. Customers can get the information they require inside the boundaries of their organization by tying exchanges to automated workflows".

As the core of all generative AI functions on the Now Platform, Now Assist debuts concurrently with ServiceNow's Generative AI Controller release. The business and Nvidia have furthermore worked together to create specialized large language models (LLMs) for process automation.

Now, Assist for Virtual Agent can be quickly set up using the drag-and-drop, low-code Virtual Agent Designer. The tool's graphical drag-and-drop builder incorporates natural language understanding (NLU), allowing users to construct and implement conversational self-service.

This solution's seamless integration into organizations is ensured by ServiceNow, enabling companies to automate and simplify digital operations for quicker replies.

Barnes emphasized that Now Assist facilitates quick access to an organization's own knowledge base and augments responses with general-purpose LLMs like Microsoft Azure OpenAI Service LLM and OpenAI API.

The continued partnership with Nvidia is focused on creating unique LLMs made only for ServiceNow that cater to a variety of client requirements. To train these LLMs on data, particularly for the ServiceNow Platform, ServiceNow is using the infrastructure, software, and services of Nvidia.

Barnes was enthusiastic about future advancements in workflow automation and higher productivity, saying, "We believe there will be many more exciting advances as we continue to strengthen workflow automation and increase productivity."

The Vancouver release of ServiceNow, slated for September 2023, is intended to make Now Assist for Virtual Agent and Now Assist for Search generally accessible. Currently, only a small number of customers have access to these features.

ServiceNow is aggressively looking at potential future applications of generative AI to boost productivity across a variety of business operations, including IT, employee experience, and customer service.

The company intends to combine low-code and generative AI to integrate all activities, which will create new use cases and revenue streams in a variety of industries.

Jeremy Barnes concluded, "We're incredibly excited about enterprise AI. In hundreds of application cases, generative AI has the ability to substantially change the productivity curve when applied to solve a business problem."