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ServiceNow at present introduced its newest generative AI resolution, Now Assist for Virtual Agent, with the purpose of revolutionizing self-service by providing clever and related conversational experiences. The new functionality expands on ServiceNow’s technique of integrating generative AI capabilities into its Now Platform, which helps prospects to streamline digital workflows and optimize productiveness.
This software makes use of generative AI to ship direct and contextually correct responses to person inquiries. Integrated with the Now Platform, it’ll allow customers to swiftly entry related info and join with digital workflows tailor-made to their wants. Now Assist supplies person help with inner code snippets, product pictures or movies, doc hyperlinks and summaries of data base articles.
According to 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 firm believes that by enhancing self-solve charges and accelerating situation decision, the characteristic considerably boosts productiveness.
“One of the key goals of our new offering is to unlock additional productivity without added complexity by providing direct, relevant conversational responses,” Jeremy Barnes, VP for platform product AI at ServiceNow, advised VentureBeat. “By connecting exchanges to automated workflows, customers can get the information they need within the context of their organization.”
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ServiceNow’s launch of Now Assist aligns with the introduction of their Generative AI Controller, which serves as the muse for all generative AI performance on the Now Platform. In addition, the corporate has additionally collaborated with Nvidia to develop personalized massive language fashions (LLMs) for workflow automation.
Leveraging generative AI to streamline person inquiries
Now Assist for Virtual Agent may be simply configured utilizing Virtual Agent Designer in a low-code, drag-and-drop atmosphere. Additionally, customers can create and deploy conversational self-service with the software’s diagram drag-and-drop designer, which includes pure language understanding (NLU).
ServiceNow says this integration may be simply integrated into a corporation to allow them to start automating and streamlining digital workflows to attain quicker responses.
“Now Assist allows organizations to easily connect across a company’s internal knowledge base, and then supplement answers with general purpose 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 probably 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 ongoing collaboration with Nvidia goals to handle a broad spectrum of buyer necessities with customized LLMs.
Custom LLMs constructed with Nvidia
The firm is creating customized LLMs utilizing Nvidia’s software program, companies and infrastructure, skilled on information particularly for the ServiceNow Platform, Barnes defined.
“We believe there will be many more exciting advances as we continue to strengthen workflow automation and increase productivity,” he stated.
Barnes defined that if a corporation’s information base lacks adequate info to supply a contextual response to a common query, Now Assist will set up a reference to general-purpose LLMs to reinforce the reply.
“If a user doesn’t know who to ask or where to start, our new solution will help them quickly determine the most relevant answer without having to scroll through endless links or knowledge base articles,” Barnes added. “For our customers, this is about simplification and not having to slow down to understand how and where to get the help you need — but to be able to get it at the speed of your work.”
The firm stated that Now Assist for Virtual Agent and Now Assist for Search are presently accessible to a choose group of shoppers and are anticipated to be broadly out there 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 varied enterprise capabilities, corresponding to IT, worker expertise and customer support.
“We are exploring additional future use cases to help agents more quickly resolve a broad range of user questions and support requests with purpose-built AI chatbots that use LLMs and focus on defined IT tasks,” he stated. “Internally, ServiceNow is exploring how AI can be used to generate and document code and scripts as well as evaluating how it can help employees find information faster for things like benefits, PTO policies, opening incidents and more.”
The firm goals to combine all workflows with generative AI and low code. By doing so, ServiceNow believes it’ll unlock new use instances that successfully leverage the expertise’s potential throughout industries and allow the creation of latest income streams.
“We’re incredibly excited about enterprise AI,” stated Barnes. “There are hundreds of use cases where generative AI — applied to a business problem you’re solving for — can radically transform the productivity curve.”
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