Now Assist in Virtual Agent, flow generation, and Now Assist for Field Service Management are the latest in powerful GenAI solutions to be embedded into the ServiceNow Platform to transform how customers work.
ServiceNow has launched a major expansion to its Now Assist generative AI portfolio with new capabilities to transform experiences and increase productivity. Available to all customers today, 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 solutions enhance ServiceNow’s portfolio of practical generative AI applications that are helping customers transform how they work.
Gartner forecasts that “Between 2023 and 2027, $3 Trillion dollars will be spent on AI”, and “GenAI represents 36% of total AI Spending.” As organizations across industries begin deploying GenAI, many ServiceNow customers are already realizing cost savings, growth, and cross-enterprise efficiency and productivity improvements. Now Assist accelerates customers’ digital transformation journeys with fast implementations and quick return on investment.
“Our customers are facing increasingly complex and competitive dynamics across industries and AI holds the key to enabling faster execution, smarter decision making, and greater business agility. ServiceNow is leading the charge, by intelligently integrating generative AI 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,” said CJ Desai, president and chief operating officer, ServiceNow.
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.
New updates for Now Assist in Virtual Agent include Q&A in Knowledge Management and multi-turn conversations for ordering catalog items or making service requests, with the ability to provide additional information directly within the chat. Much like how people communicate in everyday life, these updates allow employees and customers to have conversational experiences for fast, more relevant self-service.
The new solution uses generative AI to access all activity, parts, and incidental data to summarize work order tasks, which are critical for field technicians who are moving from site to site and rely on mobile devices to get their most important work done. By simplifying the work order process, Now Assist for FSM improves technician and customer experiences along with documentation, compliance, and consistency.