Today, ServiceNow announced the launch of Now Assist for Virtual Agent, its latest generative AI solution. The goal of this solution is to revolutionize self-service by providing intelligent and relevant conversational experiences. Now Assist for Virtual Agent expands on ServiceNow’s strategy of integrating generative AI capabilities into its Now Platform, which helps customers streamline digital workflows and optimize productivity.
This tool utilizes generative AI to deliver direct and contextually accurate responses to user inquiries. Integrated with the Now Platform, it enables users to quickly access relevant information and connect with digital workflows tailored to their needs. Now Assist offers user assistance with internal code snippets, product images or videos, document links, and summaries of knowledge base articles.
According to ServiceNow, this self-service capability helps users obtain quick and accurate solutions, even when they need guidance on whom to approach or where to begin. The company believes that by enhancing self-solve rates and accelerating issue resolution, this feature significantly boosts productivity.
Using Generative AI to fast track customer service
Jeremy Barnes, VP for platform product AI at ServiceNow, told VentureBeat, “One of the key goals of our new offering is to unlock additional productivity without added complexity by providing direct, relevant conversational responses. By connecting exchanges to automated workflows, customers can get the information they need within the context of their organization.”
The launch of Now Assist aligns with the introduction of ServiceNow’s Generative AI Controller, which serves as the foundation for all generative AI functionality on the Now Platform. The company has also collaborated with Nvidia to develop customized large language models (LLMs) for workflow automation.
Now Assist for Virtual Agent can be easily configured using Virtual Agent Designer in a low-code, drag-and-drop environment. Users can create and deploy conversational self-service with the tool’s diagram drag-and-drop designer, which incorporates natural language understanding (NLU). This integration can be easily incorporated into an organization, allowing them to automate and streamline digital workflows for faster responses.
ServiceNow allows organizations to connect across their internal knowledge base and supplement answers with general-purpose LLMs like Microsoft Azure OpenAI Service LLM and OpenAI API. In collaboration with Nvidia, the company is actively developing custom LLMs tailored specifically for ServiceNow to address a broad spectrum of customer requirements.
“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,” said Barnes.
The company is developing these custom LLMs using Nvidia’s software, services, and infrastructure, trained on data specifically for the ServiceNow Platform. The goal is to provide contextual responses to general questions by establishing a connection with general-purpose LLMs when an organization’s knowledge base lacks sufficient information. This approach simplifies and speeds up the process of finding the most relevant answer for users.
“We believe there will be many more exciting advances as we continue to strengthen workflow automation and increase productivity,” he said.
Now Assist for Virtual Agent and Now Assist for Search are currently accessible to a select group of customers and are expected to be widely available in ServiceNow’s Vancouver release scheduled for September 2023.
Next steps for the Now platform
ServiceNow is actively exploring future use cases of generative AI to enhance productivity across various business functions, including IT, employee experience, and customer service. The company aims to integrate all workflows with generative AI and low code, unlocking new use cases and creating new revenue streams across industries.
Barnes emphasized the potential of generative AI, stating, “We’re incredibly excited about enterprise AI. There are hundreds of use cases where generative AI, applied to a business problem you’re solving for, can radically transform the productivity curve.”