ServiceNow expands the Now platform with new generative AI functions. The new functions are intended, among other things, to accelerate strategic decision-making.

ServiceNow showcased a number of new AI innovations at its annual Knowledge event in Las Vegas. These innovations, including the Generative AI (GenAI) capabilities in Now Assist, are designed to increase productivity, accelerate cost savings, and help customers and employees drive innovation at scale.

GenAI for enterprise-wide AI transformation

GenAI is integrated into the Now platform via ServiceNow’s Now AI multimodal model. This model processes different types of data including text, images, audio and video. The new functionalities are aimed at different user groups, from employees and agents to administrators and developers.

• Now Assist for Strategic Portfolio Management (SPM): Accelerates strategic decision-making by analyzing customer feedback, thereby increasing customer satisfaction and business growth.
• GenAI for app development: Functionalities such as generation of service catalog items, apps, and playbooks enable developers to quickly create apps and workflows.

In the public sector, customers can use Now Assist on the Government Community Cloud (GCC), a dedicated cloud designed for government agency compliance and security needs.

New automation solutions

ServiceNow also introduced new automation solutions:

• CreatorStudio: Expands low-code and no-code development with additional tools to create intelligent workflows.
• Automation machine: Improves hyperautomation management and simplifies RPA implementations for business-critical processes.
• Commercial manufacturing operations: Uses GenAI to optimize sales, support and service in the manufacturing industry.
• Employee Center (EC) Pro Kiosk: Provides self-service solutions to field workers to improve communication with companies.

These innovations build on the quarterly results ServiceNow reported in late April and confirm its plan to achieve $11 billion in revenue by the end of 2024 and $15 billion in revenue by the end of 2026.