Alongside the Arabic capabilities, new Now Assist features available in the Washington D.C. release further ServiceNow’s GenAI leadership
In response to the growing needs of customers and partners in the Middle East, and to better support native Arabic speakers across the globe, ServiceNow announced that its flagship Now Platform will be available in Arabic as part of the Washington D.C. platform release.
Now companies in all regions will be able to support Arabic end-users out of the box, including the mobile experience, all dashboard interactions and end-user engagements available on the platform to drive business transformations in customer experience as well as employee experience modules like HR Service Deliver, Workplace Service Delivery, Customer Service Management and Public Sector Digital Services.
“Experience is at the core of the Now Platform, and this means not only providing modules and a feature set that enable organizations to deliver exceptional customer and employee experiences, but also ensuring that users have the ability to navigate the platform in their native language,” commented Fares Asadi, Director – Solution Consulting MEA, ServiceNow. “As the platform of choice for several regional government entities, banks, energy companies and other private sector organizations, we are delighted to be able to further our commitment to them by offering the power of the ServiceNow platform in their native Arabic language.”
Scaling the impact of generative AI across the enterprise
As part of the Washington D.C. platform release, ServiceNow also furthered its generative AI (GenAI) leadership with new capabilities. The new features enhance the Now Assist GenAI experiences, which offer responsible, intelligent automation embedded into the ServiceNow platform. Available today, Now Assist for IT Operations Management (ITOM) AIOps, Now Assist in Virtual Agent enhancements, and Impact AI Accelerators extend ServiceNow’s innovation in AI and help boost productivity and accelerate value from AI investments.
- Now Assist for ITOM AIOps supercharges ServiceNow’s market-leading ITOM AIOps solution, applying generative AI to speed up issue resolution by analyzing alerts and providing critical context for operators. Now Assist for ITOM AIOps uses generative AI to translate complex, jargon-heavy machine-generated alerts into simple natural language so operations teams can better understand, prevent, and solve issues faster. Powered by a domain specific ServiceNow large language model (Now LLM), Now Assist for ITOM AIOps is optimized for productivity and data security to help protect enterprise operations data.
- Enhancements to Now Assist in Virtual Agent boost ServiceNow’s generative AI capabilities unveiled in June 2023. Existing functionality combines AI Search and Service Catalog Items with generative AI chat skills to speed up issue resolution and increase case deflection from live agents with a conversational, self-service experience. New generative AI-enabled Virtual Agent Designer and integrated dynamic translation enrich the development side of the solution to make it quicker and easier to create AI-powered conversations, so creators can drive higher levels of automation in Virtual Agent.
- Virtual Agent Designer: Uses generative AI to quickly build custom conversational automation to improve self-service and service delivery. The intelligence in Virtual Agent Designer solves the challenge of addressing variations in how people communicate with a quick setup and engaging self-service experience.
- Dynamic translation detects the language of text inputs and automatically responds in the same language to deliver simple, seamless, and real-time localization.
- ServiceNow Impact AI Accelerators are part of ServiceNow Impact, a first of its-kind value acceleration solution that helps organizations accelerate time to value with their ServiceNow investments. The new Impact AI Accelerators allow platform owners to adopt ServiceNow generative AI experiences quickly and easily, map investments to business objectives, and track the value they’ve gained from generative AI for faster ROI. With a mix of ServiceNow expert support, demos, and training, the accelerators provide additional expertise and guidance around generative AI, task intelligence, predictive intelligence, and natural language understanding.
Further innovations delivered in the Now Platform
Alongside the Arabic and GenAI capabilities, the Washington, D.C. release includes new tools to optimize crucial interactions, fueling business growth and helping organizations adapt to ever-shifting customer and employee needs. Highlights include:
- Sales and Order Management (SOM) helps organizations increase revenue by uniting the sales and order lifecycles across front, middle, and back-office teams on the ServiceNow platform. Sales and fulfillment agents can easily manage opportunities, configure and price quotes, and capture and fulfill orders. SOM empowers customer service agents to complete post-sale commercial changes, helping drive upsell and cross-sell opportunities – all in the same platform they use to manage customer service requests. Service agents can create opportunities, quotes, and orders just like sales staff.
- New AIOps experiences in Service Operations Workspace for ITOM allowsAIOps users and administrators to speed issue resolution and achieve faster time to value with enhancements to Express List and alert automation. Express List helps operators work and address issues quickly and effectively—bringing historical alert trends and automated root cause analysis into a single, digestible screen view. Alert automation provides helpful context for operators to more easily understand and action events with alert simplification and grouping, so they can onboard more quickly and speed up resolution times.
- The newWorkflow Studio allows creators to create workflow automations quickly and easily from start to finish. Users simply describe the process they’d like to automate, and Workflow Studio will visualize and create the workflows. The solution integrates capabilities like Flow Designer, Automation Engine, Process Automation Designer, and Decision Builder into one view, so employees can collaborate and easily create, configure, and monitor automated workflows.
- Operational Technology (OT) Knowledge Management adds to existing OT Visibility, Service Management, and Vulnerability products by accelerating the resolution of shop floor issues, further breaking down organizational barriers by capturing and sharing known resolutions for OT incidents and process deviations across sites. With upgraded asset inventory, amplified security, and improved production process uptime, ServiceNow does for OT what it did for IT over the past two decades – accelerating digital transformation, specifically for industrial environments and smart factories.
- Security Posture Control (SPC) is a new solution in the Security Operations portfolio that helps organizations gain visibility into critical security tool coverage gaps, identify assets with high-risk combinations, and automate response workflows across the enterprise. This solution builds on customers’ existing investments in ITOM Visibility and Service Graph Connector programs. With Security Posture Control, customers will have a better understanding of their security posture, improving cybersecurity strength and resilience.
