AI & ML News

ServiceNow expands generative AI capabilities


Also announces approach to commercialization with premium SKU offerings across ITSM, CSM, and HRSD

“Generative AI’s potential to radically change the way we work is indisputable—harnessing that potential to make a meaningful business impact is the real opportunity,”

CJ Desai, president and chief operating officer at ServiceNow

ServiceNow expanded generative AI capabilities, case summarization and text-to-code, to drive speed, productivity, and value for customers. Powered by proprietary ServiceNow large language models (LLMs), both capabilities are purpose-built for the ServiceNow platform and are designed to alleviate repetitive work and significantly improve productivity. ServiceNow also announced today its approach to commercialization with new premium SKU offerings across IT Service Management (ITSM), Customer Service Management (CSM), and HR Service Delivery (HRSD), which will be available this September with the Now Platform Vancouver release. 

Case summarization and text-to-code join ServiceNow’s growing Now Assist family of generative AI features being infused into the ServiceNow platform across all workflow offerings. ServiceNow has already seen significant productivity improvements for customers using early access versions of its previously announced generative AI capabilities, including Generative AI Controller, which allows organizations to connect ServiceNow instances to Microsoft Azure OpenAI Service and OpenAI API LLMs; Now Assist for Search, which provides natural language responses based on a customer’s own knowledge base; and Now Assist for Virtual Agent, which maximizes productivity by eliminating time spent searching for information.  

“Generative AI’s potential to radically change the way we work is indisputable—harnessing that potential to make a meaningful business impact is the real opportunity,” said CJ Desai, president and chief operating officer at ServiceNow. “We’re incredibly excited about our new case summarization and text-to-code capabilities, as well as our new supercharged SKUs coming in September, which will integrate generative AI into the fabric of our platform. Our strong traction in generative AI will help unlock productivity across the enterprise by enabling exceptional experiences and enhanced outcomes for our customers.”  

Both case summarization and text-to-code are powered by ServiceNow proprietary LLMs, developed specifically to comprehend the Now Platform, workflows, automation use cases, processes, and more. The text-to-code Now LLM was purpose-built on a specialized version of the 15 billion parameter StarCoder LLM, which was developed through the ServiceNow co-led, open BigCode initiative and trained and tuned using NVIDIA accelerated computing, including NVIDIA DGX Cloud. StarCoder sets the standard for high-performing, transparent, and responsible generative AI. Case summarization also allows customers to use third-party LLMs from Microsoft Azure OpenAI Service and OpenAI API LLMs. 

Case summarization and text-to-code are available to a limited set of customers now. Both features, as well as new premium SKUs for generative AI for ITSM, CSM, and HRSD, are expected to be available to all customers in ServiceNow’s Vancouver release, coming in September 2023. 

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