ServiceNow Expanding Generative AI Capabilities

ServiceNow announced in July 2023 the expansion of its generative artificial intelligence capabilities, bringing case summaries and text-to-code to its platform. Driven by ServiceNow’s proprietary language models, these capabilities are designed to streamline processes, increase productivity, and provide greater value to customers.

The company had already introduced other generative AI functionalities, such as the Generative AI Controller, which allows connecting ServiceNow instances to Microsoft Azure OpenAI Service and OpenAI API LLMs. Additionally, Now Assist for Search offers natural language-based responses based on customer knowledge, and Now Assist for Virtual Agent maximizes productivity by eliminating time spent searching for information.

Transformative Potential of Generative AI

Generative AI has the potential to revolutionize how companies operate. ServiceNow is excited about the new capabilities of case summaries and text-to-code, specifically tailored to their platform. The company believes this technology can unlock productivity across the entire enterprise, providing exceptional experiences and improved results for its customers.

A report from Valoir research highlights that when used correctly, artificial intelligence can reduce employees’ time spent by up to 40%. Case summaries and text-to-code can lead to almost immediate productivity gains by simplifying processes and enabling quick and efficient problem-solving.

ServiceNow’s Case Summaries and Text-to-Code Capabilities are powered by their proprietary language models, specially developed to comprehend the Now platform, workflows, automation cases, processes, and more. The LLM Now for text-to-code is built on a specialized version of LLM StarCoder, with 15 billion parameters, developed in collaboration with the BigCode initiative, co-led by ServiceNow, and trained and fine-tuned using NVIDIA-accelerated computing.

Benefits of Automated Case Summaries

Automated case summaries streamline the reading and distillation of information, generating case summary notes within seconds. This simplification accelerates problem resolution, enabling faster transfers between internal teams, and enhancing the experience for both customers and employees. By eliminating manual tasks, employees can focus on more complex projects.

Text-to-Code Advantages

Text-to-code assists developers in speeding up their work by allowing them to write descriptions in natural language for the desired code. ServiceNow’s generative AI converts these descriptions into high-quality code suggestions that can be reviewed, edited, and implemented in line. This functionality is especially useful for developers facing repetitive and time-consuming tasks, resulting in a significant increase in productivity.

Premium Offers and Future Advancements

ServiceNow also announced new premium package offers that incorporate hyper-automation technologies such as process mining, artificial intelligence, and machine learning. These offers will be launched for ITSM, CSM, and HRSD starting in September 2023, with the Vancouver platform release.

The company emphasizes that integrating generative AI into the Now platform provides greater value to customers, offering a more streamlined and agile user experience.

New capabilities of case summaries and text-to-code are already available to a limited group of customers but will be released to all clients during the Vancouver platform launch in September 2023.

Continued Commitment to Generative AI Innovation

ServiceNow remains dedicated to innovating in generative artificial intelligence solutions, aiming to enhance productivity, optimize processes, and provide an exceptional customer experience. The company has established itself as a leading player in the digital workflow field, and Artycs takes pride in being the sole partner in Brazil to be part of the advisory team for Artificial Intelligence products, thanks to our contributions to the development and deployment of solutions in this area. Schedule a meeting with our consultants to learn more: