ServiceNow Expands 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. Powered by ServiceNow’s proprietary language models, these capabilities are designed to streamline processes, increase productivity, and provide greater value for customers.

The company had already introduced other generative artificial intelligence features, such as Generative AI Controller, which allows you to connect ServiceNow instances to Microsoft Azure OpenAI Service and OpenAI API LLMs. Additionally, Now Assist for Search provides natural language 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 artificial intelligence has the potential to revolutionize the way companies operate. ServiceNow is excited about the new case summarization and text-to-code capabilities that were created specifically for its platform. The company believes this technology can unlock productivity across the enterprise, delivering exceptional experiences and improved outcomes for its customers.

A report from research company Valoir highlights that artificial intelligence can reduce time spent by employees by up to 40% when used correctly. Case summaries and text-to-code can lead to almost immediate productivity gains, streamlining processes and enabling employees to resolve issues quickly and efficiently.

ServiceNow’s text-to-code and case summarization capabilities are powered by its proprietary language models, specially designed to understand the Now platform, workflows, automation cases, processes, and more. LLM Now for text-to-code is built on a specialized version of LLM StarCoder, with 15 billion parameters, developed by the BigCode initiative, co-led by ServiceNow, and trained and tuned using NVIDIA-accelerated computing.

Benefits of Automated Case Summaries

Case Summary automates the process of reading and distilling information, generating case summary notes in seconds. This process simplification helps speed issue resolution, enabling faster handoffs between internal teams and improving the experience for both customers and employees. By eliminating manual tasks, employees can focus on more complex projects.

Text to code helps developers speed up their work by allowing them to write natural language descriptions of the desired code. The Now platform’s generative artificial intelligence converts these descriptions into high-quality code suggestions that can be reviewed, edited, and implemented inline. This functionality is especially useful for developers who face repetitive and time-consuming tasks, enabling a significant increase in productivity.

Premium Offers and Future Advancements

ServiceNow also announced new premium package offerings, which incorporate hyper-automation technologies such as process mining, artificial intelligence and machine learning. These offerings will be rolled out to ITSM, CSM and HRSD starting in September 2023 with the launch of the Vancouver platform.

The company emphasizes that the integration of generative artificial intelligence into the Now platform allows greater value for customers, providing a more simplified and agile user experience.

New case summaries and text to code capabilities are now available to a limited group of customers, but will be rolled out to all customers during the Vancouver platform launch in September 2023.

Continued Commitment to Innovation in Generative AI

ServiceNow continues to innovate in generative artificial intelligence solutions to improve productivity, optimize processes and provide an exceptional experience for customers, consolidating itself as one of the main companies in the field of digital workflows and Artycs is proud to be the only partner in Brazil to be part of the team of product advisors in Artificial Intelligence, thanks to our contributions in the development and implementation of solutions in this segment. Schedule an appointment with our consultants to find out more:

https://meetings.hubspot.com/andrea-souza