ServiceNow has introduced Now Assist for CSM, which embeds generative AI technology into customer service processes to improve productivity, cost savings, and customer experiences.
Now Assist for CSM (Customer Service Management) reduces manual work, allowing agents to resolve customer issues more quickly.
In addition, customers gain an enhanced self-service experience, which can help them find the answers they need and thereby reduce agent workloads and associated costs.
Service Now is also implementing generative AI across the rest of its Now Platform, with Now Assist for IT Service Management (ITSM), HR Service Delivery (HRSD), and Creator.
CJ Desai, President and Chief Operating Officer of ServiceNow, commented on the launch of the Now Assist range of solutions: "Organisations are seeking a trusted partner to help them navigate this dynamic and fast-moving era of intelligence.
"ServiceNow has thousands of customers already using the Now Platform to digitise and streamline processes across the enterprise.
With our Vancouver release, we’re combining the power of the Now Platform with new generative AI features to bring AI-driven intelligence to every corner of the business, creating a catalyst for productivity and better enterprise experiences."
Now Assist Features
Now Assist’s generative AI capability is powered by a new, domain-specific ServiceNow large language model (Now LLM), which has been purpose-built to optimize productivity and protect data privacy.
The Now Assist solutions will be embedded into all processes and workflows to optimize performance. It also runs in accordance with ServiceNow’s guidelines for ethical and responsible development and use.
All parts of Now Assist have been integrated with generative AI so that everyone from employees to developers can take advantage of its features, which include case, incident, and agent chat summarisation, virtual agent, and search.
Alongside the launch of Now Assist, ServiceNow has also published its generative AI pricing packages.
All of these generative AI innovations will form part of ServiceNow’s Now Platform Vancouver release and be made generally available on September 29 to all customers via the ServiceNow Store.
Now Assist for ITSM
Now Assist for ITSM allows enterprise IT leaders to improve agent productivity and employee experience and reach faster resolutions.
With summaries of incident histories and live virtual agent interactions, agents can resolve issues and requests in less time.