Empowering People with GenAI in ServiceNow

ServiceNow said that Xanadu is their biggest Artificial Intelligence (AI) release yet- and they were not kidding: this new family upgrade comes with hundreds of AI innovations designed to bring the power of AI to every corner of your business.

In August, we previewed the exciting innovations coming with the ServiceNow® Xanadu release. Now that it’s live, let’s dive into the star of this release: Generative AI (GenAI) ​and how it can revolutionize your organization. ✨

How ServiceNow AI and GenAI capabilities transform your business

As we know, AI is only as powerful as the platform it’s built on. This is why many C-Suite execs are concerned with their AI adoption roadmap. With ServiceNow being the AI platform for end-to-end business transformation, you have a lot of AI power in your hands!

ServiceNow has infused the Now Platform with AI at every level: from Task Intelligence, which boosts agent productivity, to Predictive AIOps and Automation Discovery for technological excellence. It also includes AI Search and Virtual Agent, offering personalized experiences to your employees and customers. Among the many AI innovations, Now Assist is remarkable in bringing GenAI to every user in the platform with great simplicity.

The Xanadu release accelerates the pace at which companies can implement GenAI at scale, making it accessible to any team and department across the enterprise. With Now Assist, ServiceNow empowers every user to become the most relevant innovator in their organization.

To improve customer experience (CX), Now Assist provides intelligent conversations and AI-powered experiences. But GenAI in ServiceNow is not just about superpowering self-service for your customers and end users, deflecting cases and increasing C-SAT. Now Assist brings many features out of the box:

• Case summarization for your agents in real-time
• Root cause analysis powered by AI insights
• One-click knowledge article creation to save 30 minutes per article on average
• Analytics generation from natural language prompts
• Idea generation to spur innovation
• … and much more!

These AI innovations help fulfillers save precious time focusing on complex cases and satisfying end users. And it doesn’t stop at user experience—Now Assist elevates the developer experience as well, aiding developers in creating complex scripts up to 65% faster and playbooks, workflows, and other objects from prompts.

We haven’t had an end-user experience shift as transformative as this one since the one brought on by the Employee Center in the Rome release. The way they’ve infused AI everywhere in the platform is one of the most meaningful changes to user experience across the board.

How ServiceNow AI leverages large language models (LLMs)

The great news is that ServiceNow has simplified AI adoption: they’ve curated and trained LLMs that are available out of the box from the implementation’s go-live.

This means that customers don’t have to invest time and effort in training these models or in fine-tuning performance for accuracy and relevancy, allowing a faster time to value.

The models currently available out of the box are provided by NVIDIA, Hugging Face, and IBM Watsonx. However, ServiceNow’s open AI architecture makes it easy to add your own LLM. There are integrations readily available for Microsoft (their integration with Copilot is truly amazing for enterprises!), OpenAI, Google, IBM Watsonx, and Aleph Alpha.

This flexibility allows your organization to adopt GenAI on its own terms without sacrificing speed or efficiency. ServiceNow’s commitment to their AI roadmap means that we’ll get new integrations, strategic partnerships, and availability of new out-of-the-box LLMs announced periodically. We can expect an accelerated pace of innovation in this space going forward, even between the bi-annual family releases we’re used to.

Real-world productivity gains with GenAI in ServiceNow

The Xanadu release goes well beyond the many use cases of Now Assist embedded across different platforms and workflow applications that immediately impact your bottom line. Here are a few additional standout features:

Knowledge Graph: Smarter, Faster Search

The Knowledge Graph is designed to make search more intuitive by linking related articles, tickets, and other data. It helps teams find what they need faster. Whether it's a service agent, HR professional, or IT staff member, contextual search and intelligent recommendations ensure everyone can get answers quickly and easily.

My Assist: Personalized AI for Everyday Tasks

ServiceNow also introduces My Assist, a personal AI-powered assistant that helps users streamline their daily tasks. Integrating into Microsoft Copilot, My Assist makes it easier to manage workflows, emails, and tasks—automating the routine so your people can focus on what matters most.

AI Agents: A New Era of Productivity

Above all, the biggest announcement of this release is the launch of AI Agents. If you thought that everything else ServiceNow is doing with GenAI will certainly boost your workforce productivity, then you’ll agree with us that this feature is a true game changer for organizations in every industry.

AI Agents leverage advanced machine learning algorithms and natural language processing (NLP) to handle routine inquiries, predict user needs, and provide proactive solutions, all while learning and improving over time. They work alongside your people, helping them react faster to what matters and deploy good solutions on time. They don’t just respond to needs—they anticipate them, providing solutions before problems even arise.

⚡Here are some ways AI Agents can boost productivity across your organization:

ServiceNow AI Agents for IT Service Management (ITSM):

AI Agents can handle routine tasks like password resets or software installations, freeing up your IT team to focus on complex challenges. By predicting and identifying potential issues before they escalate, AI Agents can reduce downtime and keep systems running smoothly.

ServiceNow AI Agents for HR Service Delivery (HRSD):

In HR, AI Agents streamline processes like onboarding, leave management, and answering common questions about benefits. HR teams can focus on employee engagement and strategic initiatives by automating these routine interactions.

ServiceNow AI Agents for Customer Service Management (CSM):

For customer service, AI Agents automate responses to frequently asked questions and escalate complex issues to human agents only when necessary. This ensures that your customers get the support they need when they need it—without the wait.

Ready to put AI to work for your people?

ServiceNow’s AI innovations in the Xanadu release are setting a new standard for AI-powered service delivery. By automating everyday tasks and providing personalized, proactive solutions, GenAI makes your teams more efficient and your business more competitive.

Are you ready to empower your people with GenAI? Let’s connect and explore how Now Assist, and AI Agents can transform your organization.

For more information on what AI can do in the Now Platform, download the Put AI to Work with Now Assist infographic from ServiceNow or contact us for a demo or advisory session.

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