New Now Assist capabilities drive greater
visibility and controls with AI Governance offering for secure and
compliant AI practices
Native multilingual support extends global
footprint for seamless, culturally aware GenAI communications and
translations
Purpose-built solutions deliver new Now Assist
use cases for configuration management, contract management, legal
services, and health and safety
ServiceNow (NYSE: NOW), the AI platform for business
transformation, today announced new generative AI (GenAI) and
governance innovations to advance autonomous, responsible AI on the
Now Platform. With this launch, ServiceNow is adding more than 150
GenAI innovations to its portfolio for customers. This includes
new, expanded Now Assist capabilities that drive greater visibility
and controls with an AI Governance offering for secure and
compliant AI practices. Native multilingual support in Now Assist
extends GenAI’s global footprint for seamless, culturally aware
communications and translations. Finally, purpose-built solutions
deliver new Now Assist use cases for configuration management,
contract management, legal services, and health and safety.
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As enterprises have accelerated the adoption of GenAI, they are
discovering that siloed applications and scattered data are
barriers to impact and that establishing clearly defined,
human-centric governance processes are essential to the effective
use and oversight of GenAI. That’s why ServiceNow delivers a
winning combination of one platform with an integrated data layer
and continues to optimize its AI platform for speed, scale, and
security. The single architecture of the Now Platform helps ensure
strong governance is embedded in its Now Assist GenAI solutions,
models, and agents no matter where they are deployed in an
organization.
"Enterprises across every industry are embracing a future of
greater autonomy and productivity, all in service to their
employees, customers, and overall business impact,” said Jon
Sigler, senior vice president of Platform and AI at ServiceNow.
“The ServiceNow platform was built to empower this transformation,
offering smarter, faster ways of working through AI-enabled
automation. With governance at the core, these new innovations
bring more personalized, collaborative, trusted experiences to life
across the enterprise.”
Elevating customer trust with integrated AI
governance
Teams working with AI are often burdened with siloed tools and
systems, making visibility and AI governance difficult. AI
governance requires the integration of complex business processes
and needs a best-of-breed workflow platform to be implemented
successfully. With a unified AI inventory data model for connecting
AI strategy, technology, security, and compliance to operate as an
AI control tower, and expanded oversight for AI Governance
for Now Assist, ServiceNow is laying a foundation to help customers
build trust while accelerating business transformation.
ServiceNow also introduced new Now Assist capabilities that
empower customers with the tools needed for responsible AI use:
- Now Assist Guardian provides built-in monitoring and
responsible AI guardrails so customers can better control the use
of GenAI on the Now Platform. This includes the management and
mitigation of offensive content, security vulnerabilities, and the
exposure of sensitive information.
- Now Assist Data Kit eases the often-cumbersome task of
managing and consuming data for AI use cases. Users can create and
easily manage datasets for AI skills and applications, develop
ground truth datasets to benchmark for accuracy and help predict AI
outcomes, and quickly evaluate the effectiveness of experiences
built with Now Assist Skill Kit.
- Now Assist Analytics offers greater visibility into the
adoption, usage, and performance of Now Assist across the
enterprise. With these insights, customers can make more informed,
data-driven decisions to advance GenAI adoption, evaluate ROI on
GenAI investments, and enable better business outcomes.
Extending the value and impact of GenAI globally
With today’s launch, ServiceNow is adding new built-in
multilingual features to Now Assist. These new features address
customer demand and expand the application of ServiceNow’s GenAI
solutions in global markets. Now Assist can now generate,
summarize, and respond to GenAI prompts in the user’s native
language, providing improved, culturally aware understanding and
communication for both agents and requestors.
The following languages are supported natively by Now Assist:
English, French, Dutch, German, Spanish, Italian, Portuguese, and
Japanese. Other languages will continue to be supported with
ServiceNow’s existing Dynamic Translation, which automatically
translates user inputs and a response back in the user’s
language.
Accelerating productivity with tailored Now Assist
solutions
Building on the Xanadu platform release—which marked the
company’s most comprehensive set of AI innovations to
date—ServiceNow has further expanded Now Assist solutions,
purpose-built for specific enterprise use cases. From configuration
management to legal affairs and health and safety, GenAI can help
transform the productivity and efficacy of these critical internal
functions.
- Now Assist for Configuration Management Database (CMDB)
uses AI to make managing and understanding data easier for
customers. It helps users keep a clean and accurate CMDB by
reducing duplicate data, simplifying complex information, and
streamlining data input. With Now Assist for CMDB, users can
quickly view summaries of Configuration Items (CIs) and their
dependencies, and AI can find and fix duplicate data automatically.
It also assists in the setup of Service Graph Connectors to bring
data into the CMDB and fix any issues that come up during the
process.
- Now Assist for Legal Service Delivery helps legal teams
deliver faster service to clients with auto-generated summaries of
legal requests and matters. Legal teams are often juggling multiple
requests and complex legal matters, such as investigations,
simultaneously. With Now Assist, they can fulfill these requests
with greater efficiency and faster time to resolution.
- Now Assist in Contract Management streamlines contract
processing and reduces risk by leveraging GenAI to automatically
flag non-standard language, identify missing clauses and suggest
revisions within contracts such as non-disclosure agreements
(NDAs). Additionally, GenAI provides rapid insights into
contractual terms and obligations by intelligently extracting
metadata from contracts. This helps reduce cost, revenue leakage,
and risk for the enterprise.
- Now Assist for Health and Safety helps ensure a safer
environment for employees by streamlining incident management
processes while reducing manual, repetitive work for health and
safety workers. It uses GenAI to auto-generate summaries of safety
incidents and lessons learned based on incident records, resulting
in more effective communication, improved agent productivity, and
proactive prevention and resolution of incidents.
In addition to these new innovations, ServiceNow Impact—the
ServiceNow customer success solution to maximize AI, optimize
performance, provide on-demand expertise, and accelerate business
value—includes new GenAI accelerators to help make adoption
of Now Assist solutions easier and faster for customers.
“Worldwide spending on AI is projected to grow 3 times greater
than the five-year CAGR for worldwide IT spending over the same
period (2023-2028), driven by the rapid infusion of AI and GenAI
for employee experience, customer engagement, business processes,
and industry innovation,” said Ritu Jyoti, general manager/group
VP, AI, and Data market research and advisory at IDC. “As
organizations look to drive value from AI transformations, they
recognize the need for a single and scalable platform that connects
people, processes, data, and systems. ServiceNow is meeting
customers where they are by streamlining workflows and simplifying
complex processes on a single AI-powered platform. As ServiceNow
expands GenAI into new areas of the enterprise, the company
continues to help organizations transform operations and stay
competitive.”
Customers like EY are already seeing the benefits of Now
Assist.
“GenAI is having a huge impact on our organization, both in the
way EY teams deliver EY services and support EY people, but also in
creating opportunities to go to market with ServiceNow to help EY
clients transform their businesses,” said Hank Prybylski, Global
Vice Chair, Transformation, EY. “We are seeing incredible value in
the Now Assist space and looking to extend that to a whole suite of
areas including customer service management and more broadly to our
managed services environment.”
Putting data and AI to work across the Now Platform
On top of today’s launch, ServiceNow recently announced Workflow
Data Fabric, a breakthrough innovation that enhances all ServiceNow
workflows, AI solutions, and AI Agents.
This enhanced, integrated data layer allows customers to
connect, understand, and act on structured, semi-structured,
unstructured, and streaming data across the enterprise, inside and
outside of ServiceNow. Coupled with zero copy capabilities and the
future integration of Knowledge Graph, which transforms raw data
into contextual insights, ServiceNow is unifying people, processes,
operations, and systems so AI can work more autonomously across the
enterprise.
These data capabilities are an instrumental part of ServiceNow's
vision of AI Agents that work autonomously and collaboratively with
people to enable business transformation. This vision also includes
the expansion of its partnership with NVIDIA to jointly develop AI
agent use cases on the Now Platform and accelerate the adoption of
Agentic AI, reinventing how AI delivers value across all
industries.
Availability
- AI Governance for Now Assist is available today to a limited
set of customers and is expected to be generally available in Q1
2025. All other new GenAI innovations announced today are now
generally available to customers in the ServiceNow Store.
Additional Information
- Learn more about ServiceNow Now Assist here.
- Read about additional news from ServiceNow today:
- New innovations enhance developer productivity, industry
momentum
- ServiceNow and Five9 expand partnership to deliver unified,
end-to-end agent and customer experiences
About ServiceNow
ServiceNow (NYSE: NOW) is putting AI to work for people. We move
with the pace of innovation to help customers transform
organizations across every industry while upholding a trustworthy,
human centered approach to deploying our products and services at
scale. Our AI platform for business transformation connects people,
processes, data, and devices to increase productivity and maximize
business outcomes. For more information, visit:
www.servicenow.com.
© 2024 ServiceNow, Inc. All rights reserved. ServiceNow, the
ServiceNow logo, Now, and other ServiceNow marks are trademarks
and/or registered trademarks of ServiceNow, Inc. in the United
States and/or other countries. Other company names, product names,
and logos may be trademarks of the respective companies with which
they are associated.
Forward-Looking Statements
This press release contains “forward-looking statements” about
the expectations, beliefs, plans, and intentions relating to its
new Now Assist capabilities. Such statements include statements
regarding future product capabilities and offerings and expected
benefits to ServiceNow. Forward-looking statements are subject to
known and unknown risks and uncertainties and are based on
potentially inaccurate assumptions that could cause actual results
to differ materially from those expected or implied by the
forward-looking statements. If any such risks or uncertainties
materialize or if any of the assumptions prove incorrect,
ServiceNow’s results could differ materially from the results
expressed or implied by the forward-looking statements made.
ServiceNow undertakes no obligation, and does not intend, to update
the forward-looking statements. Factors that may cause actual
results to differ materially from those in any forward-looking
statements include: (i) delays and unexpected difficulties and
expenses in executing the product capabilities and offerings, (ii)
changes in the regulatory landscape related to AI and (iii)
uncertainty as to whether sales will justify the investments in the
product capabilities and offerings. Further information on factors
that could affect ServiceNow’s financial and other results is
included in the filings ServiceNow makes with the Securities and
Exchange Commission from time to time.
View source
version on businesswire.com: https://www.businesswire.com/news/home/20241113489335/en/
Media Contact: Jacqueline Velasco (408) 561-1937
Press@ServiceNow.com
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