ServiceNow boosts its Generative Artificial Intelligence capabilities

ServiceNow has announced the expansion of its generative Artificial Intelligence (AI) capabilities with case summarization and text-to-code conversion. These new capabilities, powered by powerful language models (LLMs), are designed specifically for the Now Platform to increase speed, productivity, and customer value. This initiative focuses on reduce repetitive work and significantly improve productivity in IT service management, customer service, and human resource services.

ServiceNow’s Now Platform already featured a growing family of Now Assist solutions that incorporated generative AI capabilities into all of its workflow offerings. Among the previously announced capabilities are the Generative AI Controller, which connects ServiceNow instances to Microsoft Azure OpenAI Service and OpenAI API LLMs; he Now Assist for Search, which provides natural language responses based on customer insight; and the Now Assist for Virtual Agentwhich maximizes productivity by eliminating the need to manually search for information.

CJ Desai, President and COO of ServiceNow, underscored the relevance of the potential of generative AI to radically transform the way we work. ServiceNow’s focus on integrating these capabilities into its platform seeks to achieve significant business impact, enabling exceptional experiences and enhanced results for its customers.

According to a report by the analysis company valuethe proper use of AI can reduce up to 40% the time employees take to perform their tasks. With case summarization and text-to-code conversion, organizations can improve their productivity almost immediately, simplifying processes and allowing employees to focus on solving problems quickly and easily.

Case Brief uses generative AI to read and synthesize information from IT, HR, and customer service cases, creating summary notes in seconds. This streamlining of the collaboration process between internal teams improves productivity and efficiency for both clients and employees, freeing them from manual tasks and allowing them to focus on more complex projects.

On the other hand, text-to-code conversion speeds professional and low-code development by automatically generating hints, and in some cases even entire code, from natural language text descriptions provided by developers. This feature encourages fast and efficient development, ensuring smooth code experiences that boost productivity in all areas of the business.

Collaboration with NVIDIA and Cognizant has been instrumental in advancing the development of generative AI and AI-powered automation solutions. In addition, the collaboration with Hugging Face has fueled the BigCode project, focused on developing advanced AI systems for code in a responsible and open manner.

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