Visionary approach redefines how AI agents
collaborate with employees and customers
Using advanced reasoning and grounded in
cross-enterprise data through the Now Platform, ServiceNow AI
Agents evolve from prompt-based activity to deep contextual
comprehension, keeping people in the loop for robust oversight and
governance
First use cases, Customer Service Management AI
Agents and IT Service Management AI Agents, are expected to reduce
mean-time-to-resolution and make live agents more productive
New Now Assist Skill Kit enables organizations
to build, test, and deploy custom GenAI skills on the ServiceNow
platform
ServiceNow (NYSE: NOW), the AI platform for business
transformation, today announced its plans to integrate Agentic AI
into the ServiceNow platform and unlock 24/7 productivity at
massive scale across use cases including IT, customer service,
procurement, HR, software development, and more. The
forward-thinking approach puts AI to work for people by redefining
how AI agents collaborate with employees and customers. Using
advanced reasoning and grounded in cross-enterprise data through
the Now Platform, ServiceNow AI Agents evolve from the more
familiar prompt-based activity to deep contextual comprehension,
keeping people in the loop for robust oversight and governance.
Available this November, the first use cases for Customer Service
Management (CSM) AI Agents and IT Service Management (ITSM) AI
Agents are expected to reduce mean-time-to-resolution and make live
agents more productive.
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Gartner® predicts that “by 2028 one third of interactions with
GenAI services will invoke action models and autonomous agents for
task completion.”1 With unified, real-time access to
enterprise-wide knowledge, tools, workflows, and data on the Now
Platform—and the ability to comprehend and interpret context to
offer personalized responses and execute action plans—ServiceNow AI
Agents will ultimately have the potential to reinvent workflows
across the enterprise, from small and specialized tasks like single
issue resolution, to running an entire incident response workflow.
Guardrails for robust oversight will be built in to help ensure
organizations can add the levels of governance they need for their
unique business processes.
"ServiceNow is leading the way with its AI platform for business
transformation, accelerating employee productivity and enterprise
value,” said Jon Sigler, senior vice president of Platform and AI
at ServiceNow. “Today, we’re taking a massive leap forward in
unveiling our Agentic AI strategy. ServiceNow AI Agents will work
autonomously in the background, handling tasks, managing processes,
and collaborating with employees rather than just serving them.
Because these capabilities will be built into the ServiceNow
platform, customers can easily apply AI agents and skills that
align with their unique needs.”
ServiceNow also announced the new Now Assist Skill Kit to
enhance existing Now Assist AI capabilities. Skill Kit enables
organizations to build, test, and deploy custom GenAI skills that
fit the needs of their business on the ServiceNow platform, at
scale. The announcement complements hundreds of new capabilities
unveiled today in ServiceNow’s largest AI release to-date, the Now
Platform Xanadu release, which is designed to boost productivity
and strengthen collaboration across the enterprise.
Developing custom Now Assist skills and underlying prompts to
tailor use cases natively within the Now Platform
With Now Assist Skill Kit, generally available today,
organizations can create custom GenAI skills for their specific
business needs, as well as when they have a use case that isn’t yet
available out-of-the-box with Now Assist AI. Skill Kit allows
customers to build, test, and deploy new GenAI skills and their
underlying prompts, select models, and assign these skills to
applications. Skill Kit connects seamlessly to data and knowledge
within the Now Platform for enhanced context and accuracy, and
offers powerful options for customization, whether customers choose
Now LLMs or want to incorporate third-party or custom LLMs.
Additionally, organizations can assign their custom GenAI skills
to AI agents, providing more capacity to help with manual tasks.
Custom-built AI agents will be able to learn alongside customers’
businesses, working together with employees to manage workflows
end-to-end.
Scaling AI agents on the Now Platform
“Over the past few months, AI agents and agentic workflows'
discussions have taken the technology world by storm. Instead of
using AI to optimize an isolated business process, AI agents could
orchestrate the end-to-end value chain," said Ritu Jyoti, general
manager and group vice president, AI and Data Management Market
Research and Advisory Services at IDC.
As more powerful models increase AI agents’ ability to reason
and act, ServiceNow is putting AI to work to entirely reinvent
customer experiences. While resolving issues requires a significant
amount of employee attention today, AI agents will have the skills
to identify and resolve problems independently, guided by human
oversight and aligning with a company’s specific parameters in
concert with robust governance and analytics within the Now
Platform.
The first ServiceNow AI Agent use cases—Customer Service
Management AI Agents and IT Service Management AI Agents—are primed
to deliver a boost in live agent productivity with AI agents
solving many types of employee and customer issues by comprehending
context, intuitively creating a step-by-step process for
resolution, and executing on the plan, with approvals where needed
from live agents.
In the future, using ServiceNow's multimodal AI, AI agents will
be able to pull context from inputs like voice, video, and images
and provide personalized, relevant responses, ultimately driving
around-the-clock productivity at scale with hundreds of use cases
across IT, customer service, procurement, HR, software development,
and more. Further differentiation includes the potential for
agent-to-agent collaboration, in which ServiceNow AI Agents can
work across workflows, collaborating on multi-departmental issues
through the Now Platform’s single architecture.
Redefining collaboration between people and AI on the AI
Platform for business transformation
ServiceNow envisions a future in GenAI where people act as
skilled administrators of an entire team of ServiceNow AI Agents
that proactively manage multiple concurrent tasks and end-to-end
workflows, supported by an agent-AI interaction layer built into
the Now Platform.
This approach, along with the hundreds of innovations introduced
with the Xanadu release, signify ServiceNow’s commitment to helping
businesses drive more value with AI. With a single data platform
that seamlessly integrates people, processes, data, and devices,
customers can act with greater speed and scale. Domain specific AI
models on the Now Platform are purpose-built for any use case,
expanding the possibilities of GenAI across every piece of the
business in every industry.
The Now Platform, including new data enhancements such as
RaptorDB Pro announced today alongside the Xanadu release, provides
the ultra-scale and performance needed for organizations across all
industries to manage complex data in one system of action,
revolutionizing their operations.
With the combination of ServiceNow’s new Xanadu GenAI
innovations, data platform enhancements, and ServiceNow AI Agents,
ServiceNow will help customers take AI-powered workflows even
further across the enterprise, with massive scalability,
connectivity, and personalization for agents, administrators,
developers, and customers on the Now Platform.
Availability
- Now Assist Skill Kit is available today in the ServiceNow
Store.
- Customer Service Management AI Agents and IT Service Management
AI Agents are expected to be available to customers in November
2024 in limited release, with additional use cases added through
2025.
Additional Information
- Read about additional news from ServiceNow today:
- ServiceNow bolstered its Now Assist GenAI portfolio and added
new AI innovations to enhance productivity and employee
collaboration.
- ServiceNow unveiled new data enhancement capabilities to unlock
value with ultra-scale and performance.
- ServiceNow expanded its industry footprint with purpose-built
AI solutions for telecommunications, media, and technology;
financial services; public sector; and retail industries.
- ServiceNow released additional capabilities designed to boost
collaboration and efficiency for developers, IT teams, and
employees.
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.
Forward Looking Statements
This press release contains “forward looking statements” about
the expectations, beliefs, plans, and intentions relating to its
innovations announced with the Now Platform Xanadu release. 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.
© 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.
1 Gartner, Predicts 2024: The Future of Generative AI
Technologies, Arun Chandrasekaran, Anthony Mullen, et al., 28
February 2024 GARTNER is a registered trademark and service mark of
Gartner, Inc. and/or its affiliates in the U.S. and internationally
and is used herein with permission. All rights reserved.
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version on businesswire.com: https://www.businesswire.com/news/home/20240910238517/en/
Media Contact
Jacqueline Velasco 408-561-1937 press@servicenow.com
ServiceNow (NYSE:NOW)
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