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Enhanced Generative AI Capabilities for Streamlined Workflow Automation

By June 19, 2023August 16th, 2023No Comments

New generative AI capabilities help companies reduce costs while driving higher productivity, smarter experiences, and faster time to value.


ServiceNow has introduced new capabilities for its Now Platform. The solutions, namely ServiceNow Generative AI Controller and Now Assist for Search, expand the company’s existing AI functionality by integrating generative AI capabilities into enterprise applications.

The new solutions are aimed at helping companies improve workflow automation leading to cost reduction, increased productivity, enhanced experiences, and faster time to value. In addition, the company has expanded its strategic partnership with Microsoft to enable the connection between the Now Platform and Azure OpenAI Service. This partnership ensures customers can leverage the benefits of generative AI in a secure and trusted manner.

“By augmenting the Now Platform with powerful new generative AI features and including access to Azure OpenAI Service, we are giving customers a builtin action layer of intelligence,” said CJ Desai, President and Chief Operating Officer at ServiceNow.

The ServiceNow Generative AI Controller facilitates easy connectivity between ServiceNow instances and Microsoft Azure OpenAI Service and OpenAI API large language models. It enables seamless integration of popular generative AI capabilities, such as answering questions and generating content, into existing ServiceNow experiences. This integration empowers companies to unlock more efficient self-service and work experiences.

Configurable as part of ServiceNow’s low-code development tools, the Generative AI Controller allows users across the enterprise to apply generative AI to automation applications, irrespective of their technical abilities. This solution enables companies to optimize workflows and innovate at scale on the Now Platform.

Now Assist for Search offers natural language responses based on the customer’s knowledge base, enhancing search results in Portal Search, Next Experience, or Virtual Agent. It pulls information from the customer’s environment, ensuring robust security measures and accurate results.

ServiceNow aims to continue harnessing the power of generative AI in various use cases to drive productivity across different business functions and industries. The Generative AI Controller and Now Assist for Search are expected to enable customers to prioritize incidents, generate chat responses for customer service, and help employees find actionable information.

“The explosive popularity of generative AI has created an inflection point for enterprises, who are increasingly looking to capitalize on these novel innovations as a means to drive more business value,” said Dave Schubmehl, Research Vice President, Conversational AI and Intelligent Knowledge Discovery Research at IDC. “Organizations are seeking out vendors with battletested, secure, and trusted AI capabilities so they can empower their teams with improved productivity to achieve greater competitive advantage within their industries.”

About Utility Analytics Institute (UAI)

UAI Enables Utility Transformation Through Analytics

UAI is a utility-led membership organization that provides support to the industry to advance the analytics profession and utility organizations of all types, sizes, and analytics maturity levels, as well as analytics professionals throughout every phase of their career.

Transforming into a data decision-based company is one of the most difficult transitions a utility will have to make to thrive in the new energy economy. It’s more than just managing massive amounts of data, implementing the right tools and technology, and people and process management. It’s ensuring you have proper change management processes in place to address cultural challenges, as well as data management and governance plans, and best practice and compliant security strategies in place. It’s implementing the best organizational structure for your utility, and hiring and retaining talented staff, plus so much more! UAI brings together leading utilities who are serious about tackling these challenges and together we concentrate on utility analytics.

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