ServiceNow has announced a significant expansion of its AI-driven capabilities, introducing over 150 generative AI (GenAI) innovations to its Now Platform. The updates aim to enhance the autonomy, efficiency, and governance of AI processes across a range of enterprise functions, including configuration management, legal services, and health and safety.
A central focus of the update is strengthening AI governance, ensuring secure and responsible implementation of GenAI solutions. The newly introduced AI Governance for Now Assist acts as an "AI control tower," integrating business processes and providing oversight to build trust in AI-driven practices. Key features include:
- Now Assist Guardian: Built-in monitoring tools to prevent the misuse of GenAI by managing sensitive information, mitigating offensive content, and addressing security vulnerabilities.
- Now Assist Data Kit: Simplified dataset management for AI use cases, enabling accurate benchmarks and better predictive outcomes.
- Now Assist Analytics: Insights into adoption and performance, helping businesses optimize GenAI investments and measure ROI.
Expanding GenAI’s Reach with Multilingual Capabilities
To meet global demand, ServiceNow has expanded Now Assist’s multilingual support, enabling native interaction in languages such as English, French, German, Spanish, and Japanese. This enhancement ensures culturally aware communication and smoother translations, improving user experiences in international markets.
Practical Applications Across Business Functions
ServiceNow’s GenAI innovations include purpose-built solutions tailored to specific enterprise needs:
- Configuration Management Database (CMDB): AI-powered tools to streamline data management, detect duplicates, and optimize configuration items.
- Legal Services: Automated summaries of legal requests and AI-generated insights into contracts, reducing processing time and minimizing risk.
- Contract Management: AI tools to identify missing clauses, flag non-standard language, and extract metadata for faster, more accurate contract reviews.
- Health and Safety: Automated incident summaries and proactive insights to improve safety processes and communication.
A Commitment to Scalable AI Adoption
The new offerings align with ServiceNow’s broader AI strategy, which includes the integration of a unified data layer, Workflow Data Fabric, and collaborations with partners like NVIDIA. These advancements aim to create AI agents capable of operating autonomously across various business functions.
Industry analysts, such as Ritu Jyoti of IDC, view these updates as critical for organizations looking to navigate complex workflows and maximize the value of AI technologies. EY, one of ServiceNow’s customers, has already reported significant benefits, using GenAI to transform both internal processes and client-facing services.
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.
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