Teaming Up with Generative AI to Hand You a High Performing Enterprise


The human arsenal has come across some really valuable elements to enhance our lives, but at the same time, none have done a better of it than our desire to improve at a consistent pace. We say this because the stated desire has already fetched the world some huge milestones, with technology appearing as a rather unique member of the group. The reason why technology’s credentials are so anomalous is purposed around its skill-set, which was unprecedented enough to realize all the possibilities for us that we couldn’t have imagined otherwise. Nevertheless, a closer look should be able to reveal how the whole runner was also very much inspired by the way we applied those skills across a real world environment. The latter component was, in fact, what gave the creation a spectrum-wide presence and made it the ultimate centerpiece of every horizon. Now, having such a powerful tool run the show did expand our experience in many different directions, but even after reaching so far ahead, this prodigious concept called technology will somehow keep on delivering the right goods.  The same has grown to become a lot more evident in recent times, and assuming one new HRM-themed development pans out just like we envision, it will only propel that trend towards greater heights over the near future and beyond.

ServiceNow, the leading digital workflow company making the world work better for everyone, has officially announced a major expansion bid for its proprietary Now Platform. Under this stated expansion, the company will introduce an assortment of Now Assist solutions that will look to support operations like IT service management, customer service management, HR service delivery, as well as all creator-related initiatives. Leveraging generative AI and domain-specific ServiceNow large language model to deliver on their promised value proposition, these solutions are geared towards accelerating productivity, improving experiences, and scaling up agility for customers. But how does the whole development looks on a more granular level? Well, we begin from the solution Now Assist for IT Service Management (ITSM), which is designed to let IT leaders take control of their IT experience so to improve agent productivity and employees experience at the same time. Here, the agents are provided Acomprehensive summaries in regards to incident history and live Virtual Agent interactions, interactions that will bring to the fore complete answers to every query rather some inadequate search results. This, in turn, makes it possible for an agent to resolve issues faster and also without having to ask the user about details again and again. Furthermore, the solution can seamlessly create contextual summaries of incidents and resolution notes to help companies implement incident management best practices and resolve more incidents in less time. Next up, we have Now Assist for Customer Service Management (CSM), a solution which you can bank upon to streamline the entire customer service process from beginning to end, thus triggering higher agent productivity, better cost savings, and an improved customer experience. You see, with the product’s ability to rapidly generate summaries for cases and chats, any customer can expect to reduce their manual work and achieve a faster issue redressal mechanism. Complementing the same is a better self-service experience where you stand a greater chance to land on the most suitable answer, and as a result, realize higher case deflection and cost reduction.

“Organizations are seeking a trusted partner to help them navigate this dynamic and fast-moving era of intelligence,” said CJ Desai, president and chief operating officer at ServiceNow. “ServiceNow has thousands of customers already using the Now Platform to digitize and streamline processes across the enterprise. We’re combining the power of the Now Platform with new generative AI features to bring AI-driven intelligence to every corner of the business, creating a catalyst for productivity and better enterprise experiences.”

Hold on, we aren’t done yet. Another detail worth a mention here talks to the new Now Assist for HR Service Delivery solution (HRSD). The stated solution, in simpler terms, comes decked with the means to reduce redundant, manual tasks for HR teams. Given those sort of capabilities, Now Assist for HRSD can empower HR managers to handle issues like payroll discrepancies, paperwork changes, and more, without mandating them to dig through a painful amount of information. Instead, it bets on instant summaries of case topics, previous history from live chat and Virtual Agent interactions, previous resolutions and actions taken, to inform all decisions. Lastly, we have Now Assist for Creator, which bears the responsibility to help teams create and scale up apps more quickly on the Now Platform. To deliver such a feature, ServiceNow has trained the solution on an in-house code. Through this code, the product is able to conceive higher quality outcomes, while simultaneously retaining a better level of security throughout the proceedings. The development also ensures a wider availability of a text-to-code functionality; meaning every department within a business can now easily create meaningful coding experience.

The development provides an interesting follow-up to one Goldman Sachs’ report, which claimed that generative AI will lift human productivity, instilling almost $7 trillion to global GDP in the next decade.

Offering a testimony for ServiceNow’s latest move, Darla Wolf, Senior Digital Employee Experience Manager at Coursera (an early user of the Now Assist ITSM solution) said:

“With Now Assist for ITSM, we are able to resolve more incidents in less time, increasing productivity for the IT team while improving our employee experience. At Coursera, using generative AI tools to boost the IT team’s efficiency has enabled us to improve support for employees, who are working every day to help millions of learners and organizations access world-class learning from top universities and companies.”

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