Workflow management software provider ServiceNow has embedded a chatbot for assisting customers with most of its products.
ServiceNow’s new Now Assist tool is an expansion to its AI-powered Now Platform, and is available in its Vancouver software release for IT Service Management (ITSM), Customer Service Management (CSM), HR Service Delivery (HRSD), and Creator workflow application.
The new genAI technology works across applications and can summarize customer service interactions and perform case, incident, and agent chat summarizations; act as a virtual agent; and do search. The new tool can also assist with software development by taking natural language suggestions on which to build code.
The genAI technology also connects back to GPT-3, 3.5, and 4 large language models (LLMs) and works across all workflows on the ServiceNow’s Now Platform to help create efficiencies, offer productivity boosts, and improve employee and customer experiences by automating tasks.
ServiceNow
Now Assist summarizing an interaction with IT services.
The Vancouver release also improves security by providing zero-trust access to the ServiceNow Vault cloud storage service and network authentication policies based on parameters such as location, network, user and devices.
The new release also offers third-party risk management functionality to identify and address potential breaches.
ServiceNow is offering customers a two-pronged approach to LLMs. Customers can use a general-purpose LLM which includes access to Microsoft Azure OpenAI Service LLM and OpenAI API or a domain-specific LLM, which is designed specifically for ServiceNow’s workflows, use cases, and processes, and are tailored to agents, employees, customers, and IT administrators who use ServiceNow. While vertical industries can benefit from domain-specific LLMs, these LLMs are designed for any organization regardless of industry who may need a more specialized LLM.
“I was working with our research team, probably a year ago, and they had internal LLMs,” said Jonathan Sigler, senior vice president of platforms at ServiceNow. “And I thought that that was a pretty amazing thing, but I don’t think anybody understood what was going to happen in December of 2022 when the absolute explosion of Gen AI happened through chat GPT 3.5.
“We have never seen anything like this in [generative AI] technology, not with the iPhone or out of the internet. Within one week, there [were] 100 million people using ChatGPT. So, we knew right away that this was going to be a game changer and that we really had to think hard about how we could leverage this aspect of Gen AI as part of our AI platform, and then expose that in our products,” Sigler said.
CJ Desai, president and chief operating officer at ServiceNow, said the company already has thousands of customers using the Now Platform to digitize and streamline enterprise processes.
“With our Vancouver release, we’re combining…
2023-09-23 07:24:02
Article from www.computerworld.com rnrn