Published on November 16, 2023, 3:36 pm

ServiceNow is expanding its generative AI capabilities with the introduction of Now Assist for field service management (FSM) on its Now Platform. This addition aims to help enterprises build their own chatbots and improve workflow management in various areas.

The Vancouver release of Now Platform already included Now Assist for IT service management, customer service management, and HR service delivery. However, FSM was missing from the list until now. The new update allows field service workers to access data on past incidents, activities, and parts to perform tasks more efficiently. For example, it can summarize work orders in a format suitable for mobile devices commonly used by field workers.

Jeremy Barnes, ServiceNow’s VP of AI product, stated that the company is focused on tailoring solutions based on users’ needs instead of releasing broad functionality across every persona or user group.

Now Assist is ServiceNow’s sub-brand for generative AI functionality. By branding their generative AI products under this name, they aim to indicate where these technologies have been integrated into their product suite. There are significant differences between different Now Assist offerings concerning the underlying data used to train the models and the specific tasks each one supports.

Another area receiving enhancements is chatbot creation through Now Assist in Virtual Agent. Users can now engage in multi-turn conversations with chatbots without having to provide information in a specific order. The goal is to make it easier and faster for businesses to create new chat experiences using virtual agents. According to Barnes, employees no longer need to anticipate and code all possible phrasings for questions or requests from employees.

ServiceNow acknowledges that creating workflows for virtual agents can be challenging due to a lack of skilled developers. To address this issue, they are leveraging generative AI technology for flow generation. Users can describe the desired workflow, and the system will automatically translate it into a visual flow using low-code automation principles based on best practices and coding styles.

By incorporating generative AI into their platform, ServiceNow aims to simplify the creation of customized chatbots and automate workflow processes. Barnes also emphasizes that when evaluating generative AI tools, it is essential for CIOs to consider the underlying platform’s capabilities in taking actions beyond conversation.

Overall, these additions to ServiceNow’s Now Platform demonstrate their commitment to enhancing workflow management through the integration of generative AI technologies, allowing enterprises to create more efficient and user-friendly experiences for both field workers and customers.


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