ServiceNow has announced its newest generative AI solution, Now Assist for Virtual Agent, designed to create truly conversational experiences for more intelligent self-service. Now Assist for Virtual Agent builds on ServiceNow’s strategy to embed generative AI across the Now Platform so customers can easily harness intelligence at scale and simplify and optimize digital workflows, as announced recently at ServiceNow’s signature Knowledge event.
Now Assist for Virtual Agent uses generative AI to deliver more direct, relevant, and conversational responses to questions—and to connect exchanges to digital workflows across the Now Platform. For example, if a user asks Now Assist for Virtual Agent a question, the solution will use generative AI to provide a straightforward answer within the conversation that helps users immediately get the information they need—such as internal pieces of code for product and engineering teams, product images or videos, links to documents, or summaries of relevant knowledge base articles. Because ServiceNow works across departments and systems, Now Assist for Virtual Agent converses accurately even if the user doesn’t know who to ask or where to start, which helps increase productivity, creates higher self-solve rates, and drives faster issue resolution.
With Now Assist for Virtual Agent, customers will also be able to:
· Easily configure intelligent conversational experiences powered by generative AI from Virtual Agent in a low-code, drag-and-drop environment with Virtual Agent Designer
· Embed direct access to general purpose large language models (LLMs), such as Microsoft Azure OpenAI Service LLM or OpenAI API, allowing end-users to safely supplement general answers as needed without having to scour through multiple knowledge base articles to find the right information
· Receive direct responses to user questions in real-time conversations, with information formatted to best suit the answer (i.e., text, links, images, videos, relevant portions of knowledge base articles)
· Achieve a more personalized, relevant, and contextual self-service experience from Virtual Agent
Now Assist for Virtual Agent is powered by the recently announced ServiceNow Generative AI Controller, which serves as the foundation for all generative AI functionality on the Now Platform. The Controller allows organizations to easily connect ServiceNow instances to both Microsoft Azure OpenAI Service LLM and OpenAI API and features built-in actions for faster intelligent workflow automation. Now Assist for Virtual Agent also leverages Now Assist for Search, which sits on top of the Controller and works with Now Assist for Virtual Agent to provide connected generative AI experiences across the Now Platform. Because Now Assist for Search pulls information from within a customer’s environment, customers can trust that robust security layers are applied within the Now Platform so results can be more accurate, helping to reduce the likelihood of error or hallucinations.
Availability
Now Assist for Virtual Agent and Now Assist for Search are available to a limited set of customers now and are expected to be generally available in ServiceNow’s Vancouver release, coming in September 2023.
