ServiceNow Launches Now Assist for Virtual Agent to Revolutionize Self-Service with Generative AI

ServiceNow recently announced the launch of its latest generative AI solution, Now Assist for Virtual Agent. It aims to revolutionize self-service by providing intelligent and relevant conversational experiences. ServiceNow’s Now Platform enables customers to streamline digital workflows and optimize productivity by integrating generative AI capabilities.

Features of Now Assist for Virtual Agent

Now Assist for Virtual Agent is a self-service tool that utilizes generative AI to offer contextually accurate responses to user inquiries. The tool is integrated with the Now Platform, allowing users quick access to relevant information and digital workflows tailored to their needs. It provides assistance with internal code snippets, product images or videos, document links, and knowledge base article summaries. The capability helps users obtain quick and accurate solutions, even when they need guidance on whom to approach or where to begin, thereby enhancing self-solve rates and accelerating issue resolution.

Integration with Virtual Agent Designer

Now Assist for Virtual Agent is easily configurable using Virtual Agent Designer in a drag-and-drop environment with natural language understanding (NLU). The integration can be easily incorporated into an organization, enabling them to begin automating and streamlining digital workflows to achieve faster responses. The tool’s diagram drag-and-drop designer enables users to create and deploy conversational self-service.

Future Use Cases and Collaboration with Nvidia

ServiceNow is actively exploring future use cases of generative AI to enhance productivity across various business functions, such as IT, employee experience, and customer service. The company is also collaborating with Nvidia to develop customized large language models (LLMs) for workflow automation. ServiceNow is developing custom LLMs using Nvidia’s software, services, and infrastructure, trained on data specifically for the ServiceNow Platform. The ongoing collaboration with Nvidia aims to address a broad spectrum of customer requirements with custom LLMs to unlock new use cases that effectively leverage the technology’s potential across industries and enable the creation of new revenue streams.

ServiceNow’s latest generative AI solution, Now Assist for Virtual Agent, expands on its strategy of integrating generative AI capabilities into its Now Platform, enabling users to swiftly access relevant information and connect with digital workflows tailored to their needs. The integration with Virtual Agent Designer in a drag-and-drop environment with natural language understanding (NLU) enables users to create and deploy conversational self-service. ServiceNow’s collaboration with Nvidia to develop customized large language models (LLMs) for workflow automation is expected to address a broad spectrum of customer requirements with custom LLMs to unlock new use cases that leverage the technology’s potential across industries and enable the creation of new revenue streams.