ServiceNow Artificial Intelligence (AI) features are rapidly transforming and accelerating businesses across all sectors and industries. On top of this, Generative AI continuously drives innovation by unlocking and leveraging data across silos to increase operational efficiencies, decrease costs and optimize overall performance.
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How we do it
With our deep understanding of the ServiceNow platform and decade of experience with building (custom) workflows, we developed a pragmatic approach to put your overarching data strategy into practice, using proprietary services like our Self-healing CMDB.
AI Readiness & Use Case Identification
We assess your organization’s readiness for AI adoption and identify opportunities for improvement. This involves investigating adoption readiness from several angles ranging from technology, data, organization, process, people to policies.
AI Roadmap Definition
We work with you to develop a roadmap for AI adoption that aligns with your business goals. This will be done through the identification and prioritization of impactful use cases for AI in your organization.
Readiness Support
We assist you in preparing your platform for AI integration and ensure a smooth transition by migrating data, removing customizations, and ensuring data quality.
NowAssist Implementation
We help you implement NowAssist, ServiceNow’s AI-powered virtual agent. This includes configuring NowAssist, training agents, and providing go-live support.
Maintain and Improve GenAI
We provide continuous support to help you maintain and improve your AI capabilities. This includes building new use cases, improving data quality, back to out-of-the-box configurations, and refining AI prompts.
Custom Use Case (Skills) Development
Our team of experienced developers and AI specialists can help you create custom use cases (skills) that address your unique business challenges. See the following page for more information on how we can help you build your own AI use cases.
Experienced and Certified AI partner
We are a trusted partner of ServiceNow and have a proven track record of helping organizations successfully adopt AI. You can find us on the ServiceNow Partner Finder website or get in touch with us below.
Don’t just take our word for it
With the help of Plat4mation, we used AI to improve the User Experience by implementing Predictive Intelligence Classification.
Bamidele Layioye
IT Manager
FAQs
What is the difference between AI and GenAI in ServiceNow?
Most people mix up GenAI and AI, but they aren’t the same. AI is broad and includes different technologies that help machines perform tasks requiring advanced reasoning capabilities. ServiceNow uses AI capabilities such as predictive intelligence, document intelligence, and task intelligence.
GenAI, on the other hand, is a type of AI that creates original content from training or existing data. It is used in the Generative AI Controller and Now Assist.
What is ServiceNow Now Assist?
ServiceNow’s Now Assist uses the Now LLM and Azure Open AI’s LLM to offer Assistive capabilities like chat summarization, case summarization, notes generation, text to code, and search improvements.
This makes it easier to find the right information while interacting with the Now Platform. Now, this functionality isn’t customizable but it’s currently under development. Planned enhancements include knowledge article generation, text to flow, and text to process.
How to get started with GenAI in ServiceNow?
Here are some tips from our ServiceNow GenAI experts:
1.Ensure organizational readiness: Check data literacy among teams. Train employees to understand data and the possibilities and limitations of AI. This way, employees are empowered to understand and challenge AI. Clean and organize your data to ensure its quality and availability. Correct data is the fuel that powers AI, so it is crucial to have a solid foundation of accurate and relevant data and CMDB. Take our CMDB/CSDM Quick Assessment to find out where you stand regarding data/CMDB quality.
2.Start small and scale:
1) Define your business case: Start with a clear understanding of the business cases where AI, specifically GenAI, can add value to your organization. Consider areas where content generation, automation, or data analysis can drive efficiency and improve outcomes. You can also contact specialists and experts to align capabilities with requirements.
2) Plot: Begin with a pilot project or proof of concept to test the effectiveness of GenAI in your organization with functionalities like text summarization.
3) Evaluate: Think of ways to evaluate and assess AI outcomes when defining the business case. Define the KPIs and metrics to be used. Specify the data set or control. Then evaluate against those measures.
4) Celebrate: Celebrate successes in your organization. Share the results and enthuse people and business units to hand in their business cases.
5) Scale: Expand to more complex functionalities, and gradually scale up the usage of GenAI across different departments or processes.
How can you make use of (Gen) AI in a platform with many regulatory issues (access/privacy and retention policies)?
There is a growing need to address increasing regulatory requirements and security risks.
ServiceNow, with its Now LLM, has built-in features that keep both existing and upcoming regulations concerning GenAI in mind.
For example, any GenAI generated response is clearly indicated by the star symbol. The platform offers robust data governance tools that help manage user permissions, data encryption, and audit trails. This ensures that sensitive information is handled according to legal standards, reducing the risk of non-compliance.
Furthermore, GenAI can be customized either by using your own LLM and security/governance setup, or by customizing the prompts used with the Skill builder.
What is the difference between AI, Generative AI, and Machine Learning in ServiceNow?
At the core of ServiceNow’s AI lies the distinction between AI, Generative AI, and Machine Learning.
Large language models and the Now Assist Generative AI Controller fall within deep learning which is a subset of Machine Learning.
ServiceNow not only incorporates Deep Learning but also offers Machine Learning capabilities such as regression, classification, and clustering within its Predictive Intelligence suite.
The broader AI domain includes both Machine Learning and Deep Learning, facilitating a range of AI-driven features on the ServiceNow platform. These range from AI Search to Natural Language Query and Process Mining.
How does AI/GenAI assist with translating foreign languages and responding back to the customer in their language?
Currently, NowAssist only supports the English language. You can use Dynamic Translations to translate input from other languages, but this only works for translating questions. For example, you can ask a question in Dutch, get the response in English, and then use Dynamic Translations to translate the answer to Dutch.
ServiceNow is working on adding support for more languages in the future.
Talk to the expert
Schedule a call with one of our ServiceNow GenAI experts. They’ll be happy to tell you more!
