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Everything you need to know about ServiceNow Gen AI

5 minutes
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With the increasing popularity of artificial intelligence (AI), it’s no surprise that people are now using it for various tasks. So, why not use it with ServiceNow?

Generative AI or Gen AI is the latest innovation in the realm of AI. It uses existing data to generate new content. With Gen AI, such as ChatGPT, machine learning models can generate entirely original text, images, and videos. This groundbreaking capability opens up new possibilities for automating tasks, improving customer experiences, and driving innovation
The ServiceNow Platform uses generative AI, machine learning frameworks, natural language understanding, search and automation, and analytics to enhance employee abilities and customer experiences seamlessly. So, let us teach you everything you need to know about ServiceNow Gen AI.

What is the difference between AI and Gen AI in ServiceNow?

Most people mix up Gen AI and AI, but they are not the same. AI is broad and includes different technologies that help machines perform tasks that require advanced reasoning capabilities. ServiceNow uses AI capabilities such as predictive intelligence, document intelligence, and task intelligence.  

Gen AI, 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 are some ServiceNow Gen AI capabilities?

Gen AI elevates your ServiceNow experience by extending beyond typical AI capabilities. It helps generate knowledge articles, improve chatbots, and optimize workflows. Additionally, it provides valuable data insights.  

ServiceNow Gen AI can also help in text summarization, prompt enhancements, and features such as text-to-code conversion. These applications streamline workflows, minimize errors, and expedite decision-making processes, benefiting users across diverse industries. 

What are some tips to navigate Gen AI successfully?

What sets ServiceNow Gen AI apart from other Gen AI solutions is that it uses the Now LLM, which is a specific Large Language Model trained on domain-specific data. This makes it more context-accurate and cost-effective than generic LLMs. For successful and responsible ServiceNow Gen AI navigation, a strategic approach is important. You must understand the nuances of AI and the differences between the various AI capabilities already present in ServiceNow.

How to get started with Gen AI in ServiceNow?

Here are some tips from our ServiceNow Gen AI experts:

  1. Ensure Organizational preparedness: Ensure 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.
  2. Start small and scale:
  • Define Your Business Case: Start with a clear understanding of the business cases where AI, specifically Gen AI 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.
  • Pilot: Begin with a pilot project or proof of concept to test the effectiveness of Gen AI in your organization with functionalities like text summarization. 
  • Evaluate: Think of ways to evaluate and assess AI outcomes when defining the business case. Define the KPIs and measures to be used. Specify the data set or control. Then evaluate against those measures.
  • Celebrate: Celebrate successes in your organization. Promote the result and hype people and business units to come up with their business cases.
  • Scale: Expand to more complex functionalities, and gradually scale up the usage of Gen AI across different departments or processes.p4m_blog_GenAi_big 

How does ServiceNow ensure responsible AI practices with Gen AI?

ServiceNow emphasizes responsible AI usage by prioritizing data privacy, marking AI-generated responses, as “AI generated, and ensuring traceability to sources.

What's the future roadmap for Gen AI within ServiceNow?

In the future, Gen AI will continue to shape ServiceNow’s landscape. Upcoming resources like AI capability maps and informative content will help users navigate the evolving AI ecosystem. Embracing existing AI capabilities while exploring Gen AI’s potential will empower organizations to optimize workflows and unlock new efficiencies. 

In conclusion, ServiceNow Gen AI presents an exciting chapter in the platform’s evolution. It’s a testament to continuous innovation and empowering users with intelligent solutions. With a strategic approach and a clear understanding of AI capabilities, ServiceNow users can harness Gen AI’s potential to transform their business operations and make work flow.

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Maud Stigter

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Maud Stigter
AI Capability Expert
+31 30 760 26 70

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