ServiceNow, the AI platform for business transformation, has announced its plans to integrate Generative AI Agents into its platform, aiming to unlock 24/7 productivity at scale across various use cases, including IT, customer service, procurement, human resources, and software development, among others.
A revolutionary vision for AI-human collaboration
This visionary approach redefines how AI agents will collaborate with employees and customers. Using advanced reasoning and leveraging cross-enterprise data across the Now platform, ServiceNow’s AI Agents evolve from activity based on cues to deep contextual understanding, keeping people in the loop for robust oversight and governance.
First use cases available in November
The first use cases, AI Agents for Customer Service Management (CSM) and AI Agents for IT Service Management (ITSM), will be available in November 2024. These agents are expected to reduce average resolution time and increase human agent productivity.
Now Assist Skill Kit: Creating custom AI skills
ServiceNow also announced the new Now Assist Skill Kit, which enables organizations to create, test, and deploy custom generative AI skills that fit their business needs on the ServiceNow platform, at scale.
Scaling AI agents on the Now platform
Ritu Jyoti, IDC’s General Manager and Group Vice President, commented, “Instead of using AI to optimize a standalone business process, AI agents could orchestrate the value chain end-to-end.”
As more powerful models enhance AI agents’ ability to reason and act, ServiceNow is putting AI to work to completely reinvent customer experiences.
Redefining collaboration between people and AI
ServiceNow envisions a future in generative AI where people act as expert managers of a team of ServiceNow AI Agents that will proactively manage multiple concurrent tasks and workflows end-to-end.
Availability
- Now Assist Skill Kit is available today in the ServiceNow Store.
- AI Agents for Customer Service Management and IT Service Management are expected to be available for customers in November 2024 in a limited release, with additional use cases to be added throughout 2025.
This new initiative, along with the hundreds of innovations introduced in the Xanadu release, reinforces ServiceNow’s commitment to helping businesses derive more value from AI, redefining how people and technology collaborate in the enterprise environment.