At the annual Knowledge 2024 event, ServiceNow (NYSE: NOW), the artificial intelligence platform for business transformation, unveiled its new AI-generated service avatars developed in collaboration with NVIDIA. These avatars, powered by voice technologies, extensive language models (LLM), and NVIDIA animation, were revealed during the opening keynote by CJ Desai, president and chief operating officer of ServiceNow, with a special appearance by NVIDIA’s founder and CEO, Jensen Huang.
Service Avatars for More Personalized Experiences
The showcased avatars demonstrate the potential to provide a more engaging and personal communication option for users who prefer visual interactions. These innovations are part of the strategic collaboration between ServiceNow and NVIDIA, aiming to expand interaction options with workflows in organizations.
Driving Generative AI in Customer Service
During the demonstration, it was highlighted how these avatars can enhance interactions for both customers and employees in various industries, especially in those where customer service, engagement, and personalized communication are critical. This advancement is significant, as Gartner® predicts that “by 2026, 60% of generative AI solutions will be multimodal, compared to 1% in 2023.”
Technology Behind the Avatars
Now Assist avatars, powered by NVIDIA technology, utilize the NVIDIA Avatar Cloud Engine (ACE), which includes NVIDIA NIM microservices and NVIDIA ACE technologies, available on the NVIDIA AI Enterprise software platform. These avatars provide a real-time interactive experience, facilitating more human and effective communication.
Impact on Various Industries
Avatars have the potential to transform interactions in sectors such as retail, travel, and many others, providing an enhanced and personalized user experience. For example, a customer inquiring about upgrading their internet package can interact with an on-screen avatar that simulates a human conversation, guiding them through available options and steps to take.
Statements from ServiceNow and NVIDIA Leaders
“As AI becomes deeply integrated into our daily lives, customers and employees expect technology to intelligently learn and adapt to their work and communication styles,” said CJ Desai. “We are expanding our collaboration with NVIDIA to explore new ways of interacting with generative AI through Now Assist, ensuring that AI is a friendly, engaging, and empathetic experience for everyone.”
Manuvir Das, NVIDIA’s vice president of enterprise computing, added, “Customer service is essential in many industries, making generative AI one of the biggest use cases. ServiceNow is at the forefront of bringing generative AI to businesses worldwide to support billions of service requests.”
Future of AI at ServiceNow
The avatars showcased at Knowledge 2024 are just a glimpse of the potential of the collaboration between ServiceNow and NVIDIA to drive industry innovations through generative AI. This technology not only enhances customer service interactions but also optimizes internal operations and employee experience.
ServiceNow remains committed to developing impactful, responsible, and secure AI, embracing the principles of open science and open governance development. As a founding member of the AI Alliance led by IBM and Meta, ServiceNow joins other pioneering organizations to advance the principles of open, secure, and responsible AI globally.