Takeaways from ServiceNow Knowledge 23: Unveiling New Generative AI Capabilities for Workflow Automation

ServiceNow Knowledge 23 brought together innovative minds to unveil new generative AI capabilities, taking workflow automation to new heights. It shed light on the power of New Generative AI and its role in enhancing workflow automation.

Key Highlights from the ServiceNow Knowledge 23 Event

ServiceNow Knowledge 23 was a captivating event that offered a plethora of key innovations. Let’s delve into some of the most notable moments from the event that left attendees inspired and excited about the future possibilities:

• Attendance: Knowledge 2023 drew ~16,000 attendees, indicating a strong interest and enthusiasm among participants.
• ServiceNow.org: The newly announced organization aims to support nonprofit organizations in their mission by helping them streamline processes and work more efficiently.
• Rise Up with ServiceNow: ServiceNow CEO Bill McDermott highlighted the significant growth of ServiceNow and the need to train skilled practitioners. The Rise Up with ServiceNow global training initiative was updated to meet the demand, with over 4 million people having completed Now Platform training and certification programs.
• AI and the Exponential Enterprise: McDermott discussed the growing importance of artificial intelligence (AI) and automation, referring to it as the “exponential enterprise.” He emphasized the need for a new mindset to drive innovation and predicted a revolution in how we live, work, and build
• Workflow Revolution: McDermott spoke about a “workflow revolution” and estimated the need to build 1 million new apps on the Now Platform within text-to-code, text-to-workflow automation, and text-to-applications were mentioned as key drivers of this revolution.
• IT-Business Partnership: Chris Bedi, Chief Digital Information Officer at ServiceNow, addressed the myth of rivalry between IT and business organizations. He highlighted the importance of IT as an integral part of business strategy and introduced an example of successful partnership between IT and business leadership at State Farm Insurance.
• Say Yes to Innovation: McDermott encouraged attendees to say yes to innovation and embark on a transformative journey. He inspired the audience to be prepared for an exciting future filled with opportunities.

ServiceNow Learning: Enhancing Workflow Automation with Generative AI

At Knowledge 2023, ServiceNow introduced the power of ServiceNow Learning, a groundbreaking initiative that aims to enhance workflow automation through the integration of generative AI capabilities. With these new capabilities, organizations can expect faster and more intelligent automation, leading to increased productivity and streamlined processes.

ServiceNow’s Generative AI Controller and Now Assist for Search are two key solutions that bring the power of generative AI to the Now Platform. The Generative AI Controller allows seamless integration with Microsoft Azure OpenAI Service and OpenAI API large language models. It enables organizations to quickly integrate popular generative AI capabilities such as answering questions, summarizing content, and content generation into existing ServiceNow experiences.

Furthermore, Now Assist for Search provides natural language responses based on the customer’s own knowledge base. By pulling information from within the customer’s environment, Now Assist for Search delivers more accurate and relevant search results, ensuring a smoother user experience for internal agents and external customers.

Streamlining Processes through Advancements in ServiceNow Integration

ServiceNow expanded its strategic partnership with Microsoft, connecting the Now Platform to Azure OpenAI Service. This collaboration enables customers to leverage the power of generative AI in a secure and trusted manner.

The integration with Azure OpenAI Service empowers organizations to unlock the full potential of generative AI intelligence. It opens doors to a multitude of use cases, such as prioritizing incidents, generating chat responses for customer service agents, and providing actionable information through search or the Virtual Agent.

By breaking down the barriers between IT and business organizations, ServiceNow aims to debunk the myth of rivalry and foster a collaborative approach. The integration of IT strategy and business strategy is crucial for driving success and achieving company goals. ServiceNow highlights the importance of having “one agenda, one strategy” where IT and business work hand in hand to deliver value and innovation.

The Now Platform: An Overview of ServiceNow’s Intelligent Solution

The Now Platform, showcased at Knowledge 2023, stands as ServiceNow’s intelligent solution for end-to-end digital transformation. It provides a comprehensive set of tools and capabilities designed to optimize workflows, enhance productivity, and drive innovation.

With the Now Platform, organizations can harness the power of automation, AI, and machine learning to streamline their processes and achieve operational excellence. From incident management to service operations, the Now Platform offers a unified and intuitive interface that enables users to manage tasks efficiently and collaborate seamlessly across teams.

The platform’s low-code development tools allow individuals across the enterprise to apply generative AI to automation applications, regardless of their technical expertise. This democratization of AI enables organizations to optimize workflows and innovate at scale, unlocking new levels of productivity and agility.

ServiceNow’s continuous investment in AI research and development ensures that the Now Platform remains at the forefront of technological advancements. By integrating practical, purpose-built AI capabilities and promoting responsible AI practices, ServiceNow empowers its customers to disrupt their respective industries and drive business transformation.

Empowering Automation with ServiceNow App Engine

The App Engine offers a comprehensive development environment that allows organizations to build and deploy custom applications on the Now Platform.

It provides a low-code platform that enables both technical and non-technical users to design and implement automation workflows effortlessly. By harnessing the capabilities of the ServiceNow App Engine, organizations can streamline their operations, improve efficiency, and accelerate the delivery of innovative services. It offers a flexible and scalable framework that supports rapid application development.

Harnessing the Potential of Generative AI in Workflow Automation

Generative AI holds the key to revolutionizing business models and workflows across every industry. ServiceNow’s Generative AI Controller and Now Assist for Search enable organizations to leverage the power of generative AI to drive transformative outcomes.

The Generative AI Controller allows organizations to seamlessly connect ServiceNow instances to Microsoft Azure OpenAI Service and OpenAI API large language models. This integration empowers companies to integrate popular generative AI capabilities, such as answering questions and content generation, into their existing ServiceNow experiences.

Now Assist for Search takes search functionality to the next level by providing natural language responses based on the customer’s own knowledge base. By leveraging generative AI, Now Assist for Search delivers more accurate and relevant search results, empowering users to find actionable information quickly and efficiently.

ServiceNow’s investment in generative AI paves the way for powerful levels of human productivity on the Now Platform. From call center agents accessing critical information to engineers speeding up development through text-to-code and text-to-workflow capabilities, generative AI enables organizations to achieve greater competitive advantage and drive innovation.

Faster and More Intelligent Workflow Automation: A Game-Changer

One of the key takeaways from ServiceNow Knowledge 23 was the realization that faster and more intelligent workflow automation is a game-changer for organizations across industries. The event showcased how advancements in technology, such as ServiceNow’s offerings, can revolutionize the way businesses operate and drive significant improvements in efficiency.