Boost platform value with ServiceNow Pro Plus and Generative AI

Today enterprises are constantly seeking innovative solutions to optimize their operations, enhance customer satisfaction, and drive sustainable growth. Amidst this quest for efficiency and agility, the integration of advanced technologies has become indispensable.

ServiceNow Professional Plus, coupled with Generative Artificial Intelligence (AI), presents a compelling proposition for businesses looking to elevate their platform value and unlock new levels of productivity and innovation.

Think about your company. You’re always looking for ways to make things run smoother, keep your customers happy, and grow your business sustainably. That’s where ServiceNow Professional Plus that includes Now Assist comes in. 

The Power of ServiceNow Professional / Enterprise Plus

ServiceNow is renowned for its comprehensive suite of cloud-based services, empowering organizations to streamline workflows, automate routine tasks, and deliver seamless experiences across departments. With ServiceNow Pro Plus, businesses gain access to an expanded array of features and functionalities, enabling them to harness the full potential of the platform.
Enhanced Capabilities:

• ITSM: Allows users to summarize incident history and Virtual Agent interactions, deliver complete answers instead of search results, and provide resolution notes to resolve issues and requests faster.
• ITOM: Streamlines Event Management and makes the events and logs more understandable for your agents. Having the events correlated and summarized, your operational team saves time while solving critical issues.
• CSM: Allows users to summarize cases and chats to allow agents to resolve customers’ issues and requests faster.
• HRSD: Enables HR teams to review instant summaries of case topics and previous history from live chat and Virtual Agent interactions in addition to previous resolutions and actions taken.
• FSM: Improves the work of your field service team through concise information flow. They receive everything they need in the work orders to proceed with fulfillment faster and more efficiently.
• CREATOR: Enables you developers and ServiceNow admins to create solutions faster. The Now Assist supports code generation and finding right information like flow definitions.

With Pro Plus, you can streamline these processes, automate repetitive tasks, and ensure smooth service delivery—all from a single platform.

Frequently Asked Questions about Gen AI and Now Assist

Will my data be used to train ServiceNow Large Language Model (LLM)?	Only if you agree on your data to be used for the LLM training. Otherwise, you can always opt-out – this means we will not use the data for training. ServiceNow has a rigid process on the data collection and handling.
Is the ServiceNow LLM available in the EU zone?	Yes, ServiceNow Now Assist and the Now LLM are also available in the EU data centers for EU customers.
Can the ServiceNow LLM also be hosted on-premises for Governmental clients?	Yes it is possible, but you need to ensure to provide the minimal requirements for the infrastructure (GPUs). Contact the ServiceNow Account Executive and the Solution Consultant for further details.
Can the 3rd party LLM services be integrated with ServiceNow Now Assist? What are the plans for leveraging https://aws.amazon.com/bedrock and similar?	It is possible to integrate selected LLMs. Further LLM will be covered by the BYOLLM (bring your own LLM) – coming soon.
Do I need to  train the Now LLM on my own or will the pre-trained models be used?	It depends on the Now Assist Skills. For some of them ServiceNow uses pre-trained models. For some skills the client can finetune.
Does the LLM understand user context (eg: user criteria for knowledge and catalog items?	Yes, the LLM includes the use context such as language, location etc.
Is it possible to test the Now Assist or Now LLM on a Personal Development Instance (PDI)?	No, the Now Assist is not available on PDIs.
Will my data be used to train ServiceNow Large Language Model (LLM)?	Only if you agree on your data to be used for the LLM training. Otherwise, you can always opt-out- this means we will not use the data for training. ServiceNow has a rigid process on the data collection and handling.
Is the ServiceNow LLM available in the EU zone?	Yes, ServiceNow Assist and the Now LLM are also available in the EU data centers for EU customers.
Can the ServiceNow LLM also be hosted on-premises for Governmental clients?	Yes, it is possible, but you need to ensure to provide the minimal requirements for the infrastructure (GPUs). Contact the ServiceNow Account Executive and the Solution Consultant for further details.
Is the chat summarization persistent – or is it only available to agents there and then and not recorded in case history.	In that case, the LLM is not persistent.
Will the ‘Create a knowledge article’ be available in the standard version of ServiceNow?	This and other AI use cases are only available with Now Assist only.
Are there any further AI use cases beside summarization etc.?	Yes, there are more Now Assist Skills on the roadmap. Stay tuned.

ServiceNow as a Reference

ServiceNow itself uses Gen AI and AI-driven automation to improve operations and customer engagement. The ServiceNow digital technology (DT) team has also benefited from applying these use cases internally through their Now on Now program.

Better Self-Service

AI-driven self-service is transforming efficiency for employees, customers, and service agents by speeding up resolution times and reducing the need for direct human involvement. This technology allows users to rapidly find solutions through AI-enabled searches, conversations, and other automated tools, enhancing self-service adoption rates.

This intuitive self-service avenue provides immediate answers, directions, or resolutions through technology, eliminating the need for human interaction.

The reduction in cases reaching help desks or customer service centers benefits all parties involved. Agents can focus on more complex inquiries, while employees and customers enjoy the freedom and immediacy of self-service. This autonomy allows them to seek answers whenever and wherever they need, at their own pace.

ServiceNow is now at a pivotal moment where the excitement around Generation AI converges with its practical applications, unlocking real value and achieving its potential.

The ServiceNow DT team has realized significant cost savings through case and incident avoidance, boasting an impressive annual savings of $5.5 million. The Now Assist tool for IT Service Management (ITSM) has achieved a deflection rate of 54% on the ‘Report an Issue’ form, and nearly 20% case avoidance through Now Support powered by Now Assist. 

These achievements underline how independent troubleshooting and problem resolution can lessen the reliance on support agents, cutting costs and enhancing customer satisfaction. In fact, 56% of customers have expressed positive feedback regarding the summarized results provided by Now Assist.

Higher Productivity for Agents

Generation AI is narrowing the gap between companies and their customers while enhancing the productivity of support agents. Much of the work in customer service involves repetitive tasks, like searching for information in a knowledge base to resolve issues. GenAI automates these mundane tasks, allowing agents to devote more time to complex cases that require human empathy and judgment, thereby increasing job satisfaction and improving overall service.

Another time-consuming task is reviewing case notes for new or transferred cases. With Now Assist for Customer Service Management (CSM) providing case summaries, 54% of these summaries have proven helpful to agents.

ServiceNow DT team has also seen a reduction in the time taken to close incidents by using Now Assist for ITSM to generate resolution notes, further boosting agent productivity and satisfaction while improving organizational performance.

Enhanced Developer Productivity

GenAI is revolutionizing the field of software development. It simplifies the creation of code and operational workflows, making the development process more efficient.

With GenAI, developers can complete tasks faster and achieve more in less time, which accelerates innovation and supports businesses in their digital transformation efforts. This optimization is a crucial competitive advantage in the digital race.

Additionally, automated development tools offer educational benefits, helping administrators enhance their skills through exposure to GenAI-generated solutions.

Within the ServiceNow development environment, known as Surf, where they manage most of their shared services, developers have shown a 52% acceptance rate for code generated by GenAI.

The narrative surrounding GenAI has shifted from potential to proven impact, with enterprises beginning to experience its transformative effects across all business operations. This marks just the beginning of its integration into the business landscape.

Gen AI Strong Momentum

ServiceNow’s Chief Financial Officer, Gina Mastantuono, highlighted several key points during the Q4 FY23 earnings call regarding the company’s strategic focus on their GenAI offerings and the Pro Plus add-on. She emphasized the significant impact of GenAI products, stating, “Gen AI products drove the largest net new ACV (Annual Contract Value) contribution for our first full quarter of any of our new product family releases ever, surpassing even our original Pro SKU.”

Mastantuono also noted the positive momentum entering 2024, attributing it to the early successes of GenAI products. She said, “We are raising our 2024 outlook to reflect the strong momentum with which we exited 2023. This is partly due to the early success we’ve seen with our GenAI products, which are accelerating the build of our already robust pipeline with customers eager to be pioneers in the next wave of business transformation.”

Further expressing confidence in the company’s future, she added, “We remain as confident as ever in our projection of exceeding $15 billion in revenue by 2026. GenAI and the innovation across our entire product portfolio are key drivers of this anticipated growth.”

Conclusion

In conclusion, bringing together ServiceNow Pro Plus and Generative AI isn’t just a tech trend- it’s a must-do for businesses that want to stay ahead of the curve. By using these tools together, you can boost your platform value, improve efficiency, and keep your customers coming back for more. So, if you’re serious about taking your business to the next level, it’s time to harness the power of ServiceNow Pro Plus and Generative AI. Trust us, you won’t regret it.

Kostya Bazanov, Managing Director, May 16, 2024

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