Highlights:
- ServiceNow provided specifics about its plans to include so-called agentic AI into its platform as a part of recent product release.
- In the future, ServiceNow intends to expand the technology’s applications to include more domains including human resources and procurement.
ServiceNow Inc. unveiled a new suite of AI features to help businesses enhance their employee productivity.
Listed on the NYSE, businesses rely on ServiceNow’s well-known cloud platform, the Now Platform, to provide services. It can be used, for example, to help new hires with their onboarding process and to offer customer support to purchasers. In addition, the platform offers functionality for a wide range of additional jobs, from organizing corporate growth plans to resolving cybersecurity challenges.
ServiceNow provided specifics about its plans to include so-called agentic AI into its platform as a part of recent product release. Artificial intelligence models that are set up to complete complicated, multi-step tasks with little to no human supervision are referred to as agentic AI models.
ServiceNow’s initial two use cases for the technology are customer support and information technology service management, which includes the technical support a business offers to its staff. According to the software developer, its AI will be able to gather information about a technical issue and create a strategy for resolving it. It will also be able to execute that strategy, asking people for permission to take important actions as necessary.
In the future, ServiceNow intends to expand the technology’s applications to include more domains including human resources and procurement. Another chore that the business intends to simplify with agentic AI is software development.
“ServiceNow AI Agents will work autonomously in the background, handling tasks, managing processes, and collaborating with employees rather than just serving them,” said Jon Sigler, Senior Vice President of platform and AI at ServiceNow.
Alongside the release of Xanadu, a new version of the Now Platform, ServiceNow unveiled its roadmap for agentic AI. Several hundred improvements are included in this release, many of which leverage AI to increase worker productivity.
With the Now Assist Skill Kit, a new tool from ServiceNow, businesses may add unique AI features or abilities to their platform. The software developer claims that skills developed using the program can use the information stored in the Now Platform by a company to inform decision-making. Language models from ServiceNow or other sources can be used to power skills.
The solution is being released in conjunction with Now Assist for Security Operations, a prepackaged AI feature bundle. ServiceNow claims that to facilitate analysis, it may compile breach information for cybersecurity teams. To save admins time, the program automatically creates a report about the incident after a hacking attempt is neutralized.
Alongside the introduction of the new features, ServiceNow’s pre-existing AI capabilities—an integration with Microsoft Teams’ Copilot chatbot—became widely accessible. Through the Teams interface, data saved in the Now Platform can be accessed due to the integration. “Users get answers and take actions without swiveling between applications,” Sigler stated.
The Xanadu release includes several other improvements in addition to the new AI functionality.
A new database called RaptorDB Pro is being added to ServiceNow’s platform to store customer data. The database outperforms the one the corporation was using up until now, doing some computations up to 27 times faster. Customers may now finish analytics jobs more rapidly, like building dashboards powered by ServiceNow that display business metrics.
Additionally, the Xanadu release is expected to accelerate the process of adding custom code to ServiceNow deployments. A new integrated development environment (IDE) designed for creating apps on top of the company’s platform has been added.