ServiceNow has introduced new Generative AI capabilities on its Now Platform, aimed at enhancing workflow automation and productivity. This includes the ServiceNow Generative AI Controller and Now Assist for Search, which leverage Microsoft’s Azure OpenAI Service to provide intelligent automation solutions.
ServiceNow’s strategic focus on generative AI aims to transform business operations by integrating advanced AI functionalities into everyday workflows, thereby driving innovation and agility within enterprises.
ServiceNow offers the following licensing options to access Now Assist capabilities:
- ServiceNow Pro Plus or Enterprise Plus add-ons for customers with existing ITSM, CSM, or HRSD Pro or Enterprise licenses.
- ServiceNow Creator Plus license for developers to access Now Assist for Creator without needing a base license.
ServiceNow offers Professional Plus (Pro Plus) and Enterprise Plus licensing options for several of its modules. These options are available for customers who have existing subscriptions to specific ServiceNow products.
In addition to these core modules, the ServiceNow Pro Plus and Enterprise Plus add-ons are also available for industry-specific solutions, such as:
- Telecommunications
- Technology providers
- Financial services
- Public sector
- Healthcare
These ServiceNow licensing options are designed to enhance the capabilities of the existing modules by integrating generative AI features, such as Now Assist, which provides functionalities like incident summarization and automated responses.
Key Features of ServiceNow’s Generative AI
Generative AI in ServiceNow is redefining how organizations approach automation and decision-making. By leveraging advanced AI capabilities, it enables seamless integration of intelligent solutions into workflows, enhancing efficiency and innovation. Below are the key features that make ServiceNow’s Generative AI a transformative tool for businesses.
1. ServiceNow Generative AI Controller
This tool allows organizations to connect their ServiceNow instances to Azure OpenAI Service and OpenAI API. It supports various functions like content generation, summarization, and answering queries, enabling seamless integration into existing ServiceNow applications such as Virtual Agent.
2. Now Assist for Search
This feature provides natural language responses based on a customer’s knowledge base, improving the accuracy of search results and reducing errors.
3. Gen AI Licensing Options
This tool allows organizations to connect their ServiceNow instances to Azure OpenAI Service and OpenAI API. It supports various functions like content generation, summarization, and answering queries, enabling seamless integration into existing ServiceNow applications such as Virtual Agent.
4. Assist Packs
Each license is based on a seat model, where users can execute a set number of generative AI “assists”. If more capacity is needed, additional assist packs can be purchased.
5. Broad Application
The generative AI capabilities can be applied across various functions, including IT Service Management, HR Service Delivery, and Customer Service Management, enhancing productivity and efficiency across the organization
Details of Professional Plus and Enterprise Plus Add-ons
1. Eligibility
- Available to customers with existing subscriptions to IT Service Management (ITSM), Customer Service Management (CSM), or HR Service Delivery (HRSD) at the Pro or Enterprise level.
- Also accessible to customers with industry-specific solutions, including Telecommunications, Technology Providers, Financial Services, Public Sector, and Healthcare.
2. Features
- Now Assist: Both add-ons provide access to generative AI capabilities through Now Assist, which includes functionalities like incident summarization, automated responses, and intelligent code generation.
- Each user seat allows for a certain number of “assists,” which are the AI-generated outputs. More complex interactions consume more assists, while simpler tasks require fewer.
3. Pricing Structure
- The pricing for Pro Plus and Enterprise Plus add-ons is based on a per-seat model. The specific pricing details have not been publicly released but are estimated to have a premium of around 60% compared to standard offerings.
- Customers can purchase additional assist packs if the initial allotment of assists is insufficient.
4. Benefits
- Enhanced productivity and efficiency through automation of routine tasks and improved service delivery.
- The ability to leverage advanced AI capabilities without needing a separate base subscription for the Creator Plus license, which is available for developers to access Now Assist for Creator.
5. Strategic Focus
ServiceNow is emphasizing the adoption of these generative AI capabilities as part of its broader strategy to drive innovation and improve customer engagement. Early feedback from users indicates significant productivity gains and improved customer satisfaction.
These add-ons are part of ServiceNow’s commitment to integrating generative AI into its platform, enabling organizations to optimize their operations and enhance user experiences effectively
Features of ServiceNow Pro Plus Add-Ons
The Pro Plus add-ons for ServiceNow, including ServiceNow Now Assist for ITSM, CSM, HRSD, and Creator Plus, offer a range of advanced features designed to enhance productivity and streamline operations. Here’s a detailed list of their features:
Now Assist for ITSM
- Automated Knowledge Article Creation: Generates knowledge articles based on incident data, reducing manual effort and improving knowledge base quality
- Conversational AI for Incident Resolution: Allows users to resolve incidents through natural language interactions, enhancing user experience.
- Intelligent Incident Routing: Uses AI to route incidents to the appropriate teams based on context and urgency, improving first-time resolution rates
- Incident Summarization: Provides concise summaries of incidents to help agents quickly understand and address issues.
Now Assist for CSM
- AI-Powered Case Summarization: Automatically generates concise summaries of customer cases, allowing agents to quickly understand the issue and provide faster resolutions
- Intelligent Case Categorization: Utilizes machine learning to categorize cases accurately, improving workflow efficiency.
- Proactive Case Suggestions: Recommends relevant knowledge articles and case histories to agents, facilitating quicker resolutions.
- Customer Interaction Insights: Analyzes customer interactions to provide insights that enhance service delivery.
Now Assist for HRSD
- AI-driven employee onboarding: Streamlines the onboarding process with personalized checklists and training recommendations.
- Intelligent HR Case Management: Automatically routes HR cases to the appropriate specialists based on issue type.
- Employee Self-Service Chatbot: Offers a conversational interface for employees to get answers to HR-related queries and initiate processes.
- HR Process Automation: Automates repetitive HR tasks, freeing up HR professionals for more strategic activities.
ServiceNow Creator Plus
- Access to Now Assist APIs: Provides developers with APIs to integrate Now Assist features into custom applications and workflows, without requiring a base ServiceNow subscription.
- Generative AI development tools: Provides a suite of tools and APIs for building AI-powered applications on the ServiceNow platform, including pre-trained models and customization options.
- Flexible Licensing Options: Allows developers to access Now Assist features without requiring a base subscription, promoting innovation.
- Low-Code/No-Code App Development: Empowers users to create applications and workflows with minimal coding required.
These features collectively aim to enhance operational efficiency, improve user experiences, and drive innovation across various business functions by leveraging generative AI capabilities.
Conclusion
At Nous Infosystems, there is a steadfast commitment to guiding clients through the intricate process of selecting the right Gen AI licenses, including ServiceNow licensing. The focus is on ensuring that the chosen licenses are not only the best fit for organizational needs but also fully leveraged to unlock their complete potential. This involves providing expert insights, aligning licensing decisions with strategic objectives, and facilitating seamless implementation. By adopting this comprehensive approach, organizations can drive innovation, enhance operational efficiency, and achieve substantial business outcomes, positioning themselves for sustained growth and success.
