At ServiceNow, we’re at the forefront of integrating generative AI (GenAI) into the heart of enterprise solutions. In my time with the company (and back when I was with Apple, Microsoft, and Salesforce), I’ve seen up close what innovation can do when it solves practical, real-world challenges. That’s precisely our focus.
By imbuing cutting-edge GenAI models across the robust Now Platform, we’re enabling supercharged experiences that help people and organizations work smarter and more productively while creating unprecedented value.
If that sounds lofty, it’s because the potential is truly immense. Whether autogenerating knowledge base articles, fulfilling service requests through tailored conversational experiences, or equipping developers of all skill levels to rapidly create powerful business applications, GenAI comes to life when combined with our platform’s proven system of action.
As we enter a new era in which technology can amplify human potential like never before, ServiceNow is leading the charge to put AI to work for people.
ServiceNow has one of the most ambitious GenAI roadmaps in the industry. In the last seven years, we’ve intentionally executed more than 10 strategic AI acquisitions to gain world-class AI technology and talent. Thanks to these investments, we’ve been able to make enterprise GenAI capabilities generally available.
These acquisitions, all replatformed on the Now Platform, equipped us with critical, complementary AI capabilities that positioned us and our customers well for the recent AI surge. From machine learning to natural language understanding (NLU) to AI-based search, the next logical step was adding GenAI. And when the technology was ready, so were we.
What’s our recipe? One key ingredient is the data intrinsic to the workflows. The Now Platform gives us deep insights and a remarkable ability to tailor AI outputs for the specific needs of our customers in various domains and industries.
Next, our domain-specific large language models (LLMs) are fine-tuned to grasp and navigate the complexities of the enterprise environment. Powered by cutting-edge NVIDIA graphics processing units and tooling, these models enable us to offer organizations highly intuitive and intelligent applications that both comprehend intricate requests and generate pertinent, context-aware responses.
Another important benefit of our approach is data security. With our Now LLM models deployed at the core of the Now Platform, customers can rest assured their data doesn’t leave our platform.
Our recipe wouldn’t be complete without the special sauce. For us, it’s simple: We believe AI is only as powerful as the platform it’s built on. Business users need AI to power actions across the enterprise. Our workflows are designed to do just that.
Built on a humble start in IT, ServiceNow today spans multiple enterprise domains and industries, connecting the enterprise end to end as a system of action. Add AI—specifically GenAI—and magic happens. Suddenly, employees and customers are empowered with the tools they need to get their work done seamlessly, efficiently, and happily.
This potent combination of unique data, specialized LLMs, and our intelligent platform positions ServiceNow to be first in the market with robust enterprise GenAI applications, setting new benchmarks for what businesses can achieve with AI.
ServiceNow AI isn’t designed to chase industry hype. It’s crafted with the intention of addressing real-world challenges, delivering tangible benefits, and placing users at the center of our design.
Our commitment begins with self-service—where innovation meets the simplicity of everyday tasks. With the release of Now Assist, ServiceNow's GenAI assistant, we're reshaping the self-service experience for both customers and employees.
Integrated with the Now Platform, Now Assist delivers a seamless, intuitive interface that enables users to find solutions with unprecedented ease, at any time of day. Imagine a future where you don’t have to spend hours trying to fix a customer service issue because Now Assist helps you find answers on your own. That means everyone wins.
Now Assist is already empowering users to:
Now Assist enables great experiences that help people solve critical problems in the enterprise. For example, it helps eliminate busywork, allowing agents to focus their time solely on tasks that require their expertise.
Agents currently spend valuable time on tedious tasks, such as getting up to speed on a case and concluding it with resolution notes. Now Assist presents a useful, summarized case history and autogenerates resolution notes, saving agents time and effort—and allowing them to boost organizational knowledge while quickly getting to the next end user seeking assistance.
Innovation doesn’t stop there. For developers, Now Assist is more than AI; it's a companion that simplifies coding and the construction of other platform components, such as flows. By speeding automation, an organization can finally reduce its growing IT backlog and drive more innovation, even with a small number of developers.
People-first AI requires a people-first approach. ServiceNow Chairman and CEO Bill McDermott often says, “Trust is the ultimate human currency.” As AI redefines how we interact with technology, developing trustworthy, responsible AI for every customer and ServiceNow user is central to our innovation strategy.
We champion human-centered guidelines that ensure users understand when and how to use AI within our offerings while maintaining control. We involve a varied team and use diverse data sets to mitigate bias and promote equity. We communicate openly with customers about AI usage and provide transparent, comprehendible documentation.
Lastly, we ensure accountability through rigorous oversight and governance structures, including external expert consultations and internal committees, to oversee AI integration.
Many teams at ServiceNow—including the ServiceNow Research team, which includes world-renowned AI researchers—are stacked with AI expertise. Their acumen helps ensure ServiceNow stays on the vanguard of building innovative enterprise GenAI applications.
Our deep research foundation allows us to move quickly. For example, we had already demonstrated ServiceNow-built GenAI-based conversational capabilities in our research lab in 2022. When ChatGPT launched at the end of that year, we were ready to craft our own Now LLM-infused product roadmap to help our customers improve productivity using GenAI.
Fast forward to today, and we’re still developing cutting-edge LLMs, such as StarCoder2, in responsible, transparent ways. Our focus areas of innovation are chosen by platform, product, and research teams curating the best capabilities that drive value for our customers.
Our research projects are currently focused on multilingual and multimodal models—AI that can understand various languages and inputs, such as videos, images, and time series.
They also include web agents, which can act on a user’s behalf within a web application. Instead of the user needing to click fields and buttons, the web agent listens to the user’s intent, expressed in natural language, and understands the right sequence of actions (clicks, typing, etc.) to accomplish the desired goal.
This requires AI to understand both natural language and how web applications work in order to translate user intentions into actions.
We’re excited to continue advancing the Now Platform to meet the needs of enterprise customers, both today and in the future.
Find out more about how ServiceNow helps put GenAI to work for people.