ServiceNow Now Assist has just been announced at Knowledge 2023 Keynote sessions. Here’s how you could drive savings to your business with this new capability. ServiceNow Now Assist with generative artificial intelligence (AI) is a new capability that uses AI to help users find information and complete tasks more quickly and easily. Now Assist uses a variety of AI techniques, including natural language processing, machine learning, and computer vision, to understand user intent and provide relevant information and suggestions. It could help customers in real-time with finding information, completing issue resolution and simultaneously at the backend automating necessary tasks.
Now Assist can be used to:
- Find information: Now Assist can be used to find information in ServiceNow’s knowledge base, as well as in other sources, such as the web. Now Assist can understand natural language queries and provide relevant results, even if the queries are incomplete or ambiguous
- Complete tasks: In addition to finding information, Now Assist can also work behind the scenes to complete tasks, such as creating tickets, updating records, and sending messages. Now Assist can understand the steps involved in a task and provide guidance and suggestions, even if the user is not familiar with the task. In case an agent has to take over, Now Assist would summarise the issue and the Agent does not need to spend a long time going through the conversation and understanding the issue.
- Provide insights: Now Assist can also be used to provide insights into data. For example, to identify trends, patterns, and anomalies in data. This information can be used to improve decision-making and make informed business decisions in line with Customers needs and trends
Some of the benefits of using ServiceNow Now Assist with generative AI:
- Increased productivity: Now Assist can help users to find information and complete tasks more quickly and easily. This can lead to increased productivity and efficiency.
- Improved decision-making: Now Assist can provide insights into data that can be used to improve decision-making. This can lead to better business decisions and outcomes.
- Reduced costs: Now Assist can help to reduce costs by automating tasks and providing insights into data. This can lead to lower labour costs and improved efficiency.
- Improved customer service: Now Assist can help to improve customer service by providing customers with faster and more accurate information and support. This can lead to increased customer satisfaction and loyalty.