Introduction
Artificial Intelligence (AI)
As a general concept, artificial intelligence or AI could be thought of as any system, machine or device that allows a process that requires us to see, read, digest a lot of information and make decisions to be made faster and more efficient.
Artificial intelligence is a discipline currently used across all information technologies to describe any attempt to replicate human or near-human intelligence in machines. Artificial intelligence encompasses both machine learning and deep learning.
Machine learning
Machine learning applies advanced artificial intelligence solutions and uses data and algorithms to create data models. A model is a mathematical expression that approximates the relationship between variables that appear in the data and allows one to predict from another.
Deep learning
Deep learning is a younger field of artificial intelligence that relies on neural networks. It is a subset of machine learning that uses and structures parameters into connected layers to create artificial approximations of human neural networks.
Now, ¿What is generative artificial intelligence?
Generative AI is designed to be more like humans than ever before. It can create realistic content by learning from existing data. It can provide realistic and creative text, images, and other media to transform industries such as entertainment, marketing, healthcare, finance, and more.
What can generative AI really do?
Generate Language: Create new content in text form, such as notes, code development, essay generation, and generative AI courses.
Generate images: Create new content in the form of visual elements such as images, videos, 3D models and graphics.
Generate audio: Create new content in the form of audio, such as music and voice.
What does ServiceNow offer in generative AI?
ServiceNow offers Now Assist , its generative AI solution with an innovative set of features fully integrated into the platform across all workflow offerings.
The features are designed to enable automation and improve productivity by simplifying repetitive tasks, increasing agility and transforming the user experience.
Capabilities include summarization, content generation, Now Assist panel, generative search, code generation, and the generative AI controller.
Use cases with generative AI capabilities available in ServiceNow
Case or Incident Summary:
You can quickly learn the details of a case or incident from a case or incident summary generated by Now Assist.
Chat summary:
You can quickly learn the details of a chat from a chat summary generated by Now Assist.
Code generation:
Code generation is designed to enable developers to quickly write scripts with AI-generated code based on text or code prompts and can improve time to value for applications.
Knowledge Base Generation:
With Now Assist, you can quickly draft knowledge articles based on cases or incidents. AI-powered article content generation enables agents to efficiently write as they address common user concerns.
Playbook Generation:
Assist for Creator now includes the playbook generation skill. Playbook generation provides generative AI capabilities to playbook authors, who can provide text instructions to create a playbook outline with placeholder activities.
Generation of resolution notes:
You can quickly learn the details of how an interaction was resolved by generating and reading Now Assist resolution notes.
Work Order Task Closure Summary:
Field service agents can create detailed notes and close work order tasks faster with the help of Now Assist.
Now Assist in AI Search:
Combines the power of search with generative AI model to deliver actionable AI-generated or curated answers to user searches.
Flow generation:
Create multi-step flow diagrams with generative AI. Flow diagrams require configuration to add input values and data references.
Now Assist in Virtual Agent:
Utilize generative AI capabilities in your conversational experiences. Now Assist in Virtual Agent uses large language models (LLM) to create a conversational natural language experience (NLU) that can improve the success of your self-service workflows.
What is the future roadmap for generative AI (Gen AI) within ServiceNow?
Going forward, Gen AI will continue to bring solutions to new use cases within the ServiceNow platform. Adopting existing AI capabilities, while exploring the potential of Gen AI, will enable organizations to optimize workflows and discover new areas for improvement.
ServiceNow Gen AI presents an exciting chapter in the platform’s evolution. It is a testament to continued innovation and empowering users with intelligent solutions. With a strategic approach and a clear understanding of AI capabilities, ServiceNow users can leverage the potential of Gen AI to transform their business operations and make work flow.
If you are interested in learning about ServiceNow's Generative AI Controller, we invite you to read the following article .
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