With this latest release of ServiceNow Xanadu, ServiceNow has optimized its platform to be more scalable and AI-ready. The latest capabilities will help employees, customers, and ServiceNow developers to put actionable AI to work. The newest Xanadu update brings a variety of AI advancements that aim to enhance customer responsiveness, increase operational efficiency, and improve employee engagement.
According to reports from Gartner, around $3 trillion will be spent on AI between 2023 and 20271. By 2027, AI spending will be 16 percent of total IT spending and Gen AI will hold 36 percent of the AI spending by an organization.
The Xanadu release marks a vital step forward for the GenAI roadmap, which will empower organization to quickly harness the power of GenAI and drive unprecedented business outcome without any issues.
1. Custom AI Solutions with Now Assist for Industry-Specific Needs
Organizations across different industries are demanding solution to meet the distinct digital transformation needs of their specific business needs. ServiceNow is meeting the demand for purpose-built solutions with its single platform and industry specific data models with a vision to transform customer service and employee experience for the organizations. ServiceNow is partnering with customers from across the industries to build solutions that can quickly help to solve specific challenges, and these are all enabled by the AI-powered Now platform.
ServiceNow's release of Xanadu on the Now platform includes a new AI-powered solution tailored for specific industries. ServiceNow is expanding the usability of Now Assist into industry solutions for telecom, media and technology, financial services, the public sector, and more, allowing organizations to realize the value of GenAI in their workflows faster.
With the Xanadu release, Now Assist for Telecom, Media, and Technology introduces new capabilities that help agents understand service issues and resolve them faster using GenAI, enhancing the overall customer experience.
ServiceNow launched a new Retail Operation and Retail Service Management solutions to provide a unified retailer experience to its store associate, store leadership team, customers, employees, and field technicians.
Now Assist for Financial Services Operations empowers banks and insurers with advanced GenAI tools that enhance agent efficiency and improve overall customer interactions. The Xanadu release includes dispute summarization, integrated with ServiceNow Dispute management, and this functionality provides agents with concise summaries for complex card dispute cases so that they can quickly act and resolve disputes. This helps in speeding up the card service resumption and boosts customer loyalty.
Now Assist for Public Sector Digital Services equips government employees with AI-generated case summaries, allowing them to access relevant case histories and make informed decisions on case handling. This ensures that related enterprises and businesses receive the necessary support and assistance in a timely manner.
2. Building Custom AI Skills with Now Assist Skill Kit
Now Assist skills are generative AI tools built into products to boost user productivity as well as improve deflection and customer service. Here, admins can activate various skills from the base system like summarization and code generation among others for their users. It brings together tools and framework, so that ServiceNow developers can create custom skills for platform wide deployment, enabling better employee and customer experience along with more agent and developer productivity.
These custom GenAI skills can easily be used for organizations and ServiceNow Partners for their specific business needs. Organization can also customize these out-of-the box frameworks with Now Assist as per their use case. Now Assist skill kit enable developers to have an easier way to build, test and deploy new GenAI skills and their prompts from an array of AI use cases.
For Example, A ServiceNow developer can use the Now Assist skill kit to build a custom skill to summarize child incidents for agents, which is not covered by existing out-of-the-box skills. Reviewing individual child incidents provides an understanding of the overall picture, but it is time-consuming. With the Now Assist skill kit, the developer can build a new skill and can add underlying prompts which is more specific to the summarization use case. This custom skill assists the organization in organizing and understanding several incidents tied to the same parent incident.
Lastly, the Now Assist Skill kit makes a seamless connection between data and knowledge within the ServiceNow GRC platform, providing an enhanced context and accuracy.
3. ServiceNow Seamless Integration with Microsoft Copilot and Slack
With Xanadu’s release, ServiceNow is officially bringing the intelligence of ServiceNow’s AI powered workflows with Copilot for Microsoft 365. This is intended to enhance the employee productivity and achieve connected experience throughout the platform. The ServiceNow Xanadu release now offers the Copilot for Microsoft 365, which merges the functionality of Now Assist and Microsoft 365 Copilot into one cohesive platform. This integration is designed to enhance employee workflows by providing seamless access to both tools in a unified experience.
There are several use cases that can be brought to the picture with this integration. Copilot can now transfer self-service employee tasks or requests such as asking about the specific company policies or even ordering a new laptop to Now Assist in Microsoft teams. Whether it is requesting or resolving customer support issues or even getting connected to a live agent for support on a complex problem, Now Assist can provide employees with real time responses as well as recommended action in a conversational manner.
Slack is also a collaboration application for employees, and just like Microsoft Teams, users can request catalog items directly in Slack. Employees can search for knowledge articles or interact with virtual or live agents in the Slack application.
4. Automated Summarization for Efficient Case Management with ServiceNow AI
Now Assist capability brings the possibility of case summarization in the CSM workspace for an agent. This capability helps improve the agent's productivity by summarizing the case activities. This provides agents with a concise summary of casework notes and history along with a snapshot of action taken by customer prior to engaging with the live agent.
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Case summarization capability automatically populates the work notes when the case is closed. Altogether this helps in achieving a higher level of services with faster context gathering on issues and action taken by the agent to resolve the case.
Conclusion
With intelligent automation workflows, proactive features and seamless integration, the ServiceNow Xanadu release provides organizations with more efficient, personalized, and responsive services. And when organization adopt this innovation, ServiceNow developers can streamline their processes and make better informed decision with an enhanced user experience.
And here, inMorphis- a ServiceNow invested company, can help in upgrading and adoption of these new innovations, establishing step by step achievements while keeping an eye on organization’s future needs.
You can find more information on ServiceNow.
