Unleashing the Power of Generative AI: ServiceNow’s Internal Transformation

ServiceNow, a leader in enterprise software solutions, goes beyond selling its Now Platform to external clients – it wholeheartedly adopts it internally as well. As the pioneer customer, Avanish Bedi, the Chief Information Officer (CIO) of ServiceNow, has been quick to embrace the platform’s new generative AI capabilities, despite having only had a few weeks to explore the vast potential of this rapidly evolving technology.

Bedi and his team have already witnessed the transformative impact of using the generative AI capabilities of the Now Platform. They have successfully improved the user experience for both customers and employees, enhanced agent productivity across different departments such as HR, IT service desk, customer service, and sales, and accelerated the overall digital transformation of the organization. One particular area where generative AI has exhibited its prowess is in delivering self-service access to problem-solving tools, leveraging an understanding of human intent and quickly surfacing relevant information from a knowledge base article.

„Our goal is to empower our employees with instant access to the knowledge they need,“ affirms Bedi, emphasizing the remarkable advantage that generative AI possesses over previous automated tools developed for user support. By utilizing a large language model (LLM), ServiceNow has efficiently indexed all of their go-to-market content and product documentation, ensuring sales representatives possess infinite knowledge from the moment they join the company. Bedi expresses his delight at the rapid adoption rate of such cutting-edge tools, with users embracing these advancements week after week.

ServiceNow’s internal transformation serves as a testament to the potential of generative AI. By consolidating functionality onto a single platform and streamlining complex processes, organizations can unlock new levels of productivity, customer satisfaction, and innovation.

FAQ

What is generative AI?

Generative AI refers to a subset of artificial intelligence technology that is capable of generating new ideas, content, or solutions based on previous knowledge or patterns. It is designed to mimic human creativity and problem-solving abilities, enabling machines to generate unique and meaningful outputs.

How can generative AI improve user experience?

Generative AI offers the advantage of understanding human intent and quickly retrieving relevant information from vast knowledge bases. By delivering personalized and targeted solutions, generative AI can enhance the user experience by providing instant access to problem-solving tools and reducing the time and effort required to find relevant information.

What is the purpose of self-service access to problem-solving tools?

Self-service access to problem-solving tools allows users to solve their own issues or difficulties without requiring external assistance. By leveraging generative AI, organizations can provide their customers and employees with the necessary tools and resources to independently address their queries, resulting in improved efficiency, reduced dependency on support teams, and enhanced user satisfaction.

Sources:
– [ServiceNow](domain.com)