Highlights:

  • ServiceNow has expanded its partnership with Microsoft Corporation to create a new tool, the Generative AI Controller.
  • Cloud Observability and ServiceNow’s new generative AI feature debuted alongside several tools designed to expedite routine business tasks. Each tool prioritizes a distinct set of use cases.

ServiceNow Inc. unveiled a suite of new artificial intelligence tools designed to assist businesses in automating repetitive business assignments, resolving technical issues, and training employees.

The new features debuted at the company’s Knowledge 2023 event in Las Vegas. They are deploying ServiceNow’s namesake cloud platform, which helps enterprises manage the service-delivery aspects of their operations. The platform simplifies tasks like handling requests for technical support and onboarding new employees.

Focusing on Generative AI

ServiceNow has expanded its partnership with Microsoft Corporation to create a new tool, the Generative AI Controller. It enables firms to integrate their ServiceNow deployments with OpenAI LP’s large language models. Additionally, the tool can connect to the Azure OpenAI Service, which provides access to OpenAI models via Microsoft’s public cloud.

ServiceNow envisions clients deploying Generative AI Controllers to various use cases. According to the company, the application can be used to respond to support requests and summarize business documents. It will provide “pre-built actions” based on generative AI software to facilitate client deployment of the technology.

As part of its endeavor to facilitate customers’ adoption of artificial intelligence, the company is releasing the Now Assist for Search feature. Utilizing the Generative AI Controller enables users to rapidly retrieve data from an organization’s internal systems using natural language queries. This feature can retrieve information for both employees and consumers of a company.

CJ Desai, Chief Operating Officer, said, “By augmenting the Now Platform with powerful new generative AI features and including access to Azure OpenAI Service, we are giving customers a built‑in action layer of intelligence.”

Built-in Observability

In 2021, ServiceNow paid an undisclosed amount to acquire Lightstep, a venture-backed observability startup. ServiceNow Cloud Observability is a novel tool that provides access to the technology developed by the startup. It can assist companies in identifying and troubleshooting application errors, such as an abrupt increase in latency.

Cloud Observability incorporates technology from Lightstep and Era Software, a startup that was acquired by the company the previous year. Era Software’s technology is used to analyze system records for diagnostic purposes. In addition to logs, Cloud Observability ingests metrics and traces, which are the other two categories of technical data that businesses collect to aid in troubleshooting.

Ben Sigelman, General Manager of Cloud Observability, said, “With a unified, scalable cloud‑native observability solution connected to the Now Platform, we are helping digital businesses seamlessly integrate observability into their most essential operations.”

Automating Business Tasks

Cloud Observability and ServiceNow’s new generative AI feature debuted alongside a number of tools designed to expedite routine business tasks. Each tool prioritizes a distinct set of use cases.

The first new service is known as Accounts Payable Operations or APO. It uses AI to reduce the amount of manual labor required to pay a company’s suppliers. According to ServiceNow, APO can automate duties such as determining whether a supplier has delivered the products or services for which it is seeking to bill an entity.

Clean Core ERP with App Engine is an additional new product that aims to assist businesses in optimizing their back-office software.

ERP, or enterprise resource planning, platforms are used by businesses to conduct essential duties like accounting and purchasing. Such platforms are architecturally complex due to their extensive feature sets. This complexity makes it challenging to maintain the software.

Clean Core ERP with App Engine is an additional new product that aims to assist businesses in optimizing their back-office software.

ERP, or enterprise resource planning, platforms are used by businesses to conduct essential duties like accounting and purchasing. Such platforms are architecturally complex due to their extensive feature sets. This complexity makes it difficult to maintain the software.