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Bring Your Own GenAI Model 

The advent of a new bring your own (BYO) GenAI model, which offers clients previously unheard-of freedom and choice in their AI-driven transformation endeavours, is a highlight of the announcement.

ServiceNow created waves at Knowledge 2024, its annual customer and partner event, by revealing a new suite of generative AI (GenAI) technologies intended to transform workplace productivity and creativity. This most recent development demonstrates ServiceNow’s dedication to providing innovative business transformation solutions on its AI platform.

Introducing Bring Your Own GenAI Model

The advent of a new bring your own (BYO) GenAI model, which offers clients previously unheard-of freedom and choice in their AI-driven transformation endeavours, is a highlight of the announcement. This action demonstrates ServiceNow’s commitment to supporting businesses as they follow their own individual routes towards digital transformation.

Jon Sigler, Senior Vice President of Platform and AI at ServiceNow, emphasized the significance of this milestone, stating, “GenAI is a once-in-a-generation opportunity for the enterprise. However, AI is only as powerful as the platform it’s built on. ServiceNow delivers a single, AI platform for business transformation that’s made for this moment.”

Expanding Now Assist Portfolio

ServiceNow is expanding its Now Assist portfolio with the introduction of Now Assist for Strategic Portfolio Management (SPM), bridging the gap between strategic planning and customer feedback to drive tangible business impact. These new capabilities enable employees to make informed decisions faster, leading to higher customer satisfaction and business growth.

Empowering Developers with GenAI Features

Developers will benefit from new GenAI features such as playbook generation and app generation, streamlining the development of low-code apps and digital workflows at scale. These enhancements accelerate the creation of intelligent solutions, enabling organizations to adapt and innovate rapidly in today’s dynamic business landscape.

Enhancing Agent Productivity and Knowledge Sharing

ServiceNow is also bolstering agent productivity with features like knowledge article generation and feedback summarization. These capabilities enable faster knowledge sharing and content summarization, empowering agents to focus on delivering exceptional customer experiences and driving meaningful business outcomes.

Driving Transformation in Government Sector

ServiceNow is extending its GenAI capabilities to the Government Community Cloud (GCC), enabling public sector employees to leverage AI to improve customer experiences and address public needs more efficiently. This move underscores ServiceNow’s commitment to driving transformation across all sectors while maintaining the highest standards of security and compliance.

Customer Testimonial: Equinix

Milind Wagle, Chief Information Officer at Equinix, expressed the transformative potential of ServiceNow’s GenAI capabilities, stating, “Generative AI is catalyzing another wave of digital transformation to transform employee experiences & user productivity. With Now Assist, we can prescribe intelligent actions to HR practitioners, scale our business processes, drive self-service employee engagement, while increasing agent productivity by 30%.”

Availability and Additional Information

The new Generative AI capabilities announced by ServiceNow are set to be available on May 9, with GCC expected to launch in the second half of 2024 pending FedRamp approval. For further insights into ServiceNow’s Responsible AI guidelines, a practical handbook for human-centered AI, visit their website.

About ServiceNow

ServiceNow is at the forefront of leveraging AI to empower organizations across all industries. Their AI platform for business transformation connects people, processes, data, and devices to maximize productivity and drive tangible business outcomes, all while upholding a trustworthy, human-centered approach to innovation.

Picture of Anshika Mathews
Anshika Mathews
Anshika is an Associate Research Analyst working for the AIM Leaders Council. She holds a keen interest in technology and related policy-making and its impact on society. She can be reached at
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