Dive Brief:

• ServiceNow launched four Now Assist solutions aimed at different enterprise functions, including IT service management, customer service management, HR service delivery and a low-code tool for building workflows, the company announced in September.  
• The IT service management focused solution provides AI-driven search capabilities, and can automatically summarize cases, incident details and agent chat history. IT workers can use the tool to create contextual summaries and resolution notes.
• All of ServiceNow’s Now Assist solutions integrate with OpenAI and Azure OpenAI, which means data and queries made with the app may be sent to either provider, according to ServiceNow’s generative AI FAQ post. The tools and packs will be available in the ServiceNow store on Sept. 29.  

Dive Insight:

ServiceNow first unveiled its Now Assist tool in June. The generative AI tool, called Now Assist for Virtual Agent, delivers responses to questions and connects to digital workflows. The company’s Now Assist expansion makes generative AI available to customers throughout all workflows in its Now Platform. 

Increased interest and use of generative AI has led the largest technology providers to pivot accordingly by investing heavily in infrastructure, chips and capabilities.

The cost of readying systems presents a barrier for most enterprises, especially when it comes to generative AI and large language model development. More commonly, businesses leverage tools from existing vendors to bypass the initial hefty investment tied to building out the tech. 

Vendors taking on the initial costs and embedding AI across products need to see ROI. But the enterprises who leverage the tools don’t want to blow their budgets, either. 

ServiceNow CEO Bill McDermott said the company’s long-term trajectory is being supercharged by generative AI, it’s still focused on making inroads in the near term related to monetizing its generative AI upgrades.  

“This is the entire enchilada as it relates to transforming businesses,” McDermott said during the company’s Q2 2023 earnings call in July, according to a Seeking Alpha transcript. “Generative AI and these LLM models are now putting CEOs in a position where they have to come up with a new playbook.”

ServiceNow’s monetization playbook focuses on two levels: Pro and Plus. Under the company’s pricing structure, users can execute a certain amount of generative AI tasks, called assists. An example of an assist is using the tool for an incident or case summarization.

Should an organization need to use the tool more than what’s allowed, customers can purchase additional assist packs.