ServiceNow has announced new generative AI (GenAI) and governance innovations for its Now Platform.
The company is enhancing its portfolio with over 150 GenAI innovations, including expanded capabilities for Now Assist, which now features multilingual support. These features are designed to facilitate communication across languages, crucial for multinational companies operating globally.
This development addresses the language barrier challenges faced by businesses headquartered in regions like Australia with a global client base. "Whether an organisation is based in Melbourne but serves clients in Japan, Germany, Italy or Spain, language barriers can limit growth and hinder customer satisfaction. Now Assist's new multilingual features answer this challenge directly, enabling organisations to generate, summarise, and respond to prompts in each user's native language," states the press release.
Other new capabilities introduced with Now Assist include an AI Governance offering. This is aimed at providing businesses with the necessary visibility and controls to maintain secure and compliant AI practices. The release also mentions purpose-built solutions targeting enterprise needs in areas such as legal affairs and health and safety.
Jon Sigler, Senior Vice President of Platform and AI at ServiceNow, commented on the expansion: "Enterprises across every industry are embracing a future of greater autonomy and productivity, all in service to their employees, customers, and overall business impact. The ServiceNow platform was built to empower this transformation, offering smarter, faster ways of working through AI-enabled automation. With governance at the core, these new innovations bring more personalized, collaborative, trusted experiences to life across the enterprise."
To tackle the challenges of siloed tools in AI operations, ServiceNow has introduced a unified AI inventory data model to better integrate AI strategy with technology, security, and compliance. "With a unified AI inventory data model for connecting AI strategy, technology, security, and compliance to operate as an AI control tower, and expanded oversight for AI Governance for Now Assist, ServiceNow is laying a foundation to help customers build trust while accelerating business transformation," continues the release.
Additionally, enhancements have been made to specific enterprise functions via Now Assist. For instance, Now Assist for Configuration Management Database (CMDB) simplifies data management, and Now Assist for Legal Service Delivery and Contract Management provide efficiencies in legal processes and contract handling. "Now Assist for Legal Service Delivery helps legal teams deliver faster service to clients with auto-generated summaries of legal requests and matters," details the release.
The new GenAI accelerators under ServiceNow Impact are designed to facilitate and quicken the adoption of Now Assist solutions. According to Ritu Jyoti, General Manager and Group Vice President for AI and Data Market Research at IDC, "Worldwide spending on AI is projected to grow 3 times greater than the five-year CAGR for worldwide IT spending over the same period (2023–2028), driven by the rapid infusion of AI and GenAI for employee experience, customer engagement, business processes, and industry innovation."
Real-world application is highlighted by Hank Prybylski, Global Vice Chair of Transformation at EY, who said, "GenAI is having a huge impact on our organization, both in the way EY teams deliver EY services and support EY people, but also in creating opportunities to go to market with ServiceNow to help EY clients transform their businesses."
Concurrently, ServiceNow introduced Workflow Data Fabric to enhance its AI solutions further by improving how data is connected and understood across enterprises. This move supports ServiceNow's broader vision of autonomous AI agents collaborating with people to drive business transformation.
AI Governance for Now Assist is currently available to selected clients, with general availability expected in the first quarter of 2025. All other GenAI innovations are now accessible for customers through the ServiceNow Store.
