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ServiceNow to Unlock 24/7 Productivity at Massive Scale With AI Agents for IT, Customer Service, Procurement, HR, Software Development, and More

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ServiceNow (NYSE: NOW) announced plans to integrate Agentic AI into its platform, aiming to unlock 24/7 productivity across various business functions. The company's AI Agents will use advanced reasoning and cross-enterprise data to evolve from prompt-based activity to deep contextual comprehension.

Key points:

  • First use cases, Customer Service Management AI Agents and IT Service Management AI Agents, expected to launch in November 2024
  • New Now Assist Skill Kit enables custom GenAI skills development on the ServiceNow platform
  • AI Agents aim to reduce mean-time-to-resolution and enhance live agent productivity
  • ServiceNow envisions future collaboration between humans and AI teams for proactive task management

ServiceNow (NYSE: NOW) ha annunciato piani per integrare Agentic AI nella sua piattaforma, con l'obiettivo di sbloccare la produttività 24 ore su 24, 7 giorni su 7, in varie funzioni aziendali. Gli AI Agents dell'azienda utilizzeranno ragionamento avanzato e dati interaziendali per evolversi da attività basate su richieste a comprensione contestuale profonda.

Punti chiave:

  • I primi casi d'uso, AI Agents per la gestione del servizio clienti e AI Agents per la gestione dei servizi IT, sono previsti per il lancio a novembre 2024
  • Il nuovo Now Assist Skill Kit consente lo sviluppo di abilità GenAI personalizzate sulla piattaforma ServiceNow
  • Gli AI Agents mirano a ridurre il tempo medio di risoluzione e migliorare la produttività degli agenti in diretta
  • ServiceNow prevede una futura collaborazione tra esseri umani e team AI per una gestione proattiva dei compiti

ServiceNow (NYSE: NOW) anunció planes para integrar Agentic AI en su plataforma, con el objetivo de desbloquear productividad las 24 horas, los 7 días de la semana, en varias funciones empresariales. Los agentes de IA de la compañía utilizarán razonamiento avanzado y datos entre empresas para evolucionar de actividades basadas en solicitudes a comprensión contextual profunda.

Puntos clave:

  • Los primeros casos de uso, Agentes de IA para la gestión del servicio al cliente y Agentes de IA para la gestión de servicios de TI, se espera que se lancen en noviembre de 2024
  • El nuevo Now Assist Skill Kit permite el desarrollo de habilidades GenAI personalizadas en la plataforma ServiceNow
  • Los Agentes de IA tienen como objetivo reducir el tiempo medio de resolución y mejorar la productividad de los agentes en vivo
  • ServiceNow prevé una futura colaboración entre humanos y equipos de IA para la gestión proactiva de tareas

ServiceNow (NYSE: NOW)는 플랫폼에 Agentic AI를 통합할 계획을 발표했으며, 이는 다양한 비즈니스 기능에서 24/7 생산성을 창출하는 것을 목표로 하고 있습니다. 회사의 AI 에이전트는 고급 추론 및 기업 간 데이터를 활용하여 요청 기반 활동에서 심층적 맥락 이해로 발전할 것입니다.

주요 사항:

  • 첫 번째 사용 사례인 고객 서비스 관리 AI 에이전트IT 서비스 관리 AI 에이전트는 2024년 11월에 출시될 예정입니다
  • 새로운 Now Assist Skill Kit는 ServiceNow 플랫폼에서 맞춤형 GenAI 기술 개발을 가능하게 합니다
  • AI 에이전트는 평균 해결 시간을 줄이고 실시간 에이전트 생산성을 높이는 것을 목표로 합니다
  • ServiceNow는 인간과 AI 팀 간의 미래 협력을 통해 능동적인 작업 관리를 구상하고 있습니다

ServiceNow (NYSE: NOW) a annoncé des projets d'intégration de Agentic AI dans sa plateforme, dans le but de débloquer une productivité 24h/24 et 7j/7 dans diverses fonctions professionnelles. Les agents d'IA de la société utiliseront un raisonnement avancé et des données inter-entreprises pour évoluer d'activités basées sur des requêtes à une compréhension contextuelle profonde.

Points clés :

  • Les premiers cas d'utilisation, Agents IA pour la gestion du service client et Agents IA pour la gestion des services informatiques, devraient être lancés en novembre 2024
  • Le nouveau Now Assist Skill Kit permet le développement de compétences GenAI personnalisées sur la plateforme ServiceNow
  • Les agents d'IA visent à réduire le temps moyen de résolution et à améliorer la productivité des agents en direct
  • ServiceNow envisage une future collaboration entre les humains et les équipes d'IA pour une gestion proactive des tâches

ServiceNow (NYSE: NOW) hat Pläne angekündigt, Agentic AI in seine Plattform zu integrieren, um rund um die Uhr Produktivität in verschiedenen Geschäftsbereichen zu ermöglichen. Die KI-Agenten des Unternehmens werden fortschrittliches Denken und unternehmensübergreifende Daten nutzen, um sich von anfragebasierten Tätigkeiten zu tiefem kontextuellem Verständnis weiterzuentwickeln.

Schlüsselpunkte:

  • Die ersten Anwendungsfälle, Kundenservice-Management-KI-Agenten und IT-Service-Management-KI-Agenten, sollen im November 2024 eingeführt werden
  • Das neue Now Assist Skill Kit ermöglicht die Entwicklung individueller GenAI-Fähigkeiten auf der ServiceNow-Plattform
  • KI-Agenten zielen darauf ab, die durchschnittliche Zeit bis zur Lösung zu reduzieren und die Produktivität von Live-Agenten zu steigern
  • ServiceNow sieht eine zukünftige Zusammenarbeit zwischen Menschen und KI-Teams vor, um proaktive Aufgabenverwaltung zu fördern
Positive
  • Introduction of Agentic AI to enhance productivity across multiple business functions
  • Launch of Now Assist Skill Kit for custom GenAI skills development
  • Expected reduction in mean-time-to-resolution with AI Agents
  • Potential for AI agents to reinvent workflows across the enterprise
  • Integration of robust oversight and governance in AI systems
Negative
  • First use cases for AI Agents not available until November 2024
  • initial scope of AI Agents (only Customer Service and IT Service Management)

Insights

ServiceNow's introduction of AI Agents marks a significant leap in enterprise automation. By integrating Agentic AI into their platform, they're aiming to revolutionize workflow management across various sectors. This move could potentially reduce operational costs and increase efficiency for businesses adopting these solutions.

The key innovation here is the evolution from prompt-based AI to contextual comprehension. This advancement allows AI agents to handle complex tasks autonomously while maintaining human oversight. The introduction of the Now Assist Skill Kit further empowers businesses to create custom AI solutions, potentially leading to a new ecosystem of AI-driven enterprise tools.

However, the success of this initiative will largely depend on the real-world performance of these AI agents and the willingness of businesses to integrate them into their existing workflows. The projected 24/7 productivity could be a game-changer, but it also raises questions about job displacement and the need for new skills in the workforce.

ServiceNow's strategic move into Agentic AI could significantly impact its market position and financial performance. The company is positioning itself at the forefront of the AI revolution in enterprise software, which could drive substantial revenue growth in the coming years.

The introduction of AI Agents across multiple use cases (IT, customer service, HR, etc.) expands ServiceNow's addressable market. This could lead to increased customer acquisition and higher average revenue per user (ARPU) as clients adopt more AI-powered solutions.

However, investors should note that the full rollout of these AI capabilities is planned over an extended period (2024-2025). This gradual approach may result in a slower impact on financial results in the short term. Additionally, significant R&D investments may be required to maintain a competitive edge in the rapidly evolving AI landscape, potentially impacting profit margins in the near future.

ServiceNow's AI Agents initiative aligns with the growing trend of AI adoption in enterprise software. Gartner's prediction that one-third of GenAI service interactions will involve autonomous agents by 2028 underscores the potential market size for these solutions.

The company's focus on customization and flexibility, evidenced by the Now Assist Skill Kit, could be a key differentiator in a crowded market. This approach allows businesses to tailor AI solutions to their specific needs, potentially increasing adoption rates and customer satisfaction.

However, ServiceNow faces stiff competition from other tech giants investing heavily in AI. The success of this initiative will depend on factors such as ease of implementation, tangible productivity gains and the company's ability to address concerns around data privacy and job displacement. Market education and clear demonstration of ROI will be important for widespread adoption of these AI agents across various industries.

Visionary approach redefines how AI agents collaborate with employees and customers

Using advanced reasoning and grounded in cross-enterprise data through the Now Platform, ServiceNow AI Agents evolve from prompt-based activity to deep contextual comprehension, keeping people in the loop for robust oversight and governance

First use cases, Customer Service Management AI Agents and IT Service Management AI Agents, are expected to reduce mean-time-to-resolution and make live agents more productive

New Now Assist Skill Kit enables organizations to build, test, and deploy custom GenAI skills on the ServiceNow platform

SANTA CLARA, Calif.--(BUSINESS WIRE)-- ServiceNow (NYSE: NOW), the AI platform for business transformation, today announced its plans to integrate Agentic AI into the ServiceNow platform and unlock 24/7 productivity at massive scale across use cases including IT, customer service, procurement, HR, software development, and more. The forward-thinking approach puts AI to work for people by redefining how AI agents collaborate with employees and customers. Using advanced reasoning and grounded in cross-enterprise data through the Now Platform, ServiceNow AI Agents evolve from the more familiar prompt-based activity to deep contextual comprehension, keeping people in the loop for robust oversight and governance. Available this November, the first use cases for Customer Service Management (CSM) AI Agents and IT Service Management (ITSM) AI Agents are expected to reduce mean-time-to-resolution and make live agents more productive.

(Graphic: Business Wire)

(Graphic: Business Wire)

Gartner® predicts that “by 2028 one third of interactions with GenAI services will invoke action models and autonomous agents for task completion.”1 With unified, real-time access to enterprise-wide knowledge, tools, workflows, and data on the Now Platform—and the ability to comprehend and interpret context to offer personalized responses and execute action plans—ServiceNow AI Agents will ultimately have the potential to reinvent workflows across the enterprise, from small and specialized tasks like single issue resolution, to running an entire incident response workflow. Guardrails for robust oversight will be built in to help ensure organizations can add the levels of governance they need for their unique business processes.

"ServiceNow is leading the way with its AI platform for business transformation, accelerating employee productivity and enterprise value,” said Jon Sigler, senior vice president of Platform and AI at ServiceNow. “Today, we’re taking a massive leap forward in unveiling our Agentic AI strategy. ServiceNow AI Agents will work autonomously in the background, handling tasks, managing processes, and collaborating with employees rather than just serving them. Because these capabilities will be built into the ServiceNow platform, customers can easily apply AI agents and skills that align with their unique needs.”

ServiceNow also announced the new Now Assist Skill Kit to enhance existing Now Assist AI capabilities. Skill Kit enables organizations to build, test, and deploy custom GenAI skills that fit the needs of their business on the ServiceNow platform, at scale. The announcement complements hundreds of new capabilities unveiled today in ServiceNow’s largest AI release to-date, the Now Platform Xanadu release, which is designed to boost productivity and strengthen collaboration across the enterprise.

Developing custom Now Assist skills and underlying prompts to tailor use cases natively within the Now Platform

With Now Assist Skill Kit, generally available today, organizations can create custom GenAI skills for their specific business needs, as well as when they have a use case that isn’t yet available out-of-the-box with Now Assist AI. Skill Kit allows customers to build, test, and deploy new GenAI skills and their underlying prompts, select models, and assign these skills to applications. Skill Kit connects seamlessly to data and knowledge within the Now Platform for enhanced context and accuracy, and offers powerful options for customization, whether customers choose Now LLMs or want to incorporate third-party or custom LLMs.

Additionally, organizations can assign their custom GenAI skills to AI agents, providing more capacity to help with manual tasks. Custom-built AI agents will be able to learn alongside customers’ businesses, working together with employees to manage workflows end-to-end.

Scaling AI agents on the Now Platform

“Over the past few months, AI agents and agentic workflows' discussions have taken the technology world by storm. Instead of using AI to optimize an isolated business process, AI agents could orchestrate the end-to-end value chain," said Ritu Jyoti, general manager and group vice president, AI and Data Management Market Research and Advisory Services at IDC.

As more powerful models increase AI agents’ ability to reason and act, ServiceNow is putting AI to work to entirely reinvent customer experiences. While resolving issues requires a significant amount of employee attention today, AI agents will have the skills to identify and resolve problems independently, guided by human oversight and aligning with a company’s specific parameters in concert with robust governance and analytics within the Now Platform.

The first ServiceNow AI Agent use cases—Customer Service Management AI Agents and IT Service Management AI Agents—are primed to deliver a boost in live agent productivity with AI agents solving many types of employee and customer issues by comprehending context, intuitively creating a step-by-step process for resolution, and executing on the plan, with approvals where needed from live agents.

In the future, using ServiceNow's multimodal AI, AI agents will be able to pull context from inputs like voice, video, and images and provide personalized, relevant responses, ultimately driving around-the-clock productivity at scale with hundreds of use cases across IT, customer service, procurement, HR, software development, and more. Further differentiation includes the potential for agent-to-agent collaboration, in which ServiceNow AI Agents can work across workflows, collaborating on multi-departmental issues through the Now Platform’s single architecture.

Redefining collaboration between people and AI on the AI Platform for business transformation

ServiceNow envisions a future in GenAI where people act as skilled administrators of an entire team of ServiceNow AI Agents that proactively manage multiple concurrent tasks and end-to-end workflows, supported by an agent-AI interaction layer built into the Now Platform.

This approach, along with the hundreds of innovations introduced with the Xanadu release, signify ServiceNow’s commitment to helping businesses drive more value with AI. With a single data platform that seamlessly integrates people, processes, data, and devices, customers can act with greater speed and scale. Domain specific AI models on the Now Platform are purpose-built for any use case, expanding the possibilities of GenAI across every piece of the business in every industry.

The Now Platform, including new data enhancements such as RaptorDB Pro announced today alongside the Xanadu release, provides the ultra-scale and performance needed for organizations across all industries to manage complex data in one system of action, revolutionizing their operations.

With the combination of ServiceNow’s new Xanadu GenAI innovations, data platform enhancements, and ServiceNow AI Agents, ServiceNow will help customers take AI-powered workflows even further across the enterprise, with massive scalability, connectivity, and personalization for agents, administrators, developers, and customers on the Now Platform.

Availability

  • Now Assist Skill Kit is available today in the ServiceNow Store.
  • Customer Service Management AI Agents and IT Service Management AI Agents are expected to be available to customers in November 2024 in limited release, with additional use cases added through 2025.

Additional Information

  • Read about additional news from ServiceNow today:

About ServiceNow

ServiceNow (NYSE: NOW) is putting AI to work for people. We move with the pace of innovation to help customers transform organizations across every industry while upholding a trustworthy, human centered approach to deploying our products and services at scale. Our AI platform for business transformation connects people, processes, data, and devices to increase productivity and maximize business outcomes. For more information, visit: www.servicenow.com.

Forward Looking Statements

This press release contains “forward looking statements” about the expectations, beliefs, plans, and intentions relating to its innovations announced with the Now Platform Xanadu release. Such statements include statements regarding future product capabilities and offerings and expected benefits to ServiceNow. Forward-looking statements are subject to known and unknown risks and uncertainties and are based on potentially inaccurate assumptions that could cause actual results to differ materially from those expected or implied by the forward-looking statements. If any such risks or uncertainties materialize or if any of the assumptions prove incorrect, ServiceNow’s results could differ materially from the results expressed or implied by the forward-looking statements made. ServiceNow undertakes no obligation, and does not intend, to update the forward-looking statements. Factors that may cause actual results to differ materially from those in any forward-looking statements include: (i) delays and unexpected difficulties and expenses in executing the product capabilities and offerings, (ii) changes in the regulatory landscape related to AI and (iii) uncertainty as to whether sales will justify the investments in the product capabilities and offerings. Further information on factors that could affect ServiceNow’s financial and other results is included in the filings ServiceNow makes with the Securities and Exchange Commission from time to time.

© 2024 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.

1 Gartner, Predicts 2024: The Future of Generative AI Technologies, Arun Chandrasekaran, Anthony Mullen, et al., 28 February 2024
GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.

Media Contact

Jacqueline Velasco

408-561-1937

press@servicenow.com

Source: ServiceNow, Inc.

FAQ

When will ServiceNow (NOW) release its first AI Agents for customer service and IT management?

ServiceNow plans to release Customer Service Management AI Agents and IT Service Management AI Agents in November 2024 in release.

What is the Now Assist Skill Kit announced by ServiceNow (NOW)?

The Now Assist Skill Kit is a tool that enables organizations to build, test, and deploy custom GenAI skills on the ServiceNow platform, tailored to their specific business needs.

How will ServiceNow's AI Agents impact mean-time-to-resolution for customer issues?

ServiceNow expects its AI Agents to reduce mean-time-to-resolution and make live agents more productive by autonomously handling tasks and managing processes.

What is the main goal of ServiceNow's (NOW) Agentic AI integration?

The main goal is to unlock 24/7 productivity at massive scale across various business functions, including IT, customer service, procurement, HR, and software development.

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