ServiceNow announced new generative AI (GenAI) capabilities to power enterprise-wide productivity and innovation. New bring your own (BYO) GenAI model offers greater flexibility and choice to customers? AI-driven transformation journeys.

ServiceNow is also expanding its Now Assist portfolio with the introduction of Now Assist for Strategic Portfolio Management (SPM), helping employees connect strategic planning to customer feedback to drive business impact. Additional new GenAI features like playbook generation and app generation empower developers, accelerating rapid, large-scale development of low code apps and digital workflows. ServiceNow also introduced solutions such as knowledge article generation to supercharge agent productivity with faster knowledge sharing and content summarization.

ServiceNow is also bringing Now Assist capabilities to ServiceNow?s secure Government Community Cloud (GCC), enabling public sector employees to improve customer experiences and address public needs faster and more effectively. According to IDC, enterprises worldwide are expected to spend more than $40 billion on GenAI in 2024, and more than $150 billion by 2027 as organizations realize the value of GenAI and implement it across their businesses. ServiceNow is putting AI to work for people across the Now Platform by delivering intelligent self-service for employees and customers, boosting agent and developer productivity, and giving customers actionable insights for an even faster path to success, all on the AI platform for business transformation.

The adoption of GenAI has happened at an unprecedented speed across both the consumer and business worlds?and ServiceNow has been a first mover with years of investment in AI technology and talent. The Now Platform reaches across departments, securely integrating AI throughout businesses? existing workflows to fundamentally transform how people work.

Customers have responded, and Now Assist has become the fastest selling new product in ServiceNow history. ServiceNow has expanded its GenAI strategy, which centers on customer choice and flexibility, to include multimodal models. These models incorporate and process many types of data, such as text, images, audio, and video, so users can benefit from a range of inputs to get better results.

As it continues to scale GenAI across every corner of the enterprise to power smarter, faster, easier ways of working, ServiceNow is also introducing bring your own (BYO) GenAI model available in all Now Assist portfolios. BYO GenAI model allows customers to tailor their AI-driven transformation to their unique needs, giving them the choice and flexibility to use either ServiceNow's multimodal model ? Now AI, their own LLMs, or general purpose LLMs as they create more intuitive, efficient, and seamless experiences.

ServiceNow continues to build on its rapidly expanding Now Assist portfolio, so organizations can harness the power of Now Assist to drive tangible business outcomes. New Now Assist for Strategic Portfolio Management helps product managers accelerate decision making and grounds strategic planning in their customers? needs, leading to higher customer satisfaction and business growth, while new conversational experience for demand creation helps employees synthesize complex customer demands and prioritize work more effectively.

Now Assist for SPM supercharges the impact of SPM, helping employees close the gap between insight and business outcome. The new solution uses GenAI to enable more strategic decision-making, synthesizing customer feedback and requests all in one place so organizations can respond to evolving needs faster and more effectively. Conversational experience for demand creation, available in the new Now Assist for SPM, helps business users create demands faster without having to complete lengthy intake forms. Leveraging natural language to create and modify demands enables accuracy and completeness of data; conversational experience for demand generation alleviates bottlenecks in the prioritization process and helps ensure the right work is prioritized.

ServiceNow is introducing new capabilities to help teams create apps and scale workflows faster on the Now Platform and to boost developer and admin productivity. New prompt management, Service Catalog item generation, playbook generation, and app generation harness the power of GenAI so developers and admins can create catalog items and playbooks and build net-new apps in a fraction of the time. Prompt management, available initially in Now Assist for IT Service Management, allows ServiceNow administrators to configure and improve the Now Assist experience for agents with a simple point and click interface?no coding required.

Admins can easily extend out-of-the-box prompts with the most important, relevant information based on their specific business context and organization needs, so teams can work more productively and resolve customer issues faster with context-driven, accurate information, boosting customer satisfaction. Service Catalog item generation, available in Now Assist for Creator,allows organizations to easily grow their extensive portfolio of business and IT services, ultimately powering faster self-service. The new solution uses GenAI to create catalog items based on natural language, enabling developers to generate a catalog item, including a short description, and a set of questions, all based on text prompts.

This eliminates the need to manually create simple catalog items, reducing the backlog on one of the most in-demand requests from the business. Playbook generation, available in Now Assist for Creator,accelerates workflow development on the Now Platform by helping process workers, owners, and analysts create purpose-built workflow playbooks swiftly and at scale. Defining complex, cross-enterprise processes for automation can consume hours of time, but with playbook generation, Now Assist can design playbooks to define consistent, repeatable, and auditable processes for service delivery teams in mere seconds using natural language prompts.

App generation, available in Now Assist for Creator, rapidly creates business applications in minutes through simple, natural language conversations.