Enable AI experiences

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Enable AI Experiences

    The Enable AI Experiences feature in ServiceNow empowers users to leverage artificial intelligence tools to automate routine tasks, detect major incidents, and derive valuable insights. This functionality is designed to enhance productivity and improve work experiences through several AI-based applications on the ServiceNow AI Platform.

    Show full answer Show less

    Key Features

    • Now Assist: A personalized generative AI assistant that enhances workflows.
    • Natural Language Understanding (NLU): Allows systems to comprehend and act on user inputs in natural language, supporting 17 languages.
    • Natural Language Query (NLQ): Transforms natural language requests into database queries, simplifying data retrieval in multiple supported languages.
    • Predictive Intelligence: Utilizes machine learning to streamline request resolutions and tackle various business challenges with predictive analytics.
    • Document Intelligence: Automates data extraction from documents, integrating it seamlessly into workflows with no coding required.
    • Task Intelligence: Facilitates the creation of machine learning solutions to improve task handling and performance tracking through an analytics dashboard.

    Key Outcomes

    By utilizing these AI tools, ServiceNow customers can expect:

    • Increased productivity and faster task execution for agents and developers.
    • Enhanced communication capabilities through natural language processing.
    • Efficient data retrieval and integration, thereby improving workflow efficiency.
    • Improved issue resolution times and reduced error rates through predictive analytics.
    • A streamlined approach to document handling, allowing for quick access to important data.
    • Comprehensive performance tracking to optimize machine learning models and their outcomes.

    Take advantage of artificial intelligence-based tools to prioritize and automate routine tasks,  detect major incidents, and surface insights.

    Get started

    Choose one of these tiles to get started.

    Now Assist

    Enable generative AI features on the ServiceNow AI Platform using Now Assist applications. Generative AI can help your agents and developers work faster and be more productive.

    The Now Assist framework includes Now Assist Admin, Now Assist panel, and Generative AI Controller. Framework components become available once you install a product such as Now Assist for ITSM.

    Natural Language Understanding

    Help users communicate with your system in naturally-expressed language, using Natural Language Understanding. NLU enables your system to perform intelligent actions in response to human language input in 17 supported languages. Start from the provided pre-built models and expand them further, or build your own models from scratch.

    Natural Language Understanding works by starting from natural user input, which is passed to the NLU model, which determines the appropriate response.

    Natural Language Query

    Transform natural-language questions into formal database queries with Natural Language Query (NLQ). Get data from your instance by using plain language requests in the supported languages American English, French, French Canadian, German, Japanese, and Spanish. NLQ is consumed by several other applications and features, including Analytics, Reporting, and CMDB (English is the only supported language for CMDB).

    NLU workbench

    Predictive Intelligence

    Train your system to resolve requests swiftly with the Predictive Intelligence Workbench. There are four separate machine-learning frameworks that support all NLQ languages along with Dutch, Italian, and Brazilian Portuguese. These frameworks help your AI to handle a range of business challenges. Reduce task-handling times and interaction or error counts, solve issues shared between similar records, discover patterns and address records collectively, predict numeric outputs based on regression analysis, and train several other ML solutions.

    Shows users the Predictive Intelligence benefits

    Document Intelligence

    Get clear, concise data from your records quickly, and integrate it where you need it most. Document Intelligence can process single or multiple-page documents in various popular formats. More than just an optical character recognition (OCR) solution, this tool uses a continual-learning AI to identify and extract text and data. Document Intelligence works on a no-code basis, allowing for easy setup, use, and integration of data into workflows.

    Document Intelligence workspace with multiple pages in the navigation pane.

    Task Intelligence

    Achieve faster response and task-solving times for your Agents, by using Task Intelligence. This tool lets you engineer ML solutions that handle data and track the efficacy of those solutions. Build, train, edit, and retrain machine-learning models in the Admin Console, and export them for use across the ServiceNow AI Platform. Follow up with the Analytics dashboard, where you can track your models' performance and effects on your business, and determine which predictions are best for future reuse.

    GIF of the Admin Console.

    Applications and features