Alongside the new features, the company announced its approach to commercialization with premium SKU offerings across ITSM, CSM, and HRSD, beginning in September with the Vancouver platform release. Credit: David Gyung ServiceNow is adding new features to its Now Assist generative AI assistant that comes bundled with the company’s Now platform, designed to help organizations automate workflows. The new capabilities of Now Assist, which include case summarization and text-to-code, are compatible with all workflows and are designed to drive productivity and efficiency for organizations, the company said. The new case summarization feature, according to ServiceNow, uses generative AI to read and distill case information across IT, HR, and customer service cases, including customer or incident details, previous touchpoints, actions taken by involved parties, and the eventual resolution, to create case summary notes within seconds. This generative AI feature is designed to help organizations phase out the time-consuming manual processes, thereby increasing productivity and collaboration between internal teams while improving customer experience, the company added. The other new feature, text-to-code, will allow developers to generate code by asking for code suggestions in natural language. This, according to the company, will cut down the need for developers to write the same code for routine commands and thereby increase productivity. “The generative AI within the Now Platform will convert the text into high-quality code suggestions and in some cases complete code, which is shared in-line to review, edit, and implement,” the company said in a statement. While both case summarization and text-to-code features use ServiceNow’s proprietary large language models (LLMs), the latter was trained on a specialized version of the 15-billion-parameter StarCoder LLM — a model that was jointly developed by ServiceNow and Hugging Face using Nvidia’s DGX Cloud. The case summarization feature also allows organizations to use third-party LLMs including Microsoft Azure OpenAI Service and OpenAI API LLMs, the company said. Last month, the company added Now Assist for Virtual Agent to make it easier for organizations to employ generative AI more broadly in designing and running business processes. In May, ServiceNow added its ServiceNow Generative AI Controller for connecting large language models (LLMs) to its software automation platform, and Now Assist for Search, which uses those LLMs and an organization’s own data to generate natural language responses to queries made in a virtual agent. ServiceNow said it will introduce new premium SKU offerings across IT Service Management (ITSM), Customer Service Management (CSM), and Human Resources Service Delivery (HRSD), beginning in September with the Vancouver platform release. Currently, both case summarization and text-to-code are available to a limited set of organizations. The company expects to open these up to all organizations by September. Related content feature New US CIO appointments, May 2024 Congratulations to these 'movers and shakers' recently hired or promoted into a new chief information officer, senior IT, or board role. By Martha Heller May 08, 2024 9 mins CIO Careers IT Leadership feature The extent Automic’s group CIO goes to reconcile data Cathy O'Sullivan, CIO editor-in-chief for APAC, recently sat with Marcelo Dantas, group CIO at Automic Group, to discuss completing one of the largest-ever registry services transitions in Australia, keeping pace with technology, and why cyberse By CIO staff May 08, 2024 9 mins CIO Cloud Native Data Quality feature Expion Health revamps its RFP process with AI The healthcare cost management firm built a customized AI tool to streamline an error-prone process for gaining new customers. Now, it’s considering selling the project for external use. By Grant Gross May 08, 2024 6 mins CIO 100 Healthcare Industry Digital Transformation feature Ways IT leaders can meet the EU AI Act head on The biggest mistake companies of all sizes could make is to put conformity before innovation, according to EU AI Act co-rapporteur Dragoș Tudorache. By Andrada Fiscutean May 08, 2024 6 mins CIO Military Regulation PODCASTS VIDEOS RESOURCES EVENTS SUBSCRIBE TO OUR NEWSLETTER From our editors straight to your inbox Get started by entering your email address below. Please enter a valid email address Subscribe