Top 5 GenAI Features in ServiceNow – Washington DC Release: Revolutionizing Productivity and Efficiency!
With every new release, ServiceNow Development Services continues to innovate the Now Platform, introducing new Gen features to boost productivity and streamline processes. Let’s explore the top five Gen AI features in Washington DC release that are transforming the way businesses operate on the Now Platform.
1. Speed up the productivity with Generative AI experiences
1. Improved Self-Service with LLM-Based Workflow Topics in Virtual Agent Designer
- The Virtual Agent Designer, now enhanced with large language models (LLM), offers improved self-service capabilities.
- These LLM-based workflow topics make interactions more intuitive and efficient by allowing users to communicate in natural language.
- This feature helps users get accurate answers quickly, reducing human intervention and increasing overall productivity.
2. Deliver Consistent Experiences within Microsoft Teams.
- This integration with teams allows employees to access and perform essential tasks such as managing incidents, requesting services, and accessing knowledge articles directly within Microsoft Teams.
3. Get Gen AI-Powered Conversational Interactions Anywhere with Support for Now Assist in Virtual Agent in Mobile App.
- Now Assist, powered by generative AI, is now available in the Virtual Agent mobile app, bringing powerful conversational interactions to mobile devices.
- This feature ensures that employees can access robust support and functionality on the go, handling service requests, troubleshooting issues, and completing tasks efficiently from anywhere.
- The mobile app maintains the same level of support and efficiency as the desktop version, ensuring continuous productivity.
- Refer ServiceNow docs here: https://docs.servicenow.com/bundle/washingtondc-intelligent-experiences/page/administer/now-assist-platform/reference/llm-agent-service-updates.html
2. Uplift Agent Productivity by Summarizing Case Activity
1. Reduce Time-to-Serve through Comprehensive Summaries of Case Work Notes, like Healthcare cases.
- Generative AI significantly enhances agent productivity by summarizing case activities, especially in healthcare.
- It generates comprehensive summaries of healthcare case work notes, which drastically reduces the time required for agents to gather context and serve patients.
- This prompts quicker resolution times and more effective service delivery.
2.Boosting patient satisfaction:
- By quickly gathering and summarizing case context, generative AI enables healthcare providers to respond more quickly and accurately to patient needs, boosting the overall patient satisfaction.
- Refer ServiceNow docs here: https://docs.servicenow.com/bundle/washingtondc-healthcare-life-sciences/page/product/healthcare-life-sciences/concept/hcls-now-assist.html
3. Provide Seamless Agent Handoffs and More Accurate Content
1. Provide Seamless Agent Handoffs with Gen AI-Created Incident/Case Summaries When a Case is Reassigned
- Generative AI Development Services facilitates seamless agent handoffs by creating detailed incident and case summaries whenever a case is reassigned.
- This feature ensures continuity and efficiency, as the new agent can quickly understand the case context and continue the work without any delays, improving overall service quality.
2.Provide Gen AI-Created Content with Additional LLM Inputs Designed to Improve Accuracy and Reduce Hallucinations
- Gen AI leverages additional LLM inputs to create more accurate content, minimizing errors and hallucinations.
- Refer ServiceNow docs here: https://docs.servicenow.com/bundle/washingtondc-healthcare-life-sciences/page/product/healthcare-life-sciences/concept/hcls-now-assist.html
4. Increase Service Delivery Speed
1. Provide Faster and Easier Service Delivery with Catalog Ordering Enabled within Virtual Agent Chat
- Catalog ordering within Virtual Agent chat significantly speeds up service delivery.
- This feature makes it more convenient for end users to request and receive services, as they can easily browse and order from a catalog directly within the chat interface.
- This streamlined process ensures faster and more efficient service fulfilment.
2. Create Personalized Experiences that Help Resolve Inquiries Faster with Gen AI-Enabled Q&A for Knowledge Articles
- Gen AI-empowered Questions and Answers for information articles makes customized experiences that assist in solving inquiries more rapidly.
- Refer ServiceNow docs here: https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/administer/now-assist-in-va/concept/using-now-assist-in-va.html
5. Turn Interactions into Cases, Seamlessly
1. Reduce Manual Workloads with the Ability to Pre-Populate Description Field in a New Case Directly from Chat
- Generative AI reduces manual workloads by pre-populating the description field in a new case directly from chat interactions. This takes out manual data section by the specialists.
2. Use Gen AI to Automatically Create Incident/Case Details from Chat Interactions
- Generative AI automates the creation of incident and case details from chat interactions.
- This feature ensures that no critical information is missed, and tasks are handled efficiently.
- By seamlessly converting interactions into actionable cases, Gen AI helps maintain a high level of service quality and operational efficiency.
- Refer ServiceNow docs here: https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/administer/now-assist-in-va/concept/integrating-now-assist-va-msteams.html
These ServiceNow’s generative AI features on the Now Platform is a significant leap forward in business automation and efficiency. These advanced capabilities not only enhance productivity but also ensure seamless, accurate, and rapid service delivery in various business processes. By embracing these Gen AI features, organizations can streamline their business workflows, reduce manual workloads, and provide the best service experiences.
