ServiceNow Introduces Cutting-Edge Generative AI on the Now Platform

ServiceNow has announced the introduction of advanced generative AI capabilities to its Now Platform, aimed at enhancing workflow automation with increased speed and intelligence. Revealed at the Knowledge 2023 in Las Vegas, the new solutions, namely the ServiceNow Generative AI Controller and Now Assist for Search, expand upon ServiceNow's existing AI features, incorporating generative AI technology directly into enterprise applications.

“ServiceNow's intelligent end-to-end Now Platform is uniquely positioned to deliver generative AI’s full potential to customers and help them take speed, efficiency, and great experiences to the next level. By augmenting the Now Platform with powerful new generative AI features and including access to Azure OpenAI Service, we are giving customers a built-in action layer of intelligence,” said CJ Desai, President and Chief Operating Officer, ServiceNow.

By leveraging these solutions, organizations can anticipate cost reductions alongside improved productivity, enhanced user experiences, and quicker realization of value. In a further demonstration of collaboration, ServiceNow and Microsoft have expanded their strategic partnership to integrate the Now Platform with Azure OpenAI Service. This integration ensures that customers can harness the potential of generative AI with utmost security and trust, allowing them to leverage its benefits effectively.

“ServiceNow’s integration with Azure OpenAI Service is a great example of empowering customers to improve productivity and faster time to value with generative AI. Azure OpenAI Service provides customers with access to the most powerful large language models available with the enterprise capabilities of Azure. We look forward to connecting Azure OpenAI Service with the Now Platform, enabling customers to quickly add generative AI intelligence to a multitude of use cases, while ensuring the highest security levels and responsible approach to AI innovation,” said John Montgomery, Corporate Vice President, AI Platform Microsoft.

Generative AI - driving force of digital businesses  

The ServiceNow Generative AI Controller streamlines the process of linking ServiceNow instances with Microsoft Azure OpenAI Service and OpenAI API large language models. It offers pre-built functions that enable customers to seamlessly incorporate widely-used generative AI capabilities, such as answering queries, summarizing information, and generating content, into their existing ServiceNow experiences. With a single integration point, the ServiceNow Generative AI Controller facilitates the integration on the Now Platform, unlocking enhanced self-service and work experiences.

The Generative AI Controller is configurable with the company's suite of low-code development tools, allowing individuals from various departments within an organization to leverage the power of generative AI in their automation applications.

With Now Assist for Search, users can receive natural language responses tailored to their queries in Portal Search, Next Experience, or Virtual Agent. This feature utilizes the customer's own knowledge base to ensure accurate and reliable results, thus instilling confidence in users and minimizing the chances of errors or misleading information.

Now Assist for Search stands out as the first feature that fully integrates with the Generative AI Controller, enhancing search results to be more precise and tailored for both internal agents and external customers.

The inclusion of these features is possible through the expanded collaboration between ServiceNow and Microsoft, which encompasses the integration of new AI use cases powered by Microsoft Azure OpenAI Service. ServiceNow and Microsoft have a pre-existing partnership that involves joint applications and integrations for Microsoft 365 and Azure for both Regulated and Commercial markets.

Transforming all areas of business

ServiceNow continues leveraging the capabilities of generative AI to explore and expand its application across various use cases and all industries. The Generative AI Controller and Now Assist for Search are expected to help customers in the following ways:

  • Customers will be able to efficiently prioritize incidents by providing natural language explanations. Additionally, in the Service Operations Workspace, intake agents will benefit from chat summaries that help them quickly understand and address issues.

  • Customer service agents will be able to generate chat responses swiftly, enabling them to assist customers more efficiently. Also, when a knowledge gap is identified, the system will automatically generate knowledge articles to fill that gap.

  • The Virtual Agent feature integrated into the Employee Workspace allows employees to conveniently accomplish tasks like updating benefits enrollment or requesting a new laptop directly from the Search bar.


Generative AI Controller and Now Assist for Search are expected to be released to a limited set of customers in May 2023.