26
Feb
The world of Artificial Intelligence is experiencing a revolution, driven by the rapid advancement of generative AI models. These sophisticated machine learning systems can understand and generate human-like text, enabling powerful new capabilities. ServiceNow, a leading platform for enterprise workflow automation, is harnessing this technology with its new Generative AI Controller application.
What is Generative AI?
Generative AI refers to Artificial Intelligence models that can create original content – such as text, images, audio and more – based on patterns learned from vast amounts of training data. The most prominent examples are large language models (LLMs) which can generate human-like text, engage in conversations, answer questions, and even write code. Some popular examples you’ve probably heard of include ChatGPT, or Gemini.
While still an emerging field, generative AI has the potential to automate many day to day tasks, introducing a new era of productivity. Gartner predicts that generative AI will account for 10% of all data produced by 2025, up from less than 1% today. By 2028, at least 15% of day-to-day work decisions will be made autonomously through agentic AI, up from 0% in 2024
What’s New in ServiceNow?
ServiceNow has introduced the new Generative AI Controller, an application that seamlessly integrates third-party LLMs into the Now Platform. It essentially acts as a bridge between your existing ServiceNow platform and powerful AI tools from providers like OpenAI, Microsoft’s Azure, Google, and Aleph Alpha. This low-code solution allows users to leverage AI-powered content generation directly within their instances, without needing deep technical setups. Think of it as plugging a smart brain into your current processes.
Why This Matters for Your Business?
The real value of these new AI capabilities lies in their practical applications:
- Time Savings: AI automatically summarizes lengthy reports and Knowledge Base Articles in minutes, extracting key points and saving hours of reading time, providing specific instructions so your agents can quickly take actions.
- Better Customer Service: The system automatically detects customer sentiment—positive, negative, or neutral—allowing you to prioritize urgent or frustrated customers without manual review. This enables more responsive and personalized support.
- Smarter Virtual Agents: Your ServiceNow chatbots can now provide more natural, context-aware responses. Instead of rigid, pre-programmed answers, they can generate helpful responses on the fly, making interactions feel more human and helpful and fully connected with the information in your instances (Knowledge Base Articles, Outages…).
- Reduced Manual Work: Automation of repetitive tasks with intelligent decision-making.
ServiceNow has also prioritized security and governance by supporting domain separation in Generative AI Controlling, crucial for enterprises with strict compliance requirements.
Endless Possibilities
The potential applications of generative AI in ServiceNow are vast and exciting. Here are a few examples:
- Generating concise case summaries from detailed notes to speed up issue triage and resolution
- Analyzing user sentiment in real-time during chatbot or virtual agent interactions to provide emphatic responses
- Dynamically composing knowledge articles or email content personalized to the user’s context
- Enhancing IT operations by generating infrastructure-as-code templates or database queries
- Assisting with test case creation for new application releases
The opportunities are endless – and the time to act is NOW
At Atlafy, we’re your partner in transformation. Our ServiceNow team will work hand-in-hand with you to identify the most impactful use cases for your business, implement best practices, and ensure a seamless integration with your existing processes.
We’ve helped countless organizations across industries unlock the full potential of ServiceNow. Partner with Atlafy and let us help you become an industry leader. The future belongs to those who embrace it – let’s make sure you’re one of them.