ServiceNow Launches New AI-Driven Solutions with Now Platform Xanadu Release

ServiceNow has introduced a new suite of AI-powered industry solutions in its Now Platform Xanadu release, aimed at speeding up the deployment and effectiveness of enterprise AI applications. The expansion includes new features for various sectors, including telecom, media, technology, financial services, and public services, designed to quickly demonstrate the benefits of Generative AI (GenAI).

Key updates include:

– Now Assist for Banking: Integrated with ServiceNow Disputes Management, Built with Visa, this tool enhances productivity and customer loyalty by providing efficient, GenAI-driven dispute resolution.

– Retail Operations and Retail Service Management: These new solutions streamline operations across retail environments, integrating store staff, management, customers, and field technicians for consistent experiences both in-store and online.

ServiceNow’s advancements cater to the need for specialized solutions, utilizing the Now Platform’s AI capabilities to address unique industry challenges. This approach allows organizations to achieve faster results and greater impact from their AI investments.

Blake McConnell, ServiceNow’s Senior Vice President of Industry Products, noted that today’s businesses need tailored solutions for their digital transformation needs, and ServiceNow’s industry-specific tools address this by providing effective, AI-powered solutions quickly.

Ritu Jyoti from IDC highlighted that the integration of GenAI into ServiceNow’s solutions demonstrates a commitment to innovation and improving productivity, efficiency, and customer satisfaction across industries.

ServiceNow’s new solutions leverage AI to enhance customer service, particularly in telecom, media, technology, financial services, and public sector organizations. For instance:

– Now Assist for Telecom, Media, and Technology (TMT): Offers GenAI capabilities to help agents resolve service issues faster and improve customer satisfaction by summarizing service problems and resolutions.

– Now Assist for Financial Services Operations (FSO): Enhances productivity and customer service with features like dispute summarization and claims resolution.

– Now Assist for Public Sector Digital Services (PSDS): Helps government employees manage complex cases with AI-generated summaries for more efficient service delivery.

Retail Operations and Retail Service Management help unify and streamline retailer operations, improving both in-store and online customer interactions.

Customer Feedback:

– Sunoco appreciates the new Retail Operations solution for improving repair and maintenance efficiency.
– Ignyte values Now Assist for PSDS for its impact on government service delivery.
– BT Group has seen increased productivity from GenAI tools.
– Blackhawk Network anticipates enhanced case handling and customer satisfaction from the new AI-driven features.

Availability

Retail Operations and Retail Service Management are available in the ServiceNow Store, along with Now Assist for TMT, FSO, and PSDS. Now Assist is also available in ServiceNow’s US Government Community Cloud (GCC).

For more details, visit ServiceNow’s website or follow their updates on LinkedIn and X.