GenAI in Customer Experience: Powering the Future Today with ServiceNow

GenAI solutions to meet the moment

I have the privilege of meeting with ServiceNow customers all over the world, and one thing is universal: Customers are under pressure. In the face of continued macro turbulence, they’re being asked to do more with less. Their digital transformation mandates remain unchanged.

Customers turn to us to drive efficiency, productivity, and agility. They need solutions that augment their workforce and spur experiences that delight customers and employees alike.

ServiceNow® GenAI solutions are designed to meet this moment. The GenAI capabilities in this latest release help unlock the potential of customers’ existing workforces and power experiences that were previously unimaginable.

Flow generation, for example, accelerates workflow automation using GenAI to generate workflow blueprints. The new solution helps admins and developers convert plain text into low-code workflows, freeing them from building flow automation from scratch and speeding up development at scale.

We’re deploying Now Assist, ServiceNow’s GenAI experiences, in more workflows to provide even better customer experiences. Now Assist in Virtual Agent delivers a more natural, conversational chat experience for both customers and employees. The result is increased deflection rates, better self-service, and fast, more relevant support.

With Now Assist for Field Service Management, customers can simplify data entry and summarize work orders. This is a game changer for technicians in the field.

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