TLDR:
ServiceNow is introducing a library of enterprise AI agents that can be customized to fit workflows. The Now Assist platform will offer a variety of AI agents and clients can build prompts and skills into them. These AI agents can be assigned to applications and learn to manage business processes alongside employees.
Key Points:
- ServiceNow is releasing updates to its Now Assist AI platform, allowing enterprises to bring AI agents to workflows.
- The Now Assist Skill Kit enables clients to build, test, and deploy new generative AI skills and assign them to applications.
- The AI agents can be customized to fit specific workflows, offering control over human oversight and collaboration between AI and people.
- ServiceNow will provide expert agents for specific tasks, with a focus on customer service management and IT service management initially.
Full Article:
Enterprise workflow solutions provider, ServiceNow, is introducing a library of enterprise AI agents that can be customized to fit workflows. The Now Assist AI platform will offer a collection of AI agents, and clients can build prompts and skills into them through the Now Assist Skill Kit. This feature allows companies to build, test, and deploy new generative AI skills and assign them to applications, making the AI agents customized to their specific workflows.
Dorit Zilbershot, vice president of AI at ServiceNow, emphasizes the importance of giving clients control over the AI agents and the level of work they perform. This human-centric approach ensures true collaboration between AI and people, allowing customers to decide the extent of human oversight they want in the process. ServiceNow’s senior vice president for Platform Engineering, Joe Davis, mentioned that the company will provide a collection of expert agents for specific tasks and clients can easily turn them on or create custom solutions.
As part of the collection of agents, ServiceNow will launch its first two AI agent use cases for customer service management and IT service management in November 2024. The platform will also support multimodal inputs like voice and images in the future. ServiceNow’s approach involves multiple AI agents that can talk to each other, allowing users to fully automate workflows or have agents specialize in specific tasks.
ServiceNow’s AI agent feature focuses on enabling enterprises to create or customize existing AI agents rather than developing new ones. The Now Assist platform also includes updates such as data visualization generation, chat and email reply generation, change summarization for IT teams, and LLM-based prompts for HR reminders. Additionally, Now Assist can integrate with Microsoft’s Copilot for Microsoft 365, allowing users to connect tasks on the platform to Copilot for seamless workflow management.