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ServiceNow has launched a comprehensive AI platform designed to simplify the integration and management of AI tools and agents for enterprises. This unified platform boasts new features, advanced functionalities, and bolstered partnerships with industry giants such as NVIDIA, Microsoft, Google, and Oracle. The overarching aim is to empower businesses with the ability to orchestrate operations intelligently and efficiently, leveraging ‘agentic AI’ – smart, autonomous AI helpers – to drive tangible AI-driven transformation.
Early adopters, including Adobe, Aptiv, the NHL, Visa, and Wells Fargo, are already experiencing the benefits of this platform, reporting significant gains in productivity and gross margins. According to ServiceNow CEO Bill McDermott, the platform’s strength lies in its ability to orchestrate AI, data, and workflows seamlessly on a single platform, thereby accelerating business transformation.
Specific use cases demonstrate the platform’s versatility. Adobe is leveraging the platform to automate IT and workplace services. Aptiv is integrating ServiceNow’s AI capabilities with its edge intelligence solutions to enhance automation. The NHL is streamlining its operational workflows through ServiceNow AI, while Wells Fargo is automating workflows and enabling real-time data processing. Visa intends to implement ServiceNow’s AI-powered Disputes Management system to efficiently resolve payment disputes.
The platform’s key components include a ‘smart, conversational AI Engagement Layer,’ seamless integration with ServiceNow’s Knowledge Graph and Workflow Data Fabric, the AI Control Tower (for managing AI tools), AI Agent Fabric (a communication network for AI agents), and advanced CRM capabilities. ServiceNow is also introducing Apriel Nemotron 15B, a reasoning LLM built in collaboration with NVIDIA, and a dedicated ServiceNow University to facilitate workforce upskilling. The company envisions this holistic approach will enhance business resilience, improve efficiency, and optimize cost management for its customers.
For those interested in diving deeper into AI, the AI & Big Data Expo will take place soon in Amsterdam, California, and London.