ServiceNow Xanadu a Leap Forward in Enterprise AI
ServiceNow has announced its most comprehensive set of AI innovations to date, with its Now Platform Xanadu release introducing hundreds of new AI capabilities, expanded partnerships and industry-specific solutions designed to boost productivity across organisations.
At the heart of this release is ServiceNow’s introduction of AI agents, a technology poised to redefine how AI collaborates with employees and customers. Set for deployment in later in 2024, these AI agents will initially focus on Customer Service Management (CSM) and IT Service Management (ITSM), with the promise of reducing mean-time-to-resolution and enhancing agent productivity.
According to Jon Sigler, SVP of Platform and AI at ServiceNow: “Our customers are hungry to put AI to work now and they want more from their Gen AI deployments – more productivity, more personalisation, more value. That’s why we are laser-focused on delivering a complete, end-to-end platform experience for our customers.”
ServiceNow to unlock productivity with AI agents
The Xanadu release expands the reach of Now Assist, ServiceNow’s AI-powered assistant, into critical enterprise functions such as security operations. Now Assist for Security Operations (SecOps) aims to accelerate threat response times, a crucial factor in an era where cyber threats are becoming increasingly sophisticated and frequent. This development comes at a time when organisations are grappling with the dual challenges of talent shortages in cybersecurity and the need for faster, more efficient security operations.
ServiceNow is also extending Now Assist to finance and supply chain workflows, starting with Sourcing and Procurement Operations. This move reflects the growing importance of AI in streamlining back-office functions, a trend that has gained momentum as organisations seek to optimise costs and improve efficiency in the face of economic uncertainties.
ServiceNow is bringing Now Assist to telecom, media, technology, financial services and public sector organisations, with this targeted approach acknowledging the unique challenges faced by different industries and the need for AI solutions that understand sector-specific contexts and regulations.
The retail sector receives special attention in this release, with the launch of Retail Operations and Retail Service Management solutions. These offerings aim to unify retailers' ecosystems, addressing the pressing need for consistent omnichannel experiences in an industry disrupted by e-commerce and changing consumer behaviours.
During Knowledge 2024, ServiceNow previewed an expanded partnership with Microsoft to integrate the intelligence of ServiceNow’s AI powered workflows with Copilot for Microsoft 365. With the latest Xanadu release, ServiceNow is officially bringing that functionality to customers, enabling new levels of employee productivity and connected experiences.
The Xanadu release also introduces significant platform innovations, including an integrated development environment (IDE) for faster application development, enhancements to IT Operations Management (ITOM), and improvements in service reliability management.
The updates to ServiceNow’s platform come as organisations increasingly seek to modernise their IT infrastructure and development processes to keep pace with digital transformation initiatives.
As organisations grapple with the complexities of AI implementation, ServiceNow’s comprehensive approach with the Xanadu release appears to address many of the practical challenges faced by enterprises.
Hena Jalil, managing director and business chief information officer at BT Group, offered insight into the real-world impact of these innovations: “At BT Group, we're on a digital transformation journey to drive savings, efficiency, and improve experiences for customers and agents alike,” she says. “This includes partnering with ServiceNow to improve service management and trialing Gen AI to transform customer experiences. We’re already seeing the results. In our Now Assist pilots, we’ve found that agents can understand and summarise complex cases faster than ever, boosting productivity and reducing the time to serve.”
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