ServiceNow has introduced its Now Platform Xanadu that it says will ‘supercharge’ productivity for businesses.
Now Platform Xanadu comes with ‘hundreds’ of new AI capabilities, partnerships, solutions, and ServiceNow AI Agents to help customers, employees, and developers from all industries.
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ServiceNow has also released plans to bring Agentic AI into the ServiceNow platform to assist with customer service, IT, HR, procurement, software development, and more.
The first use cases for Customer Service Management (CSM) AI Agents and IT Service Management (ITSM) AI Agents, which are expected to cut down on resolution times and bolster agent productivity, will be made available in November.
Jon Sigler, Senior Vice President, Platform and AI at ServiceNow, believes Xanadu is a major advancement for customers and as a company: “Our customers are hungry to put AI to work now and they want more from their GenAI 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.
“The Xanadu release marks a significant step forward for our GenAI roadmap, empowering enterprises to quickly harness the potential of GenAI and drive unprecedented business outcomes without hassle.”
ServiceNow Xanadu Features and Benefits
According to a press release by the cloud-based workflow automaton platform, it can deliver customer agility, greater productivity, and enhanced employee experiences through a combination of its Now Assist Skill Kit, data visualisation generation, chat and email reply generation, change summarisation, and prompts using LLMs.
The Now Assist Skill Kit gives partners and customers a ‘pro-code’ experience, in which they can create generative AI skills for business needs.
Data visualisation generation enables teams to visualise data and make informed decisions to improve response times. Users can unlock insights based on their data by using natural language prompts.
The Now Assist chat and email reply generation feature is available within Agent Workplace. It harnesses generative AI to draft and cut down on time service agents spend forming manual and quick replies.
Powered by Now Assist ITSM, change summarisation lets IT teams summarise change requests and review data to improve decision making, agent productivity, boost cycle times, and reduce risks.
Powered by Now Assist for HR Service Delivery (HRSD), Prompts using LLMs engage employees and managers with task completion reminders.
Xanadu provides customers with the fruits of ServiceNow’s partnership with Microsoft, in which the companies agreed to combine Copilot for Microsoft 365 with ServiceNow’s own AI-powered workflows.
Retail Operations and Retail Service Management are also included within the Xanadu release, which it believes will extend its connection to the retail industry.
Hena Jalil, Managing Director, Business Chief Information Officer at BT Group, gave her feedback to its trial of ServiceNow’s generative AI technology: “At BT Group, we’re on a digital transformation journey to drive savings, efficiency, and improve experiences for customers and agents alike.
“This includes partnering with ServiceNow to improve service management and trialing GenAI 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.”
Finally, ServiceNow asserts that Xanadu has ‘powerful’ data enhancements and its RaptorDB Pro database can offer 53 percent quicker transaction times, 27 times faster report pulling, analytics, list views, and more.
