SINGAPORE, September 11, 2024 – ServiceNow (NYSE: NOW) has launched its most extensive suite of artificial intelligence (AI) innovations with the release of the Now Platform Xanadu. The new platform introduces hundreds of AI-driven features designed to enhance customer agility, improve productivity, and streamline employee experiences. A key highlight of the release is the expansion of ServiceNow’s generative AI (GenAI) portfolio, Now Assist, which now supports critical functions such as Security Operations and Sourcing & Procurement Operations.
The integration of Now Assist with Microsoft Copilot for Microsoft 365 is another milestone in this release. This allows employees to access AI-powered workflows in a seamless, connected experience where they already collaborate, such as Microsoft Teams.
Meeting AI Demand Across Industries
ServiceNow’s expanded GenAI offerings come at a time when businesses are seeking to adopt AI at scale. According to Gartner, global AI spending is set to reach $3 trillion by 2027, with GenAI representing 36% of total AI investments. Many organizations, including American Honda, Bayer, and Boomi, are already leveraging ServiceNow’s AI capabilities to streamline operations and enhance customer experiences.
“Our customers are hungry to put AI to work now, and they want more from their GenAI deployments—more productivity, more personalization, more value,” said Jon Sigler, Senior Vice President of Platform and AI at ServiceNow. “The Xanadu release marks a significant step forward, empowering enterprises to quickly harness GenAI’s potential and achieve unprecedented business outcomes.”
Expanded Functionality for Security and Procurement
The Xanadu release expands the Now Assist GenAI portfolio to include Security Operations, helping enterprises manage real-time threat exposure. Now Assist for SecOps accelerates security incident response by prioritizing and summarizing incidents through AI-powered insights. The platform also introduces new capabilities for Sourcing and Procurement Operations, simplifying procurement processes with conversational prompts and AI-driven automation.
“GenAI can already enhance many different workflows in procurement, and 73% of procurement leaders expect to adopt the technology by the end of 2024,” according to Gartner. ServiceNow aims to capitalize on this trend by offering Now Assist for Procurement Operations, which simplifies tasks like procurement requests and compliance management, improving both speed and accuracy.
Enhancing Employee Productivity with Customizable AI Solutions
ServiceNow is also focusing on improving employee productivity with the Now Assist Skill Kit, a feature that enables businesses to develop and deploy custom AI solutions tailored to their specific needs. Other innovations in the Xanadu release include data visualization tools, AI-powered email reply generation, and change request summarization.
“Now Assist Skill Kit offers a pro-code experience for partners and customers to create custom GenAI skills, enabling businesses to adapt the AI platform to their unique requirements,” added Sigler. “These features make it easier for employees to navigate complex tasks, reducing bottlenecks and speeding up workflows.”
Strengthening AI and Data Capabilities
The Xanadu release also introduces significant data platform enhancements, including the new RaptorDB high-performance database, which enables customers to process data more efficiently. These capabilities underscore ServiceNow’s commitment to delivering secure, ethical, and responsible AI. The company’s internal processes ensure data security through encryption, ongoing vulnerability scanning, and policy compliance.
ServiceNow’s AI innovations are further supported by partnerships with tech giants such as NVIDIA and IBM. As a founding member of the AI Alliance, ServiceNow is committed to advancing responsible AI practices that benefit both businesses and society.
What the Customers are Saying
Boomi, a ServiceNow customer, is already seeing the benefits of GenAI integration. “Layering GenAI across our customer experiences is the next step in reducing complexity and speeding up time to resolution,” said Arlen Shenkman, President of Boomi. “The Now Platform and ServiceNow’s AI‑powered TPSM offering are transforming customer support.”
Olam Global Agri has also adopted GenAI to enhance its financial operations. “With ServiceNow’s GenAI solutions, we’ve developed a cash flow model to predict when customers will pay us, helping us manage cash flow more effectively,” said Shivram Ramakrishnan, CDIO & Senior Vice President at Olam Global Agri.
As businesses increasingly rely on AI to drive efficiency, ServiceNow’s Now Platform Xanadu positions the company as a leader in enterprise AI solutions, offering the tools organizations need to meet the demands of the future.