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Nine New ServiceNow AI Features to Transform Your Business

March 2024

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ServiceNow offers a range of cutting-edge AI features that enable organizations to manage and automate their workflows, tasks, and operations more efficiently.

Let’s look at nine AI features of ServiceNow and explore how they benefit users of the platform.

1. Intelligent incident detection

ServiceNow’s AI algorithms proactively identify critical issues by analyzing patterns across incidents or cases. This enables users to swiftly detect and address potential disruptions before they escalate, minimizing downtime and enhancing operational resilience.

2. Automated workflow routing in ServiceNow

AI-powered classification capabilities automatically route requests to the appropriate team based on historical data and context. By streamlining workflow routing, ServiceNow ensures that tasks are assigned to the right personnel promptly, improving response times and efficiency.

3. Context-aware recommendations

Now Intelligence surfaces context-aware recommendations tailored to users’ specific needs and preferences. Whether it’s suggesting relevant knowledge articles or recommending next steps in a workflow, these AI-driven recommendations empower users to make informed decisions quickly and confidently.

4. Natural language understanding (NLU) chatbots

Now Assist incorporates NLU capabilities to enable virtual chatbots to understand and respond to user queries in natural language. This enhances customer service interactions by providing seamless, human-like support round-the-clock, ultimately improving satisfaction and loyalty.

5. Intelligent search

ServiceNow’s AI-powered search functionality delivers highly accurate and relevant results based on user context. By understanding user intent and context, the platform ensures that users can quickly access the information they need, boosting productivity and reducing search time.

6. Automated content generation in ServiceNow

Now Assist automates content generation processes, including intelligent search results and work notes. By generating relevant content automatically, ServiceNow eliminates manual effort and ensures that users have access to up-to-date information to support decision-making and task execution.

7. Code and flow recommendations

Developers benefit from AI-driven code and flow recommendations provided by Now Assist for Creators. These recommendations accelerate development cycles by offering insights into best practices and optimizing code quality, ultimately speeding up the delivery of software solutions.

8. Predictive analytics for resource allocation

ServiceNow’s AI capabilities include predictive analytics for resource allocation, enabling organizations to anticipate future demand and allocate resources accordingly. By leveraging historical data and predictive models, ServiceNow helps optimize resource utilization and improve operational efficiency.

9. Dynamic workload balancing

ServiceNow’s AI features facilitate dynamic workload balancing by analyzing workload patterns and allocating tasks to available resources in real-time. This ensures optimal utilization of workforce capacity, minimizes bottlenecks, and enhances overall productivity and efficiency.

These nine AI features empower businesses to work smarter, enhancing efficiency and productivity across various operations. From automated workflow routing to dynamic workload balancing, these capabilities optimize resource allocation, streamline processes, and provide personalized experiences for users. By harnessing the power of AI, ServiceNow enables organizations to stay agile, responsive, and ahead of the curve.

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