Reflecting the surge of generative AI into corporate America, ServiceNow Inc. on Tuesday announced industry-specific generative AI solutions to its flagship Now Platform.
The Xanadu release expands Now Assist into leading industry solutions like telecom, media and technology; financial services; public sector; health care; manufacturing; banking and insurance — accelerating organizations’ adoption of GenAI.
Additionally, ServiceNow launched new Retail Operations and Retail Service Management solutions to unify a retailer’s ecosystem — store associates, store leadership, customers, headquarter employees and field technicians — to deliver consistent and connected experiences across every channel, and in stores.
“The ‘one-size-fits-all’ era is over. Organizations today demand solutions designed to meet the distinct digital transformation needs of their business, such as regulatory compliance pertaining to specific industries,” Blake McConnell, senior vice president and general manager of industry products at ServiceNow, said in an interview.
Dorit Zilbershot, vice president of AI product management at ServiceNow, called the announcement the company’s “biggest AI release ever.”
ServiceNow’s AI blitz is headlined by ServiceNow AI Agents, multi-agent systems with human-like reasoning that work in the background to solve tasks; RaptorDB, a new, high-performance database with increased data scale and speed for complex AI use cases; and RaptorDB Pro, a new, premium version of RaptorDB designed to make workloads more responsive, execute queries faster and support more users and workflows.
The product rollout comes amid a critical stretch when poor customer service is increasingly leading to the loss of loyal customers: Nearly 70% of customers say they’re likely to switch brands based on a poor customer service experience, according to ServiceNow’s Customer Experience Trend Report.
At the same time, 77% of leaders across industries either have or are planning to deploy GenAI to improve customer service operations, helping reduce costs, case volume, resolution times and customer effort, the report concluded.
“By strategically implementing GenAI across core areas, organizations across industries can unlock new levels of productivity, efficiency and customer satisfaction, driving sustainable growth,” IDC analyst Ritu Jyoti said in a statement. “ServiceNow’s integration of GenAI into its industry solutions shows the company’s commitment to customer-centric innovation.”
ServiceNow’s latest AI push, which began in earnest with a highly publicized partnership with NVIDIA Corp. in Las Vegas last year, underscores incremental growth of SaaS-related AI business. In addition to ServiceNow, Salesforce Inc. and CrowdStrike Inc. have shown AI can provide stickiness and drive growth.
Late last month, ServiceNow reached an all-time stock price of $850.51.
