ServiceNow Vancouver: A Giant Leap Forward with Generative AI

Scott Willson

The tech world is abuzz with ServiceNow's announcement of its upcoming Vancouver release, which promises to be a game-changer for organizations striving for improved efficiency, productivity, and customer experience.

The main headline? The expansion of generative AI capabilities, including features like case summarization and text-to-code. Let's dive deeper into what this means for businesses and why it's causing such excitement.

Enhancing Productivity with Now Assist

ServiceNow is not new to the AI scene. Their Now Assist generative AI assistant has been pivotal in phasing out manual processes, spurring productivity, and fostering collaboration. The recent addition of case summarization and text-to-code, powered by large language models (LLMs) trained on Nvidia's DGX Cloud, further elevates Now Assist's potential.

Furthermore, ServiceNow's Now Assist for Virtual Agent introduces a cutting-edge way to harness LLMs and organizational data, generating natural language responses to user queries in a virtual agent.

The Power of Case Summarization and Text-to-Code

Case Summarization

Imagine having a vast amount of case information related to IT, HR, or customer service and distilling it all into concise summary notes within seconds. That's what case summarization offers. Internal hand-offs become more efficient by streamlining this previously manual task, and employees and customers can enjoy quicker resolutions.


Developers are no strangers to the monotony of repetitive coding tasks. ServiceNow's text-to-code capability promises to be a game-changer. Developers merely need to write a plain text description, and the platform's generative AI will suggest or generate relevant code. This innovation could revolutionize how coding tasks are approached, ensuring efficient development and heightened productivity.

New Premium SKU Offerings

ServiceNow's announcement also highlighted the introduction of new premium SKU offerings across IT Service Management (ITSM), Customer Service Management (CSM), and HR Service Delivery (HRSD). These offerings are a testament to ServiceNow's commitment to hyper-automation technologies, from AI and machine learning to low-code and process mining.

A Single Source of Value: Integrating AI into the Now Platform

The Now Platform is already celebrated for automating workflows across various enterprise facets. With the incorporation of Now Assist and its generative AI capabilities, users can expect even more streamlined work experiences and greater agility.

Additional generative AI features, such as partnerships with industry giants like NVIDIA, Accenture, and Cognizant and collaborations like BigCode with Hugging Face, further underscore ServiceNow's position as a frontrunner in digital transformation.

Generative AI Vertical Use Cases

CJ Desai, president and chief operating officer at ServiceNow, sums it up best, "Generative AI's potential to radically change how we work is indisputable... Our strong traction in generative AI will help unlock productivity across the enterprise by enabling exceptional experiences and enhanced outcomes for our customers."

ServiceNow's Generative AI capabilities, leveraging NVIDIA AI supercomputing and software, have the potential to transform various industries. In healthcare, generative AI could speed up the drug discovery process, create high-resolution medical images, design customized prosthetics, and propose personalized treatment plans. In financial services, generative AI could improve fraud detection, suggest new trading strategies, generate hypothetical financial scenarios, enhance chatbots and customer service, and help design diversified investment portfolios.

Generative AI Risks

Generative AI, while powerful, poses risks such as generating misleading or false information, which can be misused or lead to misguided decisions. Additionally, ML models may unintentionally perpetuate biases or make harmful recommendations based on their training data without appropriate oversight. The same old adage of garbage in and garbage out applies to ML models. ML predictions are only as good as the quality of the training data.

General Availability

While case summarization and text-to-code are currently available to a select group of customers, the broader customer base can anticipate access in the Vancouver release this month - September 2023.

Wrapping Up

The upcoming Vancouver release from ServiceNow sets the stage for a transformative shift in how organizations approach productivity, efficiency, and customer experience. By harnessing the power of generative AI and continuously innovating, ServiceNow reaffirms its commitment to making the world work better for everyone.

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