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ServiceNow, the AI platform for business transformation, today announced its most comprehensive set of new AI innovations to date with the Now Platform Xanadu release. The Xanadu release features hundreds of new AI capabilities, expanded partnerships, innovative industry solutions, and ServiceNow AI Agents, all designed to supercharge productivity across the entire enterprise.
“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, Platform and AI at ServiceNow. “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 announced its plans to integrate Agentic AI into the ServiceNow platform and unlock 24/7 productivity at massive scale across use cases including IT, customer service, procurement, HR, software development, and more. This forward-thinking approach puts AI to work for people by redefining how AI agents collaborate with employees and customers.
Using advanced reasoning and grounded in cross-enterprise data through the Now Platform, ServiceNow AI Agents evolve from the more familiar prompt-based activity to deep contextual comprehension, keeping people in the loop for robust oversight and governance. Available this November, the first use cases for Customer Service Management (CSM) AI Agents and IT Service Management (ITSM) AI Agents are expected to reduce mean-time-to-resolution and make live agents more productive.
With the Xanadu release, ServiceNow is addressing critical enterprise needs like security and threat management, where expediency can be the difference in safeguarding IT environments.
Now Assist for Security Operations (SecOps), helps boost response times to more quickly contain security threats. With Now Assist, SecOps teams can transfer interactions with AI driven incident summarizations and interactive Q&A to automatically prioritize and respond to each security event. As a result, they can better scale incident response protocols, accelerating the assessment, prioritization, and response process for critical security threats.
ServiceNow is also bringing Now Assist to its Finance and Supply Chain Workflows, available first for Sourcing and Procurement Operations, with more GenAI capabilities to follow.
During Knowledge 2024, ServiceNow previewed an expanded partnership with Microsoft to integrate the intelligence of ServiceNow’s AI powered workflows with Copilot for Microsoft 365. With the Xanadu release, ServiceNow is officially bringing that functionality to customers, enabling new levels of employee productivity and connected experiences. The Copilot for Microsoft 365 integration is now generally available.
The expansion of Now Assist into ServiceNow’s industry offerings brings the Now Platform’s leading GenAI capabilities to telecom, media, and technology, financial services, public sector organizations, and more. With Now Assist for Telecom, Media, and Technology (TMT), Now Assist for Financial Services Operations (FSO), and Now Assist for Public Sector Digital Services (PSDS), organizations across industries can easily understand and resolve issues and requests quickly, improving customer and agent experiences.
Additionally, ServiceNow is deepening its retail footprint in the Xanadu release with the launch of Retail Operations and Retail Service Management, new solutions that unify a retailer’s ecosystem to deliver consistent and connected experiences across every channel, and in the store.
- Retail Operations empowers frontline managers and store associates to seamlessly handle day-to-day in-store tasks, like reporting a broken POS system or performing daily store open and close checks, leveraging AI and automation to improve self-service.
- Retail Service Management brings ServiceNow’s Customer Service Management capabilities to retailers, allowing customers to easily submit requests in-store and online while enabling headquarters teams to resolve both customer and store support issues from a single system.
