{"id":30003,"date":"2025-01-10T05:00:00","date_gmt":"2025-01-10T04:00:00","guid":{"rendered":"https:\/\/sii.pl\/blog\/?p=30003"},"modified":"2025-01-16T15:47:26","modified_gmt":"2025-01-16T14:47:26","slug":"generative-ai-on-now-platform","status":"publish","type":"post","link":"https:\/\/sii.pl\/blog\/en\/generative-ai-on-now-platform\/","title":{"rendered":"Generative AI on Now Platform"},"content":{"rendered":"\n<p><em>ServiceNow <\/em>boasts that Xanadu, the latest version of their <em>Now Platform<\/em>, is the most significant AI release in the platform&#8217;s history. And it&#8217;s hard to disagree:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>ticket summarization across various modules such as ITSM, HR, Security,<\/li>\n\n\n\n<li>e-mail and chat reply suggestions for agents to use,<\/li>\n\n\n\n<li>data visualisation,<\/li>\n<\/ul>\n\n\n\n<p>to name a few.<\/p>\n\n\n\n<p>However, the feature that sparked my interest the most was the <strong><em>Now Assist Skill Kit<\/em><\/strong><em> \u2013 a tool for developing custom features enhanced by GenAI. For that reason,<\/em> I signed up for a &#8220;Unlocking Generative AI: Building Custom Skills using Now Assist Skill Kit&#8221; webinar hosted by <em>ServiceNow<\/em>.<\/p>\n\n\n\n<p>So, how was it?<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Now Assist Skill Kit<\/strong><\/h2>\n\n\n\n<p>At first glance, the<em> Assist Skill Kit <\/em>resembles the popular Flow Designer. When accessed, we&#8217;re presented with a list of available skills (which are actions that use GenAI) with a button to create a new one. It&#8217;s worth mentioning that we can use one of eight available LLM models \u2013 including the native ServiceNow model \u2013 or our custom one.<\/p>\n\n\n\n<p><strong>The <em>skill-creation<\/em> process is easy and challenging at the same time<\/strong>. The ease comes from the interface because all we need to do is specify the input data that will be used by a prompt and what should happen next. The actual challenge is writing a good <em>prompt <\/em>that will yield satisfactory results. Luckily, we can keep checking the outputs as we improve our <em>prompt<\/em>. Once the <em>skill <\/em>is ready, it can be published on the platform.<\/p>\n\n\n\n<p>A significant upside is the option to automatically create a <em>UI Action <\/em>on the corresponding table to call the newly defined <em>skill<\/em>. Currently, this is the only direct way of using custom <em>skills<\/em>. But fret not; you can write a script to make the call so that you may use GenAI elsewhere!<\/p>\n\n\n\n<p>During the webinar, the host showcased such a custom UI Action for Knowledge Articles. GenAI was responsible for analyzing an article and providing relevant feedback based on the criteria defined in the prompt. It&#8217;s a simple but inspiring example of creative GenAI use that can actually benefit users in their everyday responsibilities.<\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full\"><img decoding=\"async\" width=\"977\" height=\"404\" src=\"https:\/\/sii.pl\/blog\/wp-content\/uploads\/2025\/01\/image1-1.png\" alt=\"Przyk\u0142adowy skill w Now Assist Skill Kit (\u017ar\u00f3d\u0142o: ServiceNow Community)\" class=\"wp-image-29996\" srcset=\"https:\/\/sii.pl\/blog\/wp-content\/uploads\/2025\/01\/image1-1.png 977w, https:\/\/sii.pl\/blog\/wp-content\/uploads\/2025\/01\/image1-1-300x124.png 300w, https:\/\/sii.pl\/blog\/wp-content\/uploads\/2025\/01\/image1-1-768x318.png 768w\" sizes=\"(max-width: 977px) 100vw, 977px\" \/><figcaption class=\"wp-element-caption\">Fig. 1 Sample skill in Now Assist Skill Kit (source: <a href=\"https:\/\/www.servicenow.com\/community\/now-assist-articles\/now-assist-skill-kit-nask-faq\/ta-p\/3007953\" target=\"_blank\" rel=\"noopener\" title=\"\" rel=\"nofollow\" >ServiceNow Community<\/a>)<\/figcaption><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\"><strong><strong>AI Agents<\/strong><\/strong><\/h2>\n\n\n\n<p><em>ServiceNow <\/em>released AI Agents at the end of 2024 for Customer Service and IT Service Management. These AI-powered agents would take over human agents&#8217; most manual and tedious workloads, allowing them to focus on the most important cases.<\/p>\n\n\n\n<p>Currently, only text processing is available, but there are plans to introduce the processing of speech, images, and videos. In their vision, <em>ServiceNow <\/em>sees AI Agent groups working on multiple cases overseen by specialist AI Admins, who would have to intervene only when necessary.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong><strong>Data visualisation<\/strong><\/strong><\/h2>\n\n\n\n<p>GenAI can also help users visualize data. All you need to do is create a <em>prompt<\/em>, and GenAI will analyze your data \u2013 even if you don&#8217;t know the specific structure of this set. And as with any other report on the platform, you can share it on a <em>dashboard<\/em>.<\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full\"><img decoding=\"async\" width=\"788\" height=\"443\" src=\"https:\/\/sii.pl\/blog\/wp-content\/uploads\/2025\/01\/image2.png\" alt=\"Przyk\u0142ad wizualizacji danych z pomoc\u0105 GenAI (\u017ar\u00f3d\u0142o: materia\u0142y ServiceNow)\" class=\"wp-image-29998\" srcset=\"https:\/\/sii.pl\/blog\/wp-content\/uploads\/2025\/01\/image2.png 788w, https:\/\/sii.pl\/blog\/wp-content\/uploads\/2025\/01\/image2-300x169.png 300w, https:\/\/sii.pl\/blog\/wp-content\/uploads\/2025\/01\/image2-768x432.png 768w, https:\/\/sii.pl\/blog\/wp-content\/uploads\/2025\/01\/image2-555x312.png 555w\" sizes=\"(max-width: 788px) 100vw, 788px\" \/><figcaption class=\"wp-element-caption\">Fig. 2 Sample data visualization with GenAI aid (source: <a href=\"https:\/\/www.servicenow.com\/blogs\/2024\/now-platform-xanadu-release-actionable-ai\" target=\"_blank\" rel=\"noopener\" title=\"\" rel=\"nofollow\" >ServiceNow<\/a>)<\/figcaption><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\"><strong><strong>Microsoft Copilot integration<\/strong><\/strong><\/h2>\n\n\n\n<p>The integration between <em>Now Platform <\/em>and <em>Microsoft Teams <\/em>is expanding. Thanks to this, <em>Copilot <\/em>will be able to redirect users to <em>Now Assist <\/em>from within the application. Say you need to access the service catalog \u2013 you&#8217;ll no longer need to open your web browser. Thanks to the integration between Copilot and Now Assist, you can do all that.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Code and flow generation<\/strong><\/h2>\n\n\n\n<p>GenAI supports not only end-users but also platform admins. One <em>prompt <\/em>can result in a draft script or <em>flow<\/em>. And it doesn&#8217;t end there \u2013 once you have a <em>flow <\/em>generated, GenAI may suggest the following actions for it to complete the process you&#8217;re building.<\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full\"><a href=\"https:\/\/sii.pl\/oferty-pracy\/\" target=\"_blank\" rel=\"noreferrer noopener\"><img decoding=\"async\" width=\"737\" height=\"170\" src=\"https:\/\/sii.pl\/blog\/wp-content\/uploads\/2025\/01\/praca-k-EN-1.jpg\" alt=\"job offers\" class=\"wp-image-30096\" srcset=\"https:\/\/sii.pl\/blog\/wp-content\/uploads\/2025\/01\/praca-k-EN-1.jpg 737w, https:\/\/sii.pl\/blog\/wp-content\/uploads\/2025\/01\/praca-k-EN-1-300x69.jpg 300w\" sizes=\"(max-width: 737px) 100vw, 737px\" \/><\/a><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\"><strong><strong>Summary<\/strong><\/strong><\/h2>\n\n\n\n<p><em>ServiceNow<\/em> states that they put a heavy focus on the further development of features utilizing GenAI. They&#8217;re actively collaborating with:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>NVIDIA,<\/li>\n\n\n\n<li>Microsoft,<\/li>\n\n\n\n<li>and IBM<\/li>\n<\/ul>\n\n\n\n<p>on this matter.<\/p>\n\n\n\n<p>When it comes to the<em> Now Platform, <\/em>we must praise the ease with which GenAI can be integrated into our platform<em> \u2013 <\/em>all according to the <em>low-code\/no-code <\/em>philosophy.<\/p>\n\n\n\n<p>All the aforementioned features surely help with everyday work, and they&#8217;re projected to only get better. Will it? Well, we can&#8217;t predict the future. However, looking at the amount of resources being poured into development and already reported benefits \u2013 such as productivity boost, cost reduction, and process enhancement \u2013 it surely is hard not to believe in GenAI&#8217;s potential.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong><strong>Sources<\/strong><\/strong><\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/www.servicenow.com\/company\/media\/press-room\/now-platform-genai-xanadu-release.html\" target=\"_blank\" rel=\"noopener\" title=\"\" rel=\"nofollow\" >ServiceNow releases its most comprehensive set of new AI innovations with the Now Platform Xanadu release<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/www.servicenow.com\/company\/media\/press-room\/now-assist-ai-industry-solutions.html\" target=\"_blank\" rel=\"noopener\" title=\"\" rel=\"nofollow\" >ServiceNow infuses new AI capabilities into purpose-built industry solutions with the Now Platform Xanadu release<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/www.servicenow.com\/company\/media\/press-room\/now-platform-ai-agents.html\" target=\"_blank\" rel=\"noopener\" title=\"\" rel=\"nofollow\" >ServiceNow to unlock 24\/7 productivity at massive scale with AI agents for IT, Customer Service, Procurement, HR, Software Development, and more<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/www.servicenow.com\/blogs\/2024\/now-assist-microsoft-copilot\" target=\"_blank\" rel=\"noopener\" title=\"\" rel=\"nofollow\" >Let Now Assist and Microsoft Copilot show you how to put AI to work<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/www.servicenow.com\/blogs\/2024\/now-platform-xanadu-release-actionable-ai\" rel=\"nofollow\" >The Now Platform Xanadu release: Actionable AI across the enterprise<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/www.servicenow.com\/community\/now-assist-articles\/how-to-approach-building-custom-generative-ai-solutions-using\/ta-p\/3006669\" target=\"_blank\" rel=\"noopener\" title=\"\" rel=\"nofollow\" >How to approach building custom generative AI solutions using Now Assist<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/www.servicenow.com\/community\/now-assist-articles\/now-assist-skill-kit-nask-faq\/ta-p\/3007953\" target=\"_blank\" rel=\"noopener\" title=\"\" rel=\"nofollow\" >Now Assist Skill Kit (NASK) FAQ<\/a><\/li>\n<\/ul>\n\n\n\n<p>***<\/p>\n\n\n\n<p>If you are interested in other tools used in the IT industry, be sure <a href=\"https:\/\/sii.pl\/blog\/en\/all\/tools\/\" target=\"_blank\" rel=\"noopener\" title=\"\">to take a look at our experts&#8217; articles<\/a> \ud83d\ude42<\/p>\n\n\n<div class=\"kk-star-ratings kksr-auto kksr-align-left kksr-valign-bottom\"\n    data-payload='{&quot;align&quot;:&quot;left&quot;,&quot;id&quot;:&quot;30003&quot;,&quot;slug&quot;:&quot;default&quot;,&quot;valign&quot;:&quot;bottom&quot;,&quot;ignore&quot;:&quot;&quot;,&quot;reference&quot;:&quot;auto&quot;,&quot;class&quot;:&quot;&quot;,&quot;count&quot;:&quot;4&quot;,&quot;legendonly&quot;:&quot;&quot;,&quot;readonly&quot;:&quot;&quot;,&quot;score&quot;:&quot;5&quot;,&quot;starsonly&quot;:&quot;&quot;,&quot;best&quot;:&quot;5&quot;,&quot;gap&quot;:&quot;11&quot;,&quot;greet&quot;:&quot;&quot;,&quot;legend&quot;:&quot;5\\\/5 ( votes: 4)&quot;,&quot;size&quot;:&quot;18&quot;,&quot;title&quot;:&quot;Generative AI on Now Platform&quot;,&quot;width&quot;:&quot;139.5&quot;,&quot;_legend&quot;:&quot;{score}\\\/{best} ( {votes}: {count})&quot;,&quot;font_factor&quot;:&quot;1.25&quot;}'>\n            \n<div class=\"kksr-stars\">\n    \n<div class=\"kksr-stars-inactive\">\n            <div class=\"kksr-star\" data-star=\"1\" style=\"padding-right: 11px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 18px; height: 18px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" data-star=\"2\" style=\"padding-right: 11px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 18px; height: 18px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" data-star=\"3\" style=\"padding-right: 11px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 18px; height: 18px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" data-star=\"4\" style=\"padding-right: 11px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 18px; height: 18px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" data-star=\"5\" style=\"padding-right: 11px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 18px; height: 18px;\"><\/div>\n        <\/div>\n    <\/div>\n    \n<div class=\"kksr-stars-active\" style=\"width: 139.5px;\">\n            <div class=\"kksr-star\" style=\"padding-right: 11px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 18px; height: 18px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" style=\"padding-right: 11px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 18px; height: 18px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" style=\"padding-right: 11px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 18px; height: 18px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" style=\"padding-right: 11px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 18px; height: 18px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" style=\"padding-right: 11px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 18px; height: 18px;\"><\/div>\n        <\/div>\n    <\/div>\n<\/div>\n                \n\n<div class=\"kksr-legend\" style=\"font-size: 14.4px;\">\n            5\/5 ( votes: 4)    <\/div>\n    <\/div>\n","protected":false},"excerpt":{"rendered":"<p>ServiceNow boasts that Xanadu, the latest version of their Now Platform, is the most significant AI release in the platform&#8217;s &hellip; <a class=\"continued-btn\" href=\"https:\/\/sii.pl\/blog\/en\/generative-ai-on-now-platform\/\">Continued<\/a><\/p>\n","protected":false},"author":586,"featured_media":30001,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_editorskit_title_hidden":false,"_editorskit_reading_time":0,"_editorskit_is_block_options_detached":false,"_editorskit_block_options_position":"{}","inline_featured_image":false,"footnotes":""},"categories":[1319],"tags":[1651,1644,1639,1590,1526,1442],"class_list":["post-30003","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-soft-development","tag-poradnik-en","tag-servicenow-en","tag-przeglad-narzedzi-en","tag-tools","tag-guidebook","tag-ai-en"],"acf":[],"aioseo_notices":[],"republish_history":[],"featured_media_url":"https:\/\/sii.pl\/blog\/wp-content\/uploads\/2025\/01\/Generatywna-AI-na-Now-Platform.jpg","category_names":["Soft development"],"_links":{"self":[{"href":"https:\/\/sii.pl\/blog\/en\/wp-json\/wp\/v2\/posts\/30003"}],"collection":[{"href":"https:\/\/sii.pl\/blog\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/sii.pl\/blog\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/sii.pl\/blog\/en\/wp-json\/wp\/v2\/users\/586"}],"replies":[{"embeddable":true,"href":"https:\/\/sii.pl\/blog\/en\/wp-json\/wp\/v2\/comments?post=30003"}],"version-history":[{"count":2,"href":"https:\/\/sii.pl\/blog\/en\/wp-json\/wp\/v2\/posts\/30003\/revisions"}],"predecessor-version":[{"id":30098,"href":"https:\/\/sii.pl\/blog\/en\/wp-json\/wp\/v2\/posts\/30003\/revisions\/30098"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/sii.pl\/blog\/en\/wp-json\/wp\/v2\/media\/30001"}],"wp:attachment":[{"href":"https:\/\/sii.pl\/blog\/en\/wp-json\/wp\/v2\/media?parent=30003"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/sii.pl\/blog\/en\/wp-json\/wp\/v2\/categories?post=30003"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/sii.pl\/blog\/en\/wp-json\/wp\/v2\/tags?post=30003"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}