Elevate your service

with Gen AI by ServiceNow

 

Our Servicenow solutions

 

7 ways Gen AI by ServiceNow Revolutionizes your Service and drives Operational Efficiency

7 Key Gen AI-powered functionalities of ServiceNow 

Whether in healthcare, finance, manufacturing, or any other sector - every industry striving for smarter, faster service can leverage the power of ServiceNow’s GenAI. The AI-powered functions integrate effortlessly into every department, fully adaptable to each team’s unique workflows and priorities.

ServiceNow achieves this through seven core GenAI functionalities, seamlessly integrated into the platform's features. They enable smarter operations and enhance performance across the platform, whether in CRM, Field Service, HR, Finance, IT Support, Production, or any other department.

The AI-functionalities Analyze, Generate, and Summarize help businesses surface insights, speed up content creation, and condense information—fueling sharper decisions. Simplify, Personalize, and Suggest/ Improve fine-tune communication by tailoring content, cutting complexity, and guiding next steps. Automate/ Augment clears repetitive tasks, freeing employees to focus on what drives real value and efficiency.

iStock-1488105257square-modified

 

1. Analyze  

    Find key topics and trends



2. Generate

     Create consumable content from existing data



3. Summarize

     Reduce content to essential points



4. Simplify

     Rephrase complex content

5. Personalize

     Detect sentiment and create context-specific content


6. Suggest/ Improve

     Propose improvements or a possible next step


7. Automate/ Augment

     Simplify or replace mundane approvals or tasks

 

 

Gen AI-Powered Functions Explained

 
Examples of Practical Applications and Benefits
Customer Support  |  Field Service  |  IT Support Roles

 

1. Analyze

Find key topics and trends

The GenAI-powered analysis function in ServiceNow enables companies to gain valuable insights by identifying patterns and trends across large volumes of data. It can detect recurring issues, customer feedback, or operational inefficiencies, allowing businesses to address them proactively. By automating the analysis of data, GenAI enables faster decision-making and ensures resources are allocated to high-priority areas. This leads to more informed strategies, improved customer experiences, and optimized processes.

  
 

iStock-1911521660square-modified (1)

 

Customer Service Agent

Example: GenAI scans customer tickets to identify recurring product bugs or service disruptions reported by multiple users.

Benefit: By spotting trends early, agents can quickly escalate the issue to the appropriate team, ensuring faster resolutions and minimizing downtime for customers.

 

Field Service Employee

Example: A technician is dispatched to repair an HVAC system at a client site. Before troubleshooting, they use AI Search to analyze past service tickets for similar failures and identify common root causes.

Benefit: Speeds up diagnostics by leveraging historical data, reducing downtime for the customer.

IT Support Agent

Example: Analyzes the severity of IT issues by evaluating keywords and historical data to determine whether an issue is critical or low priority.

Benefit: This allows IT support agents to focus on high-priority incidents first, ensuring that critical issues are resolved faster and minimizing disruptions for users.

 

2. Generate

Create consumable content from existing data

The Generate function powered by GenAI  streamlines content creation by automatically generating responses, reports, or documents based on existing data. For example, it can auto-generate customer support replies, create personalized service reports, or produce knowledge base articles from ticket histories. This enables businesses to quickly produce accurate, consistent outputs, reducing manual effort and time spent on repetitive tasks. By maintaining quality standards and ensuring consistency across communications, the Generate function significantly boosts efficiency and productivity.

Customer Service Agent

Example: Creates knowledge base articles from common customer issues and ticket histories.

Benefit: Support agents can easily access and share these articles with customers, reducing repetitive inquiries and enabling faster self-service resolution.

 

 

 

 

Field Service Employee

Example: Generates checklists for each service task based on the type of equipment or issue.

Benefit: This ensures field service employees don’t miss any crucial steps during their work, improving service quality and consistency.

 
IT Support Agent

Example: Creates pre-filled incident reports by pulling details from system logs and user inputs.

Benefit: This saves IT agents time on manual data entry, allowing them to focus more on resolving the actual issue.

 

iStock-1096811078square-modified

 

 
 
 

3. Summarize

Reduce content to essential points

With the help of the Summarize function, companies condense large volumes of information into clear, concise overviews. It automatically extracts key points from complex documents, incident histories, or lengthy communications, ensuring that essential information is easily accessible without manual review. For example, it can summarize lengthy support tickets, customer interactions, or compliance reports into short, actionable insights. This allows employees to quickly grasp the most important details, saving time, improving decision-making, and reducing information overload across teams.

Customer Service Agent

Example: Summarizes long customer email threads into key points.

Benefit: Helps agents quickly understand customer issues without reading through entire conversations, speeding up resolution.

 

Field Service Employee

Example: Summarizes past maintenance logs for a specific client or machine.

Benefit: Helps agents understand service history and recurring issues, improving diagnostics.

IT Support Agent

Example: Summarizes chat or call transcripts from escalated cases.

Benefit: Provides a clear overview when taking over cases, ensuring smooth handovers.

 

4. Simplify

Rephrase complex content

The function for simplification enables companies to rephrase complex content into clear, concise, and easily understandable language. It removes unnecessary jargon, technical terms, or lengthy explanations, ensuring that all communication - whether internal or external - is accessible and user-friendly. By breaking down complicated information, it improves knowledge sharing, enhances customer interactions, and reduces misunderstandings, ultimately saving time and boosting efficiency.

Customer Support Agent

Example: Simplifies complex billing details for customer queries.

Benefit: Ensures clear communication, minimizing back-and-forth and misunderstandings.

 

 

 

 

Field Service Employee

Example: Simplifies customer instructions for post-service maintenance.

Benefit: Ensures customers understand how to maintain equipment, leading to fewer return visits.

 
IT Support Agent

Example: Converts detailed patch notes or system updates into brief summaries.

Benefit: Keeps the team informed without overwhelming them with technical jargon.

 

5. Personalize

Detect sentiment and create context-specific content

The GenAI-driven Personalize function tailors interactions and content based on real-time context, user preferences, and sentiment analysis. It detects the tone and intent behind communications, dynamically adjusting responses and recommendations to suit individual needs. For instance, it can adjust the user interface to align with individual workflows, recommend relevant knowledge articles, or modify communication styles to match user preferences. This leads to more human-like, empathetic, and relevant customer or employee experiences, fostering satisfaction, loyalty, and efficiency.

  
 
iStock-1184382530 (1)square-modified

 

Customer Service Agent

Example: Automatically adjusts tone in replies based on the customer’s mood (e.g., calming tone for frustrated customers).

Benefit: Enhances customer satisfaction by responding empathetically to their emotional state.

 

Field Service Employee

Example: Provides personalized inventory lists based on the technician's service history.

Benefit: Ensures necessary parts are on hand, reducing delays.

IT Support Agent

Example: Provides personalized dashboards displaying metrics pertinent to the agent's tasks.

Benefit: Enhances productivity by centralizing critical information.

 

6. Suggest/ Improve

Propose improvements or a possible next step 

The Suggest/ Improve function within ServiceNow's GenAI-capabilities enhances workflows by providing intelligent recommendations and optimizations. By analyzing data patterns and user behaviors, it offers actionable suggestions to refine processes, content, and decision-making, leading to increased efficiency and effectiveness across various roles. For example, it can recommend improvements to knowledge base articles based on customer inquiries, suggest optimal scheduling adjustments for field service teams, or propose security patches for IT systems based on performance analytics.

Customer Support Agent

Example: Identifies patterns in customer feedback to propose service enhancements.

Benefit: Improves customer satisfaction by addressing recurring issues.

 

 

 

 

Field Service Employee

Example: Suggests preventive maintenance tasks after analyzing equipment performance trends.

Benefit: Reduces unexpected failures, extending equipment lifespan.

 
IT Support Agent

Example: Recommends configuration changes to optimize system performance.

Benefit: Ensures efficient resource utilization and system stability.

 

iStock-1353357410square-modified (1)

 

 
 

7. Automate/ Augment

Simplify or replace mundane approvals or tasks

The function to automate/ augment improves operational efficiency by automating routine tasks and augmenting complex workflows. By leveraging AI-driven automation, it allows employees to focus on higher-value work while reducing manual errors, saving time, and enhancing productivity. For example, the system can automatically route requests to the correct departments, trigger follow-up tasks based on certain conditions, or even handle approval processes, reducing bottlenecks. This helps improve service quality, speed up response times, and allow teams to scale operations without increasing workload.

 
Customer Service Agent

Example: It can automatically categorize and route support tickets to the appropriate department, reducing manual triage efforts.

Benefit: Speeds up ticket resolution and reduces human error in ticket assignment.

 

Field Service Employee

Example: Automatically schedules and assigns service calls based on technician availability and geographic location.

Benefit: Reduces manual scheduling effort and optimizes route planning for field service teams.

IT Support Agent

Example: Automatically runs diagnostic tests on IT systems and generates tickets for any issues found.

Benefit: Accelerates issue detection and resolution, ensuring minimal downtime.