Available in the Now Platform Vancouver release, Now Assist integrates generative AI to accelerate productivity, improve experiences, and increase agility

New features in Now Assist are powered by a domain-specific ServiceNow LLM, built for the enterprise and optimized for accuracy and data privacy

ServiceNow, the leading digital workflow company making the world work better for everyone, today announced a major Now Platform expansion with the Now Assist family of solutions. Available in the Now Platform Vancouver release, Now Assist for IT Service Management (ITSM), Customer Service Management (CSM), HR Service Delivery (HRSD), and Creator embed the power of generative AI across all workflows on the Now Platform to help accelerate productivity, improve experiences, and increase agility for customers. To power new features within Now Assist, we are releasing a domain-specific ServiceNow large language model (Now LLM), built for the enterprise and optimized for productivity and data privacy.

“Organizations are seeking a trusted partner to help them navigate this dynamic and fast-moving era of intelligence,” said CJ Desai, president and chief operating officer, ServiceNow. “ServiceNow has thousands of customers already using the Now Platform to digitize and streamline processes across the enterprise. With our Vancouver release, we’re combining the power of the Now Platform with new generative AI features to bring AI-driven intelligence to every corner of the business, creating a catalyst for productivity and better enterprise experiences.”

Delivering enterprise-grade generative AI across every workflow

According to Goldman Sachs, generative AI will lift human productivity, adding almost $7 trillion to global GDP in the next decade¹. The Now Platform operationalizes generative AI to drive growth and help reduce costs for every customer across every business function with enterprise-grade AI designed for high levels of digital trust and privacy. Now Assist is woven into all processes and workflows to help optimize performance and is compliant with ServiceNow controls for ethical and responsible development and use.

Now Assist incorporates generative AI features such as case, incident, and agent chat summarization, virtual agent, and search capabilities that can be applied to a broad range of scenarios and functions, so every persona from employees to agents to developers can harness the power of generative AI. This foundational approach allows enterprises to bring the power of generative AI to any department and expand to other parts of the business quickly and easily.

• Now Assist for ITSM empowers enterprise IT leaders to take control of their IT experience, dramatically improving agent productivity and the employee experience with faster resolutions. Summaries of incident history and live Virtual Agent interactions deliver complete answers instead of search results so agents can resolve issues and requests faster without needing to ask users to repeat themselves. Now Assist for ITSM can also create contextual summaries of incidents and resolution notes, which help organizations implement incident management best practices and resolve more incidents in less time.
• Now Assist for CSM streamlines the customer service process from beginning to end, leading to higher agent productivity, potential cost savings, and improved customer experience. By rapidly generating summaries for cases and chats, Now Assist for CSM reduces manual work and allows agents to resolve customer issues faster. Customers also benefit from an improved self-service experience, with access to resources that help them find answers fast, leading to higher case deflection and cost reduction.
• Now Assist for HRSD helps HR leaders drive productivity and operational efficiency, reduces redundant, manual tasks for HR teams, and gets employees the answers they need quickly with little disruption to their day. HR managers can handle issues from payroll discrepancies to paperwork changes without needing to sift through loads of information by reviewing instant summaries of case topics, previous history from live chat and Virtual Agent interactions, as well as previous resolutions and actions taken. This gives HR teams the context they need to solve problems quickly and confidently.
• Now Assist for Creator helps development teams create and scale apps more quickly on the Now Platform. Trained on code from ServiceNow engineering, results are designed to be higher quality and more scalable, and the data processed on the platform is more secure than with any other code generation technology. Now Assist for Creator includes the general availability of text-to-code, which converts natural language text into high‑quality code suggestions, and in some cases complete code. Text‑to‑code helps ensure every corner of the enterprise can create seamless coding experiences that can deliver fast development and increased productivity.

AI embedded in the DNA of the Now Platform

ServiceNow’s generative AI strategy provides customers with broad and secure LLM support, through either general purpose LLMs or ServiceNow-developed models. General-purpose LLMs provide customer flexibility and currently include access to Microsoft Azure OpenAI Service LLM and OpenAI API. Built into the Now platform, domain-specific LLMs are designed specifically for ServiceNow’s workflows, use cases, and processes, and are tailored to agents, employees, customers, and IT administrators who use ServiceNow. This allows for an excellent end-user experience, unprecedented time-to-market, and high levels of transparency and governance.

For example, features within Now Assist for Search are powered by a ServiceNow fine-tuned LLM based on the NVIDIA NeMo framework and served using NVIDIA Triton Inference Server software, both part of the NVIDIA AI Enterprise software platform. These features bring to market new capabilities built from the ServiceNow and NVIDIA partnership announced in May.

What customers are saying about the Now Platform Vancouver release

Deloitte

“Deloitte’s AI-enabled solutions, shaped by our innovative mindset, help our clients unlock business value at scale from the ServiceNow platform,” said Asish Ramchandran, Chief Commercial Officer, ServiceNow Alliance at Deloitte Consulting LLP. “As a ServiceNow customer, we see the value of the platform, which will only be augmented by the addition of advanced AI capabilities, enhancing experiences and productivity for our people and clients globally while ultimately driving positive business outcomes and greater efficiency.”

Coursera

“With Now Assist for ITSM, we are able to resolve more incidents in less time, increasing productivity for the IT team while improving our employee experience,” said Darla Wolf, Senior Digital Employee Experience Manager at Coursera. “At Coursera, using generative AI tools to boost the IT team’s efficiency has enabled us to improve support for employees, who are working every day to help millions of learners and organizations access world-class learning from top universities and companies.”

NEC Corporation

“NEC has been advancing our corporate transformation with the aim of maximizing corporate value in terms of business strategy, business portfolio, financial strategy, culture, and people. Through collaboration with ServiceNow, NEC will promote efforts to integrate generative AI into every aspect of employee digital experiences and drive initiatives for advanced utilization. This will enable us not only to obtain profound expertise in digital transformation, but also to create social value,” said Hiroshi Kodama, Corporate EVP, Chief Information Officer and Chief Information Security Officer, NEC Corporation. “We will continue to help our customers progress towards their transformation goals as well as creating a better society. I believe ServiceNow and NEC will achieve this together throughout our further collaboration.”

Travelport

“As a B2B business, leveraging the generative AI capabilities within ServiceNow’s Now Assist for CSM will greatly improve our ability to support our customers. These new capabilities will allow us to quickly provide a specific answer to customers' queries, so they can get back to servicing their own customers,” said Lori Cobb, Sr. Director Digital & Technology, Global Customer Operations & Support, Travelport. “The ability to summarize the support case details during the escalation process and case closing notes will reduce the clerical work performed by our help desk agents. Removing this after call work from their daily tasks will enable them to focus on providing premier support to our customers.”

Western Sydney University

“WSU is constantly exploring new ways to deliver personalized experiences to our students and staff. Innovating with cutting-edge technologies we aim to be a market leader in transforming the higher education landscape. Our approach to AI is always with our people at the heart, ensuring that this technology continuously enhances and adds value to the human experience,” said Peter Tow, Executive Director, Strategic Project, Implementation, and Improvements at Western Sydney University. “We are very excited for ServiceNow to introduce generative AI across its workflows as part of its Now Platform Vancouver release. With these new capabilities, we will be able to harness the power of generative AI to drive innovation, enhance productivity, and tackle complex challenges at scale with creativity and precision for the benefit of our people.”

Pricing and availability

With the launch of Now Assist, ServiceNow also rolled out its generative AI pricing packages. These new SKUs allow customers to get started with Now Assist quickly and easily through pricing models built on a number of factors including value, flexibility, and simplicity. Details about generative AI pricing can be found here.

All generative AI innovations announced today are part of ServiceNow’s Now Platform Vancouver release and will be generally available in the ServiceNow Store on Sept. 29 to all customers. Information about additional Vancouver innovations can be found here.

Recognized for Completeness of Vision and Ability to Execute

Sinch, which powers meaningful conversations between businesses and their customers through its Customer Communications Cloud, today announced that the company has been positioned as a Leader in the first 2023 Gartner® Magic Quadrant™ for Communications Platform as a Service (CPaaS). The evaluation was based on specific criteria that analyzed Sinch's overall Completeness of Vision and Ability to Execute. 

Magic Quadrant reports are a culmination of rigorous, fact-based research in specific markets, providing a wide-angle view of the relative positions of the providers in markets where growth is high and provider differentiation is distinct. Providers are positioned into four quadrants: Leaders, Challengers, Visionaries and Niche Players. The research enables you to get the most from market analysis in alignment with your unique business and technology needs. 

"The recognition as a Leader, we feel, validates our strong position in a global and growing market," said Sinch CEO Laurinda Pang. "Business leaders and decision makers now recognize that a great customer experience will leverage the right communications channel, at the right time, and that businesses need to keep pace with their customers as consumer preferences evolve. We feel our strong ability to deliver against these needs is reflected in the new Magic Quadrant, recognizing the value that Sinchers around the globe deliver to our more than 150,000 business customers."

ADvendio, a leader in advertising management solutions, proudly announces its recent membership with the Interactive Advertising Bureau (IAB).

This strategic alliance underscores ADvendio's commitment to fostering innovation, industry collaboration, and shaping the future of digital advertising.

ADvendio is a global player in the advertising management software landscape, offering comprehensive solutions that empower publishers, agencies, and media companies to streamline their advertising operations. The company's robust platform provides end-to-end capabilities, including order management, programmatic advertising, and more, allowing customers to optimize their advertising processes and drive revenue growth in a competitive market.

ADvendio's decision to join IAB signifies its unwavering dedication to pushing the boundaries of innovation and collaborating with industry leaders. By becoming an active member in IAB's expansive network, ADvendio aims to contribute to industry best practices, leverage cutting-edge insights, and collectively advance the digital advertising landscape. This step aligns seamlessly with ADvendio's mission to empower customers with the latest technology that drives success in a dynamic digital ecosystem.

Bernd Bube, CEO of ADvendio, highlights the significance of this collaboration, stating, "Joining IAB is a natural progression for ADvendio as we strive to shape the future of advertising management. This membership enables us to connect with like-minded industry leaders, share insights, and collectively work towards elevating digital advertising standards. ADvendio's commitment to innovation and excellence finds a strong ally in IAB."

Reflecting on ADvendio's membership, Sheryl Goldstein, EVP, and Chief Industry Growth Officer, IAB, emphasizes the mutual benefits of this collaboration. Goldstein notes, "We're excited to welcome ADvendio into the IAB community. ADvendio's commitment to innovation aligns well with IAB's mission of advancing the digital advertising landscape. Their involvement with IAB will undoubtedly contribute to our collective efforts to drive progress, foster collaboration, and elevate industry standards."

ADvendio's membership with IAB introduces new avenues for cross-industry collaboration, networking, and knowledge-sharing, promising to lead to enhanced solutions that cater to the evolving needs of advertisers, publishers, and technology providers.

AdLarge, Flightpath, and Sounder are thrilled to announce a first-to-market, groundbreaking integration that is set to revolutionize the podcast advertising industry.

AdLarge, Flightpath, and Sounder are thrilled to announce a first-to-market, groundbreaking integration that is set to revolutionize the podcast advertising industry. Leveraging the strengths of each platform, this collaboration brings together cutting-edge technology, brand safety, contextual targeting, and customized campaign execution to elevate podcast advertising campaigns to a new level.

Sounder, known for accurately classifying publisher's content for brand safety, suitability, and contextual relevance, has further expanded its capabilities by integrating with Flightpath. This integration enables AdLarge to tap into Flightpath's Sales Availability Dashboard for campaign forecasting and planning, unlocking a new level of innovation and effectiveness for ad placement for all clients

Key Integration Highlights:

• Precision and Trust at Scale: Target contextual and/or brand-suitable inventory across AdLarge's full catalog that enables advertisers to target their message across relevant and suitable content bringing immeasurable value and security to the ad buying experience for the marketplace.
• Seamless Campaign Execution: The integration simplifies the advertising process, making it more efficient and user-friendly. Publishers can now forecast advertising tags and navigate the complexities of advertising campaign execution with confidence and ease.
• Enhanced Transparency and Accountability: AdLarge, long known for its commitment to transparency and accountability, and the first to partner with Flightpath, continues to deliver on its promise to advertisers.

"We are committed to providing the most effective and brand-suitable advertising options to our clients," said Ilwira Marciszek, SVP of Revenue Operations and Digital Sales for AdLarge. "Our partnership with Flightpath and Sounder is yet another way we are bringing to market tools that create innovative and unmatched solutions, transparency and continue to build trust within the entire process of podcast ad sales."

Brittany Hall, Sounder's Vice President of Sales and Client Success, added: "This collaboration marks a significant milestone in the world of advertising, offering advertisers unprecedented control, precision, and efficiency in their campaigns, the same way they can in other mediums like display and video."

"AdLarge is a proven leader in the industry. By bringing together two complementary partners like Sounder and Flightpath, we can work together to create significant value for the agencies and brands that AdLarge serves," remarked Flightpath CEO and Founder, Sean Howard.

Bazaarvoice and It'sRapid announced a strategic partnership to elevate brand engagement through user-generated content, images and videos.

Bazaarvoice, the leading provider of product reviews and user-generated (UGC), social commerce, and sampling solutions, and It'sRapid, a premier platform for visual content creation spanning images, videos, and display ads, have announced a strategic partnership to enhance the digital commerce experience for brands.

Through this collaboration, It'sRapid will harness the power of Bazaarvoice's social commerce features, including ratings, reviews, and UGC syndication. Bazaarvoice's UGC is accessible to consumers on e-commerce platforms and can also be viewed in physical retail settings via mobile apps, electronic shelf labels, and price checkers. Data from the Bazaarvoice Network, which encompasses over 12,000 brands and retailers, indicates a 144% increase in conversion rates when consumers interact with UGC, leading to a 162% surge in revenue per visitor.

This groundbreaking alliance between It'sRapid and Bazaarvoice aims to offer unparalleled implementation of social commerce strategies. By integrating It'sRapid's content creation capabilities with Bazaarvoice's extensive UGC solutions, brands can seamlessly connect their overarching omnichannel commerce strategies, deriving insights, analytics, and tailor-made sales and marketing services for clients of all sizes. As an example, brands can now create testimonial product videos quickly and easily using the combined capabilities of Bazaarvoice and It'sRapid.

"Integrating our visual content solutions with Bazaarvoice will significantly enhance the consumer experience and foster brand growth across various sectors," said David Feinleib, Founder and CEO at It'sRapid. "Given our shared clientele and the complementary nature of our services, this partnership is pivotal for brands aiming to engage consumers from the consideration phase through to the point of purchase."

Shaun Lin, Director of Channel Partnerships at Bazaarvoice, commented, "Collaborating with It'sRapid allows us to present genuine and invaluable UGC to consumers at every stage of their purchasing journey, empowering them to make well-informed and confident buying decisions."

Comprehensive 120fps Picture Quality Enables Gamers to Fly Freely in the Clouds and Dive Deeply into the Seas in the 3D Fantasy World

Pixelworks, Inc., a leading provider of visual processing solutions, today announced that it has partnered with a flagship game IP, Revelation, developed by the Thunderfire Business Group, a game studio of the world's leading game developer, NetEase Games, and provided visual processing solutions to optimize the display quality of the mobile version of the game. The Revelation Mobile integrates Pixelworks' Rendering Accelerator SDK to significantly enhance the visual quality for mobile gaming. Coupled with a Pixelworks X7 visual processor, the Rendering Accelerator works as a bridge, delivering an exceptional 120fps visual experience on mobile devices with low power consumption, enabling a more immersive gaming experience for mobile gamers.

Revelation Mobile is a flagship mobile game developed by NetEase Games. Centered around the theme of oriental fantasy, the game creates a 3D fantasy world where characters can soar to the heights of the heavens and plunge into the depths of the seas. It faithfully recreates the vast and beautiful Cloud Song Continent. The game boasts stunning and eye-catching visuals, from the boundless cloudscapes to the enchanting underwater scenes, all meticulously crafted to bring the world to life. Rich colors, together with impressive lighting effects, make the Cloud Song Continent, a realm where diverse human landscapes intertwine with natural beauty, even more vivid and vibrant. Players follow their characters on a journey of growth, where navigating vast expanses of distant skies and deep oceans allows them to embrace innate sense of freedom, while simultaneously enduring the challenges of pioneering exploration and harvesting unique life experiences through blocking strategies and gaming moves.

As an open-world 3D action RPG game, the visual effects rendering of skill releases by game characters during battles is exceptionally exquisite and magnificent. High frame rate graphical output and efficient power management are critical to maximize mobile gamers' immersion in the visual aesthetics and enjoy a high-quality visual experience with ultra smoothness. In order to overcome the frequently encountered limitations and challenges associated with high frame rate gaming on mobile devices as well as further enhance the picture quality of the game, the production team of NetEase's Revelation Mobile engaged in deep technical cooperation with Pixelworks. This included the integration of Pixelworks' Rendering Accelerator SDK in order to achieve comprehensive visual optimization for mobile gaming – from production to display – enabling the display of stable 120fps game visuals on Android smartphones combined with low power consumption. As a result, players are able to enjoy a more immersive gaming experience in the incredibly vivid and 3D world of Revelation Mobile.

"We are very pleased to have cooperated with Pixelworks on Revelation Mobile." said Kang Kang, Technical Lead of NetEase's Revelation Mobile. "This partnership marks a positive innovation as both parties joined efforts to explore visual optimization of mobile games and enhance the gaming experience for mobile gamers. The picture quality of mobile games has always been a crucial focus for developers given that stunning game visuals and consistently high-frame-rate graphic output are what it takes to captivate the heart of players. Optimizing picture quality requires breakthroughs in various aspects, including graphic design and production, rendering accuracy, power consumption and battery life of smartphones. This collaboration with Pixelworks has provided us with a new practical solution to optimize the performance and picture quality of mobile gaming. Moving forward, we hope to continue leveraging Pixelworks' advanced technologies and rich experience in mobile visual processing to deliver a more realistic and immersive 120fps gaming experience, enabling mobile gamers to feel the thrill of flying through the clouds and plunging into the seas in the gaming world."

"We extend our gratitude to the production team of Revelation Mobile for recognizing the merits of Pixelworks' Rendering Accelerator SDK." said Jun Fang, Senior Marketing Director of Pixelworks. "As one of the masterpieces of mobile games with high picture quality, Revelation Mobile has received unanimous praise from mobile gamers for its exquisite and realistic landscape presentation and innovative gameplay. For most mobile gamers, an immersive gaming experience is what they are after, which further emphasizes the importance of dynamic image processing and the visual display smoothness of games. We are honored to have Pixelworks' visual optimization solutions integrated into Revelation Mobile to deliver an exceptional 120fps visual experience on mobile devices, and thus help take the picture quality of mobile games to a new level. We look forward to both parties delving deeper into the realm of mobile game visual displays, unlocking more development opportunities and collaboratively crafting immersive gaming experiences for end-users."

Fusing big data with traditional research methodologies to help brands identify, grow, and nurture Brand Fandom

Data driven insights and research company MarketCast today launched MarketCast Brand Tracking+™, an innovative new research solution that aims to transform how traditional brand research is conducted by the world's top brands. Through the fusion of consumer data, ad performance data, and an industry-first Brand Fandom framework, MarketCast Brand Tracking+ will help marketers better understand how their brand performance is shifting and its direct impact on the businesses' bottom line.

Today, practically every major brand conducts brand health research, representing billions of dollars in annual marketing spending. Despite this, brand tracking methodologies have hardly changed in decades, often looking back instead of forward and relying too much on consumer surveys while ignoring available big datasets. Now, MarketCast Brand Tracker+ changes the game. By combining behavioral data, such as Search, Smart TV, Social, and Purchases, with advertising performance data and survey research, Brand Tracking+ helps marketers pinpoint why shifts in brand performance are happening, and what actions they can take with their marketing campaigns to pivot.

"The bringing together of big datasets with survey-based research will transform traditional brand tracking research from playing a passive role in the marketing organization to being a powerful signal for understanding marketing effectiveness," said John Batter, CEO of MarketCast. "With MarketCast Brand Tracking+, we are finally connecting the dots between what people think and say about brands in traditional research surveys to how they engage with them in the real-world and in real-time through product purchases and other conversions. Combined, this provides CMOs a powerful view into how brand performance directly impacts the marketing and sales funnel."

At its core, MarketCast Brand Tracking+ features an innovative Brand Fandom research model and scoring methodology that identifies the key drivers of Brand Fandom. According to MarketCast's research, fans of brands are six times more likely to pay more for that brand's products and services and fifteen times more likely to advocate for them. In addition, when brands have public missteps or ship products that miss the mark, which they occasionally do, brand fans are eight times more likely to remain loyal and even defend them.

"Fandom is every brand's superpower, and every brand wants fans, whether they are a multi-billion-dollar beverage maker or a software supplier," said Edward Trujillo, senior vice president of Brand Solutions at MarketCast. "MarketCast Brand Tracking+ helps brands create a roadmap for building Brand Fandom by identifying the factors influencing it, from people's passions and emotional connections for their favorite brands to how they engage with and advocate for them daily."

MarketCast Brand Tracking+ focuses on three core drivers of brand fandom, including:

1) Brand Presence in the market.
2) Brand Distinction in its category and among competitors.
3) Brand Relevance to the lives of the audiences it serves.

These Fandom drivers are supported by more than 40 additional inputs, gathered through consumer surveys, and then connected to millions of behavioral datapoints to understand how fans are engaging with the brands in real-time. Together, this forms the basis for a single MarketCast Fandom Score that marketers can compare over time with their competitors, and across other brand categories, while also playing a role in predicting future brand performance.