Technology News

ServiceNow Introduces AI-Powered Industry Solutions with Latest Now Platform Xanadu Release

11 September 2024

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Zaker Adham

Summary

ServiceNow has unveiled a suite of AI-driven industry solutions in its latest Now Platform Xanadu release, designed to accelerate the value of Generative AI (GenAI) for various sectors.

With the expansion of Now Assist, ServiceNow brings its AI capabilities to industries including telecom, media, technology, financial services, and the public sector. These solutions help organizations streamline operations and enhance customer experiences through automation and intelligent insights.

Additionally, ServiceNow has introduced new Retail Operations and Retail Service Management solutions, offering a unified platform that allows retailers to provide connected and consistent experiences across all channels, including in-store interactions.

ServiceNow’s platform delivers industry-specific data models and solutions that empower organizations such as BT, Sunoco, Ignyte, and Blackhawk Network to enhance customer service and transform experiences. The expansion of Now Assist in the Xanadu release enables telecom, media, technology, and financial services organizations to leverage GenAI to improve issue resolution, increase productivity, and offer better support for customers and agents alike.

For example, Now Assist for Telecom, Media, and Technology (TMT) offers new capabilities that allow agents to quickly diagnose and resolve service issues using GenAI-powered tools, such as service problem summaries and resolution notes. These features help streamline operations, reduce handling times, and ensure efficient customer support.

Hena Jalil, Managing Director and CIO at BT Group, expressed the company's excitement about the benefits seen from Now Assist pilots, noting improvements in agent productivity and the ability to summarize complex cases more effectively. Similarly, James Moreno, Manager at Blackhawk Network, highlighted the potential for AI-driven solutions to optimize case handling and improve customer satisfaction in the financial services sector.