Enterprises must do more with less and provide better service as expectations grow. Generative AI and clever “AI agents” are now significant capabilities in ServiceNow that automate labour and boost team productivity. ServiceNow has been at the forefront, baking its Now Assist generative AI experience into common workflows across IT service management (ITSM), customer service management (CSM), HR service delivery (HRSD), and beyond. In fact, ServiceNow notes it “uses the power of GenAI in its Now Assist products to amplify productivity all across your business”. The result: automated summaries, AI suggestions, and auto-generated content are becoming routine parts of enterprise work.
This blog discusses how Generative AI and AI agents are changing workflows, productivity, and costs. It also covers how ServiceNow’s AI-powered capabilities can optimize operations and provide enterprises with an edge.
What is Now Assist?
Now Assist is ServiceNow’s Generative AI experience, integrating across several workflows, including ITSM, CSM, and HRSD. This AI-driven tool allows businesses to automate many of the manual and repetitive tasks associated with these functions.
The Foundation of AI in ServiceNow
It offers users improved capabilities in the following areas through direct integration with the ServiceNow platform:
- Automated Summaries: Now Assist generates real-time ticket, incident, and case data summaries, so agents can focus on higher-value tasks and less data sifting.
- Next Action Suggestions: Now Assist recommends workflow steps based on contextual and historical data to help agents and users reply quickly, accurately, and confidently.
- Content Generation: Now Assist’s automatic issue reporting, email templates, and knowledge base articles speed team replies.
This level of automation allows employees to spend more time on complex tasks that require human intelligence, such as strategy development, decision-making, and client interaction.
How AI-Powered Workflows Enhance Business Efficiency?
Generative AI improves IT, customer service, and HR productivity, and manual, time-consuming, and error-prone workflows are widespread. Companies may cut inefficiencies significantly with AI.
1. IT Service Management (ITSM)
ITSM organizations receive many tickets, issues, and service requests daily. In the past, service desk agents manually prioritized and proposed solutions. This process was slow and error-prone. ServiceNow’s AI can classify tickets, prioritize issues, and provide solutions based on previous data and knowledge management.
- Impact on business: IT support improves efficiency and responsiveness, which in turn improves operating efficiency and cost savings, as employees spend less time on boring tasks.
2. Customer Service Management (CSM)
Businesses depend on customer service professionals to address difficulties, answer queries, and give constant support. However, agents spend a lot of time writing letters and answering questions. Now Assist automates frequently asked questions, email templates, and customer interaction-based responses.
- Impact on business: Businesses can increase customer satisfaction, response times, and agent workload by automating these procedures. This improves operational efficiency and customer satisfaction.
3. Human Resource Service Delivery (HRSD)
Onboarding, employee queries, and leave management are automatable HR tasks. ServiceNow’s AI agents simplify HR paper creation, employee request tracking, and real-time HR challenges.
- Impact on business: Automating HR activities frees up staff time for strategic tasks like talent development and organizational planning, enhancing employee satisfaction.
Business Benefits of AI in Workflows
Adding generative AI to workflows has several business advantages, especially when Now Assist and other tools are used:
- Increased Efficiency: Automating content creation, data summarization, and next steps with AI boosts productivity. According to Gartner, AI-powered automation should increase productivity by 30% in the first year.
- Improved Accuracy and Reduced Errors: AI-powered Assist eliminates data entry and reporting errors. The technology analyzes data from several sources and delivers AI-generated recommendations or summaries to assist teams in avoiding costly mistakes.
- Cost Savings: Operating costs drop significantly with workflow automation. AI reduces daily physical effort, conserving resources. Forrester anticipates AI-automated corporate activities to save 25% the first year.
- Scalability and Adaptability: Growing businesses complicate processes. ServiceNow workflows may scale with organizations to accommodate unexpected service demand or distribute duties using AI.
The Future of Generative AI in Business
Over time, generative AI will become more interwoven into company operations. ServiceNow should offer powerful AI technologies that automate tasks and provide operational insights. More data-driven decisions, better resource management, and operational efficiency will result.
DPR Solutions specializes in ServiceNow implementations and AI-driven process modernizations. We’ve helped clients across industries infuse intelligence into their operational stack. Whether integrating Now Assist into your ITSM and HRSD workflows, building custom virtual agent skills for your unique use cases, or optimizing cross-functional processes with AI and RaptorDB data fabric, our team brings proven expertise.
As a ServiceNow partner, DPR Solutions combines deep platform know-how with AI savvy to make sure you get real ROI. We focus on solution design that’s aligned to your KPIs – from faster ticket resolution to higher self-service adoption – while ensuring governance and user adoption keep pace.
Key DPR Solutions strengths:
- ServiceNow AI expertise: We know Now Assist, Virtual Agent, predictive intelligence, and all AI products.
- Workflow-centric approach: AI incorporated with ITSM, CSM, HRSD, etc., procedures provides cross-departmental benefit.
- End-to-end delivery: We guide you through AI strategy, roadmaps, custom development, and managed services.
- Proven track record: DPR Solutions automated tier-one assistance and enhanced large and small company processes.
Get Started with AI-Modernized Workflows
Generative AI and AI agents are redefining how work gets done. The question is no longer if but how quickly you’ll adopt these capabilities. With ServiceNow leading the way and Now Assist extending AI into daily tasks, the time to modernize your workflows is now. Let DPR Solutions be your guide. Contact us to discuss how to embed intelligence into your ServiceNow platform and accelerate your digital transformation with generative AI and AI agents.