ServiceNow launched a series of AI governance features across its Now Platform, generative AI contract management tools and an expanded Five9 partnership.
According to ServiceNow, the company is dropping more than 150 genAI features on its platform. A big part of the portfolio additions are governance capabilities. Jon Sigler, senior vice president of Platform and AI at ServiceNow, said the Now Platform has "governance at the core." ServiceNow has been forging various partnerships to help expand its reach.
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The company said its governance and security tools will give customers guardrails for autonomous AI agents. Key items include:
- ServiceNow AI Governance for Now Assist, which connects AI to security and compliance features across the Now Platform. AI Governance for Now Assist includes a unified AI inventory data model and a foundation designed to operate as an "AI control tower."
- Now Assist Guardian, which monitors how genAI is used across the platform. Now Assist Guardian will include management and mitigation of offensive content, security vulnerabilities and exposure of sensitive information.
- Now Assist Data Kit, which provides tools to manage data for AI use cases and benchmark accuracy. Data Kit will also evaluate the effectiveness of experiences built with Now Assist Skill Kit.
Now Assist Analytics, which provides a view of users and how they use Now Assist.
ServiceNow also said Now Assist will support English, French, Dutch, German, Spanish, Italian, Portuguese, and Japanese.
On the legal contract, health and safety front, ServiceNow added a bevy of tools to Now Assist. These tools include:
- Now Assist for Configuration Management Database (CMDB), which uses AI to keep a clean and accurate CMDB while reducing duplicate data.
- Now Assist for Legal Service Delivery, which is aimed at legal teams by auto-generating summaries of legal requests and use cases.
- Now Assist in Contract Management, which flags terms and missing sections in contracts.
- Now Assist for Health and Safety, a feature that simplifies incident tracking and uses genAI to summarize incidents and takeaways as well as suggested revisions for non-disclosure agreements.
In addition, ServiceNow's expanded partnership revolves around an AI joint effort that combines ServiceNow Customer Service Management (CSM) and the Five9 platform. The new capabilities will be available in the first half of 2025. Key parts include:
- Five9 TranscriptStream will be integrated into ServiceNow Interaction Management to use genAI to take notes, generate summaries and reduce average handling times.
- Five9's automated routing engine will be able to route ServiceNow digital channels and cases in Five9 channels to the right agents. Metadata from ServiceNow will be used to enrich data in Five9's platform.
- ServiceNow's Native Call Controls in the company's Agent Workspace will integrate with Five9 in one inbox and work with other features.
