In this preview of the ServiceNow Knowledge24 Event, taking place May 7-9 in Las Vegas, Tom Smith speaks with Dorit Zilbershot, who is Vice President of Product Management for AI, about what customers can expect.
Highlights
Building on GenAI Momentum (00:48)
Zilbershot is part of the ServiceNow platform organization leading AI and platform innovation with a focus on how GenAI and emerging technologies transform the ways that people work and how they can benefit customers. Last year at Knowledge, everyone was curious about GenAI and the company presented its vision to customers of what GenAI can do in the workplace. This year, attendees will see how the company has delivered on that vision and how customers are benefiting from the capabilities that have been delivered.
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ServiceNow executives will also detail plans to take GenAI to the next level: how ServiceNow can help customers boost productivity, partner, and collaborate with some of the key players in the market, how customers are being empowered to “self solve,” how work is transformed for knowledge workers, and how creators are enabled to drive more automation.
Early Adopters in Focus (03:27)
Asked about learnings from early adopter customers, Zilbershot says GenAI democratized AI for consumers. When ServiceNow started its enterprise journey, she continued, it expected it would be slow-moving like past technology developments. In practice, GenAI has been the opposite, with swift adoption and customers quickly realizing its value.
With all the excitement, customers are seeking advice on how to prioritize capabilities and evaluate their impact. The Washington, D.C. release of the ServiceNow Now platform will address that and customers will see how they can realize value quickly. ServiceNow also learned that some customers really want to customize capabilities to create AI that is specific to their organization; they’ll see some of those capabilities coming later in the year. A featured AI keynote will detail the company’s vision for the future of work.
Highlighting New Product Feature (06:37)
Addressing key new features in the Washington, D.C. release, Zilbershot cites:
- Now Assist for ITOM AIOps, empowering customers to quickly understand, remediate, and prevent issues using GenAI for enriched explanations.
- Natural language query in global search, powered by GenAI, allows customers to input questions in plain English and receive a visual representation of their data.
- Tools to jumpstart the AI journey with accelerators that help customers understand what use cases to start with.
Ecosystem Impact (09:10)
“GenAI is really big and not a single company can really be successful on its own,” she says. The Service Now ecosystem includes development partners such as NVIDIA and Hugging Face to develop new models to accelerate innovation; integration partners such as Microsoft, exploring synergies on how to boost employee productivity and ensure bot-to-bot integration; and implementation partners such as Accenture that are part of the AI Lighthouse Program to help customers expedite development and adoption of AI.
