Since ChatGPT burst on the scene in late 2022, we’ve heard endless chatter about how generative AI (GenAI) will change everything for everyone, everywhere. At Knowledge 2024, the focus was on practical GenAI applications that provide valuable experiences for customers, employees, and customers to drive business transformation.

ServiceNow’s GenAI solutions focus on three main use cases: intent detection, content creation, and content summarization, said Jon Sigler, senior vice president for Now Platform. Intelligent chatbots, such as ServiceNow’s Now Assist, use intent detection to figure out what a customer or employee really wants even if their questions are vague or imprecise.

On the content creation front, text-to-code and text-to-flow tools enable developers to boost their productivity using natural language prompts to write software. This vastly improves their productivity: Chief Digital Information Officer Chris Bedi told the Knowledge audience that our engineers have achieved a 48% code acceptance rate from using Now Assist to translate natural language instructions into code.

Finally, content summarization helps customer and employee service reps by creating pithy, accurate summaries of complex case histories. ServiceNow’s IT service agents are able to close cases in half the time using GenAI-powered incident summarization. And our customer service agents have seen a 10% boost to the customer case deflection rate using GenAI, according to Bedi. A higher deflection rate means more customers get their problems solved immediately via self-service. Meanwhile, agents get more time to work on complex cases that require human judgment.