ServiceNow, a vendor identified for automating enterprise workflows, is making a transfer with generative AI to rework historically gradual enterprise processes.

At its ongoing Data 23 convention, the Santa Clara, California-based firm mentioned it’s partnering with Nvidia to develop customized generative AI fashions for varied features of the enterprise, beginning with IT workflows.

“IT is the nervous system of each trendy enterprise in each trade. Our collaboration to construct super-specialized generative AI for enterprises will increase the aptitude and productiveness of IT professionals worldwide utilizing the ServiceNow platform,” Nvidia founder and CEO Jensen Huang mentioned whereas making the announcement with ServiceNow president and COO CJ Desai.

The partnership will see ServiceNow leverage Nvidia’s software program, providers and accelerated infrastructure. It comes at a time when international enterprises proceed to discover the potential of generative AI for driving efficiencies.

The necessity for customized generative AI

Whereas generative AI fashions like the favored GPT series, do their job fairly nicely, it’s nicely established that they study from public-domain knowledge to ship outcomes. For enterprise use instances, this might not be very efficient, because the fashions haven’t been uncovered to inside firm knowledge. 

As an example, if an worker asks about connecting to an organization’s VPN or about an inside coverage, public fashions could not be capable to reply the query precisely.

With this partnership with Nvidia, ServiceNow is seeking to handle this hole by constructing customized generative AI fashions for enterprises, fine-tuned to study from an organization’s vocabulary and supply correct, domain-specific solutions.

“It should all begin with the IT area, utilizing Nvidia’s NeMo foundational models as the start line in addition to Nvidia GPUs. Upon these, the capabilities will probably be constructed,” Rama Akkiraju, VP of AI/ML for IT at Nvidia, mentioned in a press briefing. The customized generative AI fashions will probably be supplied by way of ServiceNow’s Now platform, which already affords AI features to automate enterprise workflows throughout departments.

Deliberate use instances

With customized LLMs, Akkiraju mentioned, ServiceNow will permit its clients to focus on a number of use instances inside IT service administration and IT operations administration, together with help ticket summarization and backbone, incident severity prediction, and semantic seek for IT insurance policies (and different documentation) by means of a central chatbot expertise.

Shifting forward, the identical know-how might additionally come in useful in enhancing worker experiences by offering them with progress alternatives. As an example, the mannequin might ship personalized studying and improvement suggestions, like programs, based mostly on natural language queries and knowledge from an worker’s profile.

As a buyer of ServiceNow, Nvidia additionally plans to share its knowledge for preliminary analysis and improvement of customized fashions aimed toward dealing with IT-specific use instances. The businesses are beginning off with ticket summarization, a course of that takes about seven to eight minutes when completed manually by brokers however may very well be immediately dealt with by AI fashions.

For this job, ServiceNow is utilizing Nvidia AI Foundations cloud providers and the Nvidia AI Enterprise software program platform, which incorporates the NeMo framework and NeMo guardrails. The customized fashions, Nvidia mentioned, will probably be operating on hybrid-cloud infrastructure consisting of Nvidia DGX Cloud and on-premises Nvidia DGX SuperPOD AI supercomputers.