What’s new in San Diego - Now Platform AI Capabilities

[Christina P]

With the San Diego family release, we have some exciting AI enhancements and capabilities coming onto the Now Platform®. 

AI Search Enhancements 

AI Search is a consumer-grade search experience with personalized and relevant results made possible with natural language understanding. 

We know that answers to user queries may be hidden in multipage articles deep in a knowledge base. Valuable time and resources are spent searching for the answer manually. With the San Diego release, Virtual Agent coverage is improved by making AI Search’s Q&A Genius Results more robust. Users do not need click into articles to find the answer. The new capability in AI Search will surface the answer from the article for the user. This allows AI Search to serve as not just a fallback for VA but as a first line of defense, deflecting a wide range of questions.  

And, when it comes to international organizations, users in regions face unique challenges. Organizations may want to target content to users in any country, in any language, at any time. For example, they might have Spanish content specific to Mexico that is distinct from Spanish content specific to Spain. In addition to that, many end users expect to search across content not just in their session language, but also in English. To address this, San Diego delivers a more granular locale definition, consisting of both a language and a country code. The benefit to users is they get their country-specific content relevant to them and content both in their own session language and in English.

NLU Workbench Enhancements

In San Diego, we deliver three new features in the NLU Workbench:

1.) simplified model creation flow offering the ability to create models via .CSV import, pre-built models or start from scratch

2.) guided phases for model management and

3.) Expert Feedback Loop that takes end user or real-world utterances to improve model performance on continual basis, also known as ‘continual learning’. NLU Workbench’s Expert Feedback Loop provides visibility to selected end user VA utterances so that an administrators and domain specialists can provide feedback on predictions which will then be used to improve the model performance.

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Join us for the The Now Platform San Diego event.

Mark your calendar for the Now Platform San Diego release broadcast  

Join us for the San Diego release broadcast —a global digital experience where we’ll be unveiling exciting, new innovations in the San Diego release across different markets.  

The broadcast digital event is April 6 and is part of the Knowledge Digital Experience. Your registration for this broadcast provides free access to all that the Digital Experience has to offer, including 200+ sessions beginning in May.

Make sure to watch the San Diego release introduction session with Dave Wright, chief innovation officer, as well as 21 sessions on demand, where we’ll highlight different ServiceNow^® products, innovations, demos, and the Now Platform. The times of the broadcasts are:

• AMS: April 6 at 9:00 am PT/12:00 pm ET,
• EMEA: 7 April at 8:00 am GMT/9:00 am CET
• APJ: 7 April at 9:00 am SGT /11:00 am AEST

Register now

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