ServiceNow Unveils Digital Customer Service Avatars Powered by GenAI: A Closer Look at the Technology and Collaborations
ServiceNow Unveils GenAI-Powered Digital Customer Service Avatars
ServiceNow has recently introduced its latest generative AI (GenAI) solution: digital customer service avatars. Showcased at the company’s annual event, Knowledge 24, these interactive digital characters are designed to provide more engaging and personalized experiences for both employees and customers.
In collaboration with NVIDIA, the solution is powered by ServiceNow’s Now Assist GenAI and AI enterprise software, along with leveraging Nvidia’s Avatar Cloud Engine (ACE) speech, large language model (LLM), and animation technologies.
For those unfamiliar with avatars, they are virtual assistants that act as digital representations of individuals. In customer service scenarios, customers can now speak to the avatar instead of typing questions to a chatbot, resulting in a more human-like and intelligent interaction due to the GenAI-powered capabilities of the solution.
ServiceNow has identified HR, finance, IT, retail, and travel as sectors that could benefit from adopting this technology. The company also highlighted the tool’s “personal touch” in guiding employees through work policies and software capabilities.
Although no official release dates have been confirmed following the demo at Knowledge 24, ServiceNow’s President and Chief Operating Officer, CJ Desai, expressed the organization’s commitment to pushing the boundaries of what GenAI can achieve.
“As AI becomes deeply ingrained in our everyday lives, customers and employees expect technology to intelligently learn and adapt to their individual work and communication styles,” said Desai. “We’re continuously expanding our collaboration with NVIDIA to explore new ways for people to interact with generative AI through Now Assist, to help ensure AI is a friendly, engaging, and empathetic experience for everyone, based on users’ preferences.”
The collaboration between ServiceNow and NVIDIA resulted in the development of the digital avatar using Now Assist – the GenAI innovation arm of the company’s Now Platform. The NVIDIA Ace toolkit included solutions such as automatic speech recognition, facial animation, ray-traced rendering, and enterprise AI software to create lifelike and engaging digital avatars for customer service.
While the AI avatar was a highlight of the event, both ServiceNow and NVIDIA emphasized that the GenAI technology is not limited to avatars and can enhance user interactions across various business functions.
In addition to the AI avatar, ServiceNow has announced significant collaborations in recent times. At Knowledge 24, the company revealed an integration with Genesys Cloud to create a unified solution called Unified Experience from Genesys and ServiceNow, merging contact center, journey orchestration, and workforce engagement management capabilities to enhance the customer service experience.
Furthermore, ServiceNow’s strategic collaboration with Amazon Web Services (AWS) aims to streamline case management by integrating AWS AI technology within ServiceNow workflows. This collaboration also includes initiatives for cloud transformation, automotive manufacturing, and supply chains.
To learn more about ServiceNow’s collaborations with Genesys and AWS, visit CX Today for further insights. Stay tuned for the official release of the digital customer service avatars and the continued advancements in GenAI technology by ServiceNow and NVIDIA.
