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ServiceNow announced the latest version of its AI platform, “ServiceNow AI Platform,” called “Zurich.” It will be generally available on the same day. ServiceNow Japan held a briefing to coincide with the release of the new version.
Amit Zavery, President, Chief Product Officer, and COO of ServiceNow, said of Zurich, “It enables the development of flexible and scalable AI-driven apps. It also incorporates security and governance features, and enables hybrid workflows on a hyper-intelligent platform.” First, the Build Agent is provided as a tool for easily developing applications. This tool allows business experts to intuitively develop AI apps simply by providing instructions in natural language. The Build Agent handles everything from design to construction, logic, integration, testing, and governance. The Developer Sandbox is available as a development environment for building applications on the ServiceNow platform. Unlike traditional shared development environments, “each team has their own dedicated instance, allowing them to try out ideas, APIs, and test AI-enabled workflows without interfering with other teams,” Zavery explains. This environment eliminates bottlenecks caused by waiting lists for development resources or approval processes, allowing for instant sandbox creation and rapid iterative development. Integration with version control and testing functions allow changes to be verified and quality to be ensured without affecting the production environment.
ServiceNow offers the ServiceNow Machine Identity Console as a security tool. This directly controls bots and APIs using enterprise-grade authentication functionality. The console provides centralized visibility into all API connections, including those from AI agents. For example, “the console automatically detects and warns if an outdated authentication method is being used or if an integration has not been used for more than 100 days, and suggests remediation measures,” Zavery explains. ServiceNow also offers the ServiceNow Vault Console as a template for protecting entire workflows. The console provides recommendations for protecting newly discovered sensitive data and a customizable dashboard for monitoring key metrics. Tasks that previously required manual configuration across multiple tools can now be managed in one place. Zurich also now supports task mining and process mining, which analyze the entire workflow and identify areas requiring human expertise and areas that can be automated using AI agents. Zurich also offers Agent Playbook, an intelligent assistant that automates repetitive processes such as submitting documents and filling out forms.
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For example, in a credit card reissue process, the AI handles tasks from identity verification to card suspension and reissue, allowing humans to intervene as needed. This allows “AI to handle routine tasks, allowing humans to focus on tasks requiring judgment,” according to Zavery. Masatoshi Suzuki, Executive President of サービスナウ Japan, said, “AI is a disruptive technology that dramatically changes the competitive environment. How Japanese companies master it is crucial. The era of AI agents offers an opportunity to improve productivity, a long-standing challenge for Japanese companies, and accelerate corporate transformation through digitalization.” Suzuki stated that in the next three to five years, humans will be issuing instructions to AI agents to carry out tasks, and added, “For this to happen, it is essential that systems, data, and processes within a company are digitally connected. Utilizing AI and introducing the platform that supports it is the first step toward increasing corporate value.”
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