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Nvidia announced a partnership with ServiceNow to build domain-specific generative AI models for the enterprise.
ServiceNow is a SaaS provider focused on IT service management tools. The company develops custom large-scale linguistic models trained on data specifically for its ServiceNow platform, a cloud-based workflow automation platform. ServiceNow will use Nvidia’s NeMo foundational models as a starting point and train its sophisticated models on Nvidia GPUs, starting with IT domain models.
Rama Akiraju, Nvidia’s vice president of AI/ML in IT, explained in a press conference how generative AI is changing business. Text generation and summarization, real-time language translation, coding assistance, rapid image-based generation, and drug discovery are promising use cases in the generative AI enterprise. Akiraju noted how business leaders are actively creating proofs of concept to discover how the capabilities of these technologies apply to their use cases. A recent Accenture report found that 98% of global executives agree that foundational AI models will play an important role in their organization’s strategies over the next three to five years.
With a tendency to hallucinate misinformation, foundational models like GPT-4 trained on public domain data are not necessarily ready for enterprise use cases, especially those that require a high level of accuracy.
We know that generative AI models can learn well from public domain data sources to perform many tasks such as text summarization and translation, writing assistance and image generation, etc. I haven’t seen it, said Akiraju.
Domain-specific enterprise data can refine these underlying models to customize them for specific industries. These customized models can be further deployed and hosted, and when used in production, businesses can continuously deploy guardrails to ensure they are being used safely and efficiently.
“To bring generative AI into enterprises, we need to adapt those models, the core models, teach them enterprise language and enterprise-specific skills so they can be more responsive internally with proper protection,” Akiraju said.
Akkiraju gives an example of a new hire trying to connect to a VPN company: “If I ask a generative AI model how to connect to a VPN as a new employee, it shouldn’t answer based on some other public domain knowledge. company. It should, in fact, respond to knowledge articles or information available on the company’s intranet and be very specific to the policies provided for connecting to the VPN.
This is one of the many use cases for generative AI capabilities in the IT domain, including help desk and IT ticket summarization and enterprise search capabilities to help IT professionals find domain knowledge. Artificial intelligence can also help detect, predict and mitigate IT service disruptions. Automated resolution is another way, as chatbots and Q&A systems can help users resolve issues themselves without waiting in line.
NeMo offers fast tuning, perfect supervision and knowledge mining tools. (Source: Nvidia)
As part of this partnership, ServiceNow is also improving Nvidia’s IT operations by using Nvidia data to customize Nvidia NeMo foundation models that run on hybrid cloud infrastructure, namely the Nvidia DGX Cloud and its premium DGX SuperPOD AI supercomputers. ServiceNow uses Nvidia’s AI Foundations cloud services in conjunction with the Nvidia AI Enterprise software platform, which includes the Nvidia NeMo framework. NeMo offers rapid tuning, supervised refinement and knowledge acquisition tools, as well as safety and security features as part of its NeMo Guardrails software.
One of the first use cases for this collaborative effort is IT ticket summarization. According to Akkiraju, the current help summary takes about seven to eight minutes for each agent. Generative AI can save valuable time for busy service agents by automating these summaries and adding to the company’s knowledge base.
The two companies also envision using this technology to improve the employee experience by identifying opportunities for growth, such as customized learning and development recommendations based on their natural language queries.
“IT is the nervous system of every modern enterprise in every industry,” said Jensen Huang, founder and CEO of Nvidia. “Our collaboration to build super-specialized generative artificial intelligence for enterprises will increase the capabilities and productivity of IT professionals around the world using the ServiceNow platform.”
“As adoption of generative AI continues to accelerate, organizations are turning to trusted vendors with battle-tested, secure AI capabilities to increase productivity, gain competitive advantage, and maintain data and IP security,” said CJ Desai, president and chief operating officer. of ServiceNow. “Together, Nvidia and ServiceNow will help drive new levels of automation to drive productivity and maximize business impact.”
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