If you think it's enough to deal with just one generative AI model, then you need to think again, warns Marius Sandbu, AI expert and cloud evangelist at Sopra Steria.
You can't even get a cup of coffee before there's something new in AI models. It happens so quickly. No matter what industry you belong to, it's a must to keep up with developments.
Recently, I stood on stage in front of over 200 experts from the business and public sectors to explain how the correct use of various AI language models can help automate job processes. The experts who attended the very first ServiceNow conference at Sopra Steria came from the transport, grocery, banking and insurance industries, as well as various public organisations. Participants came from different administrative departments and professional departments such as HR, UX, finance, and IT.
ServiceNow has become much more than a buzzword in the industry.
ServiceNow is a platform that many have taken note of because it makes it easy to automate workflows. The platform has shown that it reduces errors and allows employees to delegate more manual processes, thus allowing them to focus on value-added work.
Different language models for different purposes
But is it enough to simply use ServiceNow with generative AI? Or do we need Copilot and other generative AI models as well?
The answer is perhaps leading but crucial if you want to succeed in getting the most out of AI.
Often the problem is that people think ‘one-size-fits-all’ is the correct approach. But we need different language models for different purposes.
For example, personal AI assistants like ChatGPT and Claude are designed for conversational interaction and flexibility. Language models designed for businesses, on the other hand, are often designed for structured processes and automation across organisations. If the goal is a "nice, personal chat," a type of language model trained specifically for that purpose should be chosen, while a different assistant should be chosen if the goal is process automation.
Tips for the next leadership meeting
The ServiceNow platform has developed several language models, collectively called NowLLM, which are trained to work in the ServiceNow context. Microsoft Copilot, on the other hand, is trained and adapted to the Microsoft solution. Whether the product is called Copilot, AWS Q, or Google Vertex is therefore of little importance. It's about understanding what functions they are trained to handle and what each one can contribute to you - today or tomorrow.
Remember, it's constantly changing. Those who succeed are those who stay up-to-date and keep up with developments. Use professional networks, read posts from experts and industry leaders, and create monthly internal AI meetings in your organisation. Only then can you ensure that knowledge spreads throughout the company.
So, a tip for the agenda item at the next leadership meeting: Encourage employees to use more than one language model. Those who can see the synergies of using multiple models will undoubtedly achieve the greatest effect.