– ServiceNow is focusing on bringing more workflow automation and AI capabilities to their platform
– The company is prioritizing building, acquiring, and partnering to provide long-term benefits for customers
– The latest release, Washington DC, includes generative AI features and virtual agents to improve workflow automation and customer service efforts.
ServiceNow, an enterprise software company, is focusing on bringing more workflow automation and AI to its platform. The company is working on building more refined models by internally developing, acquiring, and partnering with other companies. The goal is to create a stronger platform that prioritizes the long-term best interest of customers. The company’s latest releases, dubbed Washington DC, incorporate generative AI to provide features for customer service without the need for customers to build it themselves.
Lara Greden from IDC explains that acquisition and strategic partnerships are essential in this AI era, and startups are often the source of breakthrough capabilities in generative AI. ServiceNow is making it easier for people with domain knowledge to build intelligent workflows without developer expertise. The company’s focus on integrating generative AI to improve entire workflows, rather than just single processes, is a point of differentiation for them.
In the Washington release, ServiceNow is also emphasizing virtual agents or AI agents to help answer customer questions and complete tasks. By focusing on conversational capabilities in Virtual Agent, the company aims to provide significant potential for ROI for end customers. Platform vendors like ServiceNow play a crucial role in guiding customers with best practices around data governance and control in the AI era. The Washington release is available for all ServiceNow customers starting Wednesday.