Every enterprise software company is striving to enhance workflow automation and artificial intelligence (AI) capabilities within their platforms. ServiceNow has been leading this initiative for some time, leveraging the extensive data it gathers from user interactions to develop advanced models.
The transition to AI involves a combination of internal development, strategic acquisitions, and broad partnerships, as highlighted by Philip Kirk, Senior Vice President of Corporate Business Development. Regardless of the approach, the primary aim is to strengthen the platform, Kirk emphasizes.
“It feels like we’re playing three-dimensional chess when deciding whether to build, buy, or partner. Our top priority is making long-term decisions that benefit our customers and set us apart in enterprise automation, an area where we excel,” Kirk stated.
Lara Greden, an analyst at IDC focused on ServiceNow, notes that expanding beyond in-house development is integral to every company's AI strategy. “Acquisitions and strategic partnerships are crucial components of corporate strategy in the AI era,” she mentioned.
“As with previous technology innovation waves, advancements in generative AI are often driven by startups that concentrate specifically on the technology. ServiceNow's acquisition approach aligns with our forecasts for becoming a leader in harnessing the value of generative AI,” Greden added.
Following IBM’s recent partnership, Celonis has announced its collaboration with ServiceNow.
ServiceNow has built upon these insights with its latest product release, named Washington DC. The company effectively integrates generative AI within its platform, optimizing the information it manages, according to Jeremy Barnes, Vice President of AI Products at ServiceNow. Having joined the company post-acquisition of Element AI in late 2020, Barnes noted that providing generative AI features enables clients to enhance customer service without needing to develop the solutions independently.
“With the Washington release, we introduce a variety of features that companies wouldn’t typically seek to develop. For those wanting to implement AI projects, having these tools built directly into our platform simplifies the entire process,” he explained.
Keith Kirkpatrick, an analyst at Futurum Group, remarked that ServiceNow is facilitating the creation of intelligent workflows for users with domain knowledge, without the need for developers or workflow specialists.
“ServiceNow is dedicated to embedding generative AI to enhance entire workflows rather than merely addressing isolated tasks. This strategic focus allows for the intelligent automation of complex, multi-step processes that previously involved considerable effort and app switching,” Kirkpatrick noted.
The latest release prominently features virtual agents or AI agents, aligning with ServiceNow’s strengths in addressing customer inquiries and completing tasks. As the company expands its AI capabilities, it collaborates with partners in areas beyond its expertise, as Greden explained.
“The focus on conversational capabilities in the Virtual Agent is crucial, as achieving effective conversational generative AI can significantly enhance ROI for customers. However, it’s a challenging endeavor,” she stated. “This is one reason platform vendors have become preferred strategic partners in the AI age; they can manage the data science required to optimize technology implementation and also offer essential best practices around data governance and control.”
The Washington release will be available to all ServiceNow customers starting this Wednesday.
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