The Washington D.C. release also emphasizes the role of virtual or AI agents in answering customer queries and completing tasks. ServiceNow is also working with partners to develop AI capabilities outside of their areas of expertise. The company's focus on conversational capabilities in Virtual Agent is crucial as it offers significant potential for ROI for end customers, according to Lara Greden, an analyst at IDC. The Washington release is available to all ServiceNow customers from Wednesday.
Key takeaways:
- ServiceNow is focusing on integrating more workflow automation and AI into its platform, using a combination of internal development, acquisitions, and partnerships.
- The company's latest releases, named Washington D.C., have embraced generative AI to provide features for customers looking to utilize AI in a customer service context without having to build it themselves.
- ServiceNow is also focusing on the development of virtual or AI agents to help answer customer questions and complete tasks, and is working with partners where it makes sense and is outside of their areas of expertise.
- The Washington release, which includes these new features and capabilities, is available starting on Wednesday for all ServiceNow customers.