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ServiceNow announces expanded collaboration with Microsoft, IBM to advance AI capabilities for employees, customers

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Azunta Gaviola

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2 weeks ago

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Global – Software development firm ServiceNow has announced that it has established partnerships to advance the capabilities of artificial intelligence in increasing productivity among customers and partners as well as enhancing their choice and flexibility. 

This announcement was launched during the company’s recently concluded Knowledge 2024 event, where it introduced their extended collaboration with Microsoft and IBM.

In this initiative, ServiceNow’s Now Assist and Microsoft Copilot will combine their generative AI assistants into a single enterprise experience. This integration aims to simplify the creation of value for enterprise workers and unlock new avenues of productivity for employees.

Furthermore, the two will interact to assist employees in performing common productivity tasks on their current platform. This move is made possible by the integration of Now Assist’s intelligence with ServiceNow’s AI-powered workflows with Microsoft Copilot, creating a more holistic and connected experience. 

Copilot will also be able to transfer employee requests to Now Assist in Microsoft Teams. Whether it’s resolving a customer’s support issue or even getting connected to a live agent for assistance on a complex problem, Now Assist will provide employees with responses and recommend actions in a conversational manner. 

Meanwhile, the company’s latest collaboration with IBM intends to incorporate watsonx.ai and IBM Granite foundation large language models into its Now Assist GenAI experience for ServiceNow customers. This will bring together improved assistance for customers in terms of using the two AI platforms to help accelerate workflow productivity. 

Customers will further gain enhanced access to watsonx through the company’s integration hub, enabling them to connect their ServiceNow workflows to models they have developed and tuned within watsonx.ai, IBM’s enterprise studio for AI builders.

By expanding its portfolio with the said alliance, businesses can now have an additional option for building and scaling responsible GenAI applications using enterprise-relevant data. Access to these models will also enhance Now Assist’s multilingual capabilities and improve functions such as summarization, virtual agent conversational exchanges, and resolution generation. This will help customers boost productivity, speed up delivery, and improve issue resolution.

Speaking about these initiatives, CJ Desai, president and chief operating officer at ServiceNow, said, “We strongly believe that the next shift in generative AI will result from the collaboration of industry leaders putting AI to work for their customers. We’re on our way to bringing the best of both worlds with the combined power of Now Assist and Microsoft Copilot to transform how work happens.” 

“Today’s news marks a new chapter in the way businesses will operate. With Microsoft as our partner, we’re enabling a smarter way to work, where generative AI assistants can cohabitate and interact to unlock new levels of productivity,” continued CJ. 

He further stated, “Our expanded collaboration with IBM reinforces our GenAI strategy to prioritise choice and flexibility for customers. We are giving organisations access to two of the top AI platforms, working together to fuel a new era of enterprise productivity and innovation. The Now Platform helps customers deploy the LLM that best fits their unique needs, and incorporating watsonx models will help customers create more intuitive, efficient, and seamless experiences.”

Rajesh Jha, executive vice president of Experiences + Devices at Microsoft, also commented, “At Microsoft, we are committed to helping our customers adapt and thrive in this new age of AI. Fundamental shifts are transforming productivity for every individual, organisation, and industry, which is why our work with ServiceNow is so valuable.” 

“The seamless integration of our AI-powered assistants will help usher in improved levels of employee and IT productivity, reduce context switching, and ensure easier execution of everyday work tasks, adding to the value of our customers’ technology investments,” he said.

Meanwhile, Rob Thomas, senior vice president, software, and chief commercial officer at IBM, shared, “Organisations that can turn data into a competitive advantage are the ones that will win with AI. By expanding our collaboration with ServiceNow to combine watsonx with the ServiceNow platform, together we’ll enable clients to generate more insights from their data, which can help them unlock the full value of AI throughout their enterprise.”

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