How ServiceNow’s AI solutions are assisting businesses in making better decisions
New-age technologies like Artificial Intelligence (AI) has taken business continuity management to a level wherein managing risks and gaining insights through data analysis has become easier than before. With digitalisation of businesses picking up speed, masses of data need to be processed and AI can help process and classify the data quickly, accurately, and consistently. AI deployment will be extremely crucial for modern businesses to ensure business continuity, adds Mr. Sumeet Mathur, Vice President & Head of ServiceNow India Development Center, ServiceNow. ServiceNow is a leading digital workflow company making work, work better for people.
1.How AI driven technology can protect data, automate routine tasks, and surface meaningful insights
The current environment of uncertainty – from skills shortages, supply chain shocks and rising inflation – requires new approaches to navigate business safely. Global advances in AI have shown there are better ways to get work done more securely, efficiently, and meaningfully.
Artificial intelligence can be defined as systems that learn from data to make better decisions, actions, and experiences, and that improve with time.
AI helps teams understand data patterns faster with accuracy, identify anomalies and potentially automatically remediate troublesome issues, as well as make predictions on what may happen.
AI benefits can be divided into three key areas: prediction of incidents; those insights then create an opportunity for prevention; and eventually automating resolutions to gain efficiencies. These three areas help companies resolve issues faster, improve site reliability and performance, protect from bad actors and cuts back on costly system outages.
- How time and data are two of the most precious assets for companies in the modern era
Reclaiming time in the day is an ultimate reward. In our personal lives we’ve outsourced more and more ‘busy work’ – using food delivery apps for dinner, searching the internet for solutions, and speaking to voice assistants to turn on our TVs or to send a message to a friend. This phenomenon is only just beginning at work.
The demand is there. Employees want systems and tools that will help them work better and achieve balance. Leading organisations are taking a unified approach to digital experiences for employees and customers. Time is the ultimate currency for every person and each minute counts. If we can have the right interaction with the right person at the right moment, the quality of the outcomes are much higher.
Dashboards that help to process and visualise data can help businesses to meet people at that perfect moment in time and ultimately gain a competitive edge. This can be applied to all areas of the business from product development to accelerate innovation to dynamic marketing strategies. Business operations are being revolutionized by big data analytics, predictive analytics, and business intelligence (BI).
- Why AI is an important tool for successful implementation of business strategies in the digital age
Technology, strategy, and resilience are all integral to operating effectively today. The pandemic is a great example of how these three elements all link together. Faced with the almost overnight requirement to stand up new ways of working and serving our customers, businesses had to compress the required digital transformation from a matter of years into just a few weeks. Most succeeded because they realized that the siloed way of thinking and acting that was in place before COVID hit had to go. By thinking across the organization, businesses were able to link strategy and technology to achieve resilience.
How we define our strategy, operate all our processes, how we drive productivity, how we ensure robust security and, ultimately, how we create and deliver great experiences for our customers are all technology questions that AI can assist with solving. AI does the heavy lift, to provide visibility across all parts of the business to realign and support teams to work toward the strategic priorities, share the relevant information and get answers quickly to make informed decisions.
- How AI helps in effective customer engagement
In this hyperconnected world, AI has proven to be a game changer in the field of customer engagement. The goal of AI is to provide customers with personalized solutions and a seamless experience. However, successful AI implementation in organizations is only possible if the system is kept up to date and has access to high-quality relevant data.
AI insight generation should not be limited to cost savings for businesses but should be viewed as creating enduring business value. Customer insights obtained through AI aid in the nurturing of customer life cycle value. Chatbots are an excellent example of how AI applications help businesses create pleasant customer experiences by allowing them to self-solve the majority of their queries. AI and machine learning can enable omnichannel messaging capability, allowing your website, social media, email marketing, and customer support to work as a cohesive whole, increasing customer engagement. It also serves as a catalyst in making customers feel more connected to the brand. AI uses behavioural analysis to reveal trends and assists sales teams in pursuing only those leads that have a high chance of qualifying for conversions.
5.ServiceNow’s AI solutions that help improve productivity and elevate business experience
Over the next decade, AI will be pervasive in life and at work. We already interact with AI many times each day and often more than we realise. Leading organisations are focused on the future – to make everyday activities faster, smarter, and simpler for everyone. By embracing this shift to AI and finding better ways to get things done, companies will grow faster, be able to expand into new markets faster and hire more people to deliver meaningful experiences.
At ServiceNow, we see AI as another way to deliver value to our customers. AI is a critical piece of how we infuse added value into our customers’ digital transformation efforts. Most enterprises today struggle in this “last mile” of AI, trying to connect the predictions from disparate, external AI tools to the platform where work actually happens. ServiceNow brings AI and automation capabilities to every part of the business with the Now Platform.
ServiceNow offers purpose-built AI for our customers’ enterprise-specific use cases. Things like enterprise search, more intelligent chat bots, text understanding, answering questions, and summaries. Because we understand how customers use the Now Platform, we can apply AI to their specific content, conversations, and logs, and use our understanding within a customer’s context to derive their intent and come back with an intelligent next step to kick off a workflow on the backend.
- ServiceNow’s AI powered Service Operations that uses a single system to gain insights and act on anomalies for fast resolution
ServiceNow’s AI-powered Service Operations make use of a single platform to gather insights and act on them for faster resolution. It aids in the detection of anomalies by identifying unique data patterns that may cause problems. When services are threatened, the system manages the issues proactively and transparently. Its design complements data collection from any source and parses and classifies log files automatically. Predictive AIOPs (AI-powered operations) aid in delivering a single view of insights to make meaningful actions. Teams save time by focusing only on the most important issues.
- How ServiceNow’s new Automation Center is a must-have, allowing IT teams to easily manage all their automation deployments from a single location, maximising deployment speed and business impact
Automation Center is a new solution from ServiceNow delivering an automation Center of Excellence (CoE) led by IT – a central hub that drives greater efficiency and cost savings around the organisation. A key capability in ServiceNow’s latest Now Platform Tokyo release, Automation Centre enables IT teams to manage all of their automation deployments from one place and maximise the speed and business impact of deployments.
Key features include:
- end-to-end automation lifecycle management, starting with automation opportunity discovery from Process Optimization and Service Catalog, to manage the production workflow and publishing.
- Monitoring of automation health and triage incidents to proactively prevent automation failures, all on the Now Platform.
- Oversight of ServiceNow’s own RPA inside Automation Engine as well as provides insights on third party automations.
- Delivering complete visibility of their organization’s hyperautomation landscape in a central, vendor-agnostic hub to drive greater efficiency and cost savings across the organization. Transparent systems improve documentation of processes (like contracts) and secure payments process.
