DxContinuum has developed a predictive analysis solution that relies on machine learning and data models. The publisher has been acquired by ServiceNow, and the company will integrate this solution into its SaaS platform to manage business and IT services to automate request routing and reduce the time required to resolve cases.
Specializing in the management of IT and business services through its SaaS suite, ServiceNow announced the acquisition of DxContinuum, the publisher of California’s SaaS solutions for predictive analysis of sales and marketing activities. The obtained software is based on machine learning and data models developed by DxContinuum. ServiceNow explained in a statement that as the number of requests made through IoT devices increases, it becomes increasingly important to categorize these requests to route them appropriately and respond.
It can automatically send hundreds of thousands of requests for each customer. McKinsey believes that 49% of the time spent on daily tasks related to IT incident management, HR files, customer inquiries or security alerts can be automated, requiring the use of e-mails, telephones and spreadsheets. To increase productivity.
Automatically assign each request to the appropriate team
ServiceNow will integrate DxContinuum’s technology into its platform to train it to rank highly relevant and different types of requests, and assign each ticket to the team that can solve the problem most. The software will also be able to calculate the associated risks to reduce the cost and time to resolve cases.
DxContinuum is located in Fremont, Silicon Valley. The company was founded by current CEO Debu Chatterjee, who believes that ServiceNow’s customer operational data sets will make very precise predictions to speed up tasks within the company. The total amount of repurchase was not disclosed (all in cash). The transaction is expected to be completed this month.
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