This week, ServiceNow dabbled in Passage AI, a start-up company specializing in conversational AI, apparently hoping to enhance the technology that powers its chatbots.
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IDC analyst David Schubmehl said that the acquisition is expected to be completed by the end of the first quarter of 2020. This will help develop deeper dialogue functions to simplify the interaction of end users with the ServicesNow solution.
A more natural chatbot
David Schubmehl admits that he has never heard of Passage AI before, but he understands that “its technical knowledge and potential are linked to its deep learning model to ensure dialogue in multiple languages beyond English.”
Passage AI was established in 2016 and is headquartered in Mountain View, selling platforms for the development, training and deployment of chatbots and virtual assistants. With a fairly simple interface, API integration and its machine learning model, users can build robots covering a variety of use cases, including IT, HR, customers or 24-hour support (the three areas that ServiceNow now covers).
Forrester’s Ian Jacobs said: “Such an acquisition really helps in complex and engaging conversations.” “ServiceNow won not only a technology, but also a team that A very serious effort has been put into making the dialogue look truly natural and knowing how to recreate it.”
According to Crunchbase, the purchase price of Passage AI has exceeded $10 million, but the purchase price was not disclosed.
artificial intelligence
The news is a few days after another acquisition of ServiceNow, which was acquired by Loom Systems, an Israeli publisher specializing in AIOps. Loom Systems’ technology automatically continuously analyzes IT system logs to identify potential problems, warn those affected, and propose solutions to the problem.
The acquisition was made public on January 22. ServiceNow will integrate this AI-enhanced log analysis system into its ITSM and ITOM products.
The price of ServiceNow’s acquisition of Loom Systems has not been disclosed.
Usually, ServiceNow will “re-platform” its redemption content within 6 to 12 months, and then provide it locally to customers in the form of discounts.
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