ServiceNow acquires Parlo and launches its chatbot

A few days after announcing the acquisition of compatriot Parlo and its natural language understanding engine, American ServiceNow launched its own conversational problem solving system. She assured that the California-based company is an expert in assisting management and ticketing software, and it will integrate virtual agents that can “handle employee or customer requests from start to finish” into the next version of its product. In the press release.

ServiceNow indicates that this new service will take into account the available information, so that the robot will provide personalized answers to the employee who solves the problem, for example, if he wants to change his mobile phone, he should choose his mobile plan. The Californian estimates that his virtual agent will be able to take charge of “15% to 20% of routine interactions,” thereby freeing staff from tedious and low-value-added tasks, such as changing passwords.

Not yet complete, the merger of Parlo should begin in 2019 to improve the understanding of requests and therefore the quality of the services provided by this virtual agent accessible from the Microsoft team, Slack, messaging apps, or ServiceNow internal chat. Whether it is to solve employees’ IT or human resource problems, or to ease their customer service, companies using Service Now will soon be able to create their personalized virtual agents through Now Platform.