ServiceNow adds AI to low-code platforms

Data management software provider ServiceNow launched a new version of its Now Platform called Quebec on March 11. It has extended native AI functions and new low-code application development tools, designed to support line-of-business employees to quickly develop new applications.

As companies continue to update the way they operate, platforms such as ServiceNow are achieving the digital speed, agility, and flexibility needed to create the tools needed to do business in 2021.

Low-code workflow revolution

No-code and low-code development means that the software is complex at the bottom, but has a simple enough user interface for line-of-business employees to modify and use. Through low-code development, non-IT personnel can build and customize standard business applications and make them directly related to the business they do every day-at their desk or elsewhere. Drop-down menus and wizards that are used in an intuitive way are the key to low code. Changes are made in real time, so results can happen in real time. ServiceNow has been the leading supplier of this development software.

For this latest version, the company also introduced Creator Workflows to join its existing IT, employee, and customer workflow product portfolio. Creator Workflows has ServiceNow’s low-code development tools, App Engine and IntegrationHub, which allow companies to massively update old manual processes to modern digital workflows.

• Application Engine Studio Through a fast, intuitive and guided low-code visual development environment, people with no coding experience can collaborate and build applications, thereby accelerating the large-scale development of applications.
• App Engine template Give the team access to pre-built workflow building blocks so that citizen developers can take the lead in building applications without having to start from scratch.

With the release of the Quebec version, ServiceNow provides a unified platform and data model, so users can continuously monitor and optimize business processes. This can proactively identify and avoid bottlenecks and enable employees to work in an increasingly decentralized manner, as returning to the office after a pandemic has become an option for some organizations. Three additional new workflow solutions include:

• Process Optimization Enable IT and customer service organizations to intuitively create and improve the underlying processes that drive the workflow, and proactively identify and avoid process bottlenecks to accelerate problem resolution.
• Workforce optimization Provide working space for IT and customer service managers to help organizations optimize productivity. This workspace monitors real-time agent productivity, workload, and KPIs across multiple channels to improve the customer experience.
• Engagement messenger Extend self-service to 3rd party portals to realize AI search, knowledge management, case and virtual agent interaction, thereby increasing case deflection and improving customer satisfaction.

Machine learning, native AI solutions

The Now Platform Quebec version has new native AI features, including:

• ITOM predictive AIOps, Anticipate problems before they become problems and help organize automated solutions;
• Virtual agent Enhanced functions to accelerate the realization of value through guided settings and topic recommendations, and accelerate incident resolution through an end-to-end AI-driven conversation experience; and
• Artificial intelligence search, It provides a consumer-level search experience for employees and customers, and directly provides people with the personalized, relevant and actionable information they need from the search window in service portals, mobile devices and virtual agents.

These new features represent the AI ​​capabilities acquired by Loom Systems and Attivio, and they have been incorporated into the Quebec version. The new version also includes advanced AIOps features that allow users to gain a deeper understanding of digital operations and minimize and fix incidents before they become problems.

Finally, ServiceNow announced new innovations to help organizations increase employee engagement across the enterprise, including General request. Universal Request enables agents to collaborate and transfer work orders across departments, while letting employees know the status of work orders so that employees can focus on their work without worrying about where the application goes.