ServiceNow, a cloud-based ITSM expert, has just acquired a start-up company specializing in natural language understanding. According to the publisher’s press release, the company is called “FriendlyData” and can “ask questions in fluent English and can answer directly or get quick feedback in the form of DataViz.”
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Acquisition can further simplify all ServiceNow tools
FriendlyData’s NLQ (Natural Language Query) platform will be fully integrated into the PaaS of this layer, which can provide support for the Now platform ServiceNow tools.
The goal of this technology is to simplify the use of all products, and it will become the basis for robots that can answer questions in a “data”-first manner.
ServiceNow is no longer the sole agent in ITSM. Its growth strategy allows it to expand “service management” to other areas of the company.
First, ServiceNow has a foothold in IT security. He then turned to HR services (competing with PeopleDoc, which is now Ultimate) to answer internal questions from employees about his situation, and customer relationship services (for Cloud Services of Salesforce) to manage the problem-solving process involving multiple internal skills .
The publisher also released a BPM-like low-code/no-code development studio for creating tailor-made business applications according to their own processes (the offer is called the scope of the “smart application” editor).
Today, according to Gartner’s 2018 Magic Quadrant report, ServiceNow’s pure ITSM revenue will be less than half of its total revenue-despite this, it is still the clear leader.
“Replateformer” FriendlyData will take several months
In an exchange with LeMagIT, ServiceNow French Technical Director Matthieu de Montvallon explained that the publisher’s technical strategy is not to accumulate solutions, but to redo in depth so that they are completely seamlessly connected to the rest of the platform (“replateformer”).
For CTOs, this is often different from other participants, who tend to provide bricks without integration or easy bridges between bricks (for example, a process usually done on Salesforce).
The flip side of the coin is that this work takes several months. Therefore, the FriendlyData technology should not be used in ServiceNow until mid-2019.
Conversational user interface: a major ServiceNow project
ServiceNow is not a big buyer of emerging companies. FriendlyData is the twelfth acquisition since 2013. However, its frequency has been increasing recently to enhance its platform in three key areas: different forms of analysis (DxContinuum and VendorHawk), mobility (SkyGiraffe) and therefore artificial intelligence and chatbots.
In this area, ServiceNow has acquired the startup Parlo in May, which is a startup company specializing in natural language processing (NLP). The goal is to make the interaction with its solutions more “conversational” so that “everyone’s daily work interactions are simpler, more accessible and more natural.”
The virtual agent reached the publisher’s offer through the London edition released in September. However, these robots have not yet benefited from Parlo’s technology. At the beginning of next year, with the release of the Madrid version, its NLP will inject funds into these agents. It is time for the technology to “re-platform” again.
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