The company believes that as more Internet of Things devices make service requests, it is increasingly important that those requests be categorized, routed and responded to. The move is expected to help the company categorize and route hundreds of thousands of machine and manual work for each ServiceNow customer, bringing the “intelligent automation” of today’s manual processes one step closer.
“ServiceNow is at the forefront of intelligent automation. Adding DxContinuum to the ServiceNow platform will move much more of the heavy lifting of work processes to machines, freeing people to focus on the highest value work,” said Dave Wright, Chief Strategy Officer, ServiceNow.
By applying DxContinuum’s machine-learning algorithms to each customer’s unique data set, ServiceNow aims to train machines on how to route IT, HR, customer service or other requests with a high level of accuracy. For example, the models could set the category of the inquiry and assign the ticket to the right team, as well as calculate associated risks. When enterprises better predict outcomes and automate actions, they can reduce costs dramatically and speed time-to-resolution.
ServiceNow claims that its customers are particularly well positioned to take advantage of machine learning. Unlike vendors whose predictive models are applied to wide swaths of data from multiple customers, its approach is tailored to each customer and their own cloud instance.
“ServiceNow already offers the industry’s most advanced software platform for automating enterprise work, and our technology will make it the smartest by far. Their customers’ rich operational data sets will produce highly accurate predictions to speed work across the enterprise,” said Debu Chatterjee, Founder and CEO, DxContinuum.
