Latest Research


This content is currently locked.

Your current Info-Tech Research Group subscription does not include access to this content. Contact your account representative to gain access to Premium SoftwareReviews.

Contact Your Representative
Or Call Us:
1-888-670-8889 (US/CAN) or
+1-519-432-3550 (International)

Home > Categories > Chatbots > ServiceNow’s Orlando Release Focuses on AI With Now Intelligence

ServiceNow’s Orlando Release Focuses on AI With Now Intelligence

ServiceNow’s Orlando release introduced Now Intelligence, a set of features that strengthen ServiceNow’s lead in the AI-powered IT service management (ITSM) and digital transformation space. The latest biennial update, released in March 2020, provides fully embedded virtual agents and context-aware predictions and insights.

Highlights of the Orlando release include:

  • Virtual agents with natural language understanding. Always-on virtual agents across multiple platforms (including Slack, Teams, and Facebook Messenger) allow both customers and employees to have dynamic conversations and initiate workflows. Virtual agents can also deliver alerts to employees through these channels and can be customized to your organization’s vocabulary.
  • Chatbots can also be used to deploy customizable templates for common scenarios.
  • Predictive intelligenceAgent Assist suggests relevant content to help agents solve tickets faster, while machine learning proactively identifies similarities across open incidents and automatically categorizes, routes, and prioritizes tickets.
  • Performance analytics – Access real-time data, insights, and analytics driven by machine learning.
  • Mobile enhancements – Including mobile analytics, app management, and personal branding of the mobile app.
  • Cloud insights – Provides intelligent recommendations to manage cloud asset usage.
  • Advanced risk assessments – Uses continuous monitoring to provide data on high risk areas and noncompliance.

ServiceNow DevOps is also available as part of the release, along with over hundreds of enhancements and changes.

Source: ServiceNow Service Management at SoftwareReviews, Report Published February 2020

Our Take

The release of Orlando and Now Intelligence will help ServiceNow on multiple fronts:

  1. AI: It strengthens ServiceNow’s AI capabilities by integrating its recent acquisitions of PassageAI (a conversational AI platform) and Loom Systems (an AIOps solution).
  2. Digital Transformation: This topic is very important to ServiceNow’s new CEO Bill McDermott, who took over in November 2019 from SAP. McDermott’s vision is to grow ServiceNow from an IT vendor for CIOs to a digital transformation partner for CEOs. ServiceNow is well positioned to achieve McDermott’s vision, given the company’s successful expansion beyond IT into HR, operations, and customer service.
  3. COVID-19: Improved self-service features and 24x7 virtual agents will help companies to better support their staff working remotely and to reduce demand on ServiceNow’s contact centers. Improved instant messaging capabilities will also help contact centers and service desks by increasing their capacity – agents will be better positioned to help three or more customers simultaneously.

Low-maturity IT departments won’t be ready to take advantage of these features, but enterprises with mature processes will be able to use these AI-powered features to increase productivity and business agility.


Want to Know More?

SoftwareReviews: IT Service Management

SoftwareReviews: ServiceNow Service Management

2020 Tech Trends Report

Get Started With AI

Prepare for Cognitive Service Management

Other Recent Research in Chatbots

Chatbots

NHS Digital and Ubisend Bring Boring Documents to Life With Chatbots

Business Insider reported three years ago that 80% of businesses will invest in chatbots by 2020. And it was not alone in making such predictions. So, where do we stand with this technology? Who is using chatbots and where? Read on to find out.

Chatbots

Ubisend Helps Ombudsman Services Triage Questions With a Chatbot

Business Insider reported three years ago that 80% of businesses will invest in chatbots by 2020. And it was not alone in making such predictions. So, where do we stand with this technology? Who is using chatbots and where? Read on to find out.

Chatbots

Be Wary of Adopting a Virtual Assistant in Your Business Environment

Siri, Google, Cortana, and Alexa are always listening. This isn’t news. However, workers at Apple have access and have been reportedly listening in on more private moments which could include confidential medical or legal information.

Visit our IT Cost Optimization Center
Over 100 analysts waiting to take your call right now: 1-519-432-3550 x2019