Concierge-level digital service
Lokey showed a live example of an employee working at home who gets “video-bombed” in a Zoom session, raising security concerns and causing her to cancel the meeting. Using a mobile app, she quickly reports the issue to an intelligent virtual agent, which solves the issue by upgrading her laptop software, and even orders her a better monitor and keyboard to help her be more productive while working at home. Predictive intelligence helps orchestrate next-day delivery of the new equipment.
“This is personalized, next level help,” said Lokey. “Like a concierge at a five-star hotel. And we all want to be treated this way.”
However, there’s a lot more digital intelligence working behind the scenes. Behind the virtual agent’s slick interface, Desai explained, is an array of orchestrated workflows that connects cybersecurity functions to IT help desk and logistics support.
Reporting the video-bombing incident triggers machine-learning applications on the back end to analyze and compare it with other similar incidents across the global network. After these apps identify the proper security fix, they “create a quick virtual conversation [with the bot] that will make it easy for the employee to upgrade their software.”
The end result: “You have many IT products and solutions working together so that IT can create a great experience for employees,” said Desai.
That mission continues. “As I see it, the workflow revolution has only just begun,” McDermott said. “ServiceNow will be the catalyst to redefine the enterprise—not as it is today, but as it must be tomorrow.”
Head over to the Knowledge 2020 site to view the full keynote.
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