ServiceNow Targets AI Business Value with Acquisition

Factor AI is ServiceNow’s 4th artificial intelligence acquisition of 2020.

One particular of the strategies that enterprises have used the technologies at the rear of artificial intelligence is as a suggests to attaining insights. For instance, they use it to hear for early warnings of transforming customer choices or to detect a dilemma with the supply chain or to forecast when an IT asset will call for routine maintenance or have to have to be taken out of service.

But the perception alone isn’t going to deliver organization worth. If organizations want to acknowledge that organization worth, they will have to act on the perception. People steps are not an automatic section of AI.

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But ServiceNow’s Main AI Officer Vijay Narayanan thinks they should really be. He joined the ITSM company in March 2020 with a vision to do just that.

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“The most important challenge of AI is the very last mile,” he explained to InformationWeek. Turning people AI insights into workflow is what drives worth. His goal is to construct AI capabilities into the workflow system by itself and improve them for ServiceNow’s customer use cases.

Vijay Narayanan

Vijay Narayanan

That vision and goal is at the rear of ServiceNow’s introduced acquisition of Canadian AI pioneer Factor AI, a company whose mission is to construct artificial intelligence into workflow for business organizations.

The acquisition is as much about the talent as it is about the technology, Narayanan reported. Yoshua Bengio will sign up for ServiceNow as a specialized advisor as section of the acquisition. The Factor AI co-founder and direct fellow is also a winner of an ACM A.M. Turing Award for his contributions to modern-day AI. Factor AI co-founder and CEO Jean-Francois Gagne will also sign up for ServiceNow.

“Factor AI’s vision has usually been to redefine how businesses use AI to assist people get the job done smarter,” Gagne reported in a geared up assertion.

The deal is a single of a handful of AI-targeted acquisitions built by ServiceNow because former SAP CEO Bill McDermott joined the company as CEO in October 2019. In early 2020 ServiceNow introduced designs to receive conversational AI system company Passage AI and AIOps company Loom Methods. In June, ServiceNow introduced designs to receive configuration details administration company Sweagle. These acquisitions and the Factor AI deal are built to assist ServiceNow construct in intelligence that underpins ServiceNow’s ITSM and workflow platforms.

Narayanan reported that section of ServiceNow’s vision, in particular with the most recent acquisition, is to make AI much better.

“It is easy to do dumb AI,” he reported. “It is tough to do anything that is incredibly significant top quality.”

For instance, if you question Google to inform you the peak of Mount Everest, Google isn’t going to issue you to a backlink or a document. It offers you an precise amount. It has the functionality to go into a backlink or document and extract the content you are looking for and existing it to you in a way that you can very easily comprehend.

ServiceNow’s up coming degree of AI will add a greater degree of contextual comprehension to the artificial intelligence underneath its system, and also add automated workflow to execute on the insights. In an business context that may well consider the form of inquiring a voice assistant to reserve a conference room, without requiring the person to open an application and simply click by way of numerous selections to finish the process.

“You say reserve this room for three p.m. tomorrow,” Narayanan reported. “It understands the availability and books it for you.”

Or perhaps you spilled espresso on your keyboard and have to have a substitution. In the circumstance Narayanan envisions, the virtual agent understands that your keyboard is damaged, appreciates which a single you have to have, appreciates where by to purchase it from, and appreciates your address so it can have it delivered straight to you at your household business office.

“There is no have to have to have a human in the loop,” he reported.

As section of the Factor AI acquisition, ServiceNow will create an AI innovation Hub in Canada to accelerate customer-targeted AI innovation in the ServiceNow system. The company operates equivalent technology improvement centers in Chicago Hyderabad Kirkland, Washington San Diego, and Silicon Valley.

“This acquisition will enable us to go on to be on the leading edge fixing the very last mile dilemma of AI,” Narayanan reported. “These are the workflows that drive organization worth.”

Jessica Davis has invested a job covering the intersection of organization and technology at titles including IDG’s Infoworld, Ziff Davis Enterprise’s eWeek and Channel Insider, and Penton Technology’s MSPmentor. She’s passionate about the sensible use of organization intelligence, … Check out Entire Bio

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