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ServiceNow‘s latest Now Platform Quebec release offers expanded native AI capabilities and new low-code app development tools.
Creator Workflows feature ServiceNow’s low-code development tools, App Engine and IntegrationHub, which allow businesses to transform old, manual processes into modern, digital workflows at scale. With the Now Platform Quebec release, ServiceNow has introduced new products within Creator Workflows that let developers of every skill level build workflow apps fast.
Low-code is becoming a strategic imperative for businesses to adapt to a rapidly changing environment. According to Gartner, “by 2024, low-code application development will be responsible for more than 65% of application development activity.”
The Now Platform Quebec release consists of a unified platform and data model, that can continually monitor and optimise business processes to identify and avoid bottlenecks and assist employees in working in an increasingly distributed fashion.
Additional benefits include a workspace for IT and customer service managers that helps optimise productivity. The workspace monitors real-time agent productivity, workload and KPIs across multiple channels, resulting in improved customer experiences.
Engagement Messenger extends self-service to 3rd party portals to enable AI search, Knowledge Management, Case and Virtual Agent interactions, which result in increased case deflection and improved customer satisfaction.
New capabilities to enhance productivity include:
- ITOM Predictive AIOps predicts issues before they become problems and helps organizations automate resolutions.
- Virtual Agent enhancements accelerate time to value with guided setup and topic recommendations and speed incident resolution with end-to-end AI-powered conversational experiences.
- AI Search delivers a consumer-grade search experience for employees and customers, giving people the personalized, relevant, and actionable information they need right from their search window in service portals, on mobile, and Virtual Agent.
These new capabilities represent the AI functionality acquired with Loom Systems and Attivio, which have been incorporated in the Quebec release. The Now Platform Quebec release keeps work flowing with advanced AIOps capabilities and gives customers deeper insights into their digital operations to minimise and fix incidents before they become issues, delivering consumer-grade AI-driven experiences that harness personalised insights to help organisations work smarter and faster.
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