Machine Learning Boosts Intelligent Automation for ServiceNow
Customers
SANTA CLARA, Calif.--(BUSINESS WIRE)--Jan. 18, 2017--
ServiceNow
(NYSE:NOW), the enterprise cloud company, today announced it has agreed
to acquire DxContinuum in an all-cash transaction expected to close this
month. The pioneer in intelligent automation, ServiceNow can further
increase productivity for its customers by applying machine-learning
capabilities and data models developed by DxContinuum. As more Internet
of Things devices make service requests, it is increasingly important
that those requests be categorized, routed and responded to. Hundreds of
thousands of machine and manual work requests can now be effectively and
automatically categorized and routed for each ServiceNow customer,
bringing the "intelligent automation" of today’s manual processes one
step closer.
While artificial intelligence and automation are rapidly changing the
consumer world from self-driving cars to smarter homes, the workplace
still relies on manual processes. Every day employees deal with IT
incidents, HR cases, customer requests, and security alerts with
back-and-forth emails, calls and spreadsheets. McKinsey
researchers calculated that 49 percent of time spent on work
activities could be automated, driving greater productivity gains.
ServiceNow is acquiring DxContinuum, a Silicon Valley-based,
machine-learning company, to embed its technology in the ServiceNow®
platform and across its products. DxContinuum’s predictive models will
add greater efficiency in categorizing incoming requests from people and
machines automatically.
By applying DxContinuum’s machine-learning algorithms to each customer’s
unique data set, ServiceNow can 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 is at the forefront of intelligent automation,” said Dave
Wright, chief strategy officer, ServiceNow. “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.”
ServiceNow 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, ServiceNow’s 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,” said Debu Chatterjee, founder and CEO of
DxContinuum. “Their customers’ rich operational data sets will produce
highly accurate predictions to speed work across the enterprise.”
The advanced capabilities for automated categorization will be available
this year.
Details about the acquisition will be shared in conjunction with
ServiceNow’s fourth quarter and fiscal year 2016 financial results
announcement scheduled for January 25, 2017. For more information on the
ServiceNow platform, please visit this site.
About ServiceNow
ServiceNow is changing the way people work. With a service-orientation
toward the activities, tasks and processes that make up day-to-day work
life, we help the modern enterprise operate faster and be more scalable
than ever before. Customers use our service model to define, structure
and automate the flow of work, removing dependencies on email and
spreadsheets to transform the delivery and management of services for
the enterprise. ServiceNow enables service management for every
department in the enterprise including IT, human resources, facilities,
field service and more. We deliver a ‘lights-out, light-speed’
experience through our enterprise cloud – built to manage everything as
a service. To find out how, visit www.servicenow.com.
ServiceNow, the ServiceNow logo, and other ServiceNow marks are
trademarks and /or registered trademarks of ServiceNow, Inc., in the
United States and/or other countries. Other company and product names
may be trademarks of the respective companies with which they are
associated.
View source version on businesswire.com: http://www.businesswire.com/news/home/20170118005403/en/
Source: ServiceNow, Inc.
Media Contact:
ServiceNow, Inc.
Colleen Haikes,
669-262-2001
press@servicenow.com
or
Investor
Contact:
ir@servicenow.com
