February 27, 2021


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ServiceNow Targets AI Business Value with Acquisition

Element AI is ServiceNow’s 4th synthetic intelligence acquisition of 2020.

One of the means that enterprises have utilized the systems at the rear of synthetic intelligence is as a implies to gaining insights. For occasion, they use it to listen for early warnings of modifying buyer choices or to detect a dilemma with the source chain or to forecast when an IT asset will have to have routine maintenance or need to have to be taken out of support.

But the perception alone doesn’t deliver business benefit. If organizations want to figure out that business benefit, they will have to act on the perception. All those steps aren’t an computerized component of AI.

Impression: Andrei – inventory.adobe.com

But ServiceNow’s Chief AI Officer Vijay Narayanan believes they need to be. He joined the ITSM corporation in March 2020 with a eyesight to do just that.

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“The biggest problem of AI is the previous mile,” he instructed InformationWeek. Turning all those AI insights into workflow is what drives benefit. His purpose is to establish AI abilities into the workflow platform alone and optimize them for ServiceNow’s buyer use conditions.

Vijay Narayanan

Vijay Narayanan

That eyesight and purpose is at the rear of ServiceNow’s introduced acquisition of Canadian AI pioneer Element AI, a corporation whose mission is to establish synthetic intelligence into workflow for business organizations.

The acquisition is as much about the talent as it is about the technologies, Narayanan said. Yoshua Bengio will sign up for ServiceNow as a complex advisor as component of the acquisition. The Element AI co-founder and guide fellow is also a winner of an ACM A.M. Turing Award for his contributions to modern-day AI. Element AI co-founder and CEO Jean-Francois Gagne will also sign up for ServiceNow.

“Element AI’s eyesight has often been to redefine how firms use AI to help individuals perform smarter,” Gagne said in a organized statement.

The deal is a single of a handful of AI-concentrated acquisitions created by ServiceNow given that previous SAP CEO Monthly bill McDermott joined the corporation as CEO in October 2019. In early 2020 ServiceNow introduced options to obtain conversational AI platform corporation Passage AI and AIOps corporation Loom Programs. In June, ServiceNow introduced options to obtain configuration info management corporation Sweagle. These acquisitions and the Element AI deal are developed to help ServiceNow establish in intelligence that underpins ServiceNow’s ITSM and workflow platforms.

Narayanan said that component of ServiceNow’s eyesight, specially with the most recent acquisition, is to make AI greater.

“It is easy to do dumb AI,” he said. “It is difficult to do anything that’s extremely high high quality.”

For occasion, if you talk to Google to inform you the peak of Mount Everest, Google doesn’t position you to a link or a document. It presents you an real variety. It has the functionality to go into a link or document and extract the content you are hunting for and present it to you in a way that you can easily have an understanding of.

ServiceNow’s following amount of AI will add a higher amount of contextual knowledge to the synthetic intelligence underneath its platform, and also add automatic workflow to execute on the insights. In an business context that could choose the kind of inquiring a voice assistant to reserve a meeting area, without the need of necessitating the consumer to open an app and click as a result of several choices to total the undertaking.

“You say book this area for 3 p.m. tomorrow,” Narayanan said. “It understands the availability and publications it for you.”

Or maybe you spilled espresso on your keyboard and need to have a alternative. In the state of affairs Narayanan envisions, the digital agent understands that your keyboard is damaged, is familiar with which a single you need to have, is familiar with in which to buy it from, and is familiar with your deal with so it can have it delivered instantly to you at your residence office.

“There’s no need to have to have a human in the loop,” he said.

As component of the Element AI acquisition, ServiceNow will generate an AI innovation Hub in Canada to speed up buyer-concentrated AI innovation in the ServiceNow platform. The corporation operates comparable technologies growth facilities in Chicago Hyderabad Kirkland, Washington San Diego, and Silicon Valley.

“This acquisition will help us to go on to be on the major edge resolving the previous mile dilemma of AI,” Narayanan said. “These are the workflows that drive business benefit.”

Jessica Davis has put in a profession covering the intersection of business and technologies at titles like IDG’s Infoworld, Ziff Davis Enterprise’s eWeek and Channel Insider, and Penton Technology’s MSPmentor. She’s passionate about the functional use of business intelligence, … View Full Bio

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