ServiceNow and Microsoft Join Forces to Integrate Generative AI Assistants

ServiceNow has announced a partnership with Microsoft at the annual customer and partner event, Knowledge 2024. 

The two tech giants are joining forces to bring their leading generative AI capabilities together, introducing an integrated experience that combines ServiceNow’s Now Assist with Microsoft’s Copilot. This strategic alliance aims to create a seamless enterprise environment, making it easier for employees to increase productivity and improve workflow efficiency.

Integrating Now Assist with Microsoft’s Copilot within Microsoft 365 provides employees with a unified AI-powered assistant to help with everyday productivity tasks. This integration allows for a more holistic experience, as employees can access the best of both AI assistants from within a single platform. Whether resolving customer support issues or creating PowerPoint presentations, employees can accomplish tasks more efficiently with reduced context switching.

CJ Desai, president and chief operating officer at ServiceNow, noted the potential impact of the partnership: “We strongly believe that the next shift in generative AI will result from the collaboration of industry leaders putting AI to work for their customers. 

“With Microsoft as our partner, we’re enabling a smarter way to work, where generative AI assistants can cohabitate and interact to unlock new productivity levels.”

Rajesh Jha, executive vice president of Experiences + Devices at Microsoft, echoed the sentiment, emphasising the value of the collaboration: “The seamless integration of our AI-powered assistants will help usher in improved levels of employee and IT productivity, reduce context switching, and ensure easier execution of everyday work tasks, adding to the value of our customers’ technology investments.”

The integration allows Copilot in Microsoft Teams to seamlessly hand off employee requests to Now Assist, enabling quick problem resolution and even the option to connect with a live agent for more complex issues. This capability combines Now Assist’s enterprise domain knowledge with Microsoft’s data from chats, emails, calendars, and files, creating a conversational experience that streamlines employee workflow.

The new integration between Now Assist and Microsoft Copilot will be generally available in the Autumn of 2024, marking a significant step in the evolving partnership between ServiceNow and Microsoft, which has been ongoing since 2019. Microsoft was also recognised with the 2024 ServiceNow Innovation and Build Partner of the Year award at the Knowledge 2024 event, further underscoring the strength of this partnership and its potential to transform how businesses operate in the age of AI.


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