New ServiceNow Release Expands AI, Low-Code Tools


ServiceNow’s new release includes workforce optimization capabilities to help IT and customer service managers streamline their organization’s work and a workplace monitor that tracks agent productivity in real time.

The Now Platform’s Quebec release expands the product’s native AI capabilities and low-code development tools while helping customers improve productivity and employee experience. In announcing the new version, ServiceNow said it anticipated a greater need for systems that can support distributed workforces and cross-functional workflows.

.@ServiceNow's Quebec release expands native AI capabilities and low-code development tools, helps customers improve productivity and employee experience. Click To Tweet

“In today’s challenging environment, organizations worldwide are pivoting fast, adopting new, distributed models of working and creating new workflow-enabled ways of operating with more agile, resilient, digital enterprise value chains,” said Chief Product Officer Chirantan “CJ” Desai.

With the release, ServiceNow introduced Creator Workflows, which the company said will allow users “at every technical skill level to build apps at speed.” Creator Workflows includes App Engine and IntegrationHub, ServiceNow’s low-code development tools. In addition, there’s:

  • App Engine Studio, which offer an intuitive and guided low-code visual development environment designed for users with no coding experience to collaborate and build applications.
  • App Engine Templates, which provide access to pre-built workflow “building blocks.” These help users begin building apps without having to start from scratch.

Quebec leverages a unified platform and data model to help customers can monitor and optimize business processes to identify and avoid bottlenecks and enable distributed work.  Its Workforce Optimization module provides a workspace for IT and customer service managers to work on optimizing productivity, and monitors real-time agent productivity, workload and KPIs across multiple channels.

The release also seeks to enhance employee experiences through self-service questions and answers, including a consumer-grade, AI-based search facility and tools that allow agents to more easily collaborate.

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