ServiceNow Acquires DxContinuum
January 18 2017 - 8:00AM
Business Wire
Machine Learning Boosts Intelligent Automation
for ServiceNow Customers
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.
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Media Contact:ServiceNow, Inc.Colleen Haikes,
669-262-2001press@servicenow.comorInvestor
Contact:ir@servicenow.com
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