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New AI Start-Up by ServiceNow

ServiceNow introduced this morning that it has acquired Passage AI, a startup that helps clients construct chatbots in a number of languages, one thing that ought to come in useful as ServiceNow continues to modernize its digital service platform. The businesses didn’t share phrases of the deal.

With Passage AI, ServiceNow will get a bushel of AI expertise, which in itself has worth; nevertheless, it additionally will get AI know-how, which ought to slot in properly with ServiceNow’s mission. For starters, the corporation’s chatbot options provide ServiceNow an automatic means to answer buyer/consumer inquiries.

Much more interesting for ServiceNow, Passage consists of an IT automation element that makes use of “a conversational interface to submit tickets, deal with queries and take direct motion by way of APIs,” in keeping with the corporate web site. It additionally will get an HR automation piece, giving the corporate a clever software it may incorporate throughout its Now Platform in instruments like ServiceNow Virtual Agent and Service Portal, in addition to Workspaces in a number of languages.

The multilingual help was a facet of the deal that appeals to Debu Chatterjee, senior director of AI Engineering at ServiceNow. “Building deep studying, conversational AI capabilities into the Now Platform will allow a piece request initiated in German or a buyer inquiry initiated in Japanese to be solved by Virtual Agent,” he stated in an announcement.

Companies are more and more on the lookout for methods to resolve widespread buyer issues utilizing chatbots, whereas solely bringing people into the loop when the bot can’t reply to the question. Passage AI provides ServiceNow a lot of deeper data on this rising space.

Passage AI, which began in 2016, has raised $10.3 million, in response to Crunchbase information. The corporate web site lists quite a lot of giant clients, together with Mastercard, Shell, Mercedes-Benz, and SoftBank. The acquisition comes lower than a week after the corporation bought another AI-focused startup, Loom Systems, one which concentrates on automating operations information.

The deal is expected to shut this quarter. ServiceNow will likely be saying earnings on Wednesday afternoon.

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