Cognizant Partners with ServiceNow for Generative AI-Powered Digital Workspace

Indian IT firm Cognizant has teamed up with SaaS company ServiceNow to enhance the former’s modern workplace services solution with generative AI. The platform is designed to be user-friendly and immersive for enterprise users, aiming to enhance employee self-service, integrate consumer-grade AI technology, and foster efficiency and cost-effectiveness in the work environment.

The partnership addresses the common challenges faced by enterprise employees, such as non-intuitive support solutions and complex processes. Cognizant aims to shift from a transactional experience model to a 'total experience' model, emphasising experience engineering, execution, and engagement solutions with ServiceNow’s generative AI offerings. The platform integrates with ServiceNow's Now Assist and employee endpoint experience technology, offering reduced lead time for deploying and training AI systems.

“With this (NOW Platform), we are enabling enterprises to increase process efficiency, minimise risk by avoiding human mistakes, optimise workforce productivity to focus on higher value tasks​, leverage automated workflows to drive standardisation and empower users to self-solve with augmented intelligence,” Sumeet Mathur, vice president and managing director of ServiceNow’s India Technology and Business Center, told AIM in an earlier conversation. 

The key features of the enhanced platform include pre-configured solutions, reusable generative AI configurations, and multi-tool integrations. The platform offers AI-driven conversations for a human-like interaction experience, proactive detection and resolution of service disruptions, contextual knowledge for rapid response, and ease of adoption with swift deployment and simplified integration with existing tools.