ServiceNow and Zoom launch AI-powered solutions to boost productivity

At Zoomtopia 2024, Zoom’s annual event for partners and customers, Zoom and ServiceNow announced the expansion of their strategic partnership, aiming to enhance enterprise collaboration and productivity through the integration of their generative AI (GenAI) technologies. The integration of ServiceNow’s Now Assist and Zoom’s AI Companion is set to launch in the first half of 2025. This collaboration promises to deliver advanced automation for workflows, streamlining tasks and activities across both platforms, Zoom and ServiceNow.

As organizations increasingly seek AI-driven solutions that work seamlessly across essential business applications, the demand for tools that enhance productivity is rising. A recent Gartner® study highlights that 92% of employees express a desire for AI assistance in handling administrative tasks and summarizing information. This integration between ServiceNow and Zoom aims to fulfill that need by utilizing GenAI to streamline workflows and reduce inefficiencies.

Bill McDermott, the chairman and CEO of ServiceNow, emphasized the shift in how companies approach AI, noting that many CEOs are now focusing on AI-led strategies to drive exponential improvements in operations. He highlighted the shared goal of both ServiceNow and Zoom to enhance teamwork and collaboration, stating that their new integration moves quickly from discussions to action. This, he explained, saves time and allows employees to focus on more critical tasks.

Eric S. Yuan, the founder and CEO of Zoom, echoed this attitude when he emphasised the significance of the company’s partnership with ServiceNow. Yuan made the observation that the combination of Zoom’s AI Companion with ServiceNow’s platform would result in an increase in productivity. This would be accomplished by enabling users to seamlessly shift from meetings to action, hence decreasing administrative burdens and helping to streamline workflows. The purpose of this expanded integration is to build on their common objective of making the workplace more efficient by incorporating artificial intelligence capabilities into user interfaces that are shared by both platforms.

The integration of GenAI creates a seamless flow of information within the collaborative spaces that teams use, such as virtual meetings. For instance, during a virtual meeting, the Zoom AI Companion can, with participants’ permission, transcribe and summarize discussions and convert key points into action items linked to ServiceNow workflows. Following the meeting, the AI Companion can collaborate with ServiceNow’s Now Assist for Strategic Portfolio Management (SPM) to trigger the necessary workflows. This could involve automatically creating support tickets, assigning tasks to team members, and sending email notifications with insights and summaries of post-meeting deliverables.

With this news, ServiceNow and Zoom have expanded their cooperation, which was previously in place before this particular announcement. With the help of this connection, unstructured interactions, such as those that take place in virtual meetings, will be converted into structured data that will be fed into intelligent processes. This will result in an improvement in the way that teams operate and manage projects. This alliance has the potential to usher in a new era of efficiency and productivity for organisations, propelled by the powers of generative artificial intelligence. This will be accomplished by automating administrative duties and boosting collaboration opportunities.