- Servicenow is adding agent to its CRM platform
- The company criticized the market for being “outdated” and “overloaded”
- IA agents promise contextually aware resolutions of happier customers
Servicenow is looking to assume the giant strength of the industry with its next -generation CRM platform, improved with AI agent, in an attempt to help significantly improve efficiency in all areas.
Servicenow agents will connect with third -party tools and systems using open source protocols such as Google and MCP of Anthrope to make the platform even more powerful.
Referring to the CRM industry as one, “dominated by obsolete and overloaded systems,” the company says that its updated platform will allow you to make better use of the data that previously connected, such as “spreadsheets, shared input trays and human midwhece.”
Servicenow criticizes CRMS
In a press release, the company revealed that CRM is its fastest growing workflow, reaching $ 1.4 billion in value of the annual contract and growing 30% year after year. In fiscal year 2024, the company obtained $ 10.98 billion in revenue, marking a healthy growth of 22% compared to 2023.
“Servicenow is offering a new innovative vision for CRM that transforms all the customer’s experience around the powerful AI capacities,” said John Ball, the EVP and GM of CRM and the workflows of the company’s industry.
The company added that customer service has evolved in recent years, and customers now expect “personalized and proactive experiences that anticipate their needs and solve problems without friction.”
Servicenow also compared the next -generation agent with existing automation solutions, which details how AI agents can dynamically determine the best course of action while taking into account a broader context for faster and more precise resolutions.
“Far beyond renowned chatbots, we are allowing our customers to orchestrate sales and end -to -end service on a single AI platform, helping organizations to administer the entire customer life cycle with greater efficiency,” Ball added.
