ServiceNow to acquire Attivio’s cognitive search platform
Friday, 25th October 2019
Artificial Intelligence will be implemented in search engines of several ServiceNow solutions
At ServiceNow, they believe everyday tasks at work should be as simple, easy and intuitive as they are in our personal lives. Yet one useful work task, enterprise search, has lagged well behind the consumer world.
To deliver consumer-grade search at work, ServiceNow has signed an agreement to acquire the cognitive search capabilities of Attivio, an AI-powered answers and insights platform company based in Boston, MA. As part of the transaction, select Attivio R&D talent will also join ServiceNow’s engineering team.
With the addition of Attivio’s search engine, ServiceNow will move beyond keyword-based search to deliver out-of-the-box, conversational AI and search experiences at scale to customers. Attivio’s market-leading, AI-powered search capabilities will help ServiceNow better understand the meaning behind natural language searches on the Now Platform to deliver relevant, personalized results that users can act on right from the search results window.
By integrating Attivio into the Now Platform, they plan to enhance search natively across our IT, Customer and Employee workflows through the ServiceNow Service Portal, Now Mobile app and Virtual Agent chatbot solution.
ServiceNow’s Now Platform includes additional powerful AI and machine learning capabilities that let you deliver intuitive experiences so you can work in ways that work best for you. Attivio builds on our previous AI acquisitions, including transactions with Parlo, FriendlyData and Qlue.
From Search to Solve: Take action with AI-powered search
By integrating Attivio’s functionality into future releases of the Now Platform, ServiceNow plans to extend the capabilities of today’s consumer search engines so that users can take action from the search results window. Through an answer box feature, ServiceNow users will be able to ask a question and get an answer on the Now Platform that will filter out irrelevant details and return the most relevant information. No longer will users need to click into URLs or search multiple long documents to find what they need.
Mock-up of planned Now Mobile search capabilities
Imagine your work laptop is stolen. Today, you might have to call or email IT from your mobile device. If your organization has a mobile intranet, you might search, “laptop stolen.” You are most likely presented with a list of links to your company’s policy and IT documents that may or may not help you replace your device, and that experience may or may not be mobile-optimized. With the addition of Attivio’s functionality, employees will be able to get help right from the Now Mobile app. The Now Platform will be able to understand the intent behind your request, pull up your laptop’s details and give you the option to replace your device – all in the answer box.
Mock-up of planned ServiceNow Service Portal search capabilities
Let’s say you’re looking for your PTO balance. You search for “PTO balance” and get a link to the employee policy handbook, which is not very helpful. With Attivio, if you integrate ServiceNow to your company’s Human Capital Management system, you will be able to directly access such systems to show your available vacation time and give you the option to ask HR a question.
Mock-up of planned Agent Workspace search capabilities
In another scenario, a customer support agent opens a client support issue that includes the phrase, “router broken.” The agent might receive a list of all the recent cases containing the word “router,” starting with the most recent case. With Attivio, ServiceNow will be able to show agents a list of similar tickets where a similar problem was resolved and recommend the most relevant case with steps to fix the customer’s issue.
Make work life like personal life
Making our work lives as simple and easy as our personal lives is the next wave of innovation at work. We are rapidly moving away from manual processes, such as filling in forms and data fields, towards unstructured interactions with machines, such as free‑form text, voice and gestures. Attivio supports this vision as a proven leader in cognitive search with capabilities many Fortune 500 companies are using today to deliver great experiences and unlock productivity.
ServiceNow expects to complete the acquisition by the end of Q4 2019.
ServiceNow is making the world of work, work better for people. Their cloud-based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise.
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