Latest news with #Knowledge25
Tahawul Tech
19-05-2025
- Business
- Tahawul Tech
'You need the right data to get the outcomes you want, AI is not magic, it's maths.' – Dave Wright, ServiceNow
CNME Editor Mark Forker spoke to Dave Wright, Chief Innovation Officer at ServiceNow, during Knowledge 25 in Las Vegas, to learn more about how the global ITSM leader is going to use their platform to power the new era of Agentic AI across the enterprise space, why they are viewing agents as 'assets', the importance of cleansing your data – and why his innovation office is focused on futurism. Dave Wright has been a central figure in the seismic success of ServiceNow, who's stock as a company has rocketed both in a figurative and literal sense over the last number of years. In this new transformative era of Agentic AI, ServiceNow has emerged as the company with the platform to power this movement, with NVIDIA CEO Jensen Huang describing the company as the Central Nervous System of the 21st century in the enterprise space. A big announcement on Day 1 of Knowledge 25 was the launch of ServiceNow's AI Control Tower, and Wright outlined how they are viewing agents as 'assets'. 'We now have the capability of building agents that actually do something that can affect something on the background, but there's got to be a way to control that. However, the challenge at the moment is the fact that nobody has built agent detection technology. It's not like you can scan an enterprise in the same way you can scan networks, so what we wanted to do was build a Control Tower that will allow people to not just manage ServiceNow agents, but manage other agents, whether it be on Copilot, or Salesforce, but we were asking ourselves how are we going to do this because we can't detect them. We actually use the concept of putting them in the CMDB, and we treat the agent as an asset. Essentially, what that means is any agent that's written on any platform is seen as an asset and what allows us to do better understand the relationship between the assets. We'll see the links that exists between agents and similar to how you can manage the lifecycle of an asset, then you can manage the lifecycle of an agent,' said Wright. Agentic AI is only as effective as the data you feed it, and in 2024, 60% of AI projects were abandoned due to incomplete data, so the governance around the data is going to be a tough nut to crack, and Wright has advocated for companies to have a Chief Data Officer. 'I think if your going AI-first, and that's going to be your strategy long-term then I do think you need a Chief Data Officer, but it's always hard to say that implicitly because you'll always find someone who has done it without a Chief Data Officer. It also comes down to the size of the organisation too, if you have a huge company with a lot of data then you're going to need to be more cognizant about all of that. The big challenge is the fact that people have different perceptions about data. I used to get people come up to me all the time and say our system is going to be amazing because we've got 10 years worth of data, and I'd go that's great, but has anything changed in the last 10 years, and they'd go yeah loads of stuff has changed, and then I'm like well that's sort of useless. Because take for example, let's say you have a process in place for opening a new job rank, and you've got 10 years of data and you have changed that process three months ago, then 97% of the time it's going to recommend the old process because that's where all the data is. The interesting thing about AI is if you said how do I open a new job rank then most likely it'll give you the old way of doing it, but if you change the question and asked what's the most recent way of opening a job rank, it'll give you the right way, so you need to provide the right prompt,' said Wright. Wright highlighted that another major challenge businesses have is cleansing their data in order to ensure that they are using the right data when building their datasets. 'When we first deployed artificial intelligence from a machine learning perspective, I had a customer come up to me and say we deployed your predictive capability categorisation and it is not good. He said that 51% of the time it's right, but 49% of the time it is wrong. We then looked at the data they were using to build the dataset, and the data was wrong 49% of the time. You need the right data to get the outcomes you want, AI is not magic, it's maths. You need to feed it the right things in order to get the outcomes that you want. It's similar to companies who say they are going to implement AI to filter resumes when they come into the company to make sure we get the right keywords, so you feed and input the data from your whole company, and all the AI does is determine that 45% of the company is comprised of middle-aged white men, so it focuses on middle-aged white men. Businesses have to determine the outcome they want and establish the ideal profile of what they are looking for and make sure they are using that type of data. There are five, or six different dimensions when you're thinking about data, but at the end of the day, it's all about the quality of that data, and you need to make sure you're using the right data in your datasets,' said Wright. The conversation then pivoted towards cybersecurity. Cisco's Jeetu Patel recently said that AI is the biggest challenge the security industry has ever faced, and Wright believes that the industry is lagging behind. 'I do think the industry is playing catch-up when it comes to cybersecurity. However, I think there's got to be a point in the future where people need to have the capabilities to not only identify agents, but identify what those agents are doing. At the minute, you could identify an agent, but to actually know what that agent is doing then the industry needs to define some kind of protocol. We are getting agent-to-agent connectivity on one level, but it's almost like thinking of it as an IP stack, so there needs to be connectivity on all these different levels, so not just can I invoke you and get a response, but actually find out what are you doing, what's your security protocol, where are you allowed access? I don't think anyone has come up with it yet, but it's almost like a missed standard that has to be applied to AI, and there has to be some form of security standard when it comes to AI. A lot of companies are looking at it and thinking is this something that needs to be solved locally within their domain, or is it something that needs to be solved at an industry level, and I believe it needs to be solved as an industry standard,' said Wright. Wright concluded the conversation by highlighting the work he does in his role as the Head of the ServiceNow Innovation Office. 'Innovation for me, it's not a person, in fact it's not even a team, but historically, it was. I've been at the company for 14 years, so when I joined there was only 300 people, so you were doing multiple jobs. There was a point where I was managing mergers and acquisitions, product management and pricing to name just a few roles, but as the company got bigger we were able to break those roles up. What the real function of this team now is it's closer to futurism than innovation. My job is almost like an influence role, I can talk to people about what I'm seeing in the industry, but I can't force them to do anything. It's a really good job externally, and a really bad job internally. I get to look at all the cool stuff and then I have to convince people to do something with it. At the minute, the product side of the company looks out at around two to two-and-a-half years, but our remit is to try and look out for three to five years. What do we think the future of the industry is going to look like, what do we think the future of technology is going to be, and so on and so forth. Essentially, that's where we get into all these conversations about does agentic AI move us to a post SaaS world, how do we manage agents, do we treat them as employees, or do we treat them as machines? We do a lot of research around this, and at the end of this month we are going to start releasing papers that have our views on where we think the future of technology is heading. We have been so busy as a company we have never really had a futurist function, but we do now, and we're excited about getting our research out there at the end of this month,' said Wright.
Tahawul Tech
06-05-2025
- Business
- Tahawul Tech
ServiceNow launch AI Control Tower to optimise AI investments and deliver seamless and responsible integration
Knowledge 25: ServiceNow have launched their AI Control Tower, a centralised command centre designed to govern, manage, secure and realise value from any AI agent, model and workflow. The announcement was made during their annual customer partner event, Knowledge 25, which kicked off at The Venetian Hotel in Las Vegas earlier this morning. The AI Control Tower optimizes AI investments and ensures seamless, responsible integration into customers' enterprise strategies. In addition to AI Control Tower, ServiceNow also introduced AI Agent Fabric, a solution that delivers new levels of agent to-agent and multi-model communication and collaboration. ServiceNow partners, including Accenture, Adobe, Box, Cisco, Google Cloud, IBM, Jit, Microsoft, Moonhub, RADCOM, UKG, and Zoom are among those to be offering the first AI Agent Fabric integrations for seamless, wall to wall enterprise workflows across third-party agents. According to Gartner®, 'By 2028, enterprises using AI governance platforms will achieve 30% higher customer trust ratings and 25% better regulatory compliance scores than their competitors,' signalling an increased benefit to AI orchestration at the enterprise level. ServiceNow AI Control Tower is AI management at unprecedented scale – allowing customers to see all their AI agents in action, understand what they're working on, govern and track their impact, mitigate risk, keep them secure, and assign human managers to oversee their work. With the addition of AI Agent Fabric, organizations can seamlessly connect AI agents, orchestrators, and enterprise applications – built by ServiceNow or third-parties. 'As AI agents proliferate across enterprises, coordinating their work becomes as critical and complex as leading human employees, and companies need new tools to direct this new digital workforce,' said Amit Zavery, president, chief product officer, and chief operating officer at ServiceNow. 'With AI Control Tower, businesses can oversee AI workforces in the same way the human workforce is managed, ensuring each agent is aligned, coordinated, optimized, and delivering impact at scale. Only ServiceNow unites powerful workflows, industry-leading governance, and seamless orchestration with agentic AI excellence, enabling customers to scale AI and drive real, measurable outcomes.' Embedded across all workflows in the ServiceNow AI Platform, and building on the recently announced AI Agent Orchestrator, the AI Control Tower centralizes strategy, governance, performance, and management across the entire AI ecosystem while driving enterprise-grade compliance and accountability. With the AI Control Tower customers achieve: Enterprise-wide AI visibility: Monitor and manage every AI agent, model, and workflow— native or third-party—in one place, applying consistent policies across the enterprise. Embedded compliance and AI governance: Proactively manage risk, including security and privacy, and monitor compliance across the AI lifecycle with comprehensive, integrated governance, risk, and compliance (GRC) capabilities. End-to-end lifecycle management of agentic operations: From ideation to deployment to optimization, AI Control Tower enables contextual decision-making and helps enforce guardrails across the enterprise. Real-time reporting: Dynamic dashboards provide operational insight and validate AI performance against key business outcomes like productivity and revenue impact so AI agents can then take action on it. Improved alignment between AI and business strategy: AI Control Tower helps customers better match their AI initiatives with overall enterprise business and tech goals, making sure they deliver real value. With AI solutions and services expected to generate a global cumulative impact of $22.3 trillion by 2030, the volume of AI assets organizations must manage will be unprecedented,' said Ritu Jyoti, group vice president/general manager for Worldwide AI and Data Market Research and Advisory Services at IDC. 'The organizations that will see the greatest return on their AI investments will be those that utilize a centralized solution to govern, manage, and track their evolving agentic AI landscape, fostering trust and reinforcing the reliability and dependability of AI systems.' Expanding orchestration with AI Agent Fabric ServiceNow also debuted AI Agent Fabric, which acts as the communication backbone for entire AI ecosystems — enabling native collaboration between agentic systems. Unlike traditional AI solutions, AI Agent Fabric supports AI agent-to-AI agent, AI agent-to-tool, or even agentic system-to-agentic system, all using common protocols like Model Context Protocol (MCP) and Agent2Agent protocol (A2A). This allows both ServiceNow and third-party AI agents, tools, and systems to dynamically exchange information, coordinate tasks, and take action in real time. With AI Agent Fabric, ServiceNow's thousands of AI agents can work side-by-side with third-party agents to share context, coordinate actions, and drive outcomes, operating as part of a coordinated, intelligent system. Together with customers' own domain-specific agents created through ServiceNow AI Agent Studio, plus current and future AI Agent Fabric integrations from Accenture, Adobe, Box, Cisco, Google Cloud, IBM, Jit, Microsoft, Moonhub, RADCOM, UKG, and Zoom, organizations can unlock new levels of collaboration and enable AI systems to work together for AI-powered workflow optimization across a broad range of platforms and services. These new integrations expand on the ServiceNow Marketplace, where ServiceNow's industry leading partner ecosystem can contribute to the thousands of AI agents already available from ServiceNow by building their own on the ServiceNow AI Platform. AI Agent Fabric complements the recently announced ServiceNow Workflow Data Fabric, a breakthrough integrated data layer that allows customers to connect, understand, and act on structured, semi-structured, unstructured, and streaming data across the enterprise, inside and outside of ServiceNow. By offering both Workflow Data Fabric and AI Agent Fabric, ServiceNow further completes its vision of bringing AI, data, and workflows together for customers to help them supercharge their entire business with intelligently orchestrated agentic AI.
Yahoo
08-04-2025
- Business
- Yahoo
3CLogic and Glidefast Expand Partnership to Deliver Integrated Contact Center Solutions for ServiceNow®
Two leading industry partners enter into new distribution agreement to deliver combined CRM and CCaaS solutions to ServiceNow ecosystem. ROCKVILLE, Md., April 8, 2025 /CNW/ -- 3CLogic, the leading AI-powered contact center platform purpose-built for ServiceNow®, today announced an expanded partnership with Glidefast Consulting, an Elite ServiceNow Partner. As part of the new distribution agreement, Glidefast will now act as an official reseller of 3CLogic's AI and Contact Center-as-a-Service (CCaaS) offerings, providing clients with a fully integrated voice solution designed to enhance ServiceNow's CRM and Industry workflows. The expansion comes as ServiceNow continues to accelerate its focus on front-office transformation, where voice remains a critical channel for customer engagement and service delivery. With this deepened collaboration, 3CLogic and Glidefast are positioned to meet the rising demand for native, scalable voice solutions that unify digital and human interactions across the Now Platform. "As enterprises double down on delivering seamless service experiences, voice is emerging as a vital component in the ServiceNow ecosystem," said Brett Karl, VP of Partner Solutions & Alliances at GlideFast Consulting. "With our deep technical expertise and proven success across ServiceNow implementations, GlideFast is uniquely positioned to help customers unlock the full value of our integrated voice and workflow solutions." 3CLogic's ServiceNow-certified Contact Center solutions extend the capabilities of the Now Platform by embedding intelligent Voice AI, intelligent call routing, real-time transcriptions, AI-powered speech analytics, and analytics directly into ServiceNow's existing workflows and products. This empowers organizations to streamline operations, remove data silos, lowering operating costs and provide a more unified customer experience. As an authorized reseller, Glidefast will offer 3CLogic's solutions globally alongside its full suite of ServiceNow services—helping clients accelerate deployment timelines, reduce implementation complexity, and ensure long-term success with their voice strategy. "We're excited to deepen our partnership with 3CLogic and bring their powerful voice capabilities directly to the ServiceNow community," said Brett. "Together, we're delivering a seamless, next-generation contact center experience that amplifies the power of the Now Platform and transforms how organizations connect with customers." Both 3CLogic and Glidefast will be sponsors at the ServiceNow's upcoming annual conference, Knowledge 25 where they will be showcasing their latest CX capabilities and services. To learn more about 3CLogic's ServiceNow voice solutions and the expanded partnership, visit or contact info@ About 3CLogic3CLogic transforms customer and employee experiences with its patented and award-winning AI-powered cloud contact center solutions purpose-built to enhance today's leading CRM and Customer Service Management platforms. Globally available and leveraged by the world's leading brands, its offerings empower enterprise organizations with innovative capabilities, such as intelligent self-service, Generative AI, Conversational AI, agent automation & coaching, and AI-powered sentiment analytics — all designed to lower operational costs, maximize ROI, and deliver better, faster, and more personalized interactions for IT, employee, and customer service. For more information, please visit About GlideFast ConsultingGlideFast Consulting is an Elite ServiceNow Partner and leading provider of ServiceNow solutions for enterprise and public sector clients. Renowned for its deep platform expertise and commitment to customer success, GlideFast helps organizations maximize the value of ServiceNow through strategic advisory, implementation, managed services, and custom application development. With a proven track record across IT, employee, and customer workflows, GlideFast delivers scalable solutions that drive digital transformation, improve operational efficiency, and accelerate time to value. Recognized as the 2023 and 2024 Customer & Industry Workflows Partner of the Year, GlideFast is also part of ServiceNow's exclusive Delivery Success Program—a distinction awarded to partners with a proven history of delivering exceptional outcomes. With a validated Customer Service Management (CSM) practice, GlideFast brings deep expertise across CRM and retail use cases, helping organizations elevate the customer experience through innovative solutions built on the ServiceNow platform. As a trusted partner in the ServiceNow ecosystem, GlideFast continues to lead through best-in-class services, integrated partner solutions, and a relentless focus on customer outcomes. For more information, please visit View original content to download multimedia: SOURCE 3CLogic View original content to download multimedia:
