ServiceNow Collaborates with AWS to Streamline Case Management

ServiceNow's Customer Service Management (CSM) platform now integrates with Amazon Connect 

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Published: December 6, 2023

James Stephen

ServiceNow has entered into a five-year strategic collaboration agreement with Amazon Web Services (AWS).

The collaboration covers many bases, including the integration of ServiceNow’s Customer Service Management (CSM) platform with Amazon Connect.

With this move, both vendors aim to allow more businesses to layer AWS AI technology over ServiceNow workflows to streamline contact center case management.

Cloud-based platform and solutions provider ServiceNow will also work together with AWS to provide solutions for cloud transformation, automotive manufacturing, and supply chains.

Paul Fipps, President of Strategic Accounts at ServiceNow, commented on the new collaboration agreement with AWS: “By entering into an SCA with AWS, we’re taking another major step in accelerating end-to-end business transformation.

“Our new SaaS platform on AWS and our co-developed solutions are an integral part of our efforts to help customers put AI to work for their business.

We are thrilled to bring together AWS’s leading cloud capabilities, the power of the ServiceNow platform as well as our leadership and innovation in cloud computing, generative AI, and machine learning.

AI Call Center Collaboration

Alongside the Customer Service Management (CSM) platform integration, the collaboration aims to improve contact center reporting.

Indeed, ServiceNow’s Now Assist and Amazon’s AI and ML-powered analytics can be utilized for calls to reveal sentiment, conversation characteristics, and contact themes.

As a result, agents may gain access to the necessary knowledge articles and contextual critical information to speed up time to resolution and enhance customer experience.

A Deep Technology Partnership

The partnership between ServiceNow and AWS was announced at AWS re:Invent – alongside many other contact center announcements.

Not only is ServiceNow’s full product portfolio being added to the AWS Marketplace, but they have also agreed to collaborate on various solutions, bringing together the most broadly adopted cloud service, AWS, and ServiceNow, which has customers across 85 percent of the Fortune 500.

A cloud transformation solution is an excellent example. It will help to streamline operations and accelerate cloud adoption by providing comprehensive visibility of cloud workloads moving to AWS based on existing capacity and business use.

ServiceNow’s Technology Workflows will also allow customers to choose where they host data and apps, offer data transfer recommendations, and run workflow operations in the cloud.

Another example is the automotive manufacturing solution, which enables the building, maintenance, and repair of data in vehicles from beginning to end. The application will use ServiceNow Customer and Creator Workflows in conjunction with AWS data lakes to rectify actionable data from vehicles and manufacturing processes.

The integration of AWS Supply Chain and ServiceNow will produce a new supply chain solution to offer customers an enhanced solution for supply chain management.

According to AWS, the AWS Supply Chain improves forecasting and operational efficiency by using real-time data and machine learning, while ServiceNow’s service management tools will automate tasks and benefit service delivery performances.

ServiceNow and the new co-developed solutions will be available on AWS and in the AWS Marketplace to U.S.-based private sector companies in early 2024.



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