In a bid to reimagine buyer relationship administration for the synthetic intelligence period and transfer previous legacy CRM programs, ServiceNow has unveiled a brand new AI‑powered CRM platform.
The unified platform will assist promote, fulfil, and repair, and ship seamless experiences throughout the client lifecycle by lowering time spent between purposes and buyer requests, the corporate mentioned.
The ServiceNow AI Platform connects workflows throughout programs and departments, eliminating inefficient handbook processes. The corporate has additionally introduced new AI brokers for CRM that may full duties autonomously, scale name centres and gross sales groups, and ship self‑service.
Based on the corporate, CRM is its quickest‑rising workflow enterprise with an annual contract worth of $1.4 billion, rising 30% 12 months‑over‑12 months. The shopper expertise is enabled by a single platform powered by agentic AI capabilities.
“ServiceNow is delivering a groundbreaking new imaginative and prescient for CRM that transforms all the buyer expertise across the highly effective capabilities of AI,” mentioned John Ball, ServiceNow EVP and GM of CRM and Business Workflows. “Far past rebranded chatbots, we’re enabling our clients to orchestrate finish‑to‑finish gross sales and repair on a single AI‑powered platform, serving to organisations handle all the buyer lifecycle with larger effectivity.”
Right now’s clients anticipate greater than quick service — they need personalised, proactive experiences that anticipate their wants and resolve points. New capabilities in ServiceNow CRM ship clever options to assist companies shift from reactive customer support to proactive engagement and allow constant service experiences throughout departments.
Moreover, ServiceNow’s suite of specialized AI brokers for CRM are designed to autonomously full duties throughout the client lifecycle — from promoting and fulfilling to servicing. Not like conventional automation requiring predefined guidelines, these AI brokers can dynamically decide the most effective plan of action by resolving inquiries, routing advanced circumstances and managing workflows throughout departments.
These brokers begin with conversational interactions to seize buyer requests, and may then handle the fulfilment course of, coordinating with stay brokers when human intervention is required.
ServiceNow mentioned AI brokers are already automating 37% of its buyer help case workflows. By scaling stay name centre brokers, they enhance effectivity, speed up resolutions, and improve buyer engagement.
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