Yintoni i-ServiceNow yamava e-AI: Isikhokelo esiGqibeleleyo, iimpawu, kunye nokuSetyenziswa

Ukuvela kwamava e-AI kwi-ServiceNow ecosystem iphawula ngaphambi nasemva kokuba imibutho inxulumana njani ingqiqo kubomi babo bemihla ngemihla. Esi siphakamiso sithatha i-AI ukusuka kwicala elithi "izixhobo" ukuya kwindawo eqhelekileyo kunye nefikelelekayo, apho Abantu banokubonisana, banikeze kwaye benze imisebenzi kunye neearhente ezikrelekrele kujongano olunye, ngaphandle kokutsiba phakathi kwezicelo okanye ukukhuhlana okungeyomfuneko.

Ngaphezulu kwento entsha, amava e-AI yindlela yokusebenza: incoko, i-multimodal, kunye namava okuqonda umxholo odibanisa ukhuseleko kunye nolawulo ukusuka phezulu. Njengoko inkampani icacisa, injongo yayo kukubonelela abasebenzi ngenqaku elinye lokungena kwi-AI ekuhambeni kwabo komsebenzi, ukuze ilizwi, umbhalo, umfanekiso kunye newebhu zihlala kunye nedatha kunye neenkqubo ukuqhuba imveliso kunye neziphumo zoshishino kwinqanaba.

Yintoni amava e-ServiceNow AI?

Amava e-AI lisango lokungena kwishishini le-AI eliyilelwe ukuhlanganisa ukufikelela kulwazi, izenzo, kunye noncedo olukrelekrele kwindawo enye. Yakhelwe kwi-Now Assist, ukufikelela kwayo kunwenwela nakukuphi na ukuhamba komsebenzi eqongeni, kubandakanya ne-CRM yokuzimela ye-ServiceNow, ngenjongo ukukhawulezisa ukuthengisa, ukuphucula inkonzo kunye nokwakha ukunyaniseka kwabathengi Ixesha elide. Ayisiyoncoko nje: lujongano olunovakalelo nomxholo oluqondayo indima nomsebenzisi.

Embindini wesindululo kukho ii-arhente ze-AI ezisebenza ecaleni kunye nabasebenzi. Ezi arhente ukusebenza elubala, bafunda ngokuqhubekayo kwaye banikeze ukubonakala kunye nokulawula kumsebenzisi, begcina i-AI "glued" kumsebenzi wangempela. Enyanisweni, oku kuthetha ukuba I-AI isebenza njenge-co-pilot esebenzayo, okwaziyo ukulindela, ukwenza izigqibo ezilinganiselweyo kunye nokugqiba imisebenzi ukusuka ekuqaleni ukuya ekupheleni.

Kutheni kuvela la mava e-AI amanyeneyo

Uninzi lwemibutho ibotshwe ngamashumi eminyaka yezicelo ze-SaaS ezifihliweyo, kunye nenani lezisombululo ze-AI eziqhawukileyo kunye neenkqubo eziqhekezayo. Oku kusasazwa kunyanzela amaqela ukuba atshintshe rhoqo izixhobo, aphindaphinde umsebenzi, kwaye asebenze ngaphandle komxholo wedatha ofanelekileyo. Amava e-AI ajonge ukujongana nolu qhekeko kwingcambu yalo, ukwenza umaleko oqhelekileyo apho Idatha, iimodeli, iindlela ze-AI kunye nokuhamba komsebenzi zidibana kunye kujongano olunye olunengqiqo.

Isiphumo esifunwayo siphindwe kabini: kwelinye icala, ukwenza lula ukufikelela kwi-AI kunye nokunciphisa i-curve yokufunda; kwelinye, ukuqinisekisa ukuba izigqibo zenziwa ngolwazi oluchanekileyo, ngexesha elifanelekileyo, kunye nezikhuselo eziyimfuneko. Ngokuguqula ujongano lwemveli kwindawo yokungena ekrelekrele, amava angaphezulu kwaye angaguquguqukiyo anikwe amandla kubasebenzi kunye nabathengi, kunye nengxabano encinci phakathi kwezixhobo.

Isebenza njani: I-multimodal, i-interface yokuqonda umxholo

Amava e-AI adibanisa iindlela ezininzi zokusebenzisana zibe ngamava enye: ilizwi, incoko, umfanekiso, ukukhangela iwebhu, kunye neearhente ezigxile ekwakheni okanye ekwenzeni imisebenzi. Le multimodality, idityaniswe novakalelo lomxholo (indima yomsebenzisi, imeko yemeko, imbali, iimvume), ivumela iincoko zijika zibe zizenzo kunye neziphumo ezinokulinganiswa ngaphandle kokushiya umsebenzi.

Le ndlela isetyenziswa ngeelwimi ezininzi kwaye iyilwe ukuze yonke intsebenziswano yongeze ixabiso. Umqeshwa unokucela ulwazi ngelizwi, acele uhlaziyo lwerekhodi ngokubhaliweyo, okanye enze i-arhente igcwalise ifom yangaphandle. Ngawo onke amaxesha, iqonga ligcina ukulandeleka kunye nokulawula ukuze izenzo ziyahambelana nemigaqo-nkqubo kunye nokhuseleko yenkampani.

Izakhono ezitsha nezibalaseleyo

I-ServiceNow iye yazisa amandla athile athile ngaphakathi kwamava e-AI ukujongana neemeko zeshishini lokwenyani. Ezi ziimpawu ezenzelwe ukunciphisa umsebenzi wezandla, ukukhawulezisa izigqibo, kunye neenkqubo ze-orchestrate ngoncedo lwee-arhente. Bafunda kubasebenzisi kwaye baziqhelanise nomxholo yombutho.

• Iiarhente zelizwi ze-AIInkxaso engasebenzisi zandla yokufumana ulwazi, ukuhlaziya iirekhodi, kunye nokusombulula imiba entsonkothileyo enolwelo olusondeleyo lomntu. Ilungele iimeko apho ukuchwetheza kungenzeki okanye impendulo ekhawulezileyo iyafuneka.
• Iiarhente zewebhu ezine-AI: Bafunda ngokubukela abantu begqibezela imisebenzi kwizicelo zomntu wesithathu nakwiwebhu. Banokucofa amaqhosha, bagcwalise iifom, kwaye bahambe kwiinkqubo zangaphakathi okanye zangaphandle ngaphandle kokuxhomekeka kwii-APIs okanye ukudibanisa okusemthethweni, I-streamlines automation kwizixhobo zomntu wesithathu.
• AI Data Explorer: Idibanisa ingqiqo ngaphakathi kwe-ServiceNow kunye nemithombo yangaphandle usebenzisa i-Workflow Data Fabric. Oku kukuvumela ukuba uphande iintsingiselo, uchonge oonobangela, kunye neziphumo zoxwebhu ngaphandle kokushiya ukuhamba kwakho komsebenzi, ukuze ukwazi uhlalutyo lufakwe ekusebenzeni.
• ILens ye-AI: itolika into ebonwa ngumsebenzisi (izikrini, iifom, iideshibhodi) kwaye ziguqule zibe zizenzo zangoko. Oku kuphelisa umzamo wezandla kwaye kukhawulezisa izigqibo nge-AI-guided automation. yenza kumxholo wokubonwayo.

Ukongeza kobu buchule, amava e-AI abandakanya iiarhente eziqhagamshelwe kwiindawo ezahlukeneyo zeshishini, ezikwaziyo ukulindela iimfuno, ukwenza iintshukumo, kunye nokuzisa iziphumo kwinqanaba. Konke oku ngokuziphatha ekuhleni kunye ulawulo lomsebenzisi ukuba abeke iliso kwaye aqinisekise kwenzeka ntoni ngexesha lenkqubo.

Ulawulo, ukhuseleko kunye ne-AI Control Tower

Ukwamkelwa kwe-AI enkulu kufuna izikhuselo. Yiyo loo nto amava e-AI edibanisa kuyilo amanyathelo olawulo nokhuseleko abafuna ukunika ukuzithemba okufunekayo xa kuhanjiswa iimeko zokusetyenziswa ezibalulekileyo. Indawo esembindini yi-AI Control Tower, ihabhu yokulawula, ukubeka iliso, kunye nokulawula eyakho okanye i-asethi yomntu wesithathu we-AI apho ukufumana isantya ngaphandle kokulahlekelwa ulawulo.

I-AI Control Tower yazisa ubunakho obufana neplatform-onboarding, ingozi esebenzayo kunye nokubekwa kweliso kokuthotyelwa, kunye nokulandelela ixabiso lexesha lokwenyani. Oku kuthetha ukuba i-IT kunye namaqela amashishini angakwazi esweni iimodeli, ukuhamba kunye neziphumo ukusuka kwindawo enye, kunye nezilumkiso kunye neemetrics ezijolise ekuqinisekiseni ukuthembeka kunye nokusebenza

Imodeli yolawulo ikwabandakanya ukusetyenziswa koxanduva lweearhente ezizimeleyo. I-ServiceNow igxininisa ukuba izenzo zayo zenziwa ngokuthembekileyo, ngokuphandle, nangokukhuselekileyo, ngenxa yokuhlanganiswa kwe-AI, idatha, kunye nokuhamba komsebenzi kwiqonga elinye. Ngele ndlela, ii-automations zigcina ukulandeleka kwaye zihambelana nemigaqo nemigaqo-nkqubo yangaphakathi.

Ukusuka kwiCRM yerekhodi ukuya kwiCRM yesenzo

Esinye sezona zicelo zenguquko zamava e-AI kukummandla weCRM. Xa kuthelekiswa neenkqubo zelifa ezilinganiselweyo kunxibelelwano lokurekhoda, isiphakamiso se-ServiceNow sikhuthaza ukuzimela, i-AI-native CRM leyo. Thatha isenzo kwidatha ukwenza ingeniso kunye nokuphucula ukunyaniseka yomthengi kwindawo nganye yoqhagamshelwano.

Ngokwenyani, iiarhente ezibambekayo zithatha umsebenzi ophindaphindayo: amatikiti okuskena, ukufumanisa iipateni, ukuxela okungaqhelekanga, okanye ukucebisa izicwangciso zokuphendula. Ngokukhuphela le misebenzi, iiarhente zabantu zinokugxila kwizigqibo ezinzima, uthethathethwano, okanye ukuphuculwa kwexesha lokwenyani, ngaloo ndlela. kwandisa umgangatho wokhathalelo kunye nokunciphisa amaxesha okusombulula.

Ukuthengisa, isisombululo se-CPQ esinamandla e-AI sikhawulezisa ukuveliswa kweengcaphuno zomntu kunye neziphakamiso ezihambelana neemfuno zabathengi. Oku kuvumela amaqela entengiso ukuba achithe ixesha elininzi kubudlelwane kwaye ngaphantsi kwimisebenzi yoomatshini, ngelixa Imiqukuqelo eyakhiwe kwangaphambili idibanisa amaqela kunye nezixhobo engenakhuni.

Kwinkonzo, abathengi banokusombulula iziganeko okanye bacele iinkonzo ngokuzenzekelayo kwijelo labo elikhethiweyo. Ukudityaniswa kweearhente kunye neenkqubo kuvumela umsebenzi ukuba uhambe phakathi kwamasebe, ukuze iingxaki zisonjululwa ngokukhawuleza, ziqulethe iindleko kunye nokugcina ugxininiso kumava omthengi.

Uyilo lwedatha kunye nokukhetha imodeli

Amava e-AI akhiwe kwisakhiwo esidibeneyo kunye nemodeli yedatha enye ye-ServiceNow AI Platform. Inxalenye ephambili yiFabric yeDatha yokuHamba, edibanisa, iikhathalogu, kwaye ilawula idatha kwiinkqubo zonke, ibonelela ngesakhelo esibanzi I-AI isebenza ngomxholo othembekileyo kuyo yonke inkampani.

Ngokubhekiselele kwiimodeli, inkampani ibonelela ngokuguquguquka kunye noNcedo ngoku: ungasebenzisa ii-LLM zemveli ze-ServiceNow okanye udibanise ababoneleli bangaphandle njenge-Azure OpenAI (inxalenye yeMicrosoft Azure AI Foundry), i-Anthropic Claude kwi-AWS okanye iimodeli. Uphando Gemini. Le ndlela yokuthengisa ezininzi yenza kube lula Ukuqukuqela ngakunye kukhetha eyona modeli ifanelekileyo kwiimfuno zakho, ngaphandle kweendleko ezongezelelweyo, kunye nolawulo oluphakathi lwe-AI Control Tower.

Ndiyabulela kule ndibaniselwano yedatha edibeneyo, ukhetho lwemodeli, kunye nokuhamba komsebenzi ocwangcisiweyo, i-AI ayiseyiyo "ibhokisi emnyama." Iqonga libonelela ngomkhondo, imigangatho yokusebenza, kunye nolawulo lokunciphisa umngcipheko, ukuze ukusungula izinto ezintsha akuhambi kunye nokuthobela okanye ngonqabiseko.

Ubukho kunye nemephu yendlela

I-ServiceNow iye yachaza ixesha elicacileyo lezakhono. ILens ye-AI ngoku ifumaneka ngokubanzi, ivumela abasebenzisi ukuba bajike oko bakubonayo kube zizenzo ezizenzekelayo. Iiarhente zezwi, ii-agent zewebhu, kunye nomhloli wedatha zicetywa ukuba zifike ekupheleni kwe-2025, kunye nesisombululo se-AI-powered CPQ. Lo mkhomba ndlela womeleza umnqweno wenkampani woku dibanisa imeko-bume ye-AI esebenzayo nenokwehla kuyo yonke intlangano.

Okwangoku, iinkampani zinokuqalisa ukuhambisa amava e-AI kunye namacandelo akhoyo kwaye zenze iimeko zokusetyenziswa ziqinisekise, zisebenzise i-AI Control Tower ukulawula imingcipheko kunye nokulinganisa ixabiso ngexesha langempela. Kunye, ukuthathwa komntwana ongamzalanga abe ngowakho kunokucwangciswa ngezigaba, ukulungelelanisa izinto eziphambili zoshishino kunye nobuchule beqonga.

I-AI njengojongano olutsha lomsebenzisi

Enye yeenguqu zengqondo eziziswa ngamava e-AI kukuqwalasela i-AI njengojongano olutsha lomsebenzisi. Endaweni yokusinyanzela ukuba sisebenzele "isixhobo," amava enzelwe ukuba isixhobo sisebenze kuthi: I-AI iyawuqonda umxholo, inika iinketho, iphakamisa izenzo, kwaye iphumeze ngokuqinisekiswa. Ngale nto, ingxabano phakathi kwengcamango kunye nesenzo kuyancipha nemizuzwana—okanye imizuzu—iyazuzwa kumsebenzi ngamnye.

Lo mbono uphunyezwa kwi-UI ye-multimodal kunye neelwimi ezininzi, kunye nokufikelela ngoko nangoko kwilizwi, umbhalo, imifanekiso, kunye nokukhangela kwiwebhu, kunye neearhente eziqhagamshelwe kuyo nayiphi na indawo yeshishini. Inkqubo inokulindela iimfuno, ithathe inyathelo, kwaye inikeze iziphumo zomgangatho weshishini, rhoqo ukhetho olucacileyo kunye nolawulo kumsebenzisi wokugqibela.

Imveliso yokwenyani: Ukusuka kwiNdawo yokuSetyenziswa ukuya kwiSiphumo

Isithembiso semveliso ayisologeni nje. Ngamava e-AI, uphendlo luba ziimpendulo ezinokuthathelwa ingqalelo, iifomu zibe zi-automation, kwaye izikrini ziba imiyalelo ngokomxholo. Ngokomzekelo, i-arhente inokuphanda ingcambu yesiganeko kunye ne-AI Data Explorer kunye neziphumo zoxwebhu ngaphandle kokushiya ukuhamba, oku. yenza mfutshane imijikelo yoxilongo kwaye iququzelela ukuphuculwa okuqhubekayo.

Ngokufanayo, umenzeli wewebhu unokugqiba amanyathelo kwisicelo sangaphandle ebesifuna ngaphambili udibaniso lwe-ad hoc. Oku akuphelisi imfuno yee-APIs kuzo zonke iimeko, kodwa iyakuvumela inkqubela ngaphandle kweebhloko zobugcisa kwimisebenzi efanayo. Kwiindawo ezininzi, le “ndlela iphakathi” yeyona nto ifunekayo ukuze uvule uphuculo olukhawulezayo.

Indima yee-agent zezwi iba ngundoqo kwinkxaso, intsimi, okanye iimeko zomthwalo ophezulu. Ukukwazi ukubuyisela idatha, izenzo zelogi, kunye nemisebenzi yokuvala ngezwi, kunye nomgangatho wengxoxo, kuthetha iinzuzo ezibonakalayo ngexesha kunye namava abasebenzi. Inkuthazo eyongeziweyo kukuba yonke into ifakwe kwimephu ngaphakathi kweServiceNow yokuhamba komsebenzi.

Ukuthembela kunye nokwandiswa njengeentsika

Ukulinganisa i-AI kwishishini kubandakanya ukulawula umngcipheko, ukuthotyelwa kunye nexabiso. I-AI Control Tower ichaza ezi ntsika, imodeli yokudibanisa kunye nolawulo lwe-asethi, ukubeka esweni ukuziphatha kwabo, kunye nokubonelela ngeemetriki zokuthatha izigqibo ezinolwazi. Ayisiyonto "ngokusebenzisa i-AI," kodwa malunga uyazi ukuba yintoni esebenzayo, kutheni kwaye ithini impembelelo, ngokubonakala kwesigqeba kunye nobugcisa.

Ukudibanisa ukhuseleko kunye nolawulo oluvela kwiqonga ligwema izisombululo ezihambelanayo okanye ezihambelanayo. Kwimeko apho imimiselo iguquguqukayo, ukuba nolawulo olusebenzayo kunye nemodeli yedatha emanyeneyo yi-inshurensi echasene nokutenxa. Ngoko, Ukwenziwa kwezinto ezintsha kuqhubela phambili ngaphandle kokuphazamisa ukuthotyelwa ngemigaqo-nkqubo kunye nezikhokelo zolawulo.

Yintoni etshintshayo kwi-IT, iintengiso, kunye namaqela eenkonzo

Kwi-IT, amava e-AI athetha "i-glue" encinci phakathi kwezixhobo kunye ne-automation engaphezulu elawulwa ukusuka kwindawo ephakathi. Ukukwazi ukujonga, ukuthelekisa, kunye nokulungelelanisa iiarhente kunye neemodeli ngaphakathi kwe-AI yoLawulo lweNqaba igcina iinzame zokusebenza kwaye iququzelela ukuphuculwa okuqhubekayo. Ngapha koko, ukuguquguquka kweemodeli kuvumela i-AI ukuba ilungelelaniswe kwimeko nganye, ngaphandle kokubotshwa kumthengisi omnye.

Kwiintengiso, i-AI-accelerated CPQ iyanciphisa ixesha isindululo kwaye yandisa ukwenziwa komntu. Oku kukhulula amaqela ukuba agxininise kubudlelwane boshishino kunye nesicwangciso. Kwinkonzo, i-omnichannel automation yenza ukuba izicelo ezininzi zisonjululwe ngexesha elincinci, kunye iimpendulo ezihambelanayo nezihambelana nomxholo kuyo yonke intsebenziswano, ukwandisa ukwaneliseka.

Ungaqalisa njani ngamava e-AI

Indlela esebenzayo kukuchonga iinkqubo ezinokukhuhlana okukhulu kwezandla kunye nokuthembela kakhulu kwizixhobo ezininzi. Ukuqala ngetyala eliphefumlelweyo le-agent yewebhu (akukho API efunekayo), uhlalutyo kunye ne-AI Data Explorer, okanye i-automation ye-automation nge-AI Lens inokubonelela. ifuthe eliphezulu okuphumelela ngokukhawulezaIipateni ziye zilinganiswe kwaye ulawulo lubekwe kwiziko kwi-AI ​​Control Tower.

Elinye inyathelo eliphambili kukuchaza iindlela zokuphumelela kunye nokulinganisa: ixesha eligciniweyo, izinga lesisombululo, ukuchaneka kweengcebiso, okanye impembelelo kwi-NPS. Ngeemetrics ezicacileyo kunye nokulandeleka, ukusasazwa kuzuza ukuthembeka kunye notyalo-mali kwizakhono ezitsha (ezifana neearhente zelizwi) ziyaqinisekiswa xa zifumaneka.

Amava e-AI anikezela ngendlela echanekileyo: i-interface eyodwa yokusebenzisana ne-AI, ii-arhente ezisebenza nomxholo, idatha elawulwayo, ukuguquguquka kwemodeli, kunye ne-automations eguqula injongo kwisenzo. Nge-AI yoLawulo lweNqaba njengehabhu ethembekileyo kunye nemephu yendlela esele ibonelela ngeLens ye-AI kwaye ilungiselela ilizwi, iwebhu, kunye neearhente zokuphonononga idatha kwixesha elikufuphi, Imibutho inokuqalisa ukusebenza ngokutyibilikayo, ngokukhuselekileyo, nangokufanelekileyo namhlanje., ukushiya uqhekeko ngasemva kwaye usiya ngakwi-CRM ejolise kwintshukumo ngokwenyani kunye nokuhamba.

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