Principal Analyst, FinTech
If there is one way to categorize all the recent technology vendor shows and conferences, you could easily call this “The Spring of AI.” It feels like there is a new AI announcement every day. However, after we at Moor Insights & Strategy have had some time to digest dozens of these announcements, we have spotted three emerging AI trends.
We have seen many companies run their global operations using one-size-fits-all products. Today, however, most enterprises want IT vendors to provide more focused solutions specific to their industry. The Now Platform offers industry-specific solutions with features and capabilities that cater to a variety of sectors, including telecommunications, media and technology, healthcare, financial services, manufacturing, the public sector and retail.
These chatbots are using natural language processing to comprehend and address customer inquiries, ranging from straightforward FAQ responses to more complex transactional requests. They are also designed to escalate complicated issues to human agents. With so many other vendors showing only an AI roadmap or a lab-created benchmark, it was excellent to hear this real-world customer testimonial from Teleperformance at the ServiceNow event.
Whether ServiceNow can achieve its “platform of platforms” aspiration is still very much up in the air, especially given the sheer number of competitors and incumbents in this space. For example, Salesforce is already a dominant platform for salespeople, and for some years now it has been increasing its footprint in marketing and customer service departments. Meanwhile, collaboration and low-code tooling platforms such as Zoho or Monday are competing to be a more workflow-centric front end.
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