Intellibot acquisition to boost ServiceNow automation capabilities with RPA

Modern organizations need to move fast. Toggling between legacy and modern systems is frustrating. Often there are disconnects between legacy and modern platforms, requiring manual work to bridge the gap.

Many of the ServiceNow customers I speak with every day tell me they’re trying to drive automation across a mix of legacy and modern applications. Beginning today, I’ll be able to tell them that with the Intellibot acquisition we just announced, they’ll be able to extend their automation capabilities to more systems.

Simplifying work

Intellibot extends ServiceNow’s core workflow capabilities by helping customers automate repetitive tasks for intelligent, end-to-end automation. ServiceNow intends to build Intellibot's capabilities natively into the Now Platform® so customers can more easily integrate with both modern and legacy systems. This will help them drive productivity and strengthen existing artificial intelligence (AI) and machine learning (ML) efforts.

Intellibot’s robotic process automation (RPA) capabilities complement our existing automation functionality, which includes AI/ML, Integration Hub, Creator Studio for low-code app development, Process Optimization, Flow Designer, Virtual Agent chatbots, Natural Language Understanding, and Document Intelligence.

ServiceNow will have a complete, end-to-end automation portfolio that can help customers identity opportunities for automation using Process Optimization and then execute on those opportunities with an unmatched set of automation capabilities that are all natively built on one platform.

RPA allows companies to undergo rapid automation without changing background processes or jettisoning all their legacy IT systems.

For example, instead of having to look up a customer billing record in an old legacy custom app, cross-reference the customer order number in a heavily customized enterprise resource planning (ERP) system, and then find the original service contract in a 20-year-old client-server application, ServiceNow customers will be able to do it all in one customer workflow experience. Customers will be able to configure bots right on the Now Platform to complete these repetitive tasks and bring the data back into the workflow.

End-to-end automation

Last November’s acquisition of Element AI helped us apply modern AI to text and language, chat, images, search, question response, and summarization, accelerating AI innovation natively in the Now Platform. We took things a step further with the recent Now Platform Quebec release. The acquisition of Intellibot will deepen our investment in powerful automation capabilities that boost productivity and allow users to focus on more complex and strategic work.

Incorporating Intellibot’s advanced RPA tools in the Now Platform will move us closer to automating business processes from start to finish through a combination of technologies that create a great employee and customer experience. The ultimate outcome will be a world of work where businesses are accelerating innovation and thriving.

Customers want orchestrated, intelligent, end-to-end automation. The pandemic has only exacerbated this need. With end-to-end automation, we’re delivering on our purpose of making work, work better for people and making companies and organizations more productive.

ServiceNow expects to complete the acquisition of Intellibot in Q2 2021.

Use of forward-looking statements

This blog contains "forward-looking statements" about the expectations, beliefs, plans, intentions, and strategies relating to ServiceNow’s acquisition of Intellibot. Such forward-looking statements include statements regarding future product capabilities and offerings and expected benefits to ServiceNow. Forward-looking statements are subject to known and unknown risks and uncertainties and are based on potentially inaccurate assumptions that could cause actual results to differ materially from those expected or implied by the forward-looking statements. If any such risks or uncertainties materialize or if any of the assumptions prove incorrect, our results could differ materially from the results expressed or implied by the forward-looking statements we make. We undertake no obligation, and do not intend, to update the forward-looking statements. Factors that may cause actual results to differ materially from those in any forward-looking statements include, without limitation, the inability to assimilate or integrate Intellibot's technology into our platform; unanticipated expenses related to Intellibot's acquired technology; potential adverse tax consequences; disruption to our business and diversion of management attention and other resources; and potential unknown liabilities associated with Intellibot's business. Further information on factors that could affect our financial and other results is included in the filings we make with the Securities and Exchange Commission from time to time.

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