ServiceNow and Google Cloud Enhance Partnership with AI Tools

ServiceNow and Google Cloud Expand Partnership to Deliver AI-powered Tools to Millions of Users

CEO Bill McDermott | ServiceNow sees “tailwind of growth” with GenAI in Q3 23 success
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Key Takeaways

ServiceNow and Google Cloud are expanding their partnership to enhance generative AI capabilities across enterprise technology. This integration will make ServiceNow's workflows, including CRM and ITSM, available on Google Cloud Marketplace and Google Distributed Cloud.

The collaboration aims to streamline data access and automation for enterprises, enabling AI-driven insights for improved customer service and operational efficiency. As businesses adapt to this partnership, they are encouraged to implement AI-powered solutions within their IT, HR, and customer service workflows.

ServiceNow will bring its Now Platform and workflows to Google Cloud Marketplace and make its Customer Relationship Management (CRM), IT Service Management (ITSM), and Security Incident Response (SIR) solutions available on Google Distributed Cloud.

“ServiceNow and Google Cloud are fundamentally rethinking the way the enterprise runs,” said Bill McDermott, Chairman and CEO, ServiceNow. This approach will enable ServiceNow customers to leverage BigQuery for enterprise data connection to AI, enhancing experiences through tools like Google Sheets and Chat.

ServiceNow plans to launch on Google Cloud Marketplace throughout Q2 and Q3 2025. New integrations across BigQuery, Customer Engagement Suite with Google AI, and Workspace are expected later in 2025.

For enterprises, practical next steps include utilizing AI-driven insights from Workflow Data Fabric to optimize IT service management, customer service workflows, and security operations, alongside adopting AI-powered ServiceNow chatbots that leverage Google Cloud’s AI to enhance self-service experiences.

Enhancements Through Google Cloud

Bringing the Now Platform and ServiceNow’s workflows to Google Cloud will allow businesses to combine their ServiceNow data with Google Cloud’s AI, data analytics, and productivity technology. This unified platform aids in driving productivity through a single data model and architecture.

“Businesses are seeking new ways to innovate with generative AI, optimize important workflows, and improve everyday experiences for customers,” stated Thomas Kurian, CEO, Google Cloud. With ongoing advancements, CIOs can utilize Google BigQuery integrations to analyze operational data from ServiceNow for actionable insights in IT, HR, and supply chain management.

The integration will also enhance customer experiences with CRM and Contact Center as a Service solutions. The combination of ServiceNow CRM with Google AI will enable automation and personalization across service channels, which can significantly improve customer interactions.

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Image courtesy of ERP Today

Key Takeaways

At Google Cloud Next 2023, Google Cloud announced strategic partnerships with AI21 Labs and SAP to enhance generative AI capabilities in various sectors. These collaborations aim to revolutionize business processes and decision-making.

Healthcare organizations, including HCA Healthcare and Hackensack Meridian Health, are leveraging generative AI to improve patient care and reduce administrative burdens. Robert C. Garrett, CEO of Hackensack Meridian Health, noted, “Generative AI has the potential to revolutionize how we deliver care, making it more efficient, personalized and effective.”

Furthermore, Google Cloud plans to establish operations in El Salvador as part of a multi-year partnership to help the country digitally.

However, the announcements were not without controversy. Employees protested against Google Cloud’s military contracts, citing ethical concerns over technology's use in defense. Holger Mueller, principal analyst at Constellation Research, commented on the internal tensions regarding the use of AI and military contracts.

For enterprises seeking to enhance their operations, they can explore AI-powered SaaS solutions and custom development services that align with the latest innovations from Google Cloud. LogicClutch specializes in Master Data Management, Salesforce CRM Solutions, and AI analytics, positioning businesses to take advantage of these advancements effectively.

Explore our services at LogicClutch to see how we can help you leverage AI and data management for your enterprise needs. Visit https://logicclutch.com for more information.