Cognizant and ServiceNow Team Up to Upgrade WorkNEXT with Generative AI Features

Cognizant has revealed a partnership with ServiceNow intended to bolster its WorkNEXT platform by integrating powerful generative AI functionalities. generative AI Employees often struggle with confusing support systems, lengthy procedures, and disjointed tools, creating frustration, diminishing productivity, and negatively impacting the customer journey.

This collaboration aims to tackle the challenges that employees face in large enterprises, such as inefficient support mechanisms and disconnected tools, by moving towards a comprehensive ‘total experience’ strategy. The upgraded solution will leverage ServiceNow’s generative AI, which is designed to streamline and enhance user interactions while decreasing the time it takes to implement AI systems. Cognizant Anna Elango, Cognizant’s Executive Vice President of Core Technologies, stated, “When employees encounter barriers from technology or cumbersome processes, it becomes increasingly difficult for businesses to fulfill their customer commitments.”

Elango elaborated, “The revamped WorkNEXT platform illustrates generative AI's promise in transforming the workplace by offering employees more intuitive and tailored experiences. It also helps organizations effectively quantify and elevate their 'return on experience' for clients. This solution truly highlights the advantages of our partnership with ServiceNow, combining Cognizant’s unique offerings and services with ServiceNow’s robust platform for our clients’ benefit.”

Advanced AI Features of the WorkNEXT Platform

The innovative solution seamlessly merges Cognizant’s WorkNEXT employee engagement solutions with ServiceNow’s Now Assist and endpoint experience technologies. This integration promises to speed up deployment and training processes, enhance user experiences, and facilitate quicker resolutions.

These tools work in conjunction with Cognizant’s accelerators, a repository of bots, and knowledge frameworks, enhancing user interactions across various platforms, including a native mobile application, enterprise service portal, desktop assistant, and virtual agent. AI systems Additionally, the platform provides contextual knowledge and insights tailored for each user and their specific business context. It also supports IT services with predictive intelligence, user sentiment evaluations, and copilot guidance, all aimed at delivering faster solutions to user challenges.

CJ Desai, President and COO of ServiceNow, remarked, “In today’s fast-paced digital transformation landscape, investing in technology that heightens employee experience stands out as a crucial priority for enterprises.”

According to Desai, “Through our collaboration with Cognizant, we aim to harness revolutionary technologies like generative AI to tackle business challenges, ultimately empowering employees, enhancing their satisfaction, and enabling them to achieve exceptional results for customers.”

The revamped platform features offerings such as pre-configured solutions, a library of reusable configurations, and integrations across multiple tools. Essential capabilities include digital and conversational functionalities, AI-driven interactions akin to human conversations, and automated self-healing features designed to preemptively identify and resolve service interruptions.

Moreover, the platform presents contextual knowledge and quick response capabilities, personalizing interactions based on user conversation patterns and personas. It emphasizes ease of implementation and rapid deployment, supported by integrated learning models and existing engagement tools for swift adaptation by clients.

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