ServiceNow’s NowAssist and Zoom’s AI Companion will be integrated in the first half of 2025.

The merging of these two generative AI technologies, announced as part of Zoomtopia 2024, will provide businesses with advanced workflow automation for tasks across the Zoom and ServiceNow platforms.

ServiceNow, an IT business, operations, and service management specialist, believes that the strategic alliance will lead to a “new era” of intelligence for organisations, with improved collaboration and productivity.

This move strengthens the two companies’ partnership, which has already enjoyed a long and close working relationship, having first teamed up in 2018 and continued to grow and thrive together as Zoom became a video conferencing superstar of the pandemic.

Bill McDermott, Chairman and CEO of ServiceNow, outlined a few of the benefits of the generative AI integration: “CEOs are transitioning from AI fascination to AI‑led business strategies for exponential improvements in how their companies run.”

ServiceNow and Zoom share a goal to supercharge teamwork. Our new integration goes from conversation to immediate action, saving time and freeing up resources so employees can focus on the work that matters most.”

Increased Demand for AI

In a recent press release, ServiceNow pointed to Gartner’s findings regarding the rise in demand for AI tools for essential business applications that enable employees to be more productive.

It quoted Gartner’s report: “The employee community is ready to go, as 92 percent of employees say they want AI to help them with administrative tasks and to summarise information on a particular topic.”

The combination of NowAssist and AI Companion will allow workers to receive exactly this kind of assistance, streamlining these everyday processes.

Generative AI can also improve collaboration within teams. If a team wants to discuss a project, for example, Zoom AI Companion can summarise and transcribe their discussion and convert action items into tasks in ServiceNow’s workflows.

Following the meeting, AI Companion works with ServiceNow’s genAI solution ‘NowAssist for Strategic Portfolio Management’ (SPM), to activate the correct workflows and enable automatic ticket creation and assignment to the relevant team members.

Next, email notifications are sent to attendees with meeting insights attached and auto-generated meeting summaries, which include the key points, follow-ups, and next steps.

Eric S. Yuan, Zoom’s founder and CEO, commented on its technological partnership with ServiceNow: “Through our enhanced collaboration with ServiceNow, we continue to deliver seamless interactions across both platforms with GenAI capabilities and embedded user interfaces.”

Integrating Zoom AI Companion with ServiceNow takes productivity to the next level, empowering customers to move seamlessly from meetings to productivity, reducing admin time and streamlining workflows.”

To put it simply, this latest step forward for these long-time partners takes unstructured conversations and gives them a structured form, feeding them into intelligent workflows and raising productivity levels as a result.

AI Companion 2.0

This week, Zoom announced the 2.0 “next generation” version of its AI Companion productivity assistant at Zoomtopia.

Zoom pitches AI Companion 2.0 as an enhanced version of its AI personal assistant, designed to help users manage their day and increase productivity.

It will be available across Zoom Workplace in a convenient side panel, allowing users to keep up-to-date on essential conversations, synthesise information for faster and more informed decision-making, and take action efficiently.



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