Cognizant and ServiceNow partner to boost digital workplace services with generative AI

Cognizant is collaborating with ServiceNow to enhance the Cognizant WorkNEXT modern workplace services solution with generative AI capabilities.

Designed as an intuitive, immersive, and integrated experience engagement platform for enterprise users, Cognizant WorkNEXT aims to contribute to a new paradigm for work, with generative AI capabilities that power enhanced experiences, improved productivity, and reduced operational costs, according to the company.

Cognizant WorkNEXT, enhanced with ServiceNow's generative AI capabilities, helps enterprise clients make the shift from providing a transactional experience model to a “total experience” model, with a focus on experience engineering, execution, and engagement solutions.

"When employees are hindered by technology and process-related obstacles in their daily work, it can be much harder for enterprises to deliver on their promises to customers," said Anna Elango, EVP, Cognizant core technologies and insights. "Cognizant's enhanced WorkNEXT offering is a strong example of generative AI's potential to shape the future of work by providing more intuitive and personalized experiences for employees, while helping to better quantify and improve the 'return on experience' for enterprise customers. This solution exemplifies the value of our partnership with ServiceNow through the bundling of Cognizant's differentiated solutions, accelerators and services with ServiceNow's platform for the benefit of our clients."

By combining Cognizant WorkNEXT experience engagement solutions with ServiceNow's Now Assist and employee endpoint experience technology, clients can benefit from significantly reduced lead time for deploying and training AI systems, according to the companies.  

These tools are integrated with Cognizant accelerators, bot repositories, and knowledge frameworks to enhance user interactions and conversations across multiple interfaces, including a native mobile app, enterprise service portal, desktop assistant, and virtual agent.

The platform delivers contextual knowledge and insights tailored to individual users and customer business context. It also enables IT support with predictive intelligence, user sentiment analysis and copilot guidance, all of which aim to provide faster resolutions to user issues, according to the companies.

"In the race to digitally transform businesses, technology that elevates the employee experience is one of the most important investments an enterprise can make," said CJ Desai, president and chief operating officer at ServiceNow. "Through our partnership with Cognizant, ServiceNow is focused on applying cutting edge technology like generative AI to business challenges in a way that empowers employees, enhances their satisfaction and enables them to deliver better than ever results for customers."

Some of the key features of the platform enhancement include pre-configured solutions, a library of reusable generative AI configurations and multi-tool integrations.

This solution, which Cognizant has already begun to deploy with several clients, builds on Cognizant and ServiceNow's previously announced strategic partnership in AI-driven automation across industries, advancing the companies along their path toward building a $1 billion combined business, according to the companies.

For more information about this news, visit www.cognizant.com or www.servicenow.com.