ServiceNow has agreed to acquire DxContinuum in an all-cash transaction expected to close this month.
ServiceNow can further increase productivity for its customers by applying machine-learning capabilities and data models developed by DxContinuum. As more Internet of Things devices make service requests, it is increasingly important that those requests be categorized, routed and responded to. Hundreds of thousands of machine and manual work requests can now be effectively and automatically categorized and routed for each ServiceNow customer, bringing the intelligent automation of today’s manual processes one step closer.
ServiceNow is acquiring DxContinuum, a machine-learning company, to embed its technology in the ServiceNow platform and across its products. DxContinuum’s predictive models will add greater efficiency in categorizing incoming requests from people and machines automatically.
By applying DxContinuum’s machine-learning algorithms to each customer’s unique data set, ServiceNow can train machines on how to route IT, HR, customer service or other requests with a high level of accuracy. For example, the models could set the category of the inquiry and assign the ticket to the right team, as well as calculate associated risks. When enterprises better predict outcomes and automate actions, they can reduce costs dramatically and speed time-to-resolution.
“ServiceNow is at the forefront of intelligent automation,” said Dave Wright, Chief Strategy Officer, ServiceNow. “Adding DxContinuum to the ServiceNow platform will move much more of the heavy lifting of work processes to machines, freeing people to focus on the highest value work.”
“ServiceNow already offers the industry’s most advanced software platform for automating enterprise work, and our technology will make it the smartest by far,” said Debu Chatterjee, founder and CEO of DxContinuum. “Their customers’ rich operational data sets will produce highly accurate predictions to speed work across the enterprise.”
The advanced capabilities for automated categorization will be available this year.
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